Remember a time when you could only interact with a company through the mail or over your landline? Nowadays all sorts of business-to-consumer and business-to-business (B2B/B2C for those in the biz) communication is done on-the-go, from your laptop to your phone to your TV.
With just a few taps, you can connect to information of unimaginable magnitude, as well as online communities that allow like-minded peers to convey their thoughts and share moments of their story (and how far they’ve gotten on Pokemon Go).
Much like professionalism in face-to-face business interaction, there’s a certain protocol that should be followed in online business interaction. For example, when engaging with a company on social media (especially if you’re interested in working for them someday), it’s best not 2 typ lik dis fam.
Abbreviations, slang, and whatever that monstrosity was should be replaced with clear and concise sentences that contain proper grammar and spelling. What you say could vary depending on the company’s posts, but proper grammar and spelling should be consistent with each post, whether it be a Tweet or Facebook comment. If you’re part of an enterprise’s social media team, customer service is the one of the biggest things you should use it for. Massive corporations like McDonald’s, Chipotle, and Taco Bell use social media to directly reach out to customers and help them with any issues or questions they might have. By being immediately available through a channel your customers feel most comfortable using, you can build a strong relationship that is mutually beneficial for both parties.
Another important part of social media 101 is the #poundsign. A hashtag is the catalyst for online discussion about anything. It is important to use hashtags to facilitate a conversation between a brand and a consumer. As a company, it is crucial you use certain keywords consistently in your posts. If you provide links as well, it will drive traffic to your website and can bring in leads that transform into new business.
Social media is an innovative and unique beast. Every day companies are trying to figure out how to use it properly and create a positive ROI on it. Unlike email campaigns or TV ads, there’s no set guidelines yet. There’s constantly something new and creative being put out there every day.
While it does have its downsides with internet trolls and spammers, there’s no denying that the future of marketing interaction is here to stay.
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Varun Datta is a summer intern for the digital marketing team in the Tysons, Virginia, headquarters of CSC. From Ashburn, Virginia, he goes to James Madison University and is a rising senior studying Marketing. His hobbies include watching TV shows on Netflix, hanging out with his friends, arguing to reinstate Pluto as a planet, and telling Katy Perry how he always feels like a plastic bag. Varun will be blogging throughout his summer internship. Follow him on Twitter and connect with him on LinkedIn.