At least once in your career as a social media manager you may be tempted to cross-post your marketing message over multiple social networks.  While new tools make it easy to post updates across Facebook, Twitter, and more sites you should resist this inclination to broadcast your message through social media; cross-posting ignores the unique purpose of using social media to reach your audience.

The practice of cross-posting has become increasingly common as brands build their online marketing strategy around Facebook pages, Twitter accounts, and link baiting across social networks. Posting updates on each site requires sustainable commitments of time and resources, so there’s temptation to publish the same message across multiple sites with only a single update. However the acceptable rate of updates varies widely between social networks, so while it’s effective to post messages multiple times a day on Twitter, this same frequency might be viewed as spammy on Facebook and other networks. The result is often that brands lose fans/followers as well as the trust of their audience, not to mention deteriorating their brand’s value in the eyes of consumers.

In addition to making your brand become perceived as a source of spam, cross-posting also appears tone deaf to the consumers who are interested in interacting with your organization. Social Media opens up new opportunities that can help promote brands, but all too often is viewed as the platform to broadcast their own advertisements. But even a soapbox speaker will read the reactions of the audience they’re addressing, and likewise your brand should listen and interact with your audience.

Best practices:

• Post updates individually to each social media site, varying the frequency for each platform; perhaps 1-2 updates a day on Facebook and 6-10 for Twitter.
• For every 5 updates on Twitter, only 1 or 2 should promote your company, and the rest should engage your audience by sharing their ideas and answering their questions for subjects which you have expertise about.
• Use measurement tools to note which posts resonate with each audience, and make adjustments accordingly to what they find most valuable.
• Take advantage of the unique features of each social media site, such as @replies on Twitter and the Events or Photo apps on Facebook, to spark discussions with your target audience.

Use these unique social media tools to listen carefully to your audience and then offer them solutions to their problems, not just to sell them your products.

Being strategic in your communications means using research to focus your goals on any media outlet, including social media. Of course many organizations may not be able to commit resources to support so many social sites, and instead they should focus on one or two which best meet their goals. In many cases a poorly executed communication plan may be worse than no having no social media presence at all, so be don’t be afraid to be selective.  After all an abandoned social media profile is like a ghost for your brand, and when you’ve got the tools and the talent “I ain’t afraid of no ghost”.

What Mr. Sheen hasn’t learned through his own use of social media is true for many other organizations who want to promote their brand and protect their reputation using social media: you’ve got to have a communications strategy.  And no, “going viral” is not a strategy, it’s only a goal (which can sometimes backfire).  To that end Charlie Sheen captured the attention of the online world, but without a strategic approach his haphazard embrace of social media seemingly hurt, rather than helped his reputation.  In contrast with individuals who have developed their personal brands, Sheen lacks personal experience to cultivate the tremendous interest in his brand in the best direction, which seems justify his search for a third-party who can give his Twitter account a positive spin.  Yet instead of looking for an intern, he should take a page from the many established brands who’ve successfully managed their social media presence, either though hiring online marketing and PR agencies or developing internal resources to plan their communications strategy.

Of course many brands didn’t always feel this way; when I started this blog in 2009 I wrote about my own experience using Twitter as a tool to find internship opportunities. At the same time agencies turned to my generation of recent grads and millennials to help them understand social media, so many were receptive to the idea of an interns helping out with a niche website like Twitter or Facebook. Especially because many businesses still considered social media a new fad (and not an important emerging platform) many were willing to let interns manage accounts for their brands; after all many simply assumed it was only kids using new media.

What seemed true in 2009 should not be assumed in 2011; social media have emerged as core platforms not only for promoting brands but for building businesses. With 600 million members on Facebook, and an established user base on Twitter that averages over 30 years in age, no brand would risk putting their reputation in the hands of an inexperienced graduate, much less an intern.  Instead organizations who want to build their brand through social media should hire professionals who’ve developed their strategic approach through experience, especially those who have tactical experience using blogs and social media to promote another organization.  Brands should look for professionals who’ve learned about social media through broad online experience, not necessarily specific skill-sets related to individual platforms like Twitter, because it demonstrates their ability to adapt and learn as new platforms emerge.

