What NOT to do is just as important as what to do when it comes to social media for your brand. Take the time to avoid a few key missteps, and you’ll be much more set up for success in the process.
Here are a few easy-to-absorb tips on things to stay away from as you’re managing social media:
Don’t forget who you’re talking to. What are they like psychographically? What do they do? What are their interests? How and where do they like to spend their time online? How do they like to be spoken to? Always keep these things in the forefront of your mind as you’re making any decision regarding your customer -- definitely any social media-related one.
Don’t lose sight of your brand’s voice. We’ve talked about the importance of finding your brand’s voice [Branding 101: Developing Your Look, Feel, and Message], and this comes into play within social media in a big way. Look through your brand’s lens as you develop content for social media, and as you interact with your customers there.
Don’t stop engaging. With a presence on social media, you’re expected to interact with customers. Do so in a timely manner to keep your customers coming back to continue the conversation.
Don’t delete negative comments. People expect social media to be a place of transparency, so don’t panic and pull down a post or comment just because it’s not a rave review. Acknowledge the problem and start a conversation with the person who posted, which shows that you’re proactive in resolving issues and that you genuinely want to make sure your customers are heard.
Don’t like your own posts. Kind of a given, but...just don’t. :)
Don’t be spammy. Avoid posting the same content over and over, or being too automated -- and not human enough -- in your posts. Those practices will lose you followers quickly.
Don’t connect with everyone. It’s flattering when someone likes your page -- especially another brand! -- but that doesn’t mean you automatically have to return the favor. Be strategic about who your brand follows and engages with on pages outside of your own.