Organizations should use twitter as a tool for conversations, building community and collecting feedback from target audience. But for brands, there’s an art to using Twitter, and the most successful at it follow an unwritten set of rules. No matter who your audience is or who is following you on social media- there are still a list of Dos and Don’ts that should be understood before sending those 160 characters on Twitter.
- Do Your Research Before Engaging Customers
- What is your following base?
- Background of active followers
- Determine Organizational Goals
- Is the account used mostly for customer service or to sell?
- Does the company want to provide updates about new products?
- Build Your Twitter Equity and Credibility
- Retweet, ask questions, be personal, and honest
- Listen and Observe Before Engaging
- Is the question or complaint worthy of a response? Will it help or hurt the image of the brand?
- Have Fun with Followers
- Keep customers on their toes with witty response. “@” customers when responding
- Mix It Up
- Be spontaneous and creative with tweets- Videos, links, history of brand, fun facts, etc.
Much like twitter, there are also best practices companies should following when engaging with other forums of social media- including blogging. Blogging is often underutilized but it a great tool companies can take advantage of to create open dialogue with customers.
- Keep Each Post to One Topic
- Focused and neat blogs are easy for readers to follow and will entice them to come back for more
- Catchy Title
- Draw customers in. Set the tone for what customers will read.
- Follow a Schedule
- CONSISTENCY, CONSISTENCY, CONSISTENCY
Much like other companies that have a successful social media presence (Starbucks, Target) the sport industry has used some of the tips listed above when tweeting and blogging.
Sporting teams have kept fans engaged by showing their tweets on the score board. Usually during commercial breaks fans can see the selfie they took by just usually a hashtag like #eaglesloveselfies or #smile forthetwins. Sporting team has also done a great job of mixing up the way they engage with fans. Fans now have a wide range of options from winning a biggest fan contest or half-court shot contest during halftime.
By far the biggest way the sporting industry can help or hurt their image is by listening and engaging with their audience. As mentioned in a previous blog; some people can be cruel via to athletes and sports teams.
Take it from Lebron, there is no better response than a “smart” one…
Brito, Michael. 2009. 10 Twitter Best Practices for Brands. Mashable. http://mashable.com/2009/06/24/twitter-brand-best-practices/#Wz.R8vABgkqW
Winsauer, Emily. 7 Best Practices for Business Blogs. Vieo. https://www.vieodesign.com/blog/7-online-business-blog-best-practices-need-follow/