Social Media Collaboration

GUIDE

Hootsuite Teams

2HOOTSUITE TEAMS: SOCIAL MEDIA COLLABORATION

Hootsuite Teams Social Media Collaboration 

You are using social media for business, but are you providing your team with the tools and supportive foundations for success? Whether you’re running a shop, restaurant or agency the Hootsuite Teams functionality in Hootsuite Pro makes it easy to support, collaborate, and share social media with your colleagues. Hootsuite Teams is designed to match your business’ unique organizational structure and scale to accommodate your team at any size.

Teams Best Practices 1. Share information For a Team to collaborate, sharing information is key to make sure each Team Member is on the same page. Make sure all relevant information is presented to each Team Member to ensure that everyone is on the same page. One way to keep Team Members informed within Hootsuite is by sharing streams.

For example, right within Hootsuite, your Customer Service Team can work together to set up and share Twitter search streams for brand name misspellings, campaign hashtags, or negative sentiment phrases. For example, DAVIDsTEA might set up a stream for “david’s tea” or their popular hashtag “#teaoftheday”. This way your Team can respond to inquiries via Twitter and there is less chance that the Team will miss any mentions.

“The biggest problem we faced was the ability to capture every single tweet discussing our brand. Hootsuite allows us to set up lists and streams to ensure a speedy response on Twitter.” Youri Hollier, Social Media Manager, DAVIDsTEA

To learn more about sharing streams, read this article in the Hootsuite Helpdesk.

2. Be prepared Anticipating your customers’ needs is a great business practice, and preparing messaging in advance for FAQs, emergency situations, or product details will save you time and ensure your voice is consistent. Create a supply of message templates ready for your Team to use for a quick response in any situation.

To learn more about creating message templates within Hootsuite, read this article in the Hootsuite Helpdesk.

3. Assign messages At some point you may come across a question or comment on social media that would best be addressed by another Team Member. For example, you might receive an inquiry about career opportunities and would like to share the message with your hiring manager. A great way to inform a Team Member of a message that requires their attention is to assign that message within the Hootsuite dashboard.

Assign messages within the dashboard, or use the Assignments extension for Chrome to quickly assign social media posts to Team Members as you browse Twitter.com and Facebook.com. The Assignments Chrome extension also lets you track and monitor assignments to further ensure they are taken care of.

3HOOTSUITE TEAMS: SOCIAL MEDIA COLLABORATION

For example, when a potential customer tweets a question about a bike’s availability at your downtown location, “Assign” the question to the downtown Team so that they can respond accordingly.

“Having clearly defined Teams lets us quickly assign messages on the fly and be sure that they’ll be addressed by the best people for that situation. We know that we’re getting the right information to the right people.” Nicole Winstone, Customer Support Lead, Hootsuite

To learn more about assigning messages, read this article in the Hootsuite Helpdesk.

4. Secure your channels In order to keep all your channels secure, it’s important to know exactly who is collaborating on your Team, and how. One way to make sure only the right people have access to your networks is by not sharing login information. With Teams, Hootsuite allows for each Team Member to have their own personal account, meaning passwords remain private and secure. Hootsuite Team Admins may also assign different permission controls for each Team Member.

For example, if you’re an agency and have different Teams set up for different clients, as a Team Admin you manage all Team Members, social networks, vanity URLs, and message templates associated to each client’s Team. This way, you can ensure all of the right Team Members can view and engage with the content, while you remain in control.

To help you understand which Permissions levels are available and how you can use them, read this guide on permission levels in the Hootsuite Helpdesk.

5. Stay accountable In order to keep up and ensure your Team is running smoothly, have a plan in place that can be executed in the dashboard as a Team—be it global or local. Once everything is up and running, you can follow up to see that the appropriate Team Member is responding to tweets. Making sure it’s clear who is responding to what and when allows for everyone to remain accountable and aware.

