I notice that Facebook is now measuring “responsiveness” from companies… i.e. how long a company takes to respond to a message posted on that company’s Facebook page.

Which in principle I suppose is not a bad thing… but guess what their benchmark is? I quote:

“Turn on the icon by responding to 90% of messages with an average response time of 5 minutes.”

Do they seriously expect every company with a Facebook page to dedicate four or five (3 shifts plus weekends…) people to monitor their Facebook page 24/7? What on earth where they thinking? Continue reading →