In engaging with people using social media, you need to show RESPECT. I will simply list a few situations in which you need to show respect, so that you can get the idea.
- Nestle asked their followers to stop using the old logo, seems perfectly legitimate…yes. Thing is it showed a lack of respect for there followers right to choose what they do and how they do it. As the internet gives people loads of methods of expressing themselves, companies need to accept that they do not have any control over how people express themselves and move to a new level where the accept and respect how people express themselves.
- Firms will receive both positive and negative forms of feedback when engaging with customers – the key here is not to try and hide negativity, because that can make things worse. What needs to happen, is a honest and frank exchange….better throw in some sensitivity otherwise you will come out the looser. For positive feedback, share it and maybe even acknowledge it. Basically deal with problems and show respect for both negative and positive opinions.
- If you are seeking followers and asking people to follow you, I suggest that you use one medium first….e.g. say ask to be a friend on Facebook and if the person does not respond or says no ….DO NOT ASK TO FOLLOW ON TWITTER OR OTHER SOCIAL MEDIA MEDIUMS. Respect the right for people to say NO!
So ultimately respect people’s choices and opinions ….otherwise you will run into trouble.