10 Best Ways to Protect Your Reputation on Twitter

Twitter provides a great platform for businesses to connect with their customers quickly, but its public nature means that companies can damage their customer relations even faster than they can build them if they’re not careful. Nothing goes on behind closed doors on Twitter, and even a post that is deleted within a few minutes can be captured, retweeted, and spread across the Internet.

10 twitter rules to protect your brand

You should absolutely use Twitter for your business—but you also need to be very careful to cultivate the best possible reputation. Here’s how to do that.

  1. Engage with followers. Twitter is meant for back-and-forth communication, not just self-promotion (although there are plenty of businesses and individuals who don’t seem to realize that). Comment and retweet followers’ posts to show that you care about your online community.
  2. Post more than just “buy my product.” No matter how cool your product is, Twitter users are going to tune out (and probably unfollow you) if all you ever post are blatant ads. Instead, link to relevant articles, share funny comments, or offer an industry tip.
  3. Don’t use a current tragedy to promote your product. Fashion designer Kenneth Cole became infamous on Twitter when he used the US military involvement in Syria to promote a shoe line, writing: “Boots on the ground or not, let’s not forget about sandals, pumps, and loafers.” Don’t be like Mr. Cole—it’s in poor taste, and nothing attracts the ire of Twitter users faster than an inappropriate response to tragedy.
  4. Don’t piggyback on trending topics that aren’t relevant. Don’t hashtag things like #iphone5 if your own business has nothing to do with the iPhone 5.
  5. Post on a regular basis. If you’re not regularly posting engaging and interesting topic, why should anyone follow you? Post too infrequently on Twitter and you’ll quickly lose followers.
  6. Know what Twitter account you’re logged into. If your business has multiple Twitter accounts, make sure that you know which one you’re logged into before you post anything. Even more important, make sure that you’re actually logged into your business account instead of your personal account when you post.
  7. Be conservative with your #hashtags. Using too many hashtags is one of the biggest Twitter faux pas out there, and if you’re guilty of it you’re likely driving away followers.
  8. Don’t be the bearer of false news. False information spreads like wildfire on the Internet. Before you share any information, make sure that you’ve checked it with multiple sources so that you don’t become part of the problem.
  9. Respond to comments and questions quickly. Delaying a response to a customer’s email isn’t a good business practice, but it’s something you can typically do without the public knowing. However, if someone reaches out to you on Twitter and you fail to respond, it’s out there for everyone to see. Make sure to show you care about your customers by responding to comments and inquiries in a timely manner.
  10. Meet criticism with grace. At some point, you’re bound to receive a complaint or criticism from a customer on Twitter. Ignoring this kind of comment will only make the problem worse; respond politely, state the facts clearly, and apologise if appropriate.

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