3 Tips for Social Media Etiquette
I’ll admit, I’m a major fangirl when it comes to Lauren Conrad. You might remember her from MTV’s Laguna Beach and later, The Hills, or maybe you recognize her name from her wildly successful fashion line available exclusively at Kohl’s. But what you might not know is that Lauren Conrad is a boss lady when it comes to social media marketing (SMM). She graced last week’s cover of Adweek, and it seems social media addicts are talking about her all over the Web. A supporting article, also on Adweek, credits her social successes to her “Ladylike Laws” of social media etiquette. LC’s dos and don’ts are right on the money when it comes to social media etiquette for individuals. So, here are just three ways to take her tips and apply them to any brand in the business world.
1. Don’t be a bully. You’d think this is a no-brainer, but when I say, “bully,” I mean: Don’t offend anyone. At all. Even in the slightest. In this social age, there will always be people who will jump at the chance to be offended. They almost seem to feed off outrage. It can snowball quickly, and while there are plenty of PR heads in the school of “any attention is good attention,” that’s not always the case when it comes to brand identity, especially if you’re trying to sell something. I say, make conscious choices; think about the worst-case scenarios before clicking “post.” If there’s even a tiny pit in your stomach about it, don’t post it; it’ll become a crater.
2. Don’t go mute. Maintaining a regular social media presence is a lot of work! That’s why many brands and celebs hire professional social media teams to handle it for them! Sure, Rihanna and Kim Kardashian love to Instagram, but if you think they’re the only ones posting on their accounts, you’re strongly mistaken. Saturating your audience is important, especially when considering the speed of light (not really, but seems like it) that the newsfeeds move at. It’s called “social” media after all, so when someone asks a question, or offers a suggestion or review, make sure you respond!
3. To delete, or not to delete? More often than not, you should never delete a negative comment or bad review. Users can screenshot their comments and repost elsewhere in the event you delete a comment from an unsatisfied consumer. However, don’t respond unless you can prescribe a reasonable solution. Your best bet when it comes to negativity is to apologize, and request the follower send you their private email so you can remove the negativity from a public forum. This will increase the odds of the followers changing their negative impression because they’ll feel cared for.