If you’ve been listening to entertainment news, you’ll know that many famous celebrities had gotten flak from tactless statements made in social media. If they were ordinary people, those mistakes would not have been blown out of proportion. Unfortunately, they aren’t, and everything they say in public is scrutinized. Any small misstep can be a cause for negative publicity.
The same goes for companies and businesses with social media accounts, especially those managed by social media outsourcing companies. Their audiences may not be as huge as those of the celebrities’, but the damage that may result can be just as significant for a business as it is for any celebrity.
You need the following rules for your social media managers, and actually for the rest of your employees, in order to avoid social blunders.
- Courtesy should always be observed when using the official social accounts of the business or company. People are sensitive to how customer service is carried out. Any statement that hints of disrespect and unprofessionalism will stick out like a sore thumb. It will only inflame the customers, spread rumors of poor customer service, and discourage others from patronizing your business.
- Answer well-meaning questions and inquiries. Consumers today tend to explore all avenues of communication in order to reach service or product providers whenever they have questions about their purchases. This is, after all, one of the main purposes for setting up a social media account: for customers to interact directly with you. Getting asked always comes with the package.
- Your social media outsourcing team must always be up to date with whatever’s happening in the business. Is there a new product to be launched soon? Are there discounts, special offers or such given to VIPs? What’s the policy for returning purchased items? Your social media arm should always be in coordination with marketing and sales. Any misinformation or lack thereof may result in inconsistencies in public announcements. Don’t confuse your customers otherwise they’ll grow irate and unwilling to buy from you.
- Make it a company policy to forbid employees to discuss about the business and the company in a bad light on social media platforms. There are proper procedures for unsatisfied workers to follow, and that’s to approach their superiors or the HR first, not to talk negatively about the company in public.
- Staff assigned in social media outsourcing must know everything there is to know about the business or company they are working for. This is the only way for them to effectively represent the company and interact with customers on their behalf.
Lastly, put your social media outsourcing team through training courses that will help them develop the right attitude needed for interacting with customers and the general public on social media. They must learn to be patient, social, and witty but also tactful.
These are what it takes for any social media outsourcing staff to be truly effective and commit minimal to zero PR errors.