Facebook faux pas – What not to do
Nowadays, most companies, no matter the size, have some sort of social media presence. This can include a bevy of networks, like Facebook, Twitter, LinkedIn, Pinterest and countless others. However, most agree that if a business has only one social website, it should probably be a Facebook page.
This is because Facebook is the most popular of the networking platforms. The largest number of subscribers are on there, in comparison to any other social media website. As such, companies often have the best shot of reaching the largest audience pool possible.
However, even if firms focuses all of their efforts on one platform, mistakes can still occur. As such, leaders should look at the example of companies who have committed the largest faux pas, and note what not to do on the website.
Becoming too hot headed
Business leaders need to figure out real early that not every consumer is going to fall in love with their products, let alone like it at all. And online, it is often easier for people to be more outspoken with their opinions, as they have the comfort and relative anonymity of the internet to fall back on.
So if a consumer has a problem with a product and decided to voice his or her disheartening opinion on Facebook, social media managers need to make sure not to react unfavorably.
"Often, company owners' first reactions when they see someone speak unfavorably about their product are to defend it wholeheartedly. However, the worst possible thing they could do is speak aggressively," noted Erika Kerekes, senior product manager of social media solutions at DeluxeSocial. "This could cause irreparable damage in the eyes of onlookers, and plummet a business' reputation if they're kicked off of Facebook for using crude or abusive language."
It's not enough to simply have a Facebook page. The benefits of the website include allowing consumers to like a product, post on the company's wall or make comments on the firm's status. Entrepreneur Magazine explained these types of actions should never go unacknowledged. The source said this is particularly important when positive comments are left – say thank you when a customer gives a compliment, because this can encourage other positive reviews.
This is also true when consumers leaves an unfavorable post, Entrepreneur reported. The source said this provides a unique opportunity to turn a critic into a fan by acknowledging their bad experiences and doing everything in the business' power to make it better.
Sometimes change on Facebook is forced. For example, during the first half of 2012, business and consumer pages alike were forced to switch over to the new Timeline format. As such, companies had to change some of their tabs and pick cover photos. However, when not forced to change, companies' pages could remain the same for an extended amount of time.
According to Mashable, this is a large mistake and results in missed opportunities to show off the best of a company. The source explained settings should be switched up every so often, allowing the company to promote different products or events, particularly the user and cover photos.
Social media managers, however, should keep in mind that there are certain guidelines that govern what can and cannot be featured in the images. Mashable reported cover photos can never include pricing or sale information, a call to action asking fans to like, share, comment, download or even tell friends about anything and contact details of any kind. Nearly anything else, in good taste, is fair game.This entry was posted in Social Media. Bookmark the permalink.