Twitter has fast become a platform for businesses to share information,
promote their brands, and establish thought leadership within their
But with 200 million tweets being sent out into the
Twittersphere daily, it's imperative that you strictly follow Twitter
etiquette to avoid a faux pas that can alienate your customers and
colleagues. Here are our top 10 tips to keep you popular on the Twitter
1. Mind your manners
If someone mentions you or retweets your post, thank them.
People like to be recognized for their efforts. Plus, it's a great way
to begin a Twitter relationship. This small gesture may open the lines
of communication between you and a potential customer or business
partner. Even better, return the favor and retweet one of their posts.
2. Resist the urge to tweet too much
Research has shown that there is a fine line between just
enough sharing and too much. Don't clog your followers' feeds with
spam-like tweets. Remember that the best way to engage your audience is
to post useful, interesting, relevant and original content. Before you
tweet, ask yourself: "If I was a follower, would I care about this?"
3. Use #hashtags appropriately
Hashtags are a great way to encourage participation and help
others track and find information. But don't overuse them. Putting a
hashtag in front of every word of your tweet will do nothing more than
annoy your followers.
4. Watch what you tweet
There have been some famous and embarrassing blunders on
social media that have gotten individuals and even entire companies in a
lot of trouble. Don't use your brand's Twitter account to discuss
controversial topics, send inappropriate photos, or use explicit
5. Don't get too personal
Although developing relationships with customers is one the
primary goals of Twitter, try to keep your tweets about relevant
business information. Your followers don't need to know your personal
business. However, if you're getting married or a favorite employee just
had a baby, you may want to share the news for your brand loyalists to
celebrate with you. Carefully consider what is appropriate to share.
6. Write professionally
Remember: Your social media presence is an extension of your
business persona. Proper grammar and spelling helps you maintain a
professional image. (No one wants to see a law firm or accountant office
tweet "OMG! Its not 2 late 4 u to file ur taxes!"). Be sure to use
proper forms of commonly misused words like there, they're, and their.
7. Be aware of your audience
Tailor your content to fit your audience. If your brand is
focusing on tweens and teens, speak their lingo. If you are a B2B
company, consider using language familiar to your industry. Be sure to
post information that is relevant and timely to those following you and
those you want to follow you.
8. Be timely with communication
If you've started a conversation with someone on Twitter,
respond to them in a timely manner. More importantly, if someone poses a
question to you, answer them! Social media is great for giving you an
opportunity to engage immediately and directly with your consumer base.
9. Address customer service issues privately
Almost any customer who tweets you with a complaint or
concern wants to be heard, but not all want to engage in a public
dialogue. Directly address consumers through direct message, off the
10. Warn followers if you're going to tweet a lot
So you want to live-tweet your product launch or charity
run. That's a nice idea, but you may lose more followers who feel
assaulted by a barrage of tweets. A little fair warning will be much
appreciated, and your followers will likely give you a pass for the day.
Twitter is one of the most effective marketing tools of the
last decade. Follow these rules, and you're sure to have many happy
tweets ahead of you.
Jennifer Dancy is manager of corporate communications and PR for Demandforce. A version of this article first appeared on Flowtown.com.