Social Media Mar 18, 2010
Following the Golden Rule Online
Whether you’re interacting with someone face-to-face, via telephone, or online, there are still basic common sense rules of etiquette which should be followed. Unfortunately, common sense doesn’t always come into common practice, especially for online etiquette.
Many people still think that because they’re online, the rules of etiquette aren’t as important. You can see example after example of this on Facebook, Twitter, on blog comments, and in reviews. For some, there’s a belief that because you’re online, you can hide, use a pseudonym, be anonymous. The exact opposite is true - to be truly successful online, you should still follow the rules of social etiquette so you don’t become the poster child for “what not to do”.
Word spreads fast – remember the old Faberge Organic Shampoo commercials (boy am I dating myself)? One person will tell two friends, they’ll tell two friends…and so on, and so on.
And with that, here are a few etiquette rules to follow.
- Remember the old adage: if you can’t say anything nice, don’t say anything at all. Everyone agrees upon this primary social media etiquette rule: be nice. You can still provide a contrary argument for a blog posting or Tweet, but do it in a way that is intelligent and generates conversation, not backlash. Comments that are rude, profane, or just plain ignorant should be avoided at all costs.
- Just like in real life, the persona you present online should be the same as the one you present to a customer face-to-face. Be professional at all times and build that trust online like you have in person.
- Easy rule of thumb here – what would your mother say if she saw what you posted (be it a photo or Tweet or comment on a blog)? If you would be mortified if she saw it, then why on earth are you posting it online for everyone to see in perpetuity? Especially if you are utilizing social media networks for business building, why even remotely take the risk?
- Give credit when credit is due. Re-Tweet and give credit to the person you first learned about an issue from. Cite blogs in your postings. By being transparent and honest in your postings, you gain credibility and trust.
- Help others, and they will help you. For example, if an error is made in a reference to your company or yourself in an online posting, provide feedback or assistance in an open and non confrontational way. If you receive a complaint about a product or service, reply quickly and ensure they are being looked after. The more direct and helpful you are, the more people will respond in kind.
Social media networking is all about building relationships, not tearing them down. Show respect to the community and they’ll show it back to you. Ultimately just follow the Golden Rule:
“Do unto others as you would have them do unto you”
Faberge Organic Shampoo
Kim McWattDirector, Social Media & Senior Consultant
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