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Engaging on Social Media How to approach interacting and listening on social media

Engagement Best Practices Social media allows you to directly connect with your members, prospects and brand representatives about absolutely everything: programming, challenges, etc. An engaged audience is one of the greatest assets a brand or organization can have It’s important to use social media efficiently to solidify these relationships and ensure that these users are getting value out of your efforts

Best Practices Follow Back + Interact Actually be Social If you have a healthy number of social media followers and you’re only following a few back, that tells users you’re not interested in what your community has to say – following back and interacting will help create goodwill. Actually be Social Social media is about being social – so engage with your brand’s influencers, members and everyone who reaches out to you (avoiding trolls and spammers, though). Social media is about relationships, and relationships require work.

Determine your Voice + Tone Keep it Short Best Practices Determine your Voice + Tone If your social media tone and voice aren’t appealing to prospects, it’s time to change it up. It’s important that your social media engagement be as unique as your organization, but it’s equally important not to stray from your brand’s image. Let your corporate culture guide you. Keep it Short Tweets containing less than 100 characters received 17% higher engagement rate than longer tweets – while Twitter limits your messages within its 140 character limit, Facebook, Google+ and other networks don’t impose a limit. Sometimes, the shorter the better.

Create Brand Awareness Don’t Overshare Best Practices Create Brand Awareness Use social media to increase your public profile – use it to create grassroots campaigns, engage influencers in your industry (and share content from them), and stay active in conversations. Stay top of mind with your audience. Don’t Overshare It’s definitely important to stay in the loop and maintain social relationships, but posting too often – whether it’s photos, status updates, or too frequent tweets – can turn your audience off. Focus on sharing content of value that reflects your organization.

Best Practices Don’t Always Jump In Be Transparent Much like oversharing, you don’t have to be a part of every conversation mentioning your organization. In fact, it’s often better to let your employees, influencers and other community members jump in for you. As a team, figure out what types of post you’ll respond to, and which you won’t. Be Transparent Transparency is a big part of building trust in your community – give your followers behind the scenes access to your organization by creating videos, livestreaming meetings and internal events, etc. Users will take more of an interest in your brand and stay in touch when it comes to updates.

Be Proactive – Not Reactive Respond to Positive and Negative Feedback Best Practices Be Proactive – Not Reactive Monitor general feeds in your industry regularly to pick up a variety of posts that don’t mention your organization, but are still valuable. This strategy uncovers new conversations and lets you establish new relationships – it’s also great for catching any potential issues before they become a crisis. Respond to Positive and Negative Feedback Respond to positive feedback, thank your community for sharing your content and invite members to share their stories. If you receive negative feedback, consider it constructive feedback and an opportunity to improve. Always respond to everyone quickly.

Any questions ? rmathurin@alphabetcreative.com Thanks! Any questions ? rmathurin@alphabetcreative.com