Posted on : 22-11-2008 | By : Frank Eliason | In : Social Media
Tags: Social Medi
This morning I was having a conversation on Twitter about avatars and being personal. I am now a big believer in the need to be personal, and when possible using a photo instead of symbol. I changed mine a while back to a picture based on feedback. But this caused me to think a little bit more about the personal side of social media. Very specifically the number of comments on the internet that are made by individuals not based on their experiences or to because they want to attack an individual or corporation. This is what I see as the potential downfall for social media.
It is expected, and I think very necessary that companies follow certain ethical guideline:
- Be Respectful of individuals and the space you are interacting
- Be Open and Honest with who you are and the company you represent
- Protect privacy of Customers
- Allow others to express opinion even if differing from your own
- Attempt to respond with kindness and offers of assistance
- Do not take the attacks personally and remember that your kindness will show
- You will not be able to help in every circumstance, but if you have a good track record people will see it. It is okay to leave a final word ending a conversation that leaves the door open for them to contact you. I have done this with leaving my email.
I think this has been a barrier to entry for many companies because they say why should I bother, I can not identify the person saying these things, so I can not change their mind. I obviously disagree with that perspective and I think you have to concentrate on what you do well and helping when possible. Similar to interactions in person or phone it is best to kill them with kindness.
Should there be ethical guidelines for internet users? How would you handle these type of interactions? Do you see this as a potential problem?