Social Media Practices

Social media has changed how people use the internet, including how they search for information, how they reach buying decisions, and how they interact with others on the internet.  Anonymity is rapidly disappearing from the internet.  Most sites will require you sign in before posting on a social media or blog page.  The people, brands, and businesses you interact with are graphed and will likely affect the ads or other information you are shown while browsing the internet.

Dealing with Adverse Reviews

One of the more common problem areas for attorneys is people posting negative reviews of them or their services on social media or other sites.  In many cases it is impossible for the attorney to remove those reviews, and may be impossible for them to even identify who wrote the review.  If you can remove the review the first instinct of most attorneys is to simply delete the posting and block the user.  That is not, however, necessarily the best practice.

By removing a legitimate negative review you are likely to alienate the user who posted that review.  They are obviously upset about something, and by you simply deleting their post you have not provided them with a solution to their problem.  A better practice is to respond to the review by providing a basic response to the specific issue they address and provide your phone number along with an invitation for them to call you and discuss the matter.

If they do call you and discuss the matter and are satisfied with the outcome then you likely regain the confidence of a client who was upset.  These clients will likely go remove their own negative review, or follow it up with a positive review of how you solved their problem. If they do not call you, then others who see your response will see that you genuinely care about the client and their concerns and have attempted to rectify the problem.  This will likely inspire confidence in your potential clients that you are attentive to your clients needs and concerns.

Watch your Associations

Many people who join Facebook, Twitter, or other social sites will go out and associate with pages where they believe they may get client referrals.  On Facebook, these attorneys may go like an assortment of pages; while on Twitter they may follow various users in the hope that the user will either follow them back, or that the users other followers will become aware of the attorney through the follow of the other account.

There is a negative side of who and how you associate with others on social media.  With the advent of various graphing sites, it is possible for anyone with a little tech savvy to see the kinds of people you generally associate with on social media.  If you associate with people or groups that are offensive you may lose a potential client or referral because of your association.  While you cannot be all things to all people, you should remember that your marketing should appeal to a broad spectrum of people.  Affiliations that offend will lessen your appeal to some potential clients.