Publish and react to posts

Staying in touch with customers, prospects, and other stakeholders through social media channels is a key factor in business success. Take action on posts that you find with Microsoft Social Engagement. Share, like, or comment on Facebook posts, or retweet, like, or reply to Twitter posts to stay in touch with and engage with your audience. Start a conversation by writing new posts from within Social Engagement.

In this topic

Prerequisites

Before you start to engage with your audience, make sure you meet the following prerequisites:

  1. You have an Interaction user role of Responder or Manager, which allows you to publicly post on social networks from Microsoft Social Engagement. More information: Understand user roles

  2. You own at least one social profile or have it shared with you for the social networks that you want to interact on. More information: Manage social profiles

  3. Social data is already available in your Social Engagement solution. You can find it in the Posts area in Analytics, or through streams in the Social Center. More information: Engage on social networks

    Tip

    If you don’t own any social profiles, Twitter posts provide the option to use Web Intents. You must sign in to Twitter to post with your profile.

Engage on a post in Social Engagement

Microsoft Social Engagement lets you proactively engage on social media or react to social data that you gather. In no time, you can compose a post, answer questions, share information, or socialize with your audience on social networks.

The following table shows what Social Engagement lets you do depending on where you want to interact.

Twitter Facebook
Let users know you appreciate a post they wrote Like

Like button on Twitter in Social Engagement
Like

Facebook like button in Social Engagement
Share a post with your audience Retweet

Retweet button in Social Engagement
Share

Facebook share button in Social Engagement
Reply to a conversation Reply

Twitter reply button in Social Engagement
Comment

Facebook comment button in Social Engagement
Engage in private conversations Send direct message

Send message button in Social Engagement
Send private message

Send message button in Social Engagement
Post a link to another post Post link

Post a link button in Social Engagement
Post link

Post a link button in Social Engagement
Start a new conversation Publish Publish
Note

If you apply several actions on posts in the same post list, the system queues all planned actions so that you can seamlessly proceed with your work. If a queued action fails, you’ll get notified directly in the application. If you switch to a different area in Social Engagement while some actions are still in the queue, the application warns you before interrupting the actions.

Posts that you send from Social Engagement are not picked up automatically by your search topics. Create a Twitter rule to track all tweets from a specific author (in this case your social profile), or a Facebook page rule to capture all posts from a specific Facebook page. More information: Add rules to a search topic

Let users know you appreciate a post they wrote

When you find a post in Social Engagement you appreciate, show it's author your support and like it. You can easily do this directly from within Social Engagement.

Like a post
  1. Go to Social Center.

    --OR--

    When you're working in Analytics pages, click Posts.

  2. Select the post you want to interact with.

  3. At the bottom of the post, click Like Like button on Twitter in Social Engagement.

  4. Select the check box for the social profile that you want to like this post with.

  5. Click Confirm.

Share a post with your audience

Some posts you find may be relevant to your audience, too. To spread the word, retweet or share them with a few clicks directly from within Social Engagement.

Retweet or share a post
  1. Go to Social Center.

    --OR--

    When you're working in Analytics pages, click Posts.

  2. Select the post you want to interact with.

  3. At the bottom of the post, click Retweet Retweet button in Social Engagement or Share Facebook share button in Social Engagement.

    Note

    You can retweet posts only from public Twitter profiles. If a Twitter profile is protected, you might still be able to read its posts if you’re a confirmed follower, but you won’t be able to retweet.

  4. Select the check box for the social profile that you want to share this post with.

  5. Type your message in the text field.

  6. Click Retweet Retweet button in Social Engagement or Share Facebook share button in Social Engagement.

Reply to a conversation

Reply to questions, requests, and feedback on Twitter and Facebook directly from within Social Engagement.

Conversations on Twitter usually start with public posts. Especially with support requests, additional information is often required (for example a billing number, or a real name confirmation). This additional information usually isn’t intended for the public and needs to be shared in a private way. Social Engagement lets you add a link to start a private conversation to any public reply on Twitter. This lets you turn any public conversation into a private one, without losing the context.

Comment or reply to a post
  1. Go to Social Center.

    --OR--

    When you're working in Analytics pages, click Posts.

  2. Select the post you want to interact with.

  3. At the bottom of the post, click Comment Facebook comment button in Social Engagement or Reply Twitter reply button in Social Engagement .

  4. In the header of the text box, select the social profile that you want to post with.

  5. Type your message in the text box.

  6. Optionally, you can add a photo to the reply.

    Photos need to be in .png, .jpg, or .gif format. Maximum file sizes apply, depending on which social network you want to post to.

