Social media has been around long enough now to have its own nuances regarding acceptable behaviour.
As with any form of communication, social media etiquette is not a set of hard and fast rules as such, but more a guideline of how to behave within the current conventional standards.
You may wish to label this social media etiquette, Do’s & Don’ts, guidelines or just good manners.
Whatever you wish to call it, remember to have an online behavioural policy in place so that the community managers handling your social media marketing understand how to conduct themselves online.
Good manners and social media should be part of the business norm.
Social savvy wineries, restaurant and hospitality businesses incorporate a Code of Conduct into their social media marketing efforts which covers some of the below guidelines.
- Never post when you’re overly-tired, jet lagged, intoxicated, angry or upset. Remember that you are now conversing in a global arena. Keep this in mind when you post a public message.
“Don’t say anything online that you wouldn’t want plastered on a billboard with your face on it”. – Erin Bury
- Do not spam. There is no rule on the number of posts per day that could be considered best practice – it all depends on your business, subject matter, needs of your audience and the platform you are using. However, do consider the 80/20 rule – 80 of your content should be non-sales related and cover education, engaging and building a strong relationship with your prospective customers.
- Don’t rant. Or be negative. Or get involved in arguments. Social media is not a place for your personal vendetta or washing your dirty linen. Everything you say and do, reflects on you and your brand.
- Sharing is caring! Commenting and sharing other Facebook Page’s posts, Retweeting on Twitter etc. is part of building a strong community. Do it regularly! If someone shares your content, thank them.
- Do not steal. If someone’s work inspires you – share it by referencing them as the source. Never use their work especially a photo, cartoon or artwork without referencing – besides being bad manners, there may be copyright issues.
- Be respectful at all times, even when dealing with a difficult online situation – “Please” and “Thank You’s” do go a long way.
- Be accessible. Customers want to be heard – reply to comments either with a reply, LIKE, thank you or comment as quickly as possible.
- Do not SHOUT!!! Writing in ALL CAPITALS means shouting online.
- Never abandon your efforts when it all gets too hard. If you wish to stop using social media, inform you audience and tell them you will be deactivating your Page, Twitter account etc. Using social media is not a quick fix, but part of a long term strategy to build loyal brand ambassadors and increase brand awareness. This will take effort and time. Remember: It’s not a sprint, but a marathon!
As in business, good old-fashioned manners are important in social media. Always be polite, show respect, say thank you and never bully.
What other guidelines would you consider important to incorporate into your Social Media Code of Conduct?
Until next time…..
