No doubt you have seen cringe-inducing social media posts by your favorite brands. Sure, making mistakes is human, but, the issue is when the social media ‘twittersphere’ are unforgiving and will likely pounce on the opportunity to make fun of the occasion.
Hashtag-jacking isn’t a pretty sight. #opps #mistake #recovery
An error learning opportunity, but best to avoid if possible by using a framework built from the experience of other’s that have gone before.
Below, here is the perspective of a restaurant using social media and posting about the experience they offer and tantalizing options for would-be patrons:
Scenario |
Do! |
Do Not! |
Presence | Be active, be consistent. People love activity and a sense of being there. | Post once on one network and then disappear for two weeks – it helps to check them all at least at the beginning and the end of each shift. |
Responding to Messages | Respond as quickly as possible- within 5 minutes is great! When you do, watch for a reply to your reply. Wait no longer than 30 minutes before replying during open hours. | Ignoring a comment, tweet or message directed as us is a faux pas – that’s a person that strived to make contact with us, which we cannot ignore. Treat these messages with a prompt reply; even confirming you got the message with a “Thanks!” will suffice. |
Negative Comment | Tell an F&B Manager or Sales Manager – explain the situation and get instructions of how to proceed. | Never delete a comment or post, or flat out ignore what may be a valid concern. Ignoring the issue may further inflame the situation. |
Connecting vs. Selling | Individual people are behind each post – and have made a choice to follow us because they get value. Connecting on a human level – questions, comments, excitement and passion – is important! | People don’t follow to be continually told what to buy – people follow because they like our ‘personality’ and brand! Individuals feel that we stand for something they themselves like in themselves – we continually need to keep connected with that commonality! |
For more, read “Modern Etiquette Social Media Dos and Don’ts”:
http://www.designsponge.com/2013/02/modern-etiquette-social-media-dos-donts.html