**EE KB - Social Media Escalations Process

EE will be responsible for 3 different types of escalations concerning social media. Not all social media requests require a summary, however, ALL require a sense of urgency, as many users tend to escalate quickly and repeatedly on social media. 

Each type is described is below: 

• SM-Escalations - the social media team will email our distro socialmedia-escalations@upwork.com. More often than not, these require a summary. If not, the SM Team will let us know.
• Problematic-to-PR (problematic-to-pr@upwork.com)
  • PR escalations do not need a summary.
  • From the SM team - SM will email this distro concerning users who are unhappy on social media. We will attempt to resolve all of these cases offline and quickly.
  • From CS - CS and other teams within the org will notify us through this distro when users threaten to go to social media in regular support channels. These will be automated from Zendesk so they can be differentiated. 

During the hours we have coverage, our SLA is 15 minutes. 

Acknowledgement Process:

1. Announce you will take the Social Media issue in the EE Dash room.
2. Respond to thread, acknowledging receipt
3. Create an email from the cs-social-response-team@upwork.com email address, not ZD, to the user letting them know you have received their case and will review immediately. BCC: Charlene and Katt and the cs-social-response-team@upwork.com so all team members are aware

a. Please remember, when we are communicating with a customer via the social response team email, we need to manipulate our replies to ensure the customer receives them. 

i. Replying, or replying to all, ONLY adds the Upwork social media response email address. Neither the customer nor AJ and Katt are included in that. You'll need to re-add the customer, and BCC AJ and Katt again before sending each time you reply to the user.  

4. Begin working case

5. Resolve 

If you acknowledge receipt of a Social Media escalation, you own it, the only exception is if you receive a request which will require a summary after 9pm. In those cases, the next on call person should be notified to begin the summary when they start their shift. 

If there are multiple cases, and you are on alone, acknowledge all and contact all escalating users via email, then work one at a time. Otherwise, work with team to distribute.  

How to acknowledge a Social Media Escalation: 

1. Make sure to read the message thoroughly.

a. Sometimes their requests do not include a summary, they are simply, "Just FYI" indicating they want various teams to be aware that there is a potential issue to watch for. The summary process is below:

2. Reply all to the original message from the Social Media team. 

3. Compose a message acknowledging receipt of the email (be sure your response  addresses        what Social Media team is requesting, not just a blanket robotic response)

4. Send (make sure to reply all) 

5. There is an 8 business hour SLA (or from 7am-5pm PST). 

a. Therefore, if you receive/start a social media summary towards the end of your shift, someone else will need to finish it for you. It is your responsibility to make sure either:

i. You have a specific person working on completing the summary within the SLA

ii. OR you email the team asking for someone to pick up where you left off.

How to notify the on call person of a new summary: 

1. After acknowledging the Social Media email, forward the acknowledgment directly to the person that is on call, cc’ing Charlene and Katt (Do not include ee on the email) 
2. Let the on call person know the status of the summary and where they should begin working on it when they start their shift 
3. On Call Person: Reply to the team, letting everyone know you have it

How to create the Social Media summary document:

1. Look for previous documents regarding the same user. 

• If the escalation is the same (sometimes users escalate to multiple members of the leadership team) you may be able to use the same summary. If not, you may use the previous summary as a reference point. (Link any previous summaries to your document) 

How to complete a Social Media summary: 

1. Add the initial Social Media contact to the document under "Social media Contact Copy" by copying/pasting ( attach a copy of the screenshot or take a screenshot and insert the link)
2. Complete each step on the research chart, including your findings. 
3. Review all points fully regarding the issue. Including the Message Centers, CSS notes, user’s history, the job itself, Iovation, and previous tickets. 
4. As needed, reach out to other teams in our Dash rooms. After research is complete and documented, compose your summary, including history of issue, how we will resolve it, any next steps, and proposed communication to customer. 
5. These summaries should detail what is (or might be) happening on Upwork which is causing this person to reach out via SM.

Once the Summary is complete: 

1. Provide a link to both Brian and Cheryl (as applicable, see calendar for their days off) to review the summary.

a. Brian and Cheryl will review and leave comments with any questions or suggestions on the summary.

b. Either adjust the summary as a result of the specific questions/suggestions and resolve the comment or answer the comment if there was a reason you chose not to include that specific information/answer (leave the comment visible).

2. Upon completion of all questions/suggestions posed by Cheryl/Brian, provide the summary        link to Katt. If Katt is out of the office, provide to Charlene directly.

3. Katt/Amanda will review the summary and advise when it is ready. 

4. Upon approval, copy the summary section only, reply all on the acknowledgement email,              paste the summary with a brief note to the executive and send.  

5. Move your Pending line to the Social Media Complete 2018 tab on the project tracker.

Once the Social Media Summary email is sent, wait one hour to ensure there are no questions from the Social Media team before contacting the Client or Freelancer. If there is no response in that time frame, follow through with the issue resolution. When at all possible always call the user to address additional questions or to resolve the issue. 

Problematic to PR (from Social Media) 

1. Email comes from social to problematic-to-pr@upwork.com 
2. Respond as quickly as possible, acknowledging you will handle the case. Make sure both  socialmedia@upwork.com and community@upwork.com are included on the reply
3. Create an email from cs-social-response-team@upwork.com not ZD, to the user letting them know you have received their case and will review immediately. BCC: Charlene and Katt and cs-social-response-team@upwork.com
4. Take all tickets the user has in ZD and assign to yourself 
5. Review and resolve for the user
6. No summary will be completed for these issues

Problematic to PR (from CS/Mediation/T&S)

1. Email comes from social to problematic-to-pr@upwork.com from Zendesk 
2. Locate ticket in EE queue
3. Research case, determine threat (social presence) 
4. Resolve if possible
5. Solve ticket with user and alert escalating team issue is resolved 
6. If there is no threat or no resolution possible, reassign to escalating team with notes