Four Tips for Responding on Social Media
Did someone say something about your organization on social media? Before you respond, think about these four points, which come from Spark Freedom’s “How to Protect Your Organization Online”:
1. Be Memorable. Find a unique way to say something, even if it’s just standard information or a factual point. By doing the unexpected your followers will reward you with their affection, and your opponents will be caught off guard.
2. Choose Your Tone. It’s not just what you say, but how you say it. Decide what personality you want to establish online, and make sure it aligns with the rest of your brand identity, and then stick to it. Do not get angry. By showing that you’re listening, you’ll win respect and support from others.
3. Be Authentic. People on social media look for authenticity and can sense insincerity from a mile away. Keep that in mind as you engage online. Rather than turning on the PR spin machine, find a way to craft a reply that shows you recognize users as people to whom you can relate. People are on social media because they are looking to make connections with others, even the person behind the brand.
4. Act Quickly. The beauty of social media is that it is real time. You can snub out misconceptions and fix problems instantly through a quick, smart reply. Never expect things to go away. Blog posts and forum comments linger in search engine results forever, so you need to make sure your viewpoint is there as well.
Check out the entire guide for examples and more ideas on how to manage your reputation online.