The rise of social platforms has opened new doors for communication between brands and consumers. But what is proper social media etiquette?
These new channels come with a completely new set of rules and customs for interaction. A recent article on SocialTimes titled, “Brands: Learn the Language to Get the Most Out of Social,” offers insight on how brands can be successful with proper social media etiquette. Here are a few tips to keep in mind.
It’s Not About You
People look to social media to escape from reality for even just a moment. They use it to connect with their friends, keep up with news, or for personal entertainment. As a brand, remember that users will opt-in to follow you. Don’t try to interject conversations and direct attention to your company when it’s unwarranted.
Spend time analyzing your audience and put your ear to their conversations. Before responding, ask yourself if your response will actually add value. Consider how you want users to feel about your brand and decide if your message is consistent with that voice.
When in doubt, follow the basic rules for partaking in courteous conversation. Be sensitive and know when it’s appropriate to respond. It may not be in your best interest to chime in on a celebrity scandal or national disaster. While it might seem like a sincere response, consumers may perceive it as opportunistic.
Social media is about understanding others, but first you need to understand yourself and your brand voice. Be honest and consistent. Share your values and those who agree will take notice. Though your brand will never be human, you can still connect with your audience on a personal level.