Let's Talk about *Rules on Social Media

* Rules or Guidelines really

As you are probably aware; social media has taken over! 

In the past 10 years; most businesses have a Facebook page, a blog, a Twitter account as well as presences on Instgram, Pinterest, photo sharing sites, have listed their companies on LinkedIn, have designed tabs, have mobile Apps, are in social networks and have inserted  social share buttons on all their marketing collateral.

While I don't really like using the word Rules; I have noticed that some corporations have just jumped into social media without preparing a policy, or a content strategy or have not trained their employees on how to respond to people on social media or how to handle customer service enquiries (or fails).

I also believe that we all have to tick the box to agree to each site's terms and conditions; but some of the terms and conditions are often ignored and leave a company/business without access to their account or having to deal with issues on various social networks.

So here's a list of Guidelines I use to train my clients on how to use social media wisely:

1. Set up a social media policy - here are many examples - http://socialmediatoday.com/davefleet/151761/57-social-media-policy-examples-and-resources - use these to adjust a policy for your specific workplace

2. Discuss and set up social media guidelines for your employees - http://www.bluewiremedia.com.au/free-social-media-guidelines-template

3. Use a social media crisis plan and train your staff on how to handle a mishap - http://socialmediatoday.com/chrissyme/298509/five-social-media-must-haves-crisis

4. Decide why you are using social media in the first place - this will help with your strategy and your content - then set up a marketing/content strategy which suits your employees and workplace

5. Read each site's terms and conditions and adhere to their rules.

6. Choose your accounts - use the ones that your clients/customers/ industries are using such as Twitter, Facebook, a blog platform, Pinterest, Google+, YouTube but also look at using other sites such as photo sharing sites such as Pinterest, Flickr, Instgram  (Google for information about thousands of other sites you can use for your business)

7. Remember to start small! Each account has to be active and attended to (on a daily basis)

8. Who is going to be attending to each account? What is his/her responsibility?

9. The community manager (or person responsible) HAS to check each account at least twice a day (early mornings and evenings) to ensure that questions are answered, customer service enquiries have been attended to, inappropriate content (such as people posting pictures or spam comments) is removed AND ensure that you are engaging - i.e. thanking people for shares/ReTweets, liking a comment (on Facebook), sharing your pins, commenting or liking on Instagram or simply showing that you are present and listening to people.

10. Who makes executive decisions? If a manager/supervisor needs to confirm an action - a discussion has to take place around what to do if they are unavailable. You CANNOT leave something inappropriate on your social media account/s which could harm your brand.

11. Monitoring the account/s also has to take place over the weekends - who is responsible for weekend and after hours monitoring?

Now let's talk content:

1. Use your company site/blog to promote, share and spread user generated content directly from your brand.

2. Are you going to hire a copywriter or is there someone in-house who is prepared to write blog posts, updates, Tweets and source images, videos etc.?

3. Are you finding content from elsewhere and using it as inspiration? If yes, you HAVE to source links back to the original content.

4. Are you using images with your content (which is highly recommended)? Ensure that you link back to the original source or name the source (e.g source:CarrotCreative)

5. Prior to sharing any information online, check the link (on a laptop preferably to ensure that all the other content on the site itself is trustworthy)

6. Only share, link to and use links which are from trusted sources. Ensure that there is no inappropriate subject matter or adverts on the links you are sharing - generally when people click to open a link, they may view other content on the site - so check, check, check!

7. When ReTweeting information on Twitter - check the bio/profile, the Tweets, the name of the person whose links, quotes or information you're sharing with your followers BEFORE driving content. I cannot stress how vital it is to check, check, check! (The same goes for Pinterest AND Instagram)

8. Check that the sites/videos/images are secure and safe - I use Wot - http://www.mywot.com/ to check user ratings as well as Norton 360 and McAfee secure search for this purpose. 

9. Build trust with your followers/fans/peers when using, finding, promoting, sharing or driving content - the content you use is affiliated with your brand (So I repeat check, check, check!) The only way to build trust is by being active on social media accounts and building relationships with people.

10. Seek advice. Ask for help.
Enquire about training - this will benefit yourself, your brand and your employees. (We are all learning here, even me!)

And finally social media etiquette:

1. Google before you Tweet, post, blog or share. Check your resources and try to find the original source of any content you use - this will help you build trust with your peers.

