Social Media Do’s, Don’ts and Damage Control

Social media is a platform for marketers and business owners that began booming just nearly a decade ago – giving professionals a new outlet to share content, upcoming news, and even the latest products they are offering to potential customers. When using social media to appeal to customers there are few “do’s and don’t’s” that are applicable regardless of the business you are running or the industry you are working in.

Scroll down for our list of  “Social Media Do’s and Don’ts” and learn how to handle the hot seat. Using our guide is a way to better understand the social media world regardless of the platform(s) you are using to promote your business or brand.

Gain a competitive edge on potential brands who are similar to yours, while learning how to stand out with social media customer service, promotion, and even advertisements.

If you are in a sticky situation with an upset fan or customer, this guide is right for you. We help you through the process of communicating directly with potential customers and those who are following your brand and what you have to offer. Replying to upset customers or working with tough clients is not always easy, especially when questions, comments, and complaints are posted publicly for the world to see. Gahhhh!

Here’s our list of social media do’s and don’ts to better understand and reach your targeted audience without causing uproar or receiving backlash.

Top 10 What to Do

1. Be professional. This is a business page, not your personal page. 

2. Have fun! Develop a brand voice or personality that matches your company, but gives you a human side.

3. Keep it brief. Attention spans are short. 

4. Include a Call to Action (CTA). If you tell people what they are supposed to do, you are more likely to get the result you want. For example, imagine you own a boutique and just got in a new dress in 3 colors. Post a picture of all three colors side by side in one image with the text “We just LOVE  this new dress, but can’t decide which color we should put in the window. Comment below and help us decide!” 

5. Include links back to your website where possible. Good for converting people to customers and good for search engine optimization (SEO).

6. Practice good grammar and punctuation.

7. Have a game plan for your posting and sharing by creating a weekly or monthly schedule.

8. Use your analytics to see which posts get the most engagement. Then publish more of that type of post.

9. Add your logo to image posts so you maintain your branding if it’s shared.

10. Outsource your social media if you don’t like to do it or don’t have time to do it. 

Top 10 What Not to Do

1. Be complicated or wordy. 

2. Post stupid text comments like “Happy Monday!” There is no value in that post and no one will engage with it. Now, if it’s accompanied by a great image, that may be a different story. 

3. Sell all the time. Try to find other ways to engage with your client’s audience rather than just being a product pusher. A good mix? Promos no more than 30% of your posts.

3. Overshare. Don’t be that TMI page or the one that just won’t shut up.

4. Rant or be negative. This is not the place for that.

5. Be boring, offensive or inappropriate.

6. Abuse hashtags. 

7. WRITE IN ALL CAPS. People will think you are yelling at them. 

8. Steal other people’s content and post as your own. Give credit where it’s due. 

9.  Automate everything. While it’s great to schedule out your planned content, you should still do some posts in real time, interact, and be a real person. 

10. Ignore negative comments. It may be an opportunity to exhibit amazing customer service.

What to do when things get tense

First of all, make sure someone is always watching and listening.
That way, you won’t be blind-sided if an issue occurs. Simply turn on your notifications so you can see immediately what is being posted on your social media. Check your notifications several times a day or hire someone else to manage it. Things can get out of control very quickly.

DO NOT ignore negative comments or unhappy customers. If you run into an issue that causes a flurry of activity (or controversy), do not run and hide. Do not ignore. Do not delete comments. Do not be defensive. 

Simply work to resolve the issue and prove to them that good customer service still exists. There is no canned response to social PR nightmares. So, respond quickly, but thoughtfully and consistently across all channels. Think before you speak. 

When handled with grace and integrity, this public display can prove to be the ultimate form of trustworthiness and actually create brand ambassadors in the end. 

General Rule of Thumb: Only delete or hide comments if they are crude,  offensive, or completely incorrect.