As more and more people become familiar with social media – many have come up with certain “Netiquette” guidelines. For me, the number one rule is – Never Delete.
This is not another cliché post about the do-not-delete-negative-comments rule – rather, this is from a completely different angle; that of a community manager.
Allow me to explain; a community manager’s responsibilities range from content writing, responding to fans, running online activations, and most importantly tailoring to the client’s desires. Here’s the catch – most of the time, you are doing all these responsibilities simultaneously. Even though it seems like a recipe for disaster, community managers are trained to handle this and even love this urgency feature about their job.
But once in a blue moon, probably more often than that, mistakes are made and posted. From a misunderstanding of a launch date to a typo – human errors are expected. This is where DND comes in.
If you made a mistake and already posted, at least 10 people saw the mistake and even took screenshots – (even though this may not be true – never assume otherwise). Now what?
You have a couple of options, you can leave a comment at the bottom of your post saying that you noticed the typo and thank people for your observation and THEN correct the typo or you can make a joke out of it – depending on your brand voice, of course. If you cannot change the typo because it was a status update or tweet, you can repost it with the corrected answer and a sweet apology message about #previoustweet typo. (This may even give you some bonus points for your honesty!)
But what if the mistake was a little more dramatic, like making an announcement on the wrong date? On rare occasions, this does happen. Here, you can do one of two things; either change your plan and work accordingly to the announcement you just made to your entire community of thousands and thousands of fans or you can write another post and address it – under no circumstances do you delete it.
For example you posted this today instead of tomorrow,
“We are happy to announce that Product X just arrived in our stores!”
You can either; get product x in your stores or play it smart by posting something like the below –
“Sneak peek into our stores as we pile up Product X on the shelves. It will be available in all our branches tomorrow!”
At the end of the day, you are the community manager and understand your community better than anyone else. Trust your instincts, they’re usually right. And after dealing with this experience – believe me, you will be so careful that it won’t happen again.
Did you ever have a “this has to go” moment?