Tagged: reputation

Shortcuts to Avoid in Social Media

042313-shortcutShortcuts are something that are used in almost every facet of life. Be it keyboard shortcuts or a quicker way to get home from work, people like to do things the easiest way possible.  We have automation tools that allow for advanced programming of Twitter, Facebook, Google Plus and even Instagram.  But where do we draw the line between convenience and practicality?  Does automation of posts deserve the bad reputation it has? We personally feel that automation has it’s place, but it require supplemental monitoring to make it effective.  Here we are going to go through some social media shortcuts that you should avoid with your pages.

1) Pre-Scheduling for Events

This seems like a no brainer, but you should avoid scheduling your posts in advance of a real time event.  If, for example, you have programmed tweets talking about a specific driver in an upcoming race, it could backfire on you if something about the event changes. The driver could be injured before the race or the weather may cause a delay.  Stick to posting real time updates on events if you cover them to prevent this from happening.

2) Auto-Replies

One on one communication should never be automated. Whether it’s thanking someone for following you or answering a message, you should always do these yourself. There is no better way to turn off a new follower than to send them an automated thank you.

3) Posting the Same Message Across Multiple Networks

This is where automation gets the most flak from critics.  A lot of times when using automation tools to schedule messages in advance, you can schedule the same message across multiple networks. For example, you may send out a message as a tweet and as a Facebook update.  Unfortunately, this is pretty noticeable to followers. After all, it’s still a little weird seeing a lot of hashtags on Facebook if you are cross posting from Instagram or Twitter.  We recommend tailoring each message you send out for the network you are posting on.  What makes for a good tweet may not translate that easily to Google Plus and so on.

4) Sending Connection Invites Without Personalizing

For networks like LinkedIn, you can send a message along with your invitation to connect.  There is a standard message already in the template, but you should take the time to make it personal. People will know if you just sent them the boiler plate message, so make sure to put your own spin on it.  Explain why you want to connect or how being connected to you will be beneficial to that person. Don’t risk looking like a spammer with the standard message.

password5) Using A Simple Password

Most people use the same password for everything. Be careful of doing this, especially with an easy password. Social accounts get hacked all the time for one reason or another, so stay on top of your accounts with solidly difficult passwords.  Also be sure to change them every so often to keep your accounts as secure as possible. The process for getting your accounts back after they’ve been hacked can be difficult and sometimes not possible. Better to be safe than sorry in this case.

6) Buying Likes

Did you know that some companies offer ‘likes’ for a price? These businesses create thousands of fake accounts to generate likes for their clients. Facebook has caught onto this scheme and actually punishes pages that do this by limiting their organic reach.  Avoid buying into any scam that is supposed to bring you likes on your page, it will end up doing more harm than good.

7) Only Retweeting/Sharing

Retweeting is good for networking and spreading other’s messages if they are in line with your brand. The same goes for sharing on Facebook.  Only retweeting and sharing, however, shows your audience that you don’t have anything original or unique to offer. Use the retweet and share buttons sparingly so as not to oversaturate your followers. Otherwise why should someone follow you when they can get the message from the other source?

8) Inviting Every Friend to Like Your Pages

Annoying your friends with constant invites to like pages they aren’t the targeted market for will actually hurt your reach. You want to make sure you are reaching the right audience for your brand with your ad campaigns.  Stick to trying to gain a following of appropriate customers.

tagging-on-facebook9) Tagging Irrelevant People

This is probably one of the worst things you could do with your social pages. Under no circumstances should you tag people in an update that have nothing to do with your message. Get permission from anyone you want to tag before you associate them with your company and only then tag them if they are relevant.  You will get more exposure by tagging, but it will backfire if it doesn’t make sense.

These are just a few things you should avoid with your pages. Social media management isn’t easy, but if you make sure you aren’t taking the wrong shortcuts, you will do just fine. Good luck and happy posting.

