Messaging: Using Twitter Well

Couple of things jumped out at me today regarding Twitter (and this relates to other social media tools, like Facebook). These are timely reminders that we’ve got to think through and use well our interactions in every setting, including the 140-character limitations of Twitter.

Here’s an article about a Best Buy exec – and how he could have better handled a Twitter exchange with a customer. Oops. Negative branding – without even trying. Now folks around the world are seeing this dialogue. Wouldn’t it have been better to address the complaint directly, instead of justifying and explaining?

This piece suggests that with social media, specifically Twitter, you are “always on.” A reminder on using the platform responsibly, keeping the brand always in mind. What to do if you accidentally post something that casts a negative light on your brand? Good tips here.

Remember, you are always communicating. And as political advisor and language expert Frank Luntz suggests, it isn’t what you say, it is what people HEAR that constitutes your messaging.

Someone is always happy to share your thoughts and words with others. An innocuous comment can get pinged around the social networks with blazing speed, and your brand will get praised – or dissed – by thousands.

So, what are you telling people about your company and brand?

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