2. Be nice - and if you can't than go for a walk, grab a cup of coffee, drink a glass of water - rather than responding inappropriately.

3. If you do not agree with something and you really want to Tweet, post or blog your viewpoint - think very carefully - is it necessary? Will it change anything? If you believe it will than disagree respectfully without launching a personal attack.

4. Be diplomatic. You don't have to agree with everything, like everything, choose to share everything - but build diplomatic relationships with others anyway.

5. Try not to constantly ask others to follow you, like you, ReTweet you, share your content - build a relationship and trust with your peers/fans/followers to build an organic sharing relationship instead (which takes time and effort)

6. Shout out, compliment, acknowledge good practices you see online and share people's pages, accounts and boards with others (if they provide value to you; they will provide value to your fans and followers as well!) - I am a huge fan of social good and this type of behaviour will make your day so much nicer!

7. Try not to constantly talk about your brand/business on your Facebook business page or Twitter account - use those sites to engage with others and exchange information. People love resources, tools, tips, case studies, guides etc. - share yours with them!

8. Use your business blog to inform, educate and talk about your business. Try to respond to comments and find other blogs in your industry to build relationship with other Bloggers. And attend a Blogging event (or any type of networking event) - they're fun and you will learn a lot!

9. Be kind. Answer queries, respond to comments, find answers and share information. When you see an opportunity to help someone else - take the chance!

10. Read everything you can; blog posts, news, updates, Tweets, case studies, surveys, white papers, eBooks, newsletters, manuals - the more you read - the more inspiration you will have to generate your own content.Here are some tips to finding content for your business - http://socialnetworkingandmarketing.blogspot.com.au/2013/07/content-content-content.html
11. Make use of visual content. Pinterest boards are a great way to access infographics, blog posts, tools and tips you can share across your social media profiles (just remember to check the links) and Instagram is also a great way to build a more personal connection with your clients (customers) - check EVERYTHING very carefully on Instagram.
12. Before you select a hashtag - check the hashtag carefully (by clicking on it and see where it leads) - make use of www.tagboard.com for hashtag search.

And lastly - Make your Own Path!

Because social media is global and embraces each unique individual; you can decide how you are going to use social media to represent yourself/your brand. You can be formal, chatty, a curator of information, a helpful sharer, a promoter of social media good, a brilliant sales person, a quiet observer, an industrious entrepreneur - there is no better set of tools to finding your own path as long as you are learning and having a bit of fun along the way.

 “Be authentic and organic. It can’t be forced or it won’t work. And most importantly, have fun.” - Richard Branson on social media

It is called social media - because it is encouraging people to embrace integrating business practices socially.

Where else really can you chat with your fans/followers, share ideas, information and resources while 'meeting' hundreds of people? (If someone knows the answer to this - feel free to tell me!)

However I am going to go back to the Rules and Guidelines - by adhering to each site/platform's rules and conditions you will build an online presence but more importantly you will build trust among your peers.

Each site should have a list of guidelines, terms and conditions or policies on a page - have a read through all of them!

source: http://thetechnologycoach.blogspot.com.au/2011/05/do-you-have-social-media-policy.html

Keep learning

Thanks Jo, who is doing the New Skills Festival this September for today's post regarding social media and my basic guide.

As a trainer, I have to learn something new every day. Social Media is constantly evolving, even Blogger has just changed its entire interface and set up some basic mobile messaging blog options.

The people I teach, learn the value of social learning, social skills, social etiquette and social communication - I encourage you all to keep learning, to find information and to read as much as you can about your industry, your clients, your customers in order to really communicate and engage with them.

Although I do encourage you to do general searches, I'd like you to dig deeper. 

Attend free webinars (if time and money is a problem) - webinars will give you helpful insights, guidance, an introduction to something new and how tos.

If you can take a course, from 12 weeks, to a weekend, part time or full time for a few years, workplaces generally encourage their staff to further their skills and increase their training. Speak to your employers about improving your skills - if you're an entrepreneur - there are some great evening courses, weekend options and I recently found a 12 minute marketing course which I love the sound of.

Take advantage of slideshare, people are constantly uploading informative slides. slideshare is an excellent place to put up your slides (regarding your thoughts, business practices) where you can view and share information while finding excellent content.  

Search blogs, they are often personal accounts or journals and can give you great insight into any subject. 