“Teams are great for collaboration. When you’re dealing with the volume of mentions we get @hootsuite, it’s important to have visibility into who is responding to what and when.”Connor Meakin, Community Manager, Hootsuite

Hootsuite Organizations In Hootsuite terms, your business account is called an Organization. Within your Organization, you can create one or several Teams. You can choose to set up your Organization depending on what works for your business, whether it’s by region or department.

For example, if your bike shop has three locations, each with a geographic specific Twitter handle (e.g. @BikeShopLondon) and Facebook page, set up the Teams in your Hootsuite dashboard to match the geographic locations. Then, set up each Team with their regional specific social media accounts and appropriate Team Members.

How to create an Organization

1. From the launch menu on the left, click your user profile icon.

2. Under the section “Organizations that I’m a part of,” click “Start collaborating with others.” However, if you already belong to other Organizations and wish to create a new one, click “Create an Organization” located under the “My Social Networks” section.

3. Type the name of your Organization.

4. To upload an Organization icon, click “Upload,” locate the image/photo and click “Open.”

4HOOTSUITE TEAMS: SOCIAL MEDIA COLLABORATION

5. Under Social Networks, click “Add Social Network” and then click to select the social network(s) to add.

6. Click “Create Organization”.

Note: In order to successfully add members to your Teams you must first add Team Members to your Organization. To learn about inviting members to an Organization, check out this Helpdesk article.

Hootsuite TeamsSetting up your Hootsuite Organization is the starting point to aligning your social media team. Now that you’ve created your personalized Hootsuite Organization, decide which department, manager, or region will have responsibility for each social profile. Hootsuite Teams are flexible to scale with you as you grow.

How to create Teams

1. Beside your Organization’s name, click “Manage”.

2. Click “Add a Team”.

3. In the “Create Team” pop-up, type a Team name. Click to select member(s) and social network(s). Note that only members and social networks who have been added to your organization will populate in the list. Click “Create Team”.

4. You can then select each Team Member’s permission level within the Team.

Hootsuite Teams

Click to watch this video about Hootsuite Teams in your browser.

ResourcesFor tips, tricks and answers to your Hootsuite Teams questions follow our Social Media Coaches on Twitter @HootSuitePro

To learn more on assigning messages, see this HootTip:

#HootTip ~ How to Assign a Social Media Message With Hootsuite Assignments

For even more information on Assignments, check out this Social Media Coach blog post:

Hootsuite Assignments: Social Media Coach Series

To learn more about Hootsuite Teams, watch this free webinar.

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HOOTSUITE TEAMS: A REFERENCE GUIDE BY THE SOCIAL MEDIA COACHES

What are Hootsuite Teams?Hootsuite Teams allow for comprehensive collaboration for everyone, from managers to interns, who are involved in your social media strategy. Through the flexibility of Hootsuite Teams, you can create an internal online team that mimics the structure of your office, cafe, shop, classroom–wherever your social media activity takes place.

OrganizationHootsuite Pro users have the ability to create an Organization, which acts as the overarching structure in your account. Within your Organization, you may create several Teams for your employees and their various roles. Teams can be organized by department, region, or even by various companies that you may manage. Build your Organization by adding Team Members, Teams and Social Profiles. Your Hootsuite Pro account consist of one Organization, but can have an unlimited number of Teams and up to 10 Team Members. To add even more Team Members, consider a Hootsuite Enterprise account.

Team Members

Team Members are users or “seats” that have been added to your Organization. Once in the Organization, Team Members can be invited to manage social profiles within a Team or Teams. Team Members have different logins and can each be given different levels of access to social profiles.

TeamsTeams consist of a group of users invited to collaborate together within a Hootsuite Organization. Pro and Enterprise users can collaborate together within a Team or Teams.

Social ProfilesSocial Profiles, like a Facebook page or Twitter profile, are what Team Members manage within their Teams. A Team’s social profiles are only accessible to Team Members within that Team.

For more information on Hootsuite Teams, check out these helpful resources:

�� Introductory Collaboration Webinar

�� @HootsuitePro

�� Community Support Forum

Hootsuite Teams A Reference Guide by the Social Media Coaches 

Team: Marketing

Team: Community

Team: Human Resources

Organization