Social Media FAQs


Can I create and instantly publish posts using HootSuite?

You can only post instantly if you have an approvers account. If you have a provider account your posts will only go live once your dedicated approver has approved them. Therefore, it is advised that you create a posting schedule that gives your approver plenty of time to review your posts.

What is the purpose of the approver process?

The approver process has been implemented to ensure all communications via social media protect the reputation of Ardagh Group and are:

  • consistent with Ardagh Group social media policy
  • are spelled correctly
  • free from inaccurate statements and bad language

As a provider, what actions should I take if I notice a published post that needs amending?

If the approver process has been appropriately adhered to, no posts should be published with errors. If you notice published posts that require amendment, please contact your dedicated approver immediately sharing details of the post, social platform, social account, time posted and suggested amends. It is advised to provide a screenshot of the post.

Can I edit approved posts?

Only approvers can edit approved posts. If you notice a post that requires some amendments, please contact you approver with the recommended edits.

Is it possible to schedule events via HootSuite?

HootSuite doesn’t have the ability to create and schedule events. Please create and schedule events via Facebook directly. Once events have been scheduled, you can monitor and interact with events by adding an events stream to your dashboard.

Can I respond to comments?

Only approvers can respond to comments. However, provider’s permissions can be changed to respond to comments. If you require this permission please contact your approver and submit a request detailing the change in account settings.

What are the preferred browsers for HootSuite?

Google Chrome, Firefox and Safari are the browsers that are more compatible with HootSuite.

Can I change the scheduling to a 24-hour rather than a 12-hour?

The 12-hour scheduling is part of how HootSuite has been developed and cannot be changed. Please ensure posts are scheduled properly by selecting am or pm from the drop-down box shown in the HootSuite training documents.

How far in advance should I schedule my posts?

Where possible, please schedule all posts at least one month before they are due to be published. Planning social media posts with this timeframe provides adequate time for the approvers to review all posts. Therefore, removing any posts that have errors, such as spelling mistakes or inaccurate facts. If a post needs to be published immediately, please create and schedule to post and notify your approver that a post needs approving.

What time of day should I schedule a post to be published?

We advise to post weekdays between 07:00 – 10:00 & 15:00 – 20:00

How do I measure the success of posts via HootSuite?

HootSuite can create and download customisable reports. Please click on the ‘Insights’ tab on the left-hand side, select the account and the date range you want to analyse. Click ‘Create Report’ to download a PDF version of the report.

How do I use the content library?

The content library has been created to provide a database of evergreen posts. These posts have been designed to always be relevant and can be posted at any time throughout the year. The content library also provides a database of high quality images. Click the 3 dots in the top right of the post and click ‘Compose’ to edit and schedule the post on to the relevant social accounts. Please ensure posts are appropriately translated for the country you are posting to. The post you create using the content library will still adhere to the approver process, and will therefore need to be approved by your dedicated approver.

Can I upload a GIF to social media via HootSuite?

HootSuite does not support GIFs. GIFs uploaded via HootSuite show as a still image once published on social accounts.

What is a pinned post?

A pinned post is a post you select to feature at the top of your Facebook page. As a result, the selected post is seen by more people visiting your page.

How do I pin a post on Facebook?

To pin a post, please create the post via HootSuite using the standard approver process. Once the post has been approved and is live on your Facebook page, please send a pin post request email to projects@prototypecreative.co.uk and include the following:

  • A sentence requesting a post to be pinned
  • Time and date the post was published
  • A screenshot of the post
  • How long you want the post to be pinned (if applicable)

When you want to unpin the post, please send another email to projects@prototypecreative.co.uk requesting to unpin the post

Can I comment with an image via HootSuite?

HootSuite doesn’t currently support images to be posted in a comment of published post.

How do I promote a post?

Only a published post can be promoted. Please create your post via HootSuite using the standard process. Once your post has been approved and is published please complete the Social Media Boost Form and email it to projects@prototypecreative.co.uk cc Maeve.Desmond@ardaghgroup.com. Email AGGRP.Communications@ArdaghGroup.com for the Social Media Boost Form if you do not have it on file. Please ensure you provide:

  • A screenshot of the post
  • Date and time the post was published
  • Details on your target audience: age, gender, location (with radius in km), and interests

How do I promote an Ardagh Group Facebook page?

Please send an email page promotion request to projects@prototypecreative.co.uk and cc Maeve.Desmond@ardaghgroup.com. Please include in the email:

  • A link to the Facebook page
  • The name of the Facebook page
  • Provide details on your target audience: age, gender, location (with radius in km), and interests
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