Social Media Savvy

Twitter is a high commitment medium, users expect you to post with very high frequency. So think ahead about how much you have to say on the topic and whether or not you feel like you can sustain that kind of communication.

If you are a larger company Twitter may result in a customer service outlet so prepare in advance how you plan to triage these comments out and who will be responsible for them. It is important to educate those who you are handing it off to about the important of turning around the comments quickly and have an agreed to response time set up in advance. The response time should be between one to four hours. The closer you get to four the more you risk that the situation is already out of your control.

Also, make sure that your customers or that the kind of demographic you are going after as customers are on Twitter. According to a recent study very small (5%) of the Twitter users do 75% of the Tweeting. Additionally, it has been largely reported that a fair number of Twitter users do not use the tool for a long period of time.

Really weigh whether or not you can handle the time commitment and whether or not your audience is there before you venture on to Twitter.


Example of a company on Twitter who is really doing it well: Comcast