for the most part people on twitter (apart from the bots) just want you to have a conversation with them – reciprocity is important
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kcarruthers
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mspecht
there are no smart companies only smart conversations
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stevebaty
Perhaps the biggest hurdle facing corporations attempting to engage with people through social media challenges is the need to set aside the well-crafted, PR-driven corporate message and talk as a person in return. Social media is, at its core, a conversation between real people, discussing real ideas, issues and concerns. And that conversation needs to be authentic – honest, open, and multi-directional – if it is to work.
As an organization, are you more worried about saying the ‘wrong thing’? Chances are, if you’re not approaching social media as a channel for honesty, then that’s exactly what will happen. But if you are open. If you talk with customers as people; and if you engage with them in a conversation; well, then, you’ll find that customers are really quite smart, energetic, and surprisingly loyal.
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nathanaelb
Have real identifiable people behind your Twitter feed – not just a team or some anonymous person. Have a name. Have a personality. Have your own unique and genuine style of communication and interaction.
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nathanaelb
Rewarding your followers for their loyalty can be as simple as acknowledging them. I was so stoked the other day to get a DM from @BreakingNewsOn within 15 seconds of me posting a tweet wondering about a news item they’d posted. People aren’t used to companies actually talking to them and being human – so even the smallest interaction can be a pleasant surprise.
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mspecht
Be Human. It is that simple.
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zacmartin
Be human.
Personalise yourself and your brand. You’re not writing a letter to your shareholders so feel free to use a casual tone and don’t stress over grammar, punctuation or spelling. And don’t use a ® or ©… ever.
Each post should be unique, so if you’re responding to a number of people don’t copy/paste. Try monitoring conversation and then engaging as you would over coffee. Only then will you build the relationship you’re after.
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jyesmith
Yes, we all develop our own understanding of twitter over time. But remember to take that time. Just like us.
It’s foolish to rush in, weapons drawn, and expect everyone to come quietly. What is it you believe that we should value in you? What value will you be adding to our conversation? How will you be bettering our community?
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jennyatideagarden
It seems to me that twitter is personal so brands that want to play in the space need to first understand it and find a way to develop a personal perspective on how to interact as an entity. Get a profile, listen to what people are saying. Some great tools are TweetDeck, Twist, Twittermeter, Tweetstats, Tweetbeep , Twitterscoop to mention just a few. Most importantly, figure out how you can add value. You can’t do that unless you first understand what is driving the conversation
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stephen-collins
Yes, we know that mixing social media and your brand is tough. Yes, we know that legal are keen to moderate you into the ground. But that’s not going to cut it with us any more.
We expect, nay demand, open, honest, human engagement from your brand and if that’s not what we’re getting, we’ll go somewhere else.
Lots of us would like to help you get your heads around this. You need only ask. Some of us do this for a living (I do).
Take a look at the following for some ideas, but understand, I’m not the only source, or even possibly the best:
http://www.acidlabs.org/2008/09/26/playing-customer-care-in-public-right-way-and-wrong-way/
http://www.acidlabs.org/2008/06/18/slouching-towards-intertwingularity/
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Laurel Papworth