In late December, Fox News blew up the twittersphere with its #OverIt2014 campaign where the news program asked followers to list the things they’d grown tired of in 2014.
Instead of generating a positive conversation with fans of Fox News, the request brought on a deluge of insults directed at the news channel.
One bad tweet can cause outrage and tarnish your brand. Follow these tips to prevent a Twitter post from backfiring:
- Think before you tweet. Before you post, think about how people might respond, and don’t invite trouble.
- Keep content relative to the business. When you share personal opinions about politics, religion and controversial topics on your business Twitter account, you risk alienating—and offending—customers who may be quick to share their opinions about you with others.
- Be sensitive. If you feel the need to take a stance on a hot topic because it affects your business, do so. However, use tact and don’t take it so far that you appear insensitive to any group of people.
- Don’t respond defensively. If an Internet troll is attacking your business unfairly, you can block the person’s comments. However, if a customer merely voices a complaint via social media, address it without using sarcasm or rude comments.
- Know when to apologize. You are going to mess up, or people are going to take your words the wrong way. When that happens, admit your mistake, apologize, take down the tweet and move on.