The use of social media as a communication and marketing channel has enabled businesses to reach, attract and engage a larger audience. This has lead to more conversions, increased brand awareness and brand loyalty. However, a good social media strategy may fail to meet its objectives as a result of poor etiquette.
Adhering to specific guidelines is highly essential because an error on a public forum such as Facebook, can easily spiral out of control and have a negative impact on your business. According to Forbes, 78% of consumer purchasing decisions are impacted by social media posts from business accounts. Therefore, social media etiquette plays a vital role in helping your business drive an audience to purchase.
Tips for Social Media Etiquette
Monitor and Analyse Social Media Platforms
Social listening allows you to better understand your audience and their needs. Gathering and analysing customer feedback, as well direct mentions of your brand in terms of keywords, topics and competitors, enables you to realise factors that could lead to audience dissatisfaction.
Be Highly Responsive
Fast response rates show your ability to attend to comments, queries, questions and messages on social media pages. With competitors only a click away, delayed responses can cost you a potential sale.
Always Give Credit
Crediting the author of any external information you share on your page helps to avoid accusations of unethical behaviour. Posting a source link or adding the social media handle of the author helps to eliminate such problems.
Complete Social Media Profiles
Incomplete social media profiles tend to look unprofessional. Adding all the relevant information about your business including contact information, relevant call-to-actions (CTAs), professional images and your company logo are essential.
Do not Automate Across Platforms
Understanding the purpose and the type of audience on different social media platforms enables your business to match the right content to the appropriate platform. When delivering the same message to different platforms, taking time to change the content to suit the tone of each social media platform increases the chances of engagement.
Interact with the Audience
Having a large number of followers that do not engage with your posts is meaningless. Content should resonate with your target audience, to encourage comments and shares. Such engagements help to build brand awareness due to increased post reach.
Grammatical errors, overuse of capital letters, inappropriate language and excessive use of punctuation marks and hashtags does not portray a good professional image. Create content for your posts in advance and allow colleagues to proofread prior to posting on social media.
Do not Focus on Selling
Rather than sharing content only related to your product or service offerings, posting content that is informative, engaging and exciting is beneficial to your business. Sharing links to blogs on your website not only increases traffic to your website, but also gives your audience insight and meaningful information about your business and industry.
Have Emotional Intelligence
It is essential to handle negative comments and complaints in a professional, calm and polite manner. Deleting or ignoring negative comments further infuriates the customer, so it is essential to set the tone and offer a solution to the problem. The time you take to respond and your reaction will have a great impact on your brand reputation.
High quality visual elements such as photos, videos and infographics help to grab the attention of your audience. Relevant social media content will help to improve views, engagement and following.
Tasks that you can outsource to Skilled Staff
- Social Listening
- Content Creation
- Social Media Advertising