Must-Follow Tips On Social Media Marketing Etiquette: The Do’s And Don’ts
Twenty first century technology has completely revolutionized the way businesses interact with customers. With the internet bringing information and more to customers on the go, businesses are using Social Media marketing to promote themselves and their brands. The sad part is when businesses forget to use the right etiquettes in social media. Not communicating face to face doesn’t mean you can forget the basic etiquettes of communication.
Since childhood our parents have taught us the basic etiquettes of communication, listening, understanding, being polite, saying please and thank you but just because you are using a different medium of communication doesn’t mean the rules of the fields change. Businesses argue that since they have to use limited content to convey messages there is hardly room for politeness and more need to be direct. What they need to understand is that being direct can be rude for customers.
How To Market Through Social Media
The first and very important step in successfully communicating through Social Media is listening. This is your opportunity to listen to the customers and understand exactly what they are trying to say: what is it that they want and how can you remedy their problem. Setting up a customer care page where they can simply voice out their concerns can be a really helpful step.
Be friendly – all communications are successful when you are approachable. In social media, almost all communications are expected to be friendly and informal. But as a business, you cannot be too casual unless that is what the brand desires, but allowing yourself to be friendly enough can really benefit your company and help you communicate the right message.
Next, when you are part of a social network, learn its culture. Every community has a different sense of humor, a different sense of formality and communication etiquettes. Simply ignoring them can easily get your brand boycotted in a community.
Respond in a formal fashion (but remember, remain approachable/friendly). Be professional, that means making sure you are well represented in your message, and respond to the customer’s queries in a timely manner. When online it is very easy for your brand to get slandered by a few negative comments – it is how you respond that matters. Getting into any community is hard, but when you have to do it as a brand, you must stick to high standards. Even the slightest bit of unprofessionalism and disrespect can cause your business to suffer.
What NOT TO DO
We know the Do’s, now let’s move to the DON’TS. The internet allows us to mass market ourselves. We can easily get a list of customers’ e-mail addresses and send them ads and brochures but we must be careful. Spamming is absolutely unacceptable. The very first thing that makes a business lose its credibility is spamming. When your mail ends up in the spam folder of an inbox or simply appears to be spam, people are less likely to trust the brand.
Second, avoid direct marketing. Any kind of marketing over the internet is subtle. Businesses lose connection over a network when they try “full ON” marketing in social media.
Never forget to monitor your online reputation. You must regularly keep a check on what is being said about you over the web and you must take it seriously. This also means avoiding responses to competitors commenting negatively about your brand, clients consistently getting on your nerves and customers ridiculing your business.
Similarly when customers stop following your brand, it doesn’t mean you should stop following them. The goal is to find a way to get them back. Simply letting them go is childish.
The author Anne Chambers has been doing social media management for the past couple of years, and understands the importance of maintaining proper etiquette in the field of online marketing. On the same note, this author also believes etiquette should be observed in driving. She also writes for defensivedrivingclass.org.