Over the past year, social media has been the hippest buzz word for companies. It was the cool new toy that everyone needed to have. Unlike Tickle Me Elmo, social media is not something that companies can ignore when it doesn’t act the way they want. If a company thinks it can, it is sadly mistaken.

Companies commonly jump into the social media web without first tuning into the ongoing conversations about their company and industry. They arrogantly opt to think that the messaging that they’ve cooked up inside the company’s wall is gospel and continue to push their own agendas, not the customers. Seeing this from both big and small brands really gets under my skin. This is because I engage with customers on behalf of a brand and have seen the benefits of interacting with them have been first hand. This post is an open letter and a list of commandments/best practices that I would love to see companies follow. While I am not a burning bush, hopefully some folks’ ears are burning.

1. Care – while it sounds easy, it isn’t. Your customers can be brutally honest. If they are unhappy, see how you can improve their situation – a little empathy goes a long way. At the end of the day, you wouldn’t be in business without them.
2. Listen – Before entering any space, make sure you understand the platform and what the general conversation is about your brand.
3. Be honest – Companies are made up of people, people make mistakes. However in the social space it’s important to take the high road. Admit that you aren’t perfect and help correct these mistakes. It’s better to fix the problem and show a human side than grandstanding and potentially alienating the customer.
4. Learn from your mistakes – No one is perfect and mistakes are made. As long as you learn from them and openly admit when you do wrong, the community will appreciate it.
5. Show personality – Automation is not meant for the social space. Sure you can have canned statements, but have some personality. Just posting the same thing over and over is repetitive and shows a lack of care.
6. R-E-S-P-E-C-T – Much like Aretha Franklin’s song, it’s all about respect.  You give it you get it. Now rinse and repeat.
7. Value – Your community is more than just a bunch of sheep waiting for slaughter. Share your knowledge and experience with them. This can be anything from a simple retweet or sharing articles relevant to your industry.
8. Trust – Be there for your community and follow through on things that you promise. You are the point of contact for your brand – a humanization if you will. These people reach out to you for help, they need to know that you are sincere.
9. Sell Soft – Your community will be a certain size, however this doesn’t give you the license to ram a sale down their throat. Instead, be there to talk first and offer the sale or offer when needed or if asked. Keep it conversational.
10. Measure – No one likes to waste their time. Social media is the same way. Audit what you plan on doing and set goals before jumping into the space.

Are there any commandments you would omit or add to the list?

Over the past year, social media has been the hippest buzz word for companies. It was the cool new toy that everyone needed to have. Unlike Tickle Me Elmo, social media is not something that companies can ignore when it doesn’t act the way they want. If a company thinks it can, it is sadly mistaken.

Companies commonly jump into the social media web without first tuning into the ongoing conversations about their company and industry. They arrogantly opt to think that the messaging that they’ve cooked up inside the company’s wall is gospel and continue to push their own agendas, not the customers. Seeing this from both big and small brands really gets under my skin. This is because I engage with customers on behalf of a brand and have seen the benefits of interacting with them have been first hand. This post is an open letter and a list of commandments/best practices that I would love to see companies follow. While I am not a burning bush, hopefully some folks’ ears are burning.

1. Care – while it sounds easy, it isn’t. Your customers can be brutally honest. If they are unhappy, see how you can improve their situation – a little empathy goes a long way. At the end of the day, you wouldn’t be in business without them.
2. Listen – Before entering any space, make sure you understand the platform and what the general conversation is about your brand.
3. Be honest – Companies are made up of people, people make mistakes. However in the social space it’s important to take the high road. Admit that you aren’t perfect and help correct these mistakes. It’s better to fix the problem and show a human side than grandstanding and potentially alienating the customer.
4. Learn from your mistakes – No one is perfect and mistakes are made. As long as you learn from them and openly admit when you do wrong, the community will appreciate it.
5. Show personality – Automation is not meant for the social space. Sure you can have canned statements, but have some personality. Just posting the same thing over and over is repetitive and shows a lack of care.
6. R-E-S-P-E-C-T – Much like Aretha Franklin’s song, it’s all about respect.  You give it you get it. Now rinse and repeat.
7. Value – Your community is more than just a bunch of sheep waiting for slaughter. Share your knowledge and experience with them. This can be anything from a simple retweet or sharing articles relevant to your industry.
8. Trust – Be there for your community and follow through on things that you promise. You are the point of contact for your brand – a humanization if you will. These people reach out to you for help, they need to know that you are sincere.
9. Sell Soft – Your community will be a certain size, however this doesn’t give you the license to ram a sale down their throat. Instead, be there to talk first and offer the sale or offer when needed or if asked. Keep it conversational.
10. Measure – No one likes to waste their time. Social media is the same way. Audit what you plan on doing and set goals before jumping into the space.

Are there any commandments you would omit or add to the list?

