Top 10 Business Social Media Mistakes

Social media strategy can seem overwhelming to businesses as they are just starting out on social networks. And every day hundreds of businesses launch a social presence. Why not learn from the mistakes others?

Here is a Top 10 Basic Business Social Media Mistakes presented David Letterman style:

10. Leaving your profile incomplete: It looks unprofessional or, worse, looks like you might be a spammer. Say something interesting about your business and the people running the account and, if there’s room, make it fun.

9. The URL link on the profile doesn’t point to your business: On most social presences you have the opportunity to share a link or three. Make them point to relevant business pages.

8. Poor choice of avatar image: Depending on your business’ personality you may want to use a company logo. But generally the face of the person running the account will both look better and leave a better, more human, impression.

7. Inappropriate mixing of personal and business lives: Depending on your social approach some mixing may be appropriate (if you run a winery account and you sometimes talk about wine you like or winery tours you take, for example). Generally, though, keeping things professional, human and sometimes fun will work so much better.

6. Using social profiles only for promotional purposes: If all you do is talk about yourself and your products and services who is going to take the time to listen (follow, friend or fan)?

5. Not listening to customers: If they find you on a social network and they care they will talk to you. Be ready to respond to the good, the bad and sometimes, the ugly.

4. Not greeting new followers and friends: Would you ignore a new customer coming through your door? So why is it acceptable to not greet each new person you meet on social networks?

3. Erratic updating or completely stop updating: Once you start posting (presumably based on a well-thought-out strategy) don’t stop and start or stop completely. This can send several messages … none of them good.

2. Deleting a post you regretted: It is far better to follow up a regrettable post with an explanation of what you meant. This shows the world you’re human.

And, drum roll please, the No. 1 mistake is …

1. A serious underestimation of the time and energy social networks take: Yes, many of the tools are free, but using social networks to help you understand your customers, develop new relationships and even meet new customer needs all takes time and energy. If this scares you start small (one or two networks).

Bonus: And please don’t advertise your foray into social in your print and broadcast advertising with the Twitter and Facebook icons and the words “Follow us on Twitter” or “Find us on Facebook.” That is the equivalent of using a telephone icon and saying “Find us in the phonebook.” Have your Twitter and Facebook account names right there. Make it easy for people to connect. Really!

So, is this list a good start or way off the mark? Will it help your social media strategy? Please let me know.

Possibly related posts:
10 Ideas to Help Business Navigate Social Media
5 Really Useful Sites for Social Media Newbies
10 Commandments for Social Media

10 Newbie Twitter Mistakes Made by Businesses

Businesses jumping into social media often see Twitter as a “simple” part of the plan: set up an account and start tweeting. Sadly some even get stuck right after the set up part. Here are 10 mistakes business newbies on Twitter should avoid:

1. Doing Little or Nothing
With an estimated 25 to 30 percent of Twitter accounts either empty or “one tweet and done” is it surprising that these accounts generate little interest from others on Twitter? Your inactive or virtually inactive account sends a clear message that you’ve given up on Twitter.

2. Desperately Following
If you’re following hundreds of people and only a few dozen are following back doesn’t that send a message that you desperately want followers but aren’t getting them? Why not be patient and never let your Following count get more than 10 percent higher than your Followers account?

3. Tweeting Too Much
If you’re guilty of this you will annoy your followers and water down your message… which likely means you’ll lose followers faster than you get them. How much is too much? Start slowly and only tweet useful stuff two or three times a day. As you slowly increase this over several months pay attention to what, if anything, gets a response (it's retweeted or commented on) … and when this happens. Let this be your guide.

4. Mostly Self-Promotional
Too much “me, me, me” talk will mark you as boring … or worse. Add value for others on Twitter and more followers will come. Mention your business or services only when you’ve been asked or in direct response to a stated need. If you consistently give, you’re followers will do the same and your good behavior will be well rewarded.

5. Failure to Connect
It can be tempting for businesses to give a Twitter monologue instead of engaging in a dialogue. If you get to know your followers by asking and answering questions, for example, you’ll show that you’re interested in them. They in turn will learn about you. This also means responding to any “@” messages promptly (within a day at most).

6. Not Helping Others
Acting as a connector or problem-solver will earn you loyal followers. Sometimes the simple act of retweeting a piece of great content will be seen as being helpful. Twitter truly is a place of getting more than you give, but you have to give first.

