PR Pros’ Social Media Advice: “Don’t Be a Jerk”
Need advice from PR pros who’ve “been there, done that” on social media? PR Newswire recently released its whitepaper Mastering Public Relations in Social Media. Based on interviews with more than a dozen public relations experts, it packages social media advice, from do’s and don’ts to crisis management tips.
Here are a few tidbits:
- The Golden Rule of Social Media, according to the experts, is “Don’t be a jerk.” They recommend that all company reps—even executives—understand that it’s never okay to be snarky, snide, dismissive, or otherwise mean in the social media world.
- Knowing how to engage online starts by listening to social network chatter. The PR pros say that online listening helps brands figure out where and how to join the conversation.
- Social media teams should be trained to respond gracefully when they don’t have an answer to a customer service problem or the approval to take action. PR Newswire writes it can be as simple as responding: “Thanks for your question. I don’t know the answer myself, but I’m tracking it down.” (Make sure it’s more than just lip service, which is what Social Strategy1 CEO Michael Lewis recently experienced with an airline’s customer relations team.)
Thanks to Cynthia Boris on Marketing Pilgrim who posted about this free PR Newswire report. It’s practical, entertaining, and is short enough for a lunchtime read—so dive in!