If you’ve ever wondered why some of the social media users are quite popular among the fans and friends then this is exactly for you — And if that’s the case, you’re just lucky because we all want to know that what is the secret sauce which will work as an appetizer in a successful social media campaign.
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If you’re thinking that you have used social media all wrong, I won’t vouch for that, because every day your action, comment, like, sharing, retweeting, and engagement would somehow contribute to your social media appearance.
This article is intended to help you out in understanding and implementing the strategy of mutual benefit, respect, and care for friends and followers on social media. People think that social media is about taking care of your friends and fans, in fact, social media is about helping and engaging your friends and your friend’s friends. The concept of this article is highlighting the social opportunities that we have in our hands to utilize while contacting others, initiating the communication, or particularly creating a chance of engagement.
This is what we normally do on social media:
- We share our status to let others know what we’re up to and what’s going on at this time, which might intrigue the friends and social contacts.
- We talk about the recent incidents that either we witnessed firsthand or came across through news and media.
- We reveal our anger on any issue that irritates us or restricts us to do a certain thing or something that we don’t agree with.
- We discuss the challenges that we are facing in getting something done, for instance, getting a job, career selection, or business development.
- We share the accomplishments that we recently got or in the past in order to let our friends, followers, and social contacts know about it.
- We share interesting, helpful, funny, or educational content in order to let others know about it in order to help or entertain others.
Colleen Debaise quoted a list of digital media experts in her article and shared their thoughts on the response on social media.
Stephanie Fisher wrote a handy article regarding tips for responding to the comments on social media. She came with some great ideas to handle the negative comments on social media. She suggested a list of things to be done in order to manage the negative comments on social media. She emphasized to define the standards of your community engagement so that it becomes easier for anyone to follow.
Edwin Huertas has done a pretty good job in his article on Social Media Today. In his short article, he explained that why comments are important and how to manage them.
Have you seen ‘Delivery Man‘?
It was a romantic comedy film directed by Ken Scott and starring Vince Vaughn and Cobie Smulders.
When David Wozniak (played by Vince Vaughn) finds out about his more than 500 biological kids and start meeting them without letting them know his identity…
He meets one of his sons who is a waiter at a coffee shop and wants to be an actor.
He tells his son to be a little polite with the ‘customers’…
Add ‘PLEASE’ and ‘THANK YOU’ in the conversion with the customers…
This is something similar that we’re talking about here…
The Ethics of Social Media Response
The social media ethics might not need a jargon to clarify the rules as these commons things are obvious and pretty much simple:
The response time means how quickly you come forward to respond to the customers and fans connected to you on social media. It could be a Facebook message, a tweet, or any other form of social media communication. Normally, companies share their average response time on the contact page to let the customers know about it, but on social media it may take more or less 3 hours to reply.
The positive attitude is a sure thing. When the customers approach the company or expert, the hopes are always high. They expect a quick solution or proper guidance. In customer care cases, the positive attitude is a big deal because you never know what type of customers would call you or come to the live chat. Similarly, while dealing with the followers and social media friends, one should always be in the positive posture.
The responding to the social media needs a clear understanding. It would be an utter mistake if someone doesn’t understand the nature of the message and goes forward to responding to it. Whether it’s a question, compliment, or a negative comment, the understanding of message would help you to get into a better position.
The resourcefulness could be the ability to be the someone who is helpful for others. Someone who is known among his/her target audience as an expert, and got a number of followers. He/She must try to keep on adding the resources in the bucket. In order to prove your efficiency and success, one should be mindful about the solutions, tools, and tricks, so that whenever someone asks the relevant question, the answer comes out with the ease.
5 Must-do Things to Understand the Psychology of Replying
Following are the necessary concepts to understand in order to be effective with the social media responding:
1. Accepting the Audience diversity
A diversified audience could be a blessing in the disguise… Most online marketers don’t think that way. Well, they have their own reasons because the success depends on the certain actions (from the audience) which may require a dedicated and target audience.
The point is, you may be a little frustrated when you have a mixed audience — experts, analysts, and starters on the same page—And, you’re in the middle—trying to help them all.
The fact is, when you accept this reality that you have a diversified audience, which means you can’t be just so basic with your tactics or can’t be so technical that some of the starters (in the audience) walk away.
