Authors :
Harriet Emenye Ashoro; Charles Nyambuga
Volume/Issue :
Volume 8 - 2023, Issue 10 - October
Google Scholar :
https://tinyurl.com/944jdc3c
Scribd :
https://tinyurl.com/5n6jzeuu
DOI :
https://doi.org/10.5281/zenodo.10042771
Abstract :
The objective of the study was to determine the
strategies used by KIWASCO to manage feedback from
Facebook interactivity. To achieve this objective, data
was collected using an interview schedule where two PR
staff participated. A structured interview schedule was
used to collect data from 2 PR officers. Qualitative data
was then analyzed thematically. The results revealed that
KIWASCO has a recruitment/Human resource strategy
with a lot of emphasis on professionalism. Besides, there
is a social media communication policy that guides on
how, when, what, where, and who should be interacting
with KIWASCO social media pages, what content to post
at what time, who should be posting, and how they should
be posted. Additionally, KIWASCO operated multiple
social media accounts such as Twitter (now X), Facebook,
LinkedIn, YouTube, and KIWASCO's official website to
reach a wide audience and proper management of
feedback. The firm also utilized multiple Facebook page
administrators to enhance interaction with customers.
Finally, there is the scheduling of the post on the
KIWASCO Facebook Page with up-to-date monitoring
which is done randomly. The study recommended that
KIWASCO should continue to strengthen its presence on
Facebook by sharing content beforehand, timely
conveyance of information, and customer engagement.
Keywords :
Facebook, Feedback, Interactivity, Strategies.
The objective of the study was to determine the
strategies used by KIWASCO to manage feedback from
Facebook interactivity. To achieve this objective, data
was collected using an interview schedule where two PR
staff participated. A structured interview schedule was
used to collect data from 2 PR officers. Qualitative data
was then analyzed thematically. The results revealed that
KIWASCO has a recruitment/Human resource strategy
with a lot of emphasis on professionalism. Besides, there
is a social media communication policy that guides on
how, when, what, where, and who should be interacting
with KIWASCO social media pages, what content to post
at what time, who should be posting, and how they should
be posted. Additionally, KIWASCO operated multiple
social media accounts such as Twitter (now X), Facebook,
LinkedIn, YouTube, and KIWASCO's official website to
reach a wide audience and proper management of
feedback. The firm also utilized multiple Facebook page
administrators to enhance interaction with customers.
Finally, there is the scheduling of the post on the
KIWASCO Facebook Page with up-to-date monitoring
which is done randomly. The study recommended that
KIWASCO should continue to strengthen its presence on
Facebook by sharing content beforehand, timely
conveyance of information, and customer engagement.
Keywords :
Facebook, Feedback, Interactivity, Strategies.