People who blog are experts themselves, they are sharing their day to day knowledge, thoughts and experiences with you. People are renovating, building houses, starting businesses, studying,  travelling, dreaming, having babies, recovering from illnesses and business blogs (often) keep you very informed.

Keep searching Facebook, Twitter, LinkedIn,YouTube for advice, questions, reviews, data, statistics, information, answers ... anything which will help you learn.

Have a look at all the conferences, or webinars, Tweetups, mashups available (the easiest way to find them are on Twitter), they are often after hours and this is a great way to meet people offline.

Social Media has changed how we interact. We are no longer working standard business hours, 5 days a week. We have to schedule Tweets/Updates/Posts, monitor accounts on weekends and be online when our clients and customers are online ... you need to work out when best suits you and how.

Never stop learning. It's one of the most important things I have learnt on my social media journey.

Connect

Social media is not just about marketing, promoting, business, feeds, ROI and all the other marketing terms I am sure you have heard of, read and used yourself.



Social media is about connecting and this has been especially apparent on Twitter and Facebook. People use social media to reach out to each other and connect with each other.


There is an incredible amount of sharing on social media sites. People write about everything and share so much about their lives and themselves. It truly helps us to connect, to embrace, to have empathy, to show compassion and you can see this by how many people reply or comment on updates or blog posts or statuses and send or share links with others.


It shows me, that people in the world can learn from each other and mourn for other peoples' losses, deaths and tragedies and support each other and communicate with each other in a way we never could before.


We can also celebrate with people, congratulate people on their accomplishments and achievements and be happy for someone who has witnessed, seen or done something.


On the 3 May 2011, Derek K Miller died of cancer at 41 and wrote a last post to say goodbye to his family. His post reached hundreds of his followers and his friends, who said goodbye to him in their own way and cried tears for him. It also reached out to hundreds of strangers, to people who have or have had cancer and did what I believe social media does best, makes us closer to each other, helps us learn about others and really reaches us, wherever we are in the world, no matter our own individual circumstances.


In the same way, Jenny writes a diary for her son Cooper who has leukaemia and shares her love for her son and again, blogs like these teach us about Jenny, her love for Cooper and both their experiences of cancer.


And a 5 year old boy, whose sister sold his artwork which paid off his cancer treatment, again shows us how we can connect, can reach out to each other, can reach out somehow in ways we never could.


I cannot express how beneficial social media is. Not only for business, for marketing, from building a brand, from putting a business online, from a making money point of view, from building a community - which are some of the reasons that individuals, businesses and corporations are using social media for.


Businesses, entrepreneurs, small businesses and corporations have seen how they can benefit, how we can all benefit by communicating with each other, by connecting with each other in a number of ways.


We no longer just look at websites. We watch YouTube videos, we use Facebook, we communicate on Twitter, we read blogs, use discussion forums, click on likes, share links, we make business connections on LinkedIn. We use email marketing, surveys - we are truly being more socially active online.


And the benefits are astounding. We can connect and make contact with people who love the same things we do. We can find people in our industries. We can find jobs, resources and ideas. We are truly sharing.


We can respond to queries, clients and customers in a hundred different ways. The work we do is different. We look for, find, research and use information which is immediate on the Internet and we can benefit by reading, observing and listening to each other.


But the essential most crucial part of all the social media, is that I as a stranger can mourn the loss of a man who loved his children, I can learn, read about and understand about illness and family life.


We can teach each other and learn from each other. And we get a glimpse of love. We see empathy and compassion. We can wish each other well, help each other, give and receive advice.


I truly love social media but it goes further than that for me. I love learning from people. I love the way I can get information, any kind of advice, assistance, tips, hints which helps me with my business, with marketing and deciding how to teach my clients. I love the way I can find information and news and stay so up to date about anything that is happening in the world.


But when social media shows us that we simply can connect with each other and get a glimpse of love -  then we watch and see how people respond, full of empathy and compassion for each other; that's when I truly get a glimpse that we all just really want to hear each other and be heard. (It's quick, people make thousands of Tweets a minute and hundreds of Facebook updates - so you cannot possibly read everything)


Sure, we want immediacy, we want businesses to respond quickly when there is an issue or a crisis. We want to have our say, have the freedom to express (whatever, TV shows, cooking skills, business meetings, funny things that happened through the day, complaints, news, and opinions)


But social media really is about communicating. Not just communicating, but learning about each other. And being very, very grateful that we can.