  7. To publish the message on behalf of the selected social profile, click Comment Facebook comment button in Social Engagement or Reply Twitter reply button in Social Engagement.

    You'll see a star symbol added to the Comment/Reply symbol (Facebook comment button in Social Engagement) if another user has already replied to this post from within Social Engagement.

  1. Go to Social Center.

    --OR--

    When you're working in Analytics pages, click Posts.

  2. Select the Twitter post that you want to interact with.

  3. At the bottom of the post, click Reply Twitter reply button in Social Engagement .

  4. In the header of the text field, select the social profile that you want to post with.

  5. Type your message in the text field.

  6. Select the Add “Send a private message” link check box.

    A link to reply to this conversation in a private message is added to your reply.

  7. To publish the message on behalf of the selected social profile, click Reply Twitter reply button in Social Engagement.

    To learn more about the how Twitter guides users from public to private conversations, see Twitter Help: Public to private conversation.

Post a link to another post

Share a link to a public post along with your own comments as a new post directly from within Social Engagement.

Create a new post with a link to a post found in Social Engagement
  1. Go to Social Center.

    --OR--

    When you're working in Analytics pages, click Posts.

  2. Select the post you want to interact with.

  3. At the bottom of the post, click the Post Link button Post a link button in Social Engagement.

  4. Select the check box for the social profile that you want to send this post with.

    Note

    When you share to LinkedIn, you can choose between two visibility options: Either share the post with everyone on LinkedIn or only with your network.

  5. Optionally, type additional text in the text field.

  6. Click Post.

Publish a new post

Start the conversation with your audience and publish new posts directly from within Social Engagement.

You must have at least one owned or shared social profile to see the Publish button. More information: Manage social profiles

Compose a new post in Social Center
  1. Go to Social Center.

  2. To show the compose form, click Publish.

    Tip

    If you want to publish the same content with a different social profile, in the Publish pane, click Include the content from the previous post. This prepares the same post for your convenience so you can easily edit it for your targeted audience.

  3. Select the message type for this post.

  4. Select the check box for the social profile that you want to send this post with.

  5. In the text entry field, type the text for the post.

  6. Optionally, you can add a photo to the post.

    Photos need to be in .png, .jpg, or .gif format. Maximum file sizes apply, depending on which social network you want to post to. More information: Add media to posts

  7. To publish the post on the corresponding social network, click Send.

Engage in private conversations

Quickly respond to a private conversation through one of your social profiles directly from Social Engagement. You can allow the data acquisition of your private messages so that other users of your organization’s solution can see the full context of the conversations.

If data acquisition for private conversation from a social profile is allowed, and a search topic contains a Private Messages rule for the same social profile, all direct messages are visible to other users of the same Social Engagement solution. More information: Data retention in Social Engagement

Send a direct message on Twitter from Social Engagement
  1. Go to Social Center.

    --OR--

    When you're working in Analytics pages, click Posts.

  2. Select a direct message that your search topics found.

  3. At the bottom of the post, click Direct Message.

    Important

    You can reply to a direct message only with the social profile that received the message. More information: About Direct Messages

  4. Type your message in the text field. Microsoft Social Engagement limits direct messages to 10,000 characters. When you get close to the character limit, Social Engagement will show a counter so you can see if you need to revise your message to fit within the maximum character limit.

  5. To post on behalf of the selected social profile, click Send Direct Message .

Send a direct message on Facebook from Social Engagement
  1. Go to Social Center.

    --OR--

    When you're working in Analytics pages, click Posts.

  2. Select a private message that your search topics found.

  3. At the bottom of the post, click Private Message.

    Note

    When you reply to a private message, you can reply to a single recipient only with the social profile that received the private message. Group conversations aren’t supported in private messages.

  4. Type your message in the text entry field. Microsoft Social Engagement limits direct messages to 10,000 characters. When you get close to the character limit, Social Engagement will show a counter so you can optimize the length of your content.

  5. Click Send Private Message to post on behalf of the selected social profile.

Add media to posts

Social Engagement lets you add a single photo to posts while publishing from within the application.

Supported file types:

Note

When you use a large file, it can take a long time to upload. Also, timeouts can happen when the upload takes too long due to limited bandwidth. If this happens, try resizing the image to reduce the file size, or try again with more bandwidth.

See Also

Engage on social networks
Work with posts
Manage social profiles