Lately I have been writing about about things you can do to be more productive on social, and I hope you’ve been finding them interesting and helpful. This month, though, I thought I’d turn things around a little and give you the top 4 things you should avoid, at all costs, if you want to be super productive on social media. It’s like “What Not To Wear” for your social productivity toolkit.
1. DON’T: Rise to criticism on social
Social media is a way for you and your customers to connect. It’s a chance for your customers to voice their opinions, often quite publicly. It is super unproductive to take anything personally on Social, and even worse to respond to it publicly.
DO: Publicly respond to any criticism in a measured, thoughtful way, one that shows your other fans and followers that you are a company who takes action when there is a problem, and who never fights with their customers.
2. DON’T: Create a Hashtag without researching it
Back in the day when Twitter started, most hashtags were up for grabs, much like in early days of dot com, you could get whatever website you desired. Today, there are more people engaging and more people vying for hashtag use. It’s very important to research a hashtag before promoting it to your community for it to be a productive marketing exercise. Steve’s Awesome Company make think the hashtag #SAC sounds perfect, but if there’s another group who are already buzzing around it, especially if there’s one who could perhaps damage your social marketing (what if #SAC stood for a group called “Satan Also Cares?).
DO: Check on Facebook as well; there are Hashtags on Facebook now and it’s always great when they can match.
3. DON’T: Rush your social posting
It’s easy to fall into the trap of “OMG! I have to post this now!” or “I need to respond two seconds after someone tweets me.” Yes, it’s good to be timely on social, but gone are the days where a tweet is only relevant for 7 seconds. A thoughtful response and post is better than a rushed one, so make sure you think about what you say, because the world can read it.
DO: Organize your social so you can filter for the important messages and cut through the clutter.
4. DON’T: Have multiple people answer the same message
If you work with a team on your social, it’s an easy trap to fall in: Message comes through, everyone on the team sees it and rushes to help, and a customer gets 3 responses to the same question, sometimes with conflicting answers! It’s very important to know who is responsible for what type of requests and organize your incoming social interactions so that your customer gets one reply, with the correct information.
DO: Divide and Conquer! A great way to set up a social flow is to have one admin or community manager who is the first point of contact, and who then can flag and assign messages to the correct people.
Have Any Of These Tripped You Up?
Be honest! We’re only human, and sometimes we fall into traps. If you’ve fallen into any, how did you find your way out? Do you have any other actions to avoid that I should add? Let me know by commenting below or tweeting me @tammykfennell!