We explain the Top 10 mistakes marketers make on social media and how to avoid them.

2. 10 Do’s and Don’ts of Social
Media Marketing

3. POOR SECURITY

4. Any of these look familiar?

5. • Leaving your passwords visible (e.g. on a sticky note tacked
to the wall of your cubicle
Security is number one priority!
• Failing to turn off your computers before going home
• Forgetting to log out your accounts before giving it to
someone, even if you know them personally.
• DON’T USE : QWERTY or Password1234, Personal
identification

6. • Using Phrases
§ ilovemma, BallisLife, GFTG (Go for the Gold),
DCOAGT (Cat & Dog)
• Using Codes
§ F4(3|30o|< (Facebook),MSSYVRYMCH (Miss You Very
Much)
• Combing phrases and codes
§ G2f0t1G5 (Go for the Gold 2015)
• The Bridge Shuffle
§ S6t5e4p3h2n1(Stephen 123456)
• Upside down and Backwards
§ 5508 (BOSS), 363!5(SIEGE)
How to come up with better passwords?

7. • Cyber criminals nowadays are increasing and
getting more intelligent.
• Vulnerable accounts may lead to financial loss
and reputational damages.
• Your personal security is mainly a risk even your
family or loved ones.
Why you shouldn’t disregard your Cyber Security?

8. DELETING BAD COMMENTS

9. • Do NOT delete bad feedback. Deleting it may result to
harsher comeback.
What you should avoid?

10. Write some safe phrases. Use these statements as examples:
• “We apologize for your experience with our staff/service,
please send us a personal message or email us at
customerservice@company.com, so that we can personally
address your issue.”
How to handle bad comments/reviews?
• “Thank you for leaving a feedback, your review is vital to us as
we continuously strive to improve our services.”
• “We’re very sorry to hear about your experience, we would
love to make it up to you by offering you a free 2 night stay at
any of our hotels, just send us a PM so we can get this
process started. We value your feedback as it will help us
know where we can improve.”

11. #1 That you LISTEN to what they have to say.
What do these sample statements show?
#2 You are WILINGNESS to RESOLVE the issue.
#3, VALUE YOUR CUSTOMERS by offering them
something to compensate them or to make up for their
bad experience. Now THAT is customer service!

12. CAT-FIGHTING

13. • Whenever you tweet or comment, you are representing the
brand! Do not ever stoop down to theri level
• Present yourself in a calm and collected manner
• Immatur and unprofessional
• Reflects the negativity off towards the company’s image
What you shouldn’t do?

14. • Comment or respond professionally to their comments and
exercise self control to manage and settle the conflict right
away.
What should you do instead?
• Direct message them to get their contact info and issue an
apology whenever necessary because that’s all they want to
hear.

15. UNDERDELIVER

16. • Never promise anything that you won’t be able to fulfill.
What you should avoid?
• Avoid claiming things like you can beat and outperform your
competitors by making exaggerated statements.

17. • REALISTIC expectations
• DELIVER outputs that will surprisingly EXCEED of your customer
• Only commit what you are able to do
What should you do instead?
• Be honest about yourself before making a commitment to a
client.

18. BEING A ROBOT

19. • Create personality and voice to your page by interacting
with your fans.
What should you do instead?
• Always inject some level of personal touch to each of your
response.
• Post to CONVERSE and create DIALOGUE with your fans.

20. • Do NOT copy paste responses, especially in comment
threads where anyone can see.
What you should avoid?
• Turning off the notification settings of your page.
• Avoid the auto respond whenever necessary to increase
customer engagement and positive feedbacks to your page
reviews.

22. GO NEGATIVE

23. • Competition is inevitable. But no matter what, or who they are, do
NOT bash them in social media.
• Bad PR is still PR, even if you are saying something negative about
your competition, you are still somehow promoting their brand….for
free.
What you should avoid?
• Avoid derogatory statements

24. • Create and deliver more positive tone of statements to create a
peaceful competition against your competitors
What you should do instead?
• Focus on what makes you different and highlight those
differences.
• Know your market niche and focus to them your strategies
and promotions to minimize the competition.

25. ABANDON SHIP

26. • When you are a company, make it a point to be present or online
most of the time.
• Always respond on time to inquiries or concerns posted. You’ll
never know one post or comment could go viral in an instant,
even for the wrong reasons!
• Use social media tools that will greatly help you depending on
your need and easy to familiarize.
What should you do instead?
Ø Using Buffer, TweetDeck etc. to manage your
notification and to quickly respond to your audience
while your on the go.

27. Setting your Page notifications to active in Facebook:
1. Click the Settings Tab
What to do instead?

28. 2. Click the Notifications setting

29. 3. Turn on all your notification settings for updates.

30. Using Tweetdeck to manage your account with ease:
What to do instead?

31. Stweets for a later time, add photos and have
them appear natively, and watch multiple feeds
and/or search strings at one time in a very
HootSuite-like layout.

32. • Avoid posting unnecessary things or content that may
insult, offend and scare your audience.
• Think before you post
• What you post may become viral online but not in a good
way to promote your business.
What you should avoid?
• Avoid leaving your page in idle and inactive as this may lead
to sudden loss of your page likes and fans.

