Remember when your mother told you to mind your manners? Etiquette isn’t just for little kids, fancy occasions, or your in-laws. It’s just as important to follow the rules of etiquette online, and when it comes to the text-format of social media, you need to adapt so that you’re communicating your message effectively from screen to screen.
Internet etiquette isn’t rocket science, but you do have to account for some normal indicators of politeness to be lost in translation due to the format of the media. People can’t tell your tone of voice or facial expressions through the screen. Intent doesn’t count for netiquette – if you offend someone without meaning to via social media, it doesn’t matter, because for all intents and purposes you seem rude.
In order to avoid this common mistake, be sure to use polite, conversational diction and language in all of your communications, posts, and messages on your social media websites. People remember how you make them feel more than what you actually say. Before you post, read through your words to see how they sound.
Act as though you’re just talking to a friend. This kind of relaxed, easy style will come across well with your audience who will feel as though you’re speaking directly to them. You may not want to show emotion through exclamation points or emoticon smiley faces, but don’t talk down to people or flood them with highly technical language, either. You can still be specific and professional while being conversational.
This one may seem like a no-brainer, but manners really do make a difference. As mentioned above, without face-to-face interaction, the only clues your audience has to go on will be the words you say and what those words evoke. Be sure, then, to use words that definitely have a positive connotation.
Politeness is essential. Say “please” and “thank you”!
If You Don’t Have Anything Nice To Say…
What your mother told you definitely is true. Not only does politeness go a long way, there’s absolutely nothing wrong with being nice! Take the opportunity to show off niceness wherever you can online.
A great way to do this is to give validation to your awesome customers. This drums up excitement for your products and a positive image for your brand overall.
This is probably the most important tenet of social media etiquette. In many instances, clients and interested individuals will contact your social media platforms looking for customer service. Though these issues may not be the job of the content creator or social media manager, it’s essential for your company’s web presence that whoever is in charge handles these instances with grace and concern.
It’s of the utmost necessity that the social media manager addresses customer service complaints and questions quickly, politely, and efficiently. Acknowledge the complaint and assure the customer that the issue will be directed to the appropriate area and they should receive word soon.