2e1bb2e55e
- Extensive updates to system configuration and deployment - Enhanced documentation and architecture improvements - Updated dependencies and build configurations - Improved service integrations and workflows 🤖 Generated with [Claude Code](https://claude.ai/code) Co-Authored-By: Claude <noreply@anthropic.com>
50 lines
2.4 KiB
Markdown
50 lines
2.4 KiB
Markdown
# Social Media – Language and Tone
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## Purpose
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This section defines how the brand communicates on social media platforms to maintain consistency, professionalism, and engagement while reflecting brand personality.
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## Key Principles
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- **Authenticity:** Be genuine and human; avoid corporate jargon.
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- **Clarity:** Keep messages simple, scannable, and accessible.
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- **Engagement:** Encourage conversation, not just broadcasting.
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- **Respect:** Treat all users with dignity; avoid sarcasm or hostility.
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## Language Guidelines
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- Use **plain language** that is easy to understand.
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- Maintain a **friendly and approachable tone** while remaining professional.
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- Use contractions where natural (e.g., "we’re" instead of "we are").
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- Avoid slang, memes, or trends that do not align with brand values.
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- Use inclusive language (e.g., “everyone” instead of “guys”).
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## Tone by Context
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- **Announcements:** Clear, direct, factual.
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- **Customer Engagement:** Friendly, supportive, and solution-focused.
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- **Celebrations/Milestones:** Upbeat, appreciative, community-centered.
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- **Crisis/Issues:** Calm, measured, empathetic, and factual.
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## Platform Nuances
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- **Twitter/X:** Concise updates, timely responses, hashtags where relevant.
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- **LinkedIn:** Professional updates, industry insights, thought leadership.
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- **Instagram:** Visual-first storytelling with concise, supportive captions.
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- **Facebook:** Balanced mix of announcements, community posts, and event sharing.
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- **TikTok (if used):** Authentic, creative, but aligned with brand voice.
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## Response Guidelines
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- Respond to comments and messages **within 24 hours** when possible.
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- Acknowledge criticism respectfully; do not delete unless offensive or abusive.
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- Use escalation protocols for **customer complaints or sensitive issues**.
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## Do / Don’t Examples
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- **Do:** “Thanks for your feedback—we’re looking into it and will update soon.”
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- **Don’t:** “Calm down, that’s not our problem.”
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## Accessibility
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- Always add **alt text** for images.
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- Use **CamelCase** for hashtags (#ThisIsAnExample).
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- Avoid using only emojis or GIFs to convey meaning.
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## Measurement & Maintenance
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- Track engagement metrics: reach, shares, sentiment, response time.
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- Review tone and engagement **quarterly** to ensure alignment.
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- Refresh guidelines **annually** or after major platform changes.
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