33. MAKING YOUR PAGE YOUR PERSONAL BLOG

34. • Creates work-life balance (You actually get a life outside of
work!)
PROS
• Less fear from your boss or colleagues reading your personal
experiences (people actually get fired over social media
posts/tweets)
• Look more professional in public.
• Less chance of breaking privacy/confidentiality rules.
• Safety and Security: Protect your personal details (family,
address, location, birthday, etc)

35. • Harder to manage two or more accounts
CONS
• Time consuming
• Separates your target audience
• Lose original followers (if you started off with a personal
following)
• In the case of Facebook, you cannot “add Friends” as a page,
only “invite” people to Like your page.

36. What you say to a friend may not be appropriate to share with a
client.
Facebook Page vs Personal Account

37. Use it to get to know your business associates and potential
clients on a one-to-one level.
Facebook Profile

38. Share your blog posts on your business page’s wall
and also related information from other Facebook
business pages, to ensure you get a wider reach.
Facebook Page

39. Build a tribe – who will be both your advocates and
potential customers.
Build a sense of community and use your group to really
connect with and get to know your tribe; their wants,
needs and key motivators.
Facebook Group

40. • If you are the type of person who doesn’t share as much
personal details in social media anyway, then having just
one account may work for you.
What works best for you?
• If you truly want to create an identity and branding for your
business/professional page,
• Better and safer to use an account that is separate from your
personal profile.

41. What’s recommendable for companies?
Ø Create a separate Page and have someone manage it
professionally with updated posts, timely responses to
inquiries, and consistent relevant contents
Ø Page will also serve as your public profile, and hopefully
will serve as one of your lead generators

42. PROMOTING YOUR PRODUCTS… ALL. THE. TIME.

43. • Do not promote your products directly over social media.
• Social media is NOT the place to be selling aggressively.
• Purpose for social selling is to build a relationship with your
customers
• Provide relevant content that they can relate to
What you should avoid?

44. • Use the 80/20 rule of social media. 80% of the content should be
engaging and high-quality content while 20% should be about the
product.
What you should do instead?
• Build around your product
• Problems or issues your customers usually have to deal
with
• Focus on helping them solve that problem.

45. BEING EVERYWHERE

46. • Focus on one to three social networks that fit your target
audience and be awesome at those.
What you should do instead?
• Make sure to research on where your listeners are active
at and post there!
• Check out which social network is best for your industry.

47. • Sharing news and interesting content
• Gaining customer feedback and reviews
• Highly visual --- photos can make/break you
• Food, travel & restaurant business
Which Social Network should you use?

48. Media brands
News and Entertainment
Gaming
Instructionals
Unboxing and Reviews
Which Social Network should you use?

49. Airline and telecommunication brands
Real-time customer service desk
News
Business Services
Which Social Network should you use?

50. Entirely Visual!
Personal Experience with Brand
Food & restaurant, hotels, sports, media, and
automobile businesses.
Bloggers and Influencers
What Social Media you should use for your Business?

51. Technology and social networking brands.
Business services
Human Resources
Which Social Network should you use?

52. • Enables people to browse through and pin
photos of products they find appealing
• Links to brand’s website or in stores
Fashion, Beauty, Design, Arts & Crafts and Food &
restaurant.
Which Social Network should you use?

53. DO
DONT
DON’T # 1
POOR SECURITY
• Think of a password that is strong enough in
order to avoid being hacked.
• Keep in a secure place.
• Limit the number of people who have access.
• Never use passwords that are easy to guess
• Never Share your password with anyone

54. DO
DONT
• Write some safe phrases to make
the customer feel heard instead of
deleting their comments.
• Delete or ignore.
DON’T # 2
DELETING BAD COMMENTS

55. DO
DONT
• Issue an apology for the matter they
are upset with and comment in a
professional way.
• Never engage with the rage
comment aggressively.
DON’T # 3
CAT-FIGHTING

56. DO
DONT
• Offer a realistic expectation
• Exceed the expectation of your
customer.
Never promise or commit anything
that you won’t be able to fulfill.
DON’T # 4
UNDER DELIVER

57. DO
DONT
Post to CONVERSE and create
DIALOGUE with your fans.
• Copy-paste responses, especially in
comment threads where anyone
can see.
DON’T # 5
BEING A ROBOT

58. DO
DONT
• Focus on what makes you different
and highlight those differences.
• Derogatory or defamatory statement
against your competitors.
DON’T # 6
GO NEGATIVE

59. DO
DONT
• Respond on time to inquiries or
concerns posted.
• Have someone man your pages at
all times.
• Ignore your page
• Outsource without monitoring
DON’T # 7
ABANDON SHIP

60. DO
DONT
• Know your personal nature and
your business.
• Identify your potential clients and
their language if its suitable to the
nature of your profile.
• Disclaimer
• Post personal info
• Violate privacy laws
• Your opinion = company’s views
DON’T # 8
MAKING YOUR PAGE YOUR PERSONAL BLOG

61. DO
DONT
• 80% of the content should be
engaging and high-quality content
• 20% should be about the product
• Insert your product or service into
the contents that you publish
without hard-selling them.
Hard selling
Be disruptive
DON’T # 9
PROMOTING YOUR PRODUCTS
ALL THE TIME

62. DO
DONT
Focus on one to three social networks
that fit your target audience and be
awesome at those.
Don’t push yourself to be visible on all
platforms as they are really hard to
manage.
DON’T # 10
JUGGLING MORE THAN YOU CAN HANDLE

63. Cristine T. Ongson, RN BSN MSHI CBA
Digital Marketing Specialist and
Managing/Marketing Director of Online
Philippines.
OnlinePhil @OnlinePhil
Contact Us
www.onlinephilippines.com.ph