A lot of organizations are using social media to reach out to their consumers, but are they communicating effectively? In this two-part blog post, we’ll look at some simple best practice tips for communicating with your consumers in social media.
1. Be personable
Don’t be afraid to show your personality when you’re conversing with people – social media’s the appropriate channel for this, and it’s okay to be more casual conversation-wise in social media than you would on your website. It also makes your social media updates more authentic to your readers.
One of my favourite examples of this is the Police Museum’s Twitter account. The museum’s director, Chris Mathieson, does an excellent job at adding personality to the museum’s social media presence:
http://twitter.com/policemuseum
2. Respond to questions
If somebody e-mails you a question, do you respond in a timely fashion? Why would it be any different if somebody asks you a question on your Facebook page, or on your Twitter account? If people are asking you questions via social media, don’t leave them hanging! An additional value is that others who might have the same question can benefit from your answer as well.
3. Respond to comments
If people are leaving comments on the content you’re posting, respond to them, even if it’s with a simple “thank you” message. People like to be acknowledged as it shows that you’re listening and that you care.
The South Garden B&B in Harrison Hot Springs is doing a great job at responding to the comments left on their Facebook page. Their responses are all very personable:
4. Don’t use canned responses
Social media allows you to reach out to people on an individual basis. Although you may be tempted to automate your involvement in social media, template responses never work – people can see right through it.
By taking the time to write unique responses, it shows that you’re actually listening to your consumers.
5. Communicate online the same way you do in person
When you’re conversing with people online, it’s no different than talking to somebody in person. If it helps, try to imagine the person standing at your front desk. Use the same lingo you’d use in person – don’t treat your consumers as if you’re writing a press release. People want that human on the other end. Be yourself.
