- Do you set up a Twitter account with your official brand name or an employee spokesman?
- Great naming conventions by Dell (RichardatDELL) and Zappos (Zappos_Alfred) let customers know that their companies have a human face.
- Another best practice: Zappos uses a page on their website to let customers know all of the "official" company Tweeters.
- What are your goals and objectives for Twitter?
- Who speaks for your brand?
- Which department manages the Twitter account: Marketing, PR, Customer Service, Sales?
- Is there a Twitter editorial policy?
- How often do you send links to your website?
- Do tweets comply with SEC and SOX regulations?
- How do you protect against your brandjacking?
- If you are not ready to be on Twitter, do you Twittersqat your company name?
- Who do you follow?
- Do you follow back those that follow you?
- How often do you promote the brand in your tweets?
- Do you offer unique coupons to Twitter?
- How do you track those? And what is success?
- Do you have a policy or guidelines for employees who tweet?
- Whose account is it?
- Must employees include the company in their bio?
- Which department enforces the policy?
- How do you bridge the line between being "big brother" and protecting the brand?
An article from
More and more companies have joined the Twitterverse. Over the past week, I have been followed by Whole Foods, Starbucks, American Airlines and Popeyes Chicken.
Hopefully, these companies and others are discovering that Twitter is a
great place to join the conversation with those customers. Much has
been written here
and elsewhere about ways to facilitate those conversations. But as
companies jump on the Twitter bandwagon, I have a lot of questions that
they should consider since Twitter is designed for individuals:
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