Did you know that 80 percent of social media users prefer using Facebook to connect with a brand? Engaging with fans via Facebook could make or break your business so social media marketing should sound like a no brainer. But what happens when users stop playing fair? From irate customers posting obscenities to fans spamming comment threads, we have seen it all.
Having a list of house rules for your brand’s Facebook page can serve as guidelines for fans and set expectations for the community. Each company should tailor their house rules to fit their company values and mission, but here are 4 tips that should be at the core of your Facebook house rules.
1. Encourage clean and respectful posts
2. Welcome feedback and concerns
Let your fans know that all feedback, questions and concerns are welcomed on your Facebook page. Give them the peace of mind that you will respond in a timely manner and will not hide or delete their post for any reason other than the previously mentioned exception.
3. Reply to every post if possible
Fans want to interact on a company’s Facebook page, so pr agencies should try to reply to every post. If you’re a smaller organization you may not be able to monitor the page during nights and weekends. Let your fans know your off hours, but reassure them that you will respond as soon as you can.
4. Be upbeat
Let’s face it no one likes rules, so it’s good to keep them “short and sweet.” As a publicist, that is one of our mantras. Try not to come off sounding like a legal document or a lecture in your house rules. Your fans are just people trying to interact with your brand, so keep it conversational and don’t sound too bossy.