source:http://www.successmemo.com/?p=244
The Internet is a big, limitless place where the rules of
everyday life don’t always apply. You can be whomever you want to be and
say whatever you want to say…right? Well actually,
no, you can’t—or at least, you
shouldn’t.
Especially if your online presence is connected to your professional
image. The fact of the matter is, just as there is proper etiquette in
the “real” world, there’s a right way and a wrong way to behave in the
online world, too. In fact, says Barry Libert, how you choose to
communicate can have a very real impact on your relationships with
employees, customers, and partners.
“For some reason, many people seem to think that using social media
gives them a pass to leave manners and etiquette behind,” observes Barry
Libert, author of the new book
Social Nation: How to Harness the Power of Social Media to Attract Customers, Motivate Employees, and Grow Your Business (Wiley,
2010). “They don’t realize that social media can actually be a critical
vehicle by which to engage customers and inspire employees.”
Libert knows what he’s talking about. After all, he’s the chairman
and CEO of Mzinga, a company that provides social software to
businesses. Quite literally, it’s his job to be social media savvy.
Chances are, you know he’s right—there
is online protocol
that should be followed. However, it might surprise you to hear that
“Netiquette,” as online etiquette has been dubbed, is a serious enough
topic to warrant several books by Peter Post, great-grandson of the
legendary manners arbiter Emily Post. It might surprise you even more to
learn that the basic rules of etiquette—even on a computer screen—have
changed little since the original Post reigned supreme.
“It’s true: being considerate, respectful, and honest are crucial if
you want today’s ‘Social Nation’ to work for you and your business,”
confirms Libert. “But there’s a little more to Netiquette than that.
Increasingly, the line between our personal and professional lives is
becoming blurred, and information posted online can easily make the jump
from one to the other even if you don’t intend for it to. When used
wisely, social media really
can help you build high-quality professional relationships that will pay off for both parties offline.”
Essentially, social media in a business context should be used to
attract and foster ongoing relationships with loyal followers. And, says
Libert, that means that everyone in your company who’s socially
networking must be well-mannered, engaging, and emotionally attuned to
others.
Ready to begin building your own company’s online presence? Here are
Libert’s eight etiquette lessons—rules that will help you successfully
develop a community of supporters who will help your business
relationships prosper:
Pretend you’re offline. It’s pretty simple: if you
wouldn’t say it offline, don’t say it online. It really doesn’t matter
if you’re tweeting, blogging, chatting, or otherwise. Many people behave
as though what’s said online won’t have the same ramifications as it
would in “real time.” If you believe that’s true, just talk to someone
who’s been fired for a post on Facebook or because of an inappropriate
blog post. Yes, it has happened, and it can easily happen to you.
A basic rule of thumb to follow is this: If you wouldn’t say it at
work or at the gym or in the middle of a dinner party, don’t do it
online. This doesn’t mean you have to hide all of your feelings,
opinions, or observations, though. That’s what is so amazing about
social culture: it encourages people to share, to have a voice, and to
express themselves.
Remember, it’s not all about you. It’s time to face
facts: while your family and close friends might be interested in just
about every opinion and perspective you have to offer, the general
public might not be. Remember that by and large, folks can quickly
become bored. It’s important to engage others by providing information,
ideas, and products they’ll find helpful.
“It’s easy to whine, brag, and gloat online,” Libert points out.
“Choose to talk about something meaningful, informative, and/or
helpful—something that adds value. People want to read about topics that
will enhance their lives, their businesses, and their knowledge, so
provide your clients with information, tools, and tips on subjects that
are of interest to them.”
Don’t ignore spelling and grammar. srsly, uv seen
sentences like this b4, but do u rly find them impresisve? In a
professional context, you should strive to use correct punctuation and
spelling, watch your grammar, be decent, and remember who will be
reading what you write. Contrary to increasingly popular opinion, your
communications to your boss and colleagues shouldn’t resemble texts to
your best friend.
