Social media has proven a powerful tool for both marketing and public relations. Though the occasional fumble is always possible, social media is incredibly useful for reputation management, that is, monitoring the conversation about your brand and keeping the “bad” stuff under control quickly.
- Monitor, monitor, monitor. If you’ve set up social accounts for your business, you can’t just set them up and leave them there! Nor can you merely post your own content and ignore everything else that happens on the page. Pay attention to what people are saying…and respond appropriately.
- Put a policy in place. Make sure that your online community members know the rules for your social sites. That will give you the back-up you need if you have to delete a defamatory post or remove a member from your community altogether.
- Be liberal with employees. Let’s be realistic: you can’t really control your employees’ social media behavior, unless there are specific regulations for your industry (like HIPAA for people in medicine). So be generous and encourage your employees to use social media responsibly—after all, they’re probably your brand’s greatest advocates.
- Choose your battles wisely. Sometimes employees or users may walk the line of what you consider acceptable. Do your best to overlook it, unless it becomes a pattern from a specific person. Remember that your vision of the brand might not match your fans’ perception of the brand, so their feedback might actually be a wake-up call!
- Don’t delete! It’s tempting to delete any negative feedback you receive via social media, but a much better strategy is to answer the feedback with honesty. Demonstrate a genuine concern for resolving the person’s issue and make it clear that you’ll address it ASAP. Seeing your response sends a powerful message to other people who see your response to the post.
Fitness Marketing Agency
AutoPilot Fitness Marketing Solutions
Palm Harbor, Florida