Facebook Etiquette for Businesses
Social networking has grown into an Internet sensation and businesses are taking advantage of the phenomena. Many businesses use Facebook to promote their products and services, but the Emily Post of Facebook has not yet been published, therefore, we have included a short checklist of Facebook etiquette for businesses.
Online forums and live chats on a business website can be costly to maintain, therefore, many businesses have opted to use Facebook for their customer service needs. Facebook’s wall, forums, status updates and other features are an acceptable means for businesses to communicate with customers. An added benefit is that customers can help one-another with tips and tricks.
Tagging photographs is acceptable, but a business needs to be careful about posting photographs of individuals online. It is best to check with an attorney first, but many agree that it is always best to get permission from anyone in the photograph (in writing) before posting images of them online.
Businesses often place a “Like” button on their website and newsletters. This allows the target audience to easily click to promote the content. It is also a good idea to integrate the business Facebook page with important content surrounded by a call-to-action.
Businesses should never turn “off” their comments section on their Facebook page. As with any company, some customers will generate negative feedback. This feedback is a valuable tool for improving the product or service. And it is important to respond to the feedback and offer some type of communication to the complaining party as a peace offering. Ask them what the business can do to make amends. “How can we improve our service?”
Businesses should never use Facebook as a RSVP tool for company events. There is privacy and security issue involved when this is done and it is best to communicate directly and indiscreetly with party invites.
Businesses should not send mass messages to their network. This could be considered spam (sales pitch after meeting).
Link Facebook ads to a company website and not to the business Facebook page. Remember, it is best to push visitors to the business turf – the company website.
Facebook can be a valuable sales tool for businesses, as long as the etiquette rules are followed and blunders are not made.