Using Twitter well can be a real can of worms, on the surface it is a fairly simplistic platform (hopefully they keep it that way), but once you dig a little deeper, there are many do’s and don’ts that should be considered when trying to use Twitter in the best possible fashion. This post will explore ten things that you should never do…
1 – Send Auto DMs
I’ve never heard one single person say they like receiving an auto-DM when they follow a brand (or individual back). Just don’t do it. Take the time to send a personal response whenever possible and consider doing it via an @ reply. Do not make an auto-DM your first actual attempt at Twitter communication with a customer or prospect.
2 – Follow Way More Than Follow Back
When I see a brand that follows 10,000 but only has 1,500 following back, I immediately cast them aside as a brand I don’t want to have on my Twitter radar. Follow appropriate people back and be selective about who you follow and everyone is much more likely to be happy.
3 – Throw Mud
Never, ever accuse a customer of being in the wrong. Take their issue and try your hardest to resolve it. If possible take the discussion away from Twitter. This also goes for your competitors, I’ve seen nasty incidences of brands using Twitter to have a go at their rivals – this makes you look like a jerk.
4 – Take Ages to Respond
Twitter is real-time platform, you need to be super speedy at responding to customer queries. It can be tough, but if you can’t support it, you need to re-think your Twitter use. If you can only operate during certain hours, state this in your bio.
5 – Only Tweet Sales Messages
Hopefully you already realise that a flood of sales or promotional messages are not the way to go! Sure, let your audience know of any interesting promotions etc, but never make this the crux of your content. Curate, create, converse and conquer!
6 – Fail to Deliver on What Your Bio Promises
If you state that you will be taking enquires etc, then you better be in a position to answer them! If you state that you will be tweeting the latest news from your industry, you best make sure you are doing that everyday! Don’t set false expectations.
7 – Link Your Facebook to Your Twitter
Facebook and Twitter are both massively different platforms and Facebook updates do not translate well to Twitter. No-one can convince me that this is good route to follow. Please don’t do it.
8 – Be Overly Friendly or Unprofessional
Tone of voice is very important in social media and especially on Twitter. Think how you would like to be spoken to by a business you are dealing with and bear that in mind at all times. Being friendly can often disarm an angry customer, however pushing it too far and being overly friendly can make the customer feel a little patronised.
9 – Use Text Speak
‘Gr8, glad we could help u’ No, no, no!!! Childish and irritating. Enough said.
10 – Give The Minimum Service
Always strive to help the user as much as possible. Give them links to helpful information, offer them an email address (start with a DM) or even a phone-call. Twitter may be a short form communication platform, but that isn’t an excuse to be lazy!
BONUS! – Run a Hashtag Campaign If You Suck
If your brand gets a lot of heat in the social media space, a hashtag campaign isn’t the way to go. Chances are, it will get hijacked, giving you a major headache! #McFail anyone?
What are your Twitter turn-offs? Do tell us in the comments!
Thanks to our great Assistant Editor, Jenni Maley for her input to this post!
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