How to Control Brand Messaging on Twitter

Twitter’s claim to fame is fast delivery and response, and consumers have come to appreciate the outstanding customer service such a tool provides. The takeaway from a brand using customer service strategies is a message of care and concern – everything that in-store customer service isn’t. Though, how can brands ensure the key messages part of their created identity will be carried across Twitter feeds? I once said it’s impossible to control brand messages on Twitter, but now I digress after recent revelations.

True, consumers have a powerful voice, but brands can certainly overpower negative and confusing tweets by considering how a consumer typically reaches out to a company on Twitter. Consumers only know how to interact with brands (not the people behind the brands) on Twitter in one way. By offering tweets of praise and complaints, they let the brand rep know the company either is or isn’t doing their job.

Subjectivity is not a good barometer when it comes to brand message development, because a lot of it might be considered blown smoke. (People still reply to @comcastcares with faulty messages about a broken down TV, internet connection, etc. just to see if they’ll actually respond). Knowing the potential for discrepancies, how do brands control the messages on Twitter?

• It’s all in the profile While I agree with a short bio about the tweeting brand rep, I don’t think it’s wise to blur the lines of professional position vs. personal interests by offering up things like “I love Cheetos” in the Twitter bio. In order to ensure brand messaging consistency, companies need to insert a shorter version of their values, mission, and passion. If too personal, consumers might think a company rep’s love for Cheetos is because he/she works for them. Here's a brief bio example I speak of:

• Addressing the issue publicly Honestly, what is the point of DMs (besides avoiding spam e-mail) if, by nature, all social networks and blogging platforms are meant to be transparent? Brands can stop a naysayer quicker by @-ing them. A DM message is not searchable, so when consumers are looking for answers via Twitter search, they won’t find a company’s reply to a very strongly worded consumer comment. And if you want to avoid spam e-mail, you can certainly DM them that info if further discussion is necessary.

• A ground for resource links Twitter is not the only way to communicating a promotion or contest, though companies love to do it all the time. But say a customer was to reply and ask what the promotion was and 140 characters didn’t allow for a good explanation. Hopefully, other communications would come into play, so Twitter could serve as a resource link to additional info on Web sites and blogs. Some companies have avoided this issue altogether by making their Twitter profile more concrete and theme-driven. Here's an example:

• Two Twitter accounts? If you’re a brand rep on Twitter and you really want to interact on a more personal level, a way that taps into your interests, you should consider creating both a personal Twitter account, and a professional one dedicated to brand values, mission, and passion. While I understand a professional Twitter account heightens the possibility of spam, it’s better than having mixed messages about the brand. If you’re McDonalds, you tweet about special menu deals, new products and service, and countries you love to visit. If you work for McDonalds, you tweet beyond your company and talk about your love for snacking on Cheetos, alternative music, and the hit television series “Lost.”

Remember, it's all about tweet consistency and not blurring the lines. People say mix the personal with the professional, but I have to disagree as personality can be conveyed through a professional Twitter account-- keeping in mind those key messages, values, and passion of an organization. I would argue the former only works if you're self-employed or a C-suite level executive.

What are your thoughts on branding consistency via tweets?

5 Tips For Brands On Twitter

Today we have a special guest post from Ben Nesvig:

Mashable brought up a great topic last week about brands and Twitter. It is my belief that brands do belong on Twitter, as long as they are using Twitter responsibly. If I have praise or beef with a brand, I want a representative from the company to hear me out. How can brands tweet responsibly?

A five step process for brands who want to engage on Twitter:

5. Show transparency. Put your first name in the bio section. Let Twitter know who is running the brands account. An ideal Twitter photo for a brand would include the Twitterer and the brand logo.

4. Do not rush out to follow 1,000 people right away. Utilize Twitter Search and start off by following people who praise your brand and give a personal response to those who have complaints or comments. Twitter isn't an ad campaign with a deadline. It is a marathon. Learn to walk before you run.

3. Do not turn your Twitter account into an RSS feed for corporate news. Consumers don't care about everything that happens at your company. Give corporate news only when it is relevant or asked for.

2. Show personality. Each tweet shouldn't look like it was approved by a committee. Twitter gives you an opportunity to show the human side of your company. If you represent a large brand, this is especially important.

1. Make your Twitter account about the consumer, not your brand. Respond to their criticisms and comments. Care about their feedback, which means responding to complaints and suggestions personally. Also, give them coupons or discounts on your products. Gary Vaynerchuk often gives out free shipping to Twitter users. Think about what your brand could offer.

Twitter can be a great place for companies, but it can also be a medium for them to abuse. Twitter is an incredible tool to show that your company cares about its customers. Comcast got it right, why can't your company?

The Balance Between Transparency and Privacy

We have constantly been told by experts (and our parents) to not give away personal information online. Addresses, phone numbers, where we will be at certain times, and personal ID numbers are all off limits because they could be used against us to harm us financially or physically.

Being transparent and "real" with online activity and identity are very important these days. Instead of hiding behind "coolguy14" on blogs, online accounts, and screen names, many people are opting to use their real names and become more transparent with their actions. But have we become too comfortable with transparency? Are we ringing the dinner bell, ready to serve up our personal info?

I regularly read/watch a lot of different bloggers and social media people out on the internet. I know what these people look like, what some of their interests are, their ages, and where many of them live. Does Gary Vaynerchuk ever worry that someone will track him down and kill him? Okay, so that's a little extreme, but what could a malicious person do with all of this easily accessible information?

Now more than ever it is extremely important to be mindful of what kind of information we provide, and how we provide it. If we tweet our home address, that information will always be out there for people to find for years. Mistakes and slip-ups are very possible with the level of comfort many now feel online. I believe it is important that you are truthful and real with people you interact with online, but building online brand identity and equity doesn't mean you have to risk your safety or future.