You’ve read the horror stories: Well-intentioned company makes a social media blunder, and seemingly within moments they’re being criticized and mocked as news of the mistake spreads like wildfire across the social media landscape. As even prominent brands and giant companies have learned, it’s easy to make disastrous mistakes with social media. But it’s also relatively easy to take preventive measures to avoid getting into trouble. This session shows you how to mind your social manners. This was originally presented at SMX West 2014, but was updated and presented again at SMX Social Media 2014.

1. The Essential Guide to
Social Media Etiquette
Jennifer Sable Lopez
Director of Community at Moz
@jennita

2. Social is Easy…
Right?

3. @jennita #SMX
Anyone Can Do It.

4. But Humans
Screw Up
Unlike us
Robots ;)

5. @jennita #SMX
And This Happens…

6. No Matter How
Good the Tools Are

8. Or How Magical
You Are

9. @jennita #SMX

10. Let Me Show You
My Own Mistakes

11. @jennita #SMX
Copy/Paste Fail

12. @jennita #SMX
Truncation Fail
I edited this post,
promoted it on Facebook,
and promptly went to bed.

13. @jennita #SMX
Truncation FAIL
Without realizing that
Facebook truncated in
rather inappropriate
place.

14. How Do You Stop
These?

15. Social Media Etiquette
• Don’t auto follow
• Don’t auto DM
• Don’t buy followers
• Don’t say dumb things
• Don’t screw up
@jennita #SMX

16. Social Media Etiquette
• Don’t auto follow
• Don’t auto DM
• Don’t buy followers
• Don’t say dumb things
• Don’t screw up
@jennita #SMX

17. Social Media Etiquette
• Don’t auto follow
• Don’t auto DM
• Don’t buy followers
• Don’t say dumb things
• Don’t screw up
@jennita #SMX
Do better,
Jen.

18. What We Already
Know
About Social

19. @jennita #SMX
Be Human

20. @jennita #SMX
Let Automation Help
But don’t let it rule.
(Stay on top of things)

21. @jennita #SMX
Be Relevant

22. @jennita #SMX
Show You Care

23. @jennita #SMX
Have a Voice

24. @jennita #SMX
A Conversation

25. @jennita #SMX
Wherever You Can
Hehe. GW responded
via Instagram!

26. Own The Conversation
@jennita #SMX

27. @jennita #SMX
Have a Little Fun

28. But, “Funny” is Subjective
@jennita #SMX

29. Many Brands Are
Exceptional

30. Lego
@jennita #SMX

31. KLM
@jennita #SMX

32. @jennita #SMX

33. Gwynnie Bee
@jennita #SMX

34. Their
Communities
Love Them

35. @jennita #SMX Gwynnie Bee

36. @jennita #SMX
Buffer

37. What Happens
When Brands
Screw Up?

38. Image credit: http://www.androidguys.com/2011/07/14/surprised-netflix-rate-hike/netflix-angry-
mob/
@jennita #SMX

39. 10 Ways to Avoid
the Pitchforks

40. @jennita #SMX
#1
Never mix business
with pleasure

41. 1 App for work 1 for Personal
@jennita #SMX

42. So this doesn’t happen to you
@jennita #SMX

43. @jennita #SMX
Or this…

44. @jennita #SMX
#2
Never judge a book
by its cover

45. Think before you reshare
@jennita #SMX

46. @jennita #SMX
#3
Be kind, rewind

47. When tragedy
strikes…
@jennita #SMX
Check
scheduled
posts

48. @jennita #SMX
#4
Read all about it

49. Know what’s happening
@jennita #SMX

50. Before you post
@jennita #SMX

51. But also after you post
@jennita #SMX

52. Click on that #hashtag first
@jennita #SMX

53. @jennita #SMX
#5
Oops, I did it again

54. Don’t
schedule a
post,
while you’re
*obviously*
doing
something
else He had *just* given a
@jennita #SMX
speech at the Nelson
Mandela tribute

55. @jennita #SMX
#6
The need for speed

56. Don’t let
automation
rule
@jennita #SMX

57. @jennita #SMX
#7
You complete me

58. It’s about them Not you.
@jennita #SMX

59. @jennita #SMX
#8
Mr. Cellophane

60. Transparency Matters
@jennita #SMX

61. @jennita #SMX
#9
You’ve Got Mail

62. Take it offline
@jennita #SMX

63. So they don’t go all crazy
@jennita #SMX
Or the brand…
in this case.

64. @jennita #SMX
#10
Hashtags Aren’t
Forever

65. Your vision for a #hashtag…
@jennita #SMX

66. @jennita #SMX
Probably
isn’t what
you’ll get.

67. #11 (bonus!)
Take a Chill Pill
@jennita #SMX

68. When all hell
breaks loose,
@jennita #SMX
Stay cool
and calm

69. And never feed the trolls
@jennita #SMX

70. Jennifer Sable Lopez
Director of Community at Moz
@jennita
jen@moz.com
Thank
You