For instance, if you have a product that is made for the Australian customers and won’t help anyone else… but, you have an audience from Australia as well as New Zealand, Indonesia, Malaysia, and the Philippines… At this stage, either you need to change your product to something that is acceptable to everyone or your audience should be increased in the certain area where you want.
Google Analytics can help you to identify your audience geographic locations. In order to understand the audience, you better start using analytics tool. Google Analytics will assist you in understanding the areas where you site is getting traction.
Similarly, Extreme Tracking is a popular web analytics and traffic review tool. Use this tool to find out the recent keywords, ip addresses, search terms, countries, OS, and browsers of the recent visitors. It will also help you to find out the countries where your site is popular.
2. Understanding the Norms
It’s not easy to handle the people of different mindsets. In fact, you could do the job in a better way by knowing the certain norms of the industry and target audience. When you know the norms and especially their answers, then you reduce the chances to make things worse.
For example, in online marketing field, when you’re in affiliate marketing and getting paid commission by any company, there is a terminology for the certain amount which needs to be meet in order to get paid.
It’s called ‘minimum threshold’ – which means that you need to reach that amount in order to get paid… like $100 or $500.
The point is, when you’re at work, you have to learn the language, gestures, and signs that tell you what to do exactly and how it goes on…
When you’d have a clear idea how to handle such norms — you’d probably be more controlled while dealing with it.
If you’re being polite, it may help you while dealing with the people, even when you’re refusing the offer.
Take a look at this reply:
It guides the respondent that why the offer has been rejected
even without using the word REJECT.
3. Keeping the Communication on
Being on social media isn’t just about getting yourself exposure all the time. You have to understand that under certain circumstances, you may come across the opposition or even harsh words.
That being said, it’s your strategy of responding to the haters that how well you take over the situation even without being rude to them.
“Character may almost be called the most effective means of persuasion.” -Aristotle.
It is more or less your art to make an appearance which motivates the opposition to stand down and listen to you…
We need that courage & acceptability to get through and keeping the communication on would be the righteous thing to do.
Buzzfeed made a funny video on call center employees and their communication with the customers, and the title was:
If Call Center Employees were Honest!
Despite the fact that video was a bit intimidating as far as business management rules are concerned, but, of course, it was just for fun… but you will find a message of communication in that video…
If you’re on social media, you should respond to the people, even if they are not talking sweetly about you.
It’s your capacity and talent that you convince them or politely clarify your point.
The purpose isn’t to convince your haters to love you.
This article revealed the research which was conducted on the haters, and the study confirmed that they won’t be changing sooner or later.
4. Valuing the Other Person
Speaking of Psychology, it’s in your hand how you let other person hit below the belt – even if that person is nearly blasting on you…
People really get mad, sometimes…
Besides that, when you value others, they are likely to reciprocate.
It’s so important how do you respond to the people who are literally ranting on you.
Your honest, calm, and respectful answer could trigger a sigh of peace…
It doesn’t mean that you just need to value the aggressive ones. You have to do the same for everyone.
Even when you start a conversation and get a reply like this:
Yes. It was just that. Almost a one-word reply.
You can’t value people by replying a one-word answer.
5. Helping and Giving Attitude
When you come forward with something they never expected from you. It really makes people happy. The coolest thing about helping and giving attitude is that you don’t have to give presents or buy stuff for your clients and friends…
Such gifts do matter, but that is not the end of the world.
You could help someone with your honest suggestions, beneficial tips, and the professional guidance. It would do the job. Sometimes, you true reviews and comments do the rest of the job when you are up there and ready to tell someone you truly believe in.
Everyone wants to make the most of their time. If someone takes some time out for you and write something that could help you… You should try to understand the point. Maybe, you are the next who should be writing that stuff for someone else.
These long email replies and lengthy comments do not mean that people are free. It certainly means that they mean it and they value you. If you think the same way, then you should try the same strategy.
If you know the psychology of replying, you better be a little relaxed on your couch with your laptop, coffee, and a smile…
The replying to the comments on social media or blog actually gives you a chance to express your views, convince someone, and attract the others towards your viewpoint…
Make it clear and edgy.
Do it whatever it takes to help others.
So, how would you reply now to the negative comments?