In my past work as a community manager, I had to manage the social media community for the netbooks division. In the division of components and accessories was hired a guy from other Latin American country: Peru, and we had to do practically the same over the same fan page but for different products. We didn’t share a boss either. The problem was he didn’t know how to write in our slang, our holidays or mores and he at first he was practically doing my tasks answering the costumers’ questions and giving prices of our laptops trying to impress.

What action did you take?

Without indictments I asked to my boss about the new man, because they had not introduced him to me. I recognized the problem and I faced it directly with him. The problem was her boss didn’t train him and the instructions wasn’t clear.  First, I proposed a schedule for both, to do publications on social media in programmed hours. Next, the rules were made between us: nobody could answer or talk to a costumer asking for the products of the other, if the question was general we have to ask first which product they are interested in, every problem should be discuss among us first and if after chatting with a costumer he or she change its mind to other product, we should notify our partner. Finally I taught him expressions used in Colombia, some technic words that we use different and the dates of our holidays.

From that moment the workflow worked perfectly, our customers were satisfied and the work climate improved substantially. The collaboration was mutual and when there were urgent cases we arranged it almost instantaneously . He understood our culture and I learned from him. We continued working like this until a third man was hired to help us, so new rules were added.

Thank you a lot for your time and pacience!!