Strategic Social Media
Happy Halloween! Are you celebrating offline and online? There are tons of companies taking advantage of posting Halloween themed messages on social media!
Social media has made it easier for companies and organizations to connect with their consumers. One would think a public relations professional would have it easy, too, right? When you look closer at different company Facebook pages or Twitter accounts, you will see that most of the popular pages feature the company responding back to fans even in the latest hours of the day. Successful social media pages are those that are made up of strategic daily posts. Public relations professionals, as well as professional communicators, must constantly have access to all media sites to ensure customer satisfaction.
A story on Walmart costumes went viral this week when online users posted screenshots of Walmart’s official website that listed the category of “Fat Girl Costumes.” Post after post shared the image along with disdain from customers. The category has since been taken down, but the screenshots will live on the Internet forever. When Walmart was off of the cyber world for even a minute, this story spread before they could do anything to stop it. Walmart issued an official apology, and has been busy apologizing to individual users on its Twitter account. This issue was a result of negligence, and it was enough to make a wide audience angry. Someone representing Walmart is constantly updating the Twitter page and responding to each user’s tweets.
Walmart’s Facebook page features select products that customers can comment on or share. I noticed that even a customer simply stating “I love this product!” will get a reply from an official Walmart representative. These representatives are trying to ignite conversations with customers in order to build that relationship between company and consumer. However, on each product picture, there are users who choose to post negative feedback. Sometimes the feedback has nothing to do with the picture posted, but Walmart still tries to respond by giving a link to their feedback site.
An article titled “Corporate Facebook Pages: When “fans” attack” states that “negative complaints, personal insults or incriminating gossip make far bigger impacts on us than do positive comments.” If a company is under fire for a negative post, product, or error, there will always be those who choose to hold on to it. It is important for strategic communicators to develop and sincere apologies, as well as make genuine connections with customers. Customers do not want to feel their complaints go unnoticed, and especially do not want to support a company who claims nothing bad ever happened. Listening comes into play on the Internet, even if it is a conversation through typing. If a customer has a complaint, it is the responsibility of a representative to completely read the complaint, interpret exactly what the issue is, think progressively on how to fix the issue and ensure it does not happen in the future, and then respond fully to the customer.
Companies do best when they have a unique branding strategy on social media. YouTube has become a popular site where videos go viral and are seen by millions of people around the world. These videos go viral because they are interesting, unique, entertaining, or attract the attention of taste-makers that will share it. Strategic communicators should want the best possible image for their organization on such a powerful platform. The possibilities for a viral video are endless. For example, Tom Dickson, the CEO of Blendtec, used YouTube to create a series called “Will it Blend?” where he places a variety of objects (including an iPhone) in his blenders, turns the blenders on, and watches what happens to the objects. There are enough people in this world willing to witness the destruction of valuable objects at their own amusement, and Dickson successfully got his name and his product out to the masses.
Strategic communicators must think about their products when posting on social media. What does their product do or what is it used for? Who is using it? Understanding their audience is key on social media because the audience varies. The audience could consist of consumers, clients, employers, and job seekers. It is important to be able to create content that appeals to the masses, and that is concise enough to post quickly and daily. Sometimes an elaborate story gets looked over if someone is seeking out specific information, which is why Twitter’s character limit can be used to an organization’s advantage. There are also third party apps such as Google Alerts that allow businesses to search within social media sites and receive alerts when their content is viewed. Businesses can use this data to figure out what types of posts get the most views, and adjust their communication plan accordingly.
While looking at companies during a job search, I notice that most company Facebook and Twitter pages include group shots of the staff working together. The staff is bunched together at conferences or even community service events. This shows me that the company culture is important to them because they spend time at events together, and look like they are enjoying it. Social media is not only effective for promoting a product, but for promoting the business as a whole. There is so much talent out there, and companies know that the more information about they can share out in the open, the more enticing their company looks to job seekers. Company blogs are excellent tools to show off all accomplishments. Reading a post that a company just received an award or was featured on a “Best Places to Work” list increases my interest in learning more about the company.
I was viewing a twitter account that is dedicated to posting jobs North Carolina and found that the account was live tweeting an awards ceremony. With each announcement of a winner, the twitter handle also included a link to the official website and stated whether or not they were hiring. I was able to access so many different companies in the area because of this event. The twitter account helped get business names out there I never would have heard of otherwise.
There is a lot to keep up with when using social media as a PR tool for an organization, but leaders with a strong online presence will reap the benefits of online connectivity. As long as posts are informative, professional, and sincere, customers will continue their interest and support for a company.