10 Things Companies Should Never Do On Facebook

Socialbakers brings you the 10 most frequent mistakes made by companies on Facebook and tips how to fix them.

10 Things Companies Should Never Do On Facebook

1. Making Irrelevant Content Viral

Brand pages seem to be doing almost anything for a higher Engagement Rate on Facebook. The word has spread that photos of cute kittens and puppies generate a lot of Likes, Comments and Shares. But who engages with your close-ups of chocolate dipped strawberries when you are a car dealer? Not only your chocoholic dedicated fans but also users that didn’t even have to Like your page to engage with your posts. In that case, those puppy and chocolate generated interactions have no value to your brand page because these users will probably not revisit your page and they are less likely to convert into paying customers. Plus they will effectively decrease your Engagement Rate as the formula takes into account interactions over the official number of your fans.

Tip #1: Stay brand-relevant

From time to time, post random content to spice up your engagement but don’t base your strategy on it. Stick to your industry and product portfolio to create genuine relationships that carry true value to your Facebook Page and viral pots.

2. Sharing Timeline Updates

News feeds are becoming noisier and noisier and some page admins seem to overlook that Timeline updates are visible to everyone unless they select the Hide from News feed option. So if you decide to update your brand’s history from the birth of your company’s founder, don’t forget to hide the updates so that you don’t spam or clog your fans’ stream while you are working on your Timeline.

Tip #2: Share Updates Wisely

Share your updates only when they communicate a compelling message, for example: an updated Cover Photo of your new fashion campaign, related upcoming events or seasons like Queen Elizabeth´s jubilee or the summer holidays. British retailer Marks & Spencer shared the update of their Cover Photo to launch Rosie Huntington-Whiteley’s exclusive lingerie collection for M&S.

3. Spamming Your Fans With Posts

Posting too much on your wall can decrease your Engagement Rate. Some brands and media can post as much as they want and they will still be engaging. But most Facebook pages aren’t that lucky and if the fans feel that you are haunting them in their News feeds with new products, they may either unlike/unsubscribe from your page, hide your posts or simply ignore them.

Tip #3: Choose Quality Over Quantity

Don’t waste your best content in a News feed that isn’t interested in you. Bear in mind that the quality of your posts is more important than their quantity when you want to keep your fans’ interest and attention.

4. Paying For Bad Content

Promoted Posts are meant to increase the reach of your content but that will not guarantee a boost in Engagement Rate. If you promote a low quality post, you can’t automatically expect it to generate more Likes, Shares and Comments. Remember that promoting your content will not increase its quality, but just its reach.

Tip #4: Save Your Money

Save your money for content that works. Listen to your audience and then exceed their expectations by promoting posts they want to see and want to engage with. And bear in mind that organic and viral reach will always prove to be stronger than paid reach!

5. Duplicating The URL Address

It’s nice when the post looks as clean and neat as possible but some pages upload videos or articles with a link and forget to delete the URL address which makes it look messy. Don’t duplicate the address and make it look as simple as you can, preferably not exceeding three lines in the accompanying status update.

Tip #5: Delete The URL Address

After uploading the video or article, delete the URL address from the post for esthetic reasons.

6. Not Following Contest Guidelines

A staggering amount of brands violate the official promotion guidelines which apply to any contest, competition or sweepstakes using Facebook. For example, they use the Like button as a voting mechanism although it’s banned to use Facebook features or functionalities for promotions of any kind. They also shouldn’t be notifying winners through messages, chat or posts on their Timelines. Facebook is monitoring illegal sweepstakes and the social network can shut down your page which is not only worth the negative engagement, you are also risking your investments and dedicated resources.

Tip #6: Follow The Facebook Contest Guidelines

Click here to view the official contest guidelines and make sure that all your promotions are administered as a Facebook application.

7. Violating Cover Photo Guidelines

Although Facebook released strict guidelines for the Timeline Cover Photo, companies fail to follow them. Their Cover Photos include price information, contact details, calls to action and references to the Like and Share buttons which are all banned. That information is definitely not worth the risk of losing your page.

Tip #7: Follow The Guidelines

Cover Photos are designed for storytelling, not promoting. Follow the guidelines below to get things right.

8. Ignoring Fans

As we found out in our study, up to 70% of questions don’t get answered on page walls and over 25% of global brands go as far as closing their walls. Ignoring fans is one of the biggest mistakes you can make in social media and some companies have chosen to use Facebook primarily as an advertising platform. But Facebook shouldn’t be a corporate monologue, it should be a resourceful dialogue.

Tip #8: Become Socially Devoted

Follow the Socially Devoted standard to prove that your brand is here to build a community and create a strong relationship with fans and customers.

9. Not Setting House Rules

Generally, page admins aren’t advised to delete posts from Facebook users because that violates their freedom of speech. But some people take advantage of it which is one of the reasons why pages should release House rules or Terms of Use and Privacy Policy in their “About” section under the Cover Photo. For example, home improvement store IKEA reserves the right to remove comments that refer to an IKEA co-worker by their last name or any threatening or abusive posts.

If there are no house rules, companies risk their reputation for tolerating abusive fan behavior which could also detract other fans from participating in the debate. As a result a brand could lose both engagement ratings and Likes, as well as suffer from irreparable damage.

Tip #9: Set Your Own House Rules

House rules are not only about restrictions, they are also about your vision and the community you would like to create on Facebook. Let your fans know what you can offer in exchange for their fair and proactive behavior. Will you perhaps discuss home improvement ideas together?

10. Fighting With Your Fans

Probably each Facebook page has experienced a fight on its wall and not every admin knows how to deal with them. Usually they react to the comments as fast as possible to prevent further drama but sometimes it’s wiser to let the users talk it out together unless it crosses the limits stated in the House rules. But by all means, never argue with your fans.

Tip #10: Choose Your Battles Wisely

If a fight occurs on your wall, let them cool down first. And if you decide to step into the conversation, don’t forget to stay calm and respond diplomatically.

Staff Writer

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