How to Avoid Blunder in Social Media
Ever heard about blunder? No, we’re not talking about a term in chess, but the one that means a careless, stupid mistake that we must avoid, especially when we’re entrusted to handle a brand’s social media. Here’s the tips to avoid blunders; happy reading!
1. Always have a solid content planning
What tone of voice do you choose for your branding? Casual or funny? What kind of visual do you think would suit your brand the best? Is it minimalist or psychedelic? Have you calculated the posting-schedule of your content?
These three questions are all crucial to building a solid content planning for your social media, not just because the audiences would gradually no longer see you on their timeline if your presence is not consistent, but also in the worst case, the content you post, the way you replied to comment, or your response to a complaint are all might be the main source of your own blunder.
2. Do double-check (or even triple! Quadruple!) before posting something on social media
When you double-check your content, make sure that the caption aligns with your brand’s tone & is not offensive, your content doesn’t contain a fatal error, and the additional hashtag is relevant. This is important because once a content is posted, you can’t just simply delete them if it’s not supposed to be seen by your audiences. Remember this one pivotal principle of communication: communication is irreversible; means you are not able to control the effect of something you did or said earlier. Sure you can post an apology, but the effect is never the same anymore.
3. Do not respond to complaints without sincere apology
Have you ever complained to a certain brand and they just replied with such a ‘monotone template’ message? The tip is: no, don’t. Complaints are never the same, be it the tone of the message or the people who have done it. The apology has a structure you must follow:
Your first sentence must contain a sincere regret addressed to your consumer’s name, then explain what’s wrong and acknowledge your responsibility. Last but not least, show gratitude for your consumer that they still want to address their problems and your brand will always strive for better quality.
4. Last but not least, always consult with your PR before taking any further serious step
This is a pivotal thing to do when you’re about to respond to any negative feedback you got from social media. When your consumer decides to write a very long complaint publicly, do not immediately respond with no data and sincerity at all. If you think you’re not able to solve this problem alone, don't worry because Konekc team is here!