This week is National Business Etiquette week (June 1st – 7th) and instead of rehashing when to pass on a business card or how to thank someone for a referral, we wanted to give a rundown of our favorite social media etiquette ideas.
It may seem that “etiquette” and “social media” don’t play well together, because we often hear the horror stories that happen when people don’t play nice. However, following a few simple rules can help make your side of the street a nice place to be!
Check your hashtags – Whether you are creating a hashtag for a client campaign, or attending a conference, check that the hashtag you are using is the right one. Many events have hashtags they want attendees to use, and if you get them right, you can get retweets (and the everlasting thanks of their social media person)! For “creating” hashtags, make sure to check if your desired combo of letters is used or means something other than what you intend. We’re fans of www.hashtags.org.
Acknowledge the Good and the Bad (and even the Ugly) – It can be tempting to thank people for the compliments and pretend that the bad (and ugly) customer complaints don’t happen. However, social media is public and acknowledging that you are listening to both the good and bad experiences a customer has can go a long way. You get extra credit if you take both types of feedback to make your process better.
Know the rules of the road – You wouldn’t want to go to a professional event in jorts, or let your sales guy go to a business meeting without knowing who he was meeting with, would you? Knowing the “rules” applies on and offline. Before you jump into a new community – either commenting on a blog, joining in a Twitter chat or even starting a new social channel – observe how others interact within the community before making the leap to participating.
Mind Your Manners – Social media, especially when dealing with angry customers, can get stressful. When you see “PR disasters” on social media, they often come from people who forget to mind their manners in terms of language or tone. The best thing to do in a crisis? Step away from the keyboard, or have someone else review a response before sending. We’re all people behind the keyboards and screens, and remembering that can go a long way.