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Customer Engagement

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Home » Customer Engagement, Social Media News

Should the marketing department be Tweeting?

Submitted by Bernhard Warner on May 26, 2009 – 10:58 amNo Comment

Only if it can live up to these 10 Commandments:

  • We can articulate the company vision in 140 characters or less, minus PR puffery and cliché.
  • We are willing to give credit to cool, innovative or though-provoking ideas, even if coined by someone else.
  • We are willing to challenge a potentially destructive position even if our position generates criticism.
  • We are willing to listen to and engage with others, even if “others” = employees, customers or activists.
  • We will not get carried away, never Tweeting about a fresh “cuppa,” or worse, some banal corporate achievement.
  • We will dedicate time each week to reading what others have to say and may even re-tweet (“RT”) the most clever.
  • We will never include in a press release, speech or annual report our “Twitter followers” figure no matter how tempting.
  • We actually have something meaningful to say. If we don’t have something to say, we’ll find the person in the organisation best suited for speaking/tweeting on behalf of the company.
  • If we cannot live up to these commandments we will reflect on whether corporate marketing is the right role for us.

We wrote up these corporate Twitter guidelines for a recent Financial Times column.

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