I read an article by The Online Citizen recently. It outlined how a Facebook Fanpage “Ang Mo Kio – Yio Chu Kang” was taken over by disgruntled netizens who flooded its wall with comments critical of the government. So the administrator went on a deleting spree.
The fans turned into trolls who flamed, crashed and burned at every opportunity. The Online Citizen has its own political axe to grind but it highlights one thing that all social media folk should know – Don’t break social media etiquette!
Being on social media is like being in a conversation. There are things that you just don’t do, like cut people off in mid-sentence, going on and on about yourself etc. It’s the same for social media.
With that in mind, here’s…
Six Social Media Don’ts
- Don’t Ignore Comments: Whenever possible, take the time to reply to any comment, be it positive, negative or a simple enquiry.
- Don’t Delete Negative Comments: Everyone’s entitled to a comment. If it’s negative, reply that you’ve noticed it and that you’ve highlighted their problems to the right people. Follow up with them soon (preferably within 24 hours) and be polite!
- Don’t Leave Your Fanpage Alone: The “if you build it, they will come” mentality doesn’t work anymore. Fresh and regular content attracts new fans and engages your current ones. Check in frequently to talk to fans via comments, it’ll really humanise your fanpage.
- Don’t Spam: Regular does not mean every 30 minutes or hourly. Dan Zarrella recommends posting every other day. I think it depends on the content; if it’s compelling, post it. If not, schedule it for another day.
Remember: create conversations, not dominate them.
- Don’t Shout Your Message: It’s good to build awareness of your products. But telling us that it’s great, brilliant and life-changing in every update…really O.o?
- Talk about other stuff within your space. For example, if you’re a group-buying fanpage, talk about the dynamics of group buying and what it does for the customer, instead of yelling your latest deal into the ether!
- Don’t “Go After” Competitors (from Dr Journal): Talking bad about competitors makes you look petty, conniving and silly. It won’t do wonders for your brand and leaves you open to getting trolled as Ganesh Kumar of MOL found out (the full report’s over at Buzzmedia). Check out the classy reply by OffGamers.
There are many more Don’ts (and Do’s) when dealing with Facebook or other social media platforms. Please share any Don’ts that worked for you.
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