Steven Friederich

Public Information Officer
Washington Emergency Management Division

Steven Friederich has been the social media manager and a public information officer for the Washington Emergency Management Division since 2014. Before that, he was an award-winning newspaper reporter and editor in Washington state. He’s been involved in dozens of activations, including floods, wildfires, tsunami scares, and COVID-19. He teaches social media and writing tactics during Public Information Officer classes offered by the Federal Emergency Management Agency.

Steven Friederich’s Session

10:30 a.m.–11:15 a.m. PT — Thursday, April 11, 2024

Social Media Customer Service: Putting the Social in Social Media

Social Media shouldn't be a one-way communication tool. There's a chance to not just learn from your followers but also to teach them. And the only way to do that is through engagement -- talk to them. What audience insights can you glean from the information shared in your comments section? What are the important elements of a successful social customer service strategy? What are examples of positive opportunities that can come from engagement, and what are the consequences if you choose not to engage at all? Steven will explore these topics and provide tips and tricks to help your accounts succeed with examples from his own work accounts.

You’ll learn:
  • How to determine the right level of engagement for your agency.
  • What "putting the social in social media" really means and easy ways to implement this at your own agency today.
  • How to use the comments section as an opportunity for education, connection, and trust-building.
  • How to close off comments on popular social media sites (and why that may not be the best approach).
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