Always bear in mind that what you write and how you write it is a
reflection of who you are and what you care about. Think about it: why
would a potential employer want to hire someone who couldn’t be bothered
to check spelling and punctuation in his or her resume? Similarly, if a
business demonstrates carelessness when communicating online, it could
very well lead potential clients to wonder if that’s the level of
sophistication and attention to detail the company demonstrates in all
of its work.
Don’t hide behind social media. Unless you’re living
in a computer-less time warp, you’ve probably been guilty of using
email to send a message you didn’t want to deliver in person. The thing
is, though, words still matter as much online as they do in real
time—and they stick around longer. When possible, avoid using social
media as an easy out when you’re facing a tough conversation or want to
spout off an annoyance.
“Repeat after me:
there is no such thing as ‘behind someone’s back’ in the world of social media,”
Libert stresses. “It’s all out there, virtually forever, so don’t fool
yourself. If you have something to say—and criticism is allowed and may
even be warranted at times—say it with respect; and before you send it,
be sure it’s something you will be willing to stand by in a week. On the
flip side, don’t worry that one nasty online comment from a disgruntled
customer will ruin your business. How you handle it may make all the
difference.”
Leave the sensational to someone else. ATTENTION:
This never-before-shared piece of advice will change the way you do
business and catapult your company into a Fortune 500 slot. Sounds good,
right? Of course it does! But the thing is, it’s not a claim that can
be guaranteed. When it comes to social media, it’s best to be honest and
stick to the truth.
The fact is, rumors and sensational posts may send readers flocking
to you at first, but dishonesty and irresponsible behavior will
ultimately come back to haunt you. Yes, in the heat of the moment, that
sensational comment might seem like a good idea…but you might regret
clicking “send” before all is said and done. It’s better to wait an
hour—or maybe even a day—before launching your message into the public
domain.
Take control of yourself. Ultimately, you—not your
boss, your spouse, or your mom—are responsible for your choices and
behavior. When it comes to social media, that means actively choosing to
infuse your communications with positivity, tell the truth, give credit
where credit is due, and be polite—to name just a few possibilities.
“Whether you are a manager or not, managing yourself smarter is
important to your career as well as to your personal life,” Libert
points out. “Everyone is tempted to cut corners or to gratuitously vent
from time to time, but when you choose
not to do those things
online, you’re setting a good example for others from within your
organization—and you’re doing good things for your own career growth.
Remember that if you
do choose to post an ill-advised update, for example, you’ll be the one taking the rap for it.”
Consider yourself a brand, and act accordingly. Sure,
you might be one of a dozen, 100, or even 100,000 employees, but you’re
more than that. Especially considering the far-reaching, viral
potential of information that’s shared online, your thoughts and
opinions can be seen by just about anyone. Remember that how you act is
reflective of who you are and, in the case of business, of your brand as
well.
It really isn’t far-fetched to say that what you do online can impact
your company’s brand, so bear in mind how you want others to perceive
you and your organization—and let that influence your online presence.
Remember that sharing can be your most powerful tool since it gives
people something to relate to and comment on, but sharing too much or
sharing inappropriately can be equally destructive.
Blog, but mind your manners. By simply setting up a
blog, any individual—or company—can become a “published” author and
gather a crowd of loyal readers. Yes, blogs are fun to read and to
write—and they can also be used to grow your business, engage business
partners, and establish thought-leadership.
“It’s a heady feeling to have your voice heard by scores of virtual
blog visitors,” Libert agrees, “but make sure you’re writing smart.
Don’t get too big for your britches! There are things to watch out for
with blogs that aren’t really dangers with status updates and shorter
information posts. Foremost among those is plagiarism—be
very
careful that you aren’t using someone else’s words or images without
proper acknowledgement. Also, pay attention to the input you’re getting
from your readers’ comments—sometimes longer blog posts spark more
in-depth discussions than shorter updates. Oh—and don’t forget to have
fun!”
“By following these basic rules of etiquette, you’ll be one step
closer to generating the results you seek: a more positive work
environment, attaining and providing real value to your customers as
they follow your daily actions, and a better brand for your company and
yourself,” concludes Libert.
“Remember, though, that manners, good online etiquette, and respect for relationships are only one portion of the equation.”