Over the past year, social media has been the hippest buzz word for companies. It was the cool new toy that everyone needed to have. Unlike Tickle Me Elmo, social media is not something that companies can ignore when it doesn’t act the way they want. If a company thinks it can, it is sadly mistaken.

Companies commonly jump into the social media web without first tuning into the ongoing conversations about their company and industry. They arrogantly opt to think that the messaging that they’ve cooked up inside the company’s wall is gospel and continue to push their own agendas, not the customers. Seeing this from both big and small brands really gets under my skin. This is because I engage with customers on behalf of a brand and have seen the benefits of interacting with them have been first hand. This post is an open letter and a list of commandments/best practices that I would love to see companies follow. While I am not a burning bush, hopefully some folks’ ears are burning.

1. Care – while it sounds easy, it isn’t. Your customers can be brutally honest. If they are unhappy, see how you can improve their situation – a little empathy goes a long way. At the end of the day, you wouldn’t be in business without them.
2. Listen – Before entering any space, make sure you understand the platform and what the general conversation is about your brand.
3. Be honest – Companies are made up of people, people make mistakes. However in the social space it’s important to take the high road. Admit that you aren’t perfect and help correct these mistakes. It’s better to fix the problem and show a human side than grandstanding and potentially alienating the customer.
4. Learn from your mistakes – No one is perfect and mistakes are made. As long as you learn from them and openly admit when you do wrong, the community will appreciate it.
5. Show personality – Automation is not meant for the social space. Sure you can have canned statements, but have some personality. Just posting the same thing over and over is repetitive and shows a lack of care.
6. R-E-S-P-E-C-T – Much like Aretha Franklin’s song, it’s all about respect.  You give it you get it. Now rinse and repeat.
7. Value – Your community is more than just a bunch of sheep waiting for slaughter. Share your knowledge and experience with them. This can be anything from a simple retweet or sharing articles relevant to your industry.
8. Trust – Be there for your community and follow through on things that you promise. You are the point of contact for your brand – a humanization if you will. These people reach out to you for help, they need to know that you are sincere.
9. Sell Soft – Your community will be a certain size, however this doesn’t give you the license to ram a sale down their throat. Instead, be there to talk first and offer the sale or offer when needed or if asked. Keep it conversational.
10. Measure – No one likes to waste their time. Social media is the same way. Audit what you plan on doing and set goals before jumping into the space.

Are there any commandments you would omit or add to the list?

Over the past year, social media has been the hippest buzz word for companies. It was the cool new toy that everyone needed to have. Unlike Tickle Me Elmo, social media is not something that companies can ignore when it doesn’t act the way they want. If a company thinks it can, it is sadly mistaken.

Companies commonly jump into the social media web without first tuning into the ongoing conversations about their company and industry. They arrogantly opt to think that the messaging that they’ve cooked up inside the company’s wall is gospel and continue to push their own agendas, not the customers. Seeing this from both big and small brands really gets under my skin. This is because I engage with customers on behalf of a brand and have seen the benefits of interacting with them have been first hand. This post is an open letter and a list of commandments/best practices that I would love to see companies follow. While I am not a burning bush, hopefully some folks’ ears are burning.

1. Care – while it sounds easy, it isn’t. Your customers can be brutally honest. If they are unhappy, see how you can improve their situation – a little empathy goes a long way. At the end of the day, you wouldn’t be in business without them.
2. Listen – Before entering any space, make sure you understand the platform and what the general conversation is about your brand.
3. Be honest – Companies are made up of people, people make mistakes. However in the social space it’s important to take the high road. Admit that you aren’t perfect and help correct these mistakes. It’s better to fix the problem and show a human side than grandstanding and potentially alienating the customer.
4. Learn from your mistakes – No one is perfect and mistakes are made. As long as you learn from them and openly admit when you do wrong, the community will appreciate it.
5. Show personality – Automation is not meant for the social space. Sure you can have canned statements, but have some personality. Just posting the same thing over and over is repetitive and shows a lack of care.
6. R-E-S-P-E-C-T – Much like Aretha Franklin’s song, it’s all about respect.  You give it you get it. Now rinse and repeat.
7. Value – Your community is more than just a bunch of sheep waiting for slaughter. Share your knowledge and experience with them. This can be anything from a simple retweet or sharing articles relevant to your industry.
8. Trust – Be there for your community and follow through on things that you promise. You are the point of contact for your brand – a humanization if you will. These people reach out to you for help, they need to know that you are sincere.
9. Sell Soft – Your community will be a certain size, however this doesn’t give you the license to ram a sale down their throat. Instead, be there to talk first and offer the sale or offer when needed or if asked. Keep it conversational.
10. Measure – No one likes to waste their time. Social media is the same way. Audit what you plan on doing and set goals before jumping into the space.

Are there any commandments you would omit or add to the list?