
I have recently been playing with some new Twitter management apps and it got me thinking whether most people are using such tools to properly manage their brands' accounts. Now, as far as I've seen, most corporate accounts may have up to several contributors, but there usually is one person there responsible of overseeing its activity (whether it's someone from the PR agency or from the in-house comms team) - and if you're that person, you should already know what I'm about to describe below.
Now, I'm not going to cover the basics such as creating a proper strategy and having a lot of content on your hands and ready to send out
before launching that Twitter account - this has been extensively explained over and over again all around the web. No, I'm going to focus on how you should always be able to stay on top of things.
Just as the title suggests, Twitter is a 24/7 job. Unless you have clearly posted the account's "opening hours" (like
BofA for example), you should be able to somehow react to (or at least become aware of) a situation at any given time. Because Twitter is real-time.
I have seen too many cases where things tend to go horribly wrong because of such omissions. So here are some tips:
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Get to know Twitter: this one is for those who don't have personal accounts but think they can handle managing a corporate one anyway. So if this is the case, before jumping in, take a week or two to familiarise yourself with things - set up a personal account, follow some people, start tweeting regularly and just get the flow of things.
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Use solid apps: I recommend setting up CoTweet, but also have TweetDeck handy for quick desktop alerts.
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Set up keyword searches: when people tweet about your brand, chances are that they won't always be mentioning the appropriate Twitter handle. Set desktop alerts for these as well.
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Set up the account on your own computer as well - you never know when this could come in handy.
- Most PR people already have smartphones anyway - so why not use them? Set up the account on your phone as well, so you can get instant push notifications anywhere. Twitter now offers native apps for three of the main mobile platforms - Android, iPhone and BlackBerry - and if these won't do the trick, you can always rely on solid third-party apps such as Seesmic.
- And last but certainly not least, make sure you keep your accounts separated. You'll find that most of these apps offer multiple account management - which means that you can easily have your brand's account and your personal account set up in the same place. Now unless you want to pull a Vodafone, I recommend just using separate apps for each account type (i.e. on your desktop use TweetDeck for the corporate account and Tweetie for Mac for your personal one, on your phone use both Twitter for Android and Seesmic for Android, etc).