7. Mixing Business and Pleasure
Sending a mix of business and personal tweets can work when you’re well-established, but a better practice for a business new to Twitter is to keep it all professional. Otherwise you’re sending the message: We don’t know enough to keep our personal lives out of our business.

8. Impersonal avatars
Yes your business name or logo is important, but Twitter (and all social media) is about people. Use an avatar image that reflects your people not your brand name.

9. Wasting background space
Twitter gives you a lot of real estate around your Twitter-stream … don’t waste it. Use it to let people know what you do and why you do it. Put your people and the business personality on display. It’s also OK here to list a few other contact points such as email address, phone numbers and other social media URLs.

10. Not Checking In Regularly
Maintaining a Twitter account needs to become part of your routine. Once a day or twice a day or more, but it does need to become a regular thing to have any chance of helping your business.

So what am I missing? I’d love to hear other things businesses who are new on Twitter should do to improve their chances of social media success.

A Related Post:
Twetiquette: 10 basics for Twitter politeness

5 Social Media Mistakes

Don’t tie yourself up in the “Nots” before you even get started

Sometimes the easiest things to remember are the things you are NOT supposed to do. In Social Media that means that mistakes are easily made. Some common ones:

No. 1 – Not listening
Social Media, as it has often been said, is like a party. You would no sooner charge into that cocktail party and just start talking at everyone you encounter.

No, you’re much more likely to be welcomed if you take some time to find your bearings – to listen to what is going on.

This, in turn, helps you find people with whom you have something in common.

No. 2 – Not watching
The best way to earn a reputation as someone to be avoided is by not understanding the “rules” of the Social Media party.

How do you learn? You watch others. You pay attention to what works and what doesn’t. You note what the group finds acceptable and what kind of behavior will get you shown to the door.

No. 3 – Not being polite
Make your mother proud and be polite and courteous to all. Ask for permission to join a conversation. Ask to be introduced to someone you would like to meet. Be thankful for all comments that come your way – the good and the bad.

And let’s not even get into discussing politics, sex or religion. We know that no good can come of that.

No. 4 – Not helping
Figuratively speaking if you see the little old lady waiting to cross the street … go help her!

Social Media is full of opportunities to do good and to help others. Seize them … and do it without any expectation of reward or recognition.

Think of it as working towards an internal Good Social Media Citizen merit badge. You won’t actually get a badge, but you will get a great reputation.

No. 5 – Not waiting
Timing is everything. If you’ve successfully avoided the first four “Nots” you will be sensitive to what you can can’t do in Social Media.
Selling (yourself, your business or your cause) is something that will only happen when your Social Media audience is ready – preferably when they have asked a question.

You only get one chance with each person to get this right, so think before you offer to sell anything: Does this person really want to hear about what I have to sell?

If you have any doubts whatsoever, that would be your conscience using your accumulated knowledge to say “Not now buddy.”

All of this will take time. But if you can make through the Nots you will find a direct (and untangled) line into Social Media.

Related Posts
10 Commandments for Social Media
5 Really Useful Sites for Social Media Newbies

5 Steps Before Jumping Into Social Media

Thinking before you jump will save you from ending up ‘all wet’

It seems everyone can’t wait to jump into Social Media. And for business this may present a real problem.

Think of Social Media as a giant swimming pool. Now if you have a simple goal of just getting wet, then by all means jump in.

But if you have some real goals and want a return on your time in Social Media you might want to have a plan.

Here’s a checklist of 10 Things To Consider Before You Jump into Social Media:

1. Do you have the support of all the stakeholders? Seems simple, but without buy-in from employees all the way up to the CEO and shareholders you may find yourself spending more time explaining and defending rather than engaging in Social Media. If you get commitments of time and money upfront you can focus on getting off to a good start.

2. Do you have clearly defined goals? Social Media can be a lot of different things to a lot of different users, but one thing it can’t be: A miracle worker. Muddled and confused presences in Social Media will look like everyone behind them does not know who they are and why they are there. Do you, for example, know where your target audience hangs out in Social Media? Take the time to do the research and create a plan (with benchmarks to measure results).

3. Do you know what tools will best suit your purpose? Blogs may make sense if you have someone who is a good writer and has the interest in maintaining the effort. Facebook and Twitter presences could help grow the audience or how about LinkedIn profile where you share something about your business and show off your employees and their skills? The point is: Not all tools make sense for all situations.

4. Do you have the knowledge and skill to do this effectively? The good news: Your organization may collectively “know more than it knows.” In other words there may be people on board who know different aspects of Social Media. Great! But if not then you’ll need to hire some help. You also need to consider who will maintain the effort and who will oversee it.

