How does your company handle etiquette on social media channels? Take a page from our handbook for the very basics that may very well just make or break public relations efforts during a time of crisis.
1) Nothing Personal
When responding to negative comments on Facebook, your community managers should know not to take anything personal as they are representing your brand and your company's reputation is at stake.
2) Always be polite
No matter how ridiculous, angry or provocative a conversation on your social media channel may be, impersonal responses or rude remarks will only lower your brand's image in the minds of other customers and the public.
3) Clever humour
If your brand was dealt a blow to its reputation on social media, how would you deal with it? Sometimes, laughter is the best medicine to dispel negative comments. This is how the customer care support team from ALDI, a global discount chain store founded in Germany and big in the UK, responded to a negative tweet on Twitter.
For more tips on how to manage your social media community and content, coaching and ways to improve your online engagement, contact us today!