Do you expect a certain level of customer service when reaching out to companies via social media? I know I do, yet many times when I pose a question to a large organization on a Friday or a Saturday, I typically do not receive a response until the following work day. Has this happened to you? Do you get frustrated or is it no big deal?
Maybe I am overreacting. As my parents would say, it's a generation thing. We want everything and we want it now! (this is somewhat accurate). Social media has two main purposes: business promotion and customer service (and of course engagement, thought leadership, etc.).
If you are actively using social media to reach out to customers and resolve issues, I do not necessarily believe social media is a Monday to Friday job. If your company is a strict Monday to Friday business, then sure only post Monday to Friday. That is totally fair. However, when you are a large company that is open weekends and extended hours, you may want to consider extending your service beyond the phone and look at social media.
Social media managers need time off, too. We can't expect employees to work on their days off and stay gripped to their phone.
However, I do believe that companies should look into finding other channels of managing social media to ensure that customers do not fall below the radar just because they asked a question outside of "normal business hours". Having someone go on a Twitter rant or post a negative review of your company looks bad and could have detrimental effects.
WestJet does a great job of letting their customers know when they will be available to ask questions on social media.
3 Ways to Manage Social Media 7 Days a Week
Let me know what you think about this topic in the comments section. Do you ever reach out to companies via social media outside of normal hours?