5. Do you understand the risks? These run the gamut from “What happens if we don’t engage in Social Media?” to “What happens if something goes wrong in Social Media - how will we react?” Will your existing policies on electronic communications be adequate to cover employees and others using Social Media tools? Ask lots of questions.

If any of these questions about Social Media efforts give you cause to pause then you may need to turn to a professional – someone who can guide the process for you: from research and planning to training, implementation and measuring success.

Resources:

Peter Kim writing for Mashable.com on The 22 Step Social Media Marketing Plan

Cory Treffiletti writing the blog Online Spin for MediaPost on The Problem with Planning Social Media (No Problem)

Social Media Academy is an education and research institute whose graduates work in many aspects of Social Media

For some national “heavy hitters” in Social Media see ReadWriteWeb’s postSeven Social Media Consultants That Deliver Tangible Value


Previous Posts
10 Commandments for Social Media
5 strategies to get the Boss into Social Media
Social Media Expertise Is Hard To Find
Social Media disasters

Social Media disasters

Misspellings, missteps and missed opportunities for businesses on SoMedia

"Disaster" may seem like a strong word. But in Social Media, as in life, you only get one chance to make a good first impression.

What happens when something you’ve written strikes the wrong chord, has embarrassing errors or, worse, is just plain wrong?

Here, in no particular order, are things that can quickly take your Social Media efforts from a soaring trajectory to a downward death spiral.

Abusing – or misusing – English

Yes I am as guilty as the next when it comes to making mistakes in spelling, punctuation and grammar. But I do usually catch most of these mistakes.

Correct use of English in Social Media is important because your written ideas are the first place someone encounters you. If they see mistakes their opinion of you, consciously or unconsciously, goes down. In the back of their mind they will assume this is representative of carelessness by your business or brand.

If you want to be seen as an expert or leader in your field you need to put your best foot forward in your communications – especially Social Media where everything you write is sitting in plain view for the world to see.

Hiding your agenda

The Social Media world is 99.9 percent transparent. If you want to survive and thrive in it you also need to be transparent. If you don’t openly state your commercial and other ties to what you are writing about or promoting you will be found out. But in Social Media it gets worse: Your credibility will disappear instantly when a reader discovers for themselves that you are directly connected to the thing you are promoting.

But it’s not just your connections that are problematic. You also need to be open about your agenda. We all have one. It's best to spell out in the "About" area who you are and what your goals are.

All of this matters in Social Media because when “a bad egg” is discovered word spreads very quickly.

Having a thin skin

Many writings on Social Networking sites can seem to be critical. Some, in fact, are critical of you. How you respond to criticism online (as in the real world) can set you apart. If bad behavior by others elicits equally bad behavior from you who wins? No one. Of course.

The best response may be no response. Or you may want to wait an hour or two before crafting a firm and positive or at least neutral response that relies on facts and leaves out all traces of the personal.

At the very least any criticism should be private and between two people and not conducted in group emails, the comment areas of blogs or other public spaces.

Annoying (or outright offending) others

Social Media offers so many ways to be annoying. You can be “too connected” to others. You can ask them too often for stuff (and in this category I would include invitations to play Facebook games from people you barely know). You may keep mentioning your business interests over and over. Then, there are those who post offensive material. All of the above will get you un-followed, un-friended and un-connected.

Lack of focus

Many individuals and companies get into Social Media with no real goals or understanding of why they are there. This leads to Social Media platforms that leave those who join you confused: “I thought I started following this guy because he was interested in music, but now all he posts are annoying ‘feel good’ quotes.”

So work on one platform at a time and decide what you are there for. You do not have to narrowly define your purpose, but having a plan will help you get more out of your time on Social Media and will prevent you from damaging your your company’s image.

Being cliquey

If you’re spending all your time Re-Tweeting the same five people and they are Re_Tweeting you. Or you write back and forth with a dozen people on Facebook walls you’re likely not in Social Media, but rather you are in “Club Media.”

These tight groups in Social Media are terrible for your brand. To outsiders – the vast majority of the rest of your followers, fans and connections – this seems like a club they cannot get into or, worse, would not want to get into.

Practice good Social Media skills by reaching out to the many rather than the few.

Are there other "cardinal sins" I'm missing?

Further reading:
10 Commandments for Social Media
Twetiquette: 10 basics for Twitter politeness