top 10 dos and donts of social media management for business owners

10 Do’s and Don’ts of Social Media Marketing

POOR SECURITY

Any of these look familiar?

•  Leaving your passwords visible (e.g. on a sticky note tacked to the wall of your cubicle

Security is number one priority!

•  Failing to turn off your computers before going home

•  Forgetting to log out your accounts before giving it to someone, even if you know them personally.

•  DON’T USE : QWERTY or Password1234, Personal identification

•  Using Phrases §  ilovemma, BallisLife, GFTG (Go for the Gold),

DCOAGT (Cat & Dog)

•  Using Codes §  F4(3|30o|< (Facebook),MSSYVRYMCH (Miss You Very

Much)

•  Combing phrases and codes §  G2f0t1G5 (Go for the Gold 2015)

•  The Bridge Shuffle §  S6t5e4p3h2n1(Stephen 123456)

•  Upside down and Backwards §  5508 (BOSS), 363!5(SIEGE)

How to come up with better passwords?

•  Cyber criminals nowadays are increasing and getting more intelligent.

•  Vulnerable accounts may lead to financial loss and reputational damages.

•  Your personal security is mainly a risk even your family or loved ones.

Why you shouldn’t disregard your Cyber Security?

DELETING BAD COMMENTS

•  Do NOT delete bad feedback. Deleting it may result to

harsher comeback.

What you should avoid?

Write some safe phrases. Use these statements as examples:

•  “We apologize for your experience with our staff/service, please send us a personal message or email us at [email protected], so that we can personally address your issue.”

How to handle bad comments/reviews?

•  “Thank you for leaving a feedback, your review is vital to us as

we continuously strive to improve our services.”

•  “We’re very sorry to hear about your experience, we would

love to make it up to you by offering you a free 2 night stay at any of our hotels, just send us a PM so we can get this process started. We value your feedback as it will help us know where we can improve.”

#1 That you LISTEN to what they have to say.

What do these sample statements show?

#2 You are WILINGNESS to RESOLVE the issue.

#3, VALUE YOUR CUSTOMERS by offering them something to compensate them or to make up for their bad experience. Now THAT is customer service!

CAT-FIGHTING

•  Whenever you tweet or comment, you are representing the brand! Do not ever stoop down to theri level

•  Present yourself in a calm and collected manner

•  Immatur and unprofessional

•  Reflects the negativity off towards the company’s image

What you shouldn’t do?

•  Comment or respond professionally to their comments and exercise self control to manage and settle the conflict right away.

What should you do instead?

•  Direct message them to get their contact info and issue an

apology whenever necessary because that’s all they want to hear.

UNDERDELIVER

•  Never promise anything that you won’t be able to fulfill.


•  Avoid claiming things like you can beat and outperform your competitors by making exaggerated statements.

•  REALISTIC expectations

•  DELIVER outputs that will surprisingly EXCEED of your customer

•  Only commit what you are able to do


•  Be honest about yourself before making a commitment to a client.

BEING A ROBOT

•  Create personality and voice to your page by interacting with your fans.


•  Always inject some level of personal touch to each of your response.

•  Post to CONVERSE and create DIALOGUE with your fans.

•  Do NOT copy paste responses, especially in comment threads where anyone can see.


•  Turning off the notification settings of your page.

•  Avoid the auto respond whenever necessary to increase customer engagement and positive feedbacks to your page reviews.

GO NEGATIVE

•  Competition is inevitable. But no matter what, or who they are, do NOT bash them in social media.

•  Bad PR is still PR, even if you are saying something negative about your competition, you are still somehow promoting their brand….for free.


•  Avoid derogatory statements

•  Create and deliver more positive tone of statements to create a peaceful competition against your competitors

What you should do instead?

•  Focus on what makes you different and highlight those differences.

•  Know your market niche and focus to them your strategies and promotions to minimize the competition.

ABANDON SHIP

•  When you are a company, make it a point to be present or online most of the time.

•  Always respond on time to inquiries or concerns posted. You’ll never know one post or comment could go viral in an instant, even for the wrong reasons!

•  Use social media tools that will greatly help you depending on your need and easy to familiarize.


Ø  Using Buffer, TweetDeck etc. to manage your notification and to quickly respond to your audience while your on the go.

Setting your Page notifications to active in Facebook:

1. Click the Settings Tab

What to do instead?

2. Click the Notifications setting

3. Turn on all your notification settings for updates.

Using Tweetdeck to manage your account with ease:

What to do instead?

Stweets for a later time, add photos and have them appear natively, and watch multiple feeds and/or search strings at one time in a very HootSuite-like layout.

•  Avoid posting unnecessary things or content that may insult, offend and scare your audience.

•  Think before you post

•  What you post may become viral online but not in a good way to promote your business.


•  Avoid leaving your page in idle and inactive as this may lead to sudden loss of your page likes and fans.

MAKING YOUR PAGE YOUR PERSONAL BLOG

•  Creates work-life balance (You actually get a life outside of work!)

PROS

•  Less fear from your boss or colleagues reading your personal experiences (people actually get fired over social media posts/tweets)

•  Look more professional in public.

