Exercise caution when sharing content on social media platforms. What happens if you discuss something contentious? What happens if you respond rudely to criticism? You must be cautious about what you post and how you react on social media. Implement these six efficient strategies to safeguard your brand's image and steer clear of any pitfalls:
1. Create A Concise Set Of Guidelines For Social Media
You need to be very careful about what you post on social media, how you interact with others, and to whom you hand over your accounts, regardless of whether you manage your company's social media accounts or have delegated them to one or more of your employees.
This is because it is essential to the survival of your business.
Giving your employees a clear understanding of the following can be made easier if you have clear social media guidelines in place:
How to manage the social media accounts of your business.
What kind of content they should and shouldn't post.
How to avoid a crisis on social media. This includes responding intelligently to customer complaints and dealing with negative comments.
How to get your audience involved.
How to safeguard the privacy of your clients. You must ensure the safety of their social media conversations and data if they interact with your brand.
How to safeguard your brand from legal repercussions by avoiding legal issues.
Your employees will follow these guidelines as a guide. On the other hand, if you intend to outsource your social media marketing efforts, you can provide the agency you hire with a brief understanding of the guidelines by handing them this document.
The following sections are typically included in a social media guidelines document; however, depending on your requirements, you may have additional areas:
2. Create A More Effortless Approval Procedure
When creating content for social media, you should provide employees (or a social media agency) with creative freedom. However, you should also take the necessary precautions to ensure that these posts do not:
Contain language that is inappropriate or offensive.
Contrary to the values and messaging of your brand.
Violate regulations or laws.
Concentrate on contentious issues.
A single social media post can ruin your brand's image and result in negative public relations. Therefore, you need to pay attention to these posts and ensure that the content you share on social media reflects the values and goals of your business.
While developing social media guidelines will assist in directing your employees, you must also eliminate any room for error. As a result, you need to develop a simplified approval procedure that enables you or the person in charge to approve or disapprove posts before they are posted on your social media platforms. In addition, you should be able to provide real-time feedback to your videographer, graphic designer, and everyone else in charge of creating content for social media.
3. Be Polite When Responding To Criticism. Be prudent
On social media, anything you do can quickly become viral. Therefore, you must instruct your employees to respond politely to criticism. The following are a few examples of polite responses:
We extend our sincerest apologies for the negative experience you have encountered. Please send us a private message with additional information so we can resolve this for you.
Thank you for bringing this matter to our attention. We want to express our deepest apologies for any disappointment that may have been caused. Please send us a private message with additional information so we can resolve this for you.
To avoid a negative impact on your public image, tailor your responses to the circumstances and issues your clients raise.
4. Exercise Caution When Approaching Controversial Topics
You must exercise extreme caution regarding what you share on social media.
You want to safeguard the values and beliefs of your audience. You also want to avoid having any social or political repercussions.
Talking about contentious subjects is the only way to avoid this issue. In the United States, gun control, race relations, healthcare reform, LGBT rights, and climate change are some of the most common examples of controversial topics. Talk absolutely nothing about these things. But be extremely cautious if creating content on one or more of these subjects is ethically significant or in line with your company's objectives. Know what your audience stands for and believes. Be truthful and respectful. If you want the discussion to be productive and respectful, establish rules for commenting. Be careful, especially when discussing contentious subjects.
5. Use Tools For Social Listening
Agorapulse and Sprout Social are two of my favorite social listening tools.
You don't need to go through each social media platform one by one with these tools to look for user comments and mentions of your brand.
These tools will do the heavy lifting for you because they will consolidate all mentions and comments about your brand across multiple platforms into a single location. In turn, this will benefit you:
Immediately respond to feedback from customers.
Screen your image's internet-based standing.
Find potential customers.
Learn about the interests and actions of your audience.
6. Make A Plan For A Crisis On Social Media
What happens if a social media crisis arises despite extra caution and protocol? First, a team for crisis management is necessary. These need not necessarily be dedicated individuals who assist you in coping with the crisis. In a severe social media crisis, you can appoint your team members to be in charge.
We recommend assembling a diverse group of crisis consultants, public spokespersons, and others who will provide objective advice in a crisis. This team should collaborate with the owner or C-level executives to solve the problem innovatively and strategically.
Safeguarding your brand's image on social media necessitates a proactive and well-structured approach.
We at KLB Solutions LLC know how important it is to safeguard your online reputation. As a result, we have a dedicated team, tools, procedures, and systems in place to assist brands in maintaining their social media reputations and avoiding crises.
We'd be happy to assist you in the same way.
We help brands improve their online presence by providing strategic management, advertising, and reputation management services.
Call us right away to learn more about our services!
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