 

How to Respond to a Social Media Crisis

crisis_managementSOSDo you know what to do in the event of a social media crisis? How do you defend yourself and your brand online? We’ve covered how to prevent social media meltdowns before, but now we will cover what to do when it happens to you.

Remember that your brand reputation matters, online and off, so it’s important to know who your critics are and where they are coming from.

Are they an upset customer? How about a competitor? Or is it just a troll who is seeking attention but no real solution?

First and foremost you should act quickly.  Avoid sitting on your hands waiting for answers and do your best to respond quickly and appropriately to any concern or criticism.

Next, take charge of the situation and assure your fans that you are in control of the crisis.  You will put people at ease by not only addressing their concerns quickly, but letting them know you have a good grasp of the problem.

You should be prepared to handle the reality of the situation and deal with the facts.  If someone is critiquing your product or a customer experience they had, allow them to vent but also try to rectify the problem at hand by engaging with them.  Dealing with the crisis as it arises will show others that you aren’t just trying to let it blow over.

To avoid any misconceptions, use all of your company resources to communicate what has happened and how you are going to fix it.  Encourage dialogue before others have a chance to spread negativity like wildfire.  Again, engage with the critics and nay-sayers before they accuse you of ignoring the problems they have.

reputationLastly, you should make sure you deliver on what you promise to do.  If you are handling customer concerns, do what you need to do make them happy.  Allow people to come back and say that you handled the crisis well instead of poorly.

There are many large and small companies that have made mistakes on social media, so don’t beat yourself up when they happen.

Remember that mistakes are part of learning and the experiences that don’t break you make you stronger.  This is especially true of crisis situations.  Make these moments your time to really shine and handle anything that comes your way.  You will be happy that you did.

Avoiding Social Media Reputation Meltdown

reputationYour business’s reputation has always meant a lot, but now in the social media age it’s becoming harder and harder to maintain.  Companies that have otherwise maintained a good reputation with consumers have engaged in total public meltdowns on social media platforms. Why does this happen? What can you do to avoid tarnishing your own reputation on your social media pages?

Don’t Reply to Everyone– You cannot reply to every person that is critical of your business, period.  You can try to deal with customer complaints and negative experiences as best you can, always with polite and helpful responses.  Don’t give in to the impulse to respond to every comment defensively, but instead keep engaged in customer conversations in a proactive way.

Don’t Respond to Trolls– Internet trolls are people who seem to exist only to cause discord and negativity.  They actively try to encourage arguments and anger to illicit attention.  Recognize these people when they are commenting and don’t give in.  Responding to trolls just adds fuel to the fire because they are not looking for a solution to a problem.

Don’t React Immediately– Everyone’s gut instinct to criticism is to get defensive and angry.  Avoid this.  Take some time to think and stop-negativityplan your response.  Ask others to read your response to make sure it’s appropriate.  Sometimes the best response is silence. If you are addressing a negative review or concern, do what you can to be positive and helpful.  If you can help turn a negative customer experience into a positive one, your brand will be stronger for it.

Don’t Insult People– My grandfather was a big fan of telling me “If you can’t say something nice, don’t say anything at all”.  I still try to remember this as an adult and it very much applies to social media.  Once something is on the internet, you can be guaranteed it will never go away.  Negative and insulting comments toward customers/fans will not only blow up the situation, but make you look really bad.  It doesn’t matter if the commenter insulted you and your entire family, keep a level head and don’t engage in a poop slinging contest or you will come away looking like the bad guy.

Learn When to Leave It Alone– When facing negative feedback, it’s important to know when to give up.  Sometimes people just want to vent and cannot be helped.  Sometimes responding only makes things worse if you don’t have solutions to the original grievance.  People will leave you alone if you don’t feed into negativity.  Take criticism as learning experiences and try to avoid making similar or worse mistakes in the future.

Managing your business reputation can be a challenge, but if you follow these tips to avoid social media meltdown, it should be smooth sailing.