•  Less chance of breaking privacy/confidentiality rules.

•  Safety and Security: Protect your personal details (family, address, location, birthday, etc)

•  Harder to manage two or more accounts

CONS

•  Time consuming

•  Separates your target audience

•  Lose original followers (if you started off with a personal following)

•  In the case of Facebook, you cannot “add Friends” as a page, only “invite” people to Like your page.

What you say to a friend may not be appropriate to share with a client.

Facebook Page vs Personal Account

Use it to get to know your business associates and potential clients on a one-to-one level.

Facebook Profile

Share your blog posts on your business page’s wall and also related information from other Facebook business pages, to ensure you get a wider reach.

Facebook Page

Build a tribe – who will be both your advocates and potential customers. Build a sense of community and use your group to really connect with and get to know your tribe; their wants, needs and key motivators.

Facebook Group

•  If you are the type of person who doesn’t share as much personal details in social media anyway, then having just one account may work for you.

What works best for you?

•  If you truly want to create an identity and branding for your business/professional page,

•  Better and safer to use an account that is separate from your personal profile.

What’s recommendable for companies?

Ø Create a separate Page and have someone manage it professionally with updated posts, timely responses to inquiries, and consistent relevant contents

Ø Page will also serve as your public profile, and hopefully will serve as one of your lead generators

PROMOTING YOUR PRODUCTS… ALL. THE. TIME.

•  Do not promote your products directly over social media.

•  Social media is NOT the place to be selling aggressively.

•  Purpose for social selling is to build a relationship with your customers

•  Provide relevant content that they can relate to


•  Use the 80/20 rule of social media. 80% of the content should be engaging and high-quality content while 20% should be about the product.


•  Build around your product

•  Problems or issues your customers usually have to deal with

•  Focus on helping them solve that problem.

BEING EVERYWHERE

•  Focus on one to three social networks that fit your target audience and be awesome at those.


•  Make sure to research on where your listeners are active at and post there!

•  Check out which social network is best for your industry.

•  Sharing news and interesting content

•  Gaining customer feedback and reviews

•  Highly visual --- photos can make/break you

•  Food, travel & restaurant business

Which Social Network should you use?

Media brands

News and Entertainment

Gaming

Instructionals

Unboxing and Reviews


Airline and telecommunication brands

Real-time customer service desk

News

Business Services


Entirely Visual!

Personal Experience with Brand

Food & restaurant, hotels, sports, media, and automobile businesses.

Bloggers and Influencers

What Social Media you should use for your Business?

Technology and social networking brands.

Business services

Human Resources


•  Enables people to browse through and pin photos of products they find appealing

•  Links to brand’s website or in stores

Fashion, Beauty, Design, Arts & Crafts and Food & restaurant.


DO

DONT

DON’T # 1 POOR SECURITY

•  Think of a password that is strong enough in order to avoid being hacked.

•  Keep in a secure place. •  Limit the number of people who have access.

•  Never use passwords that are easy to guess •  Never Share your password with anyone

DO

DONT

•  Write some safe phrases to make the customer feel heard instead of deleting their comments.

•  Delete or ignore.

DON’T # 2 DELETING BAD COMMENTS

DO

DONT

•  Issue an apology for the matter they are upset with and comment in a professional way.

•  Never engage with the rage comment aggressively.

DON’T # 3 CAT-FIGHTING

DO

DONT

•  Offer a realistic expectation •  Exceed the expectation of your

customer.

Never promise or commit anything that you won’t be able to fulfill.

DON’T # 4 UNDER DELIVER

DO

DONT

Post to CONVERSE and create DIALOGUE with your fans.

•  Copy-paste responses, especially in comment threads where anyone can see.

DON’T # 5 BEING A ROBOT

DO

DONT

•  Focus on what makes you different and highlight those differences.

•  Derogatory or defamatory statement against your competitors.

DON’T # 6 GO NEGATIVE

DO

DONT

•  Respond on time to inquiries or concerns posted.

•  Have someone man your pages at all times.

•  Ignore your page

•  Outsource without monitoring

DON’T # 7 ABANDON SHIP

DO

DONT

•  Know your personal nature and your business.

•  Identify your potential clients and their language if its suitable to the nature of your profile.

•  Disclaimer •  Post personal info

•  Violate privacy laws •  Your opinion = company’s views

DON’T # 8 MAKING YOUR PAGE YOUR PERSONAL BLOG

DO DONT

•  80% of the content should be engaging and high-quality content

•  20% should be about the product

•  Insert your product or service into the contents that you publish without hard-selling them.

Hard selling

Be disruptive

DON’T # 9 PROMOTING YOUR PRODUCTS

ALL THE TIME

DO

DONT

Focus on one to three social networks that fit your target audience and be awesome at those.

Don’t push yourself to be visible on all platforms as they are really hard to manage.

DON’T # 10 JUGGLING MORE THAN YOU CAN HANDLE

Cristine T. Ongson, RN BSN MSHI CBA Digital Marketing Specialist and

Managing/Marketing Director of Online Philippines.

OnlinePhil @OnlinePhil

Contact Us

www.onlinephilippines.com.ph

top 10 dos and donts of social media management for business owners

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