Dos and Don’ts When Using Social Media for Online Branding and Reputation Management

Since millions of people all over the world use social media platforms to gain information about brands or products, it may seem easy for businesses to establish a large following online. After all, most of the content posted publicly online is likely to be viewed by a number of people, particularly those on major social networking sites. However, it is not enough for businesses to rely on merely having online visibility, especially if their goal is to boost their online branding and manage their online reputation.

To have an effective online campaign, businesses should consider the following rules when using social media for this purpose:

Maintaining Online Visibility

Business owners or social media managers should make it a habit to log into the company’s social networking accounts every day. Even if there is no content (e.g, company updates, promos, etc.) to be posted during a particular day, businesses should still check their online accounts since many customers use these platforms to reach out to businesses for queries regarding their products or services.

Responding in a Timely Manner

Businesses that receive customer queries online should respond as soon as possible. AJ Kumar, owner of a digital marketing agency, notes that businesses should also respond to their customers’ comments, whether positive or negative, as “they represent people who have put forth the effort to engage with your brand on a higher level than simply observing your content.”

Not Providing Personal Opinion

Even though social media platforms offer a less formal environment for businesses to interact with their customers than the traditional office setting, businesses should still remain professional by refraining from offering their opinion on sensitive matters, such as politics and religion, unless it is part of their work. This will prevent any backlash from customers who disagree with the business’ opinion on a certain issue.

Being Respectful to Commenters

Interacting with customers is a great way for businesses to expand their following, but this should not include angry reactions to negative feedback. Businesses that receive negative feedback should address the commenters in a polite way, the ultimate mark of professionalism.

Businesses should always be vigilant about posting online content and interacting with customers; every action can and will be seen by their online community. By maintaining professionalism, they can earn the trust of their customers and help expand their visibility, both online and offline.

References:
http://www.entrepreneur.com/article/225609
http://socialmediatoday.com/karen-cabochan/883651/5-common-online-reputation-management-mistakes