For prospective interns and job candidates, Twitter continues to stand out as a great tool to network and find job opportunities like my own Twitter internship. It’s also an excellent platform to share ideas and build your online reputation as a knowledgeable professional, particularly for social media marketers like myself, in a forum that’s highly visible in search results for those screening applicants. Likewise for job recruiters, social media offers a unique opportunity to screen potential employees and get a fuller picture of the people outside of their resume.

While it’s yet to be seen what the outcome of Mr. Sheen’s search for an intern may be, it seems likely that the same lack of direction that stifled his own social media efforts will sabotage any intern’s efforts.  At the end of the day a brand is only as strong as it’s own commitment to their unique offering, and that comes only through the knowledge and experience all members of an organization share.  To be sure, Charlie Sheen has earned America’s collective attention fixed on his social media presence, so what he is able to achieve depends not only on what he says but also who he chooses to manage his brand’s voice online.

Update:Since I published the original post on my Twitter internship, people have asked me about what most appropriate role for an marketing/communications intern might be.  First I should note that Internships are valued most for helping gain experience in the field, but that legally Interns are usually prohibited from making contributions to the main business practices of a company. Social Media may have been considered an emerging platform in the past, but Facebook and Twitter are now core parts of a brand and many organizations now use their blog as a primary outlet for communications. As much as today’s interns may want to demonstrate their own understanding of new media, no organization fulfills their educational (or legal) obligations by assigning an intern to perform services they should expect of their PR/marketing/communications professionals.

Of course this isn’t to say interns can’t make valuable contributions using their own insights into new media, only that they shouldn’t be acting as social media spokespersons for their organization.  Instead there are many additional roles an intern can serve, including social media monitoring, auditing, and even old school media clippings with an online twist. In a Sales capacity, I’ve also seen interns do great research work identifying sales prospects using social media, and turning these leads over to an appropriate sales representative for the company.  Internships are a great way to gain experience using new media professionally, but they shouldn’t be representing the public face of their company externally.

Last weekend I attended the Rally to Restore Sanity in Washington, DC, alongside thousands of other patriotic citizens who shared a disdain for divisive rhetoric that seems so pervasive in American newsmedia.  While at first it’s easy to assume that ideologically driven blogs only reinforce this divisiveness, many I spoke with said they were encouraged to attend the relatively apolitical rally because of  what they read on the internet.  The event built up anticipation and interaction through countless platforms: using Facebook events, Twitter accounts, photo contests, event microsites, an iPhone app, and of course their TV shows’ website to promote the rally.  It seemed as if the rally was everywhere, effectively turning every channel of communication online and off into another soapbox its advocates could recruit their friends, myself included.

Even among those who would ordinarily be silenced by divisive rhetoric common to political blogs, this rally established the value of using the internet to spark civic participation among many who would ordinarily have become disengaged.  In the past organizations like Rock the Vote successfully engaged young voters, but it seems social media has increased civic participation exhibited the last few election cycles.  It got me thinking of all the tools at our disposal this election:

• Facebook friends are asking each other to “Commit to Vote”
• Find your local polling station through Google Maps
• Unlock the “I Voted” badge on Foursquare by checking-in at your polling station in real-life
• Like in 2008, Twitter is being used to monitor voting problems in NYC

These tools effectively lower the barriers-to-entry for would be voters, while providing meaningful benefit-exchange to would-be voters that give them sufficient motivation to line up at the polls rather than staying at home.  Some play into the perceived social norms, which are a strong motivator among young voters. In any case, social media provides engagement opportunities to promote participation and increase voter turnout which did not exist only a few years ago.

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Already political candidates are using the internet to shift their campaign strategies to appeal to this new crop of would-be voters, using Sentiment Analysis of citizen discussion to figure out if their ideas are resonating with the public.  In return voters can still take advantage of the internet to fact check candidate claims, acting as an additional balance and (hopefully) encouraging debate.

As Jon Stewart himself put it at the Rally to Restore Sanity “the press is our immune system,” which can safeguard democratic institutions and who’s health is bolstered by the internet.  On election night it’s possible we’ll be glued to our computer screens as much as televisions, but hopefully these same tools bring us to the voting booths first.

Along with a team of classmates at American University, we set about creating a strategic communications plan for Living Classrooms, a non-profit organization serving underprivileged youth in the DC-metro community since founding in 2001.  One of the challenges unique to this client was their difficulty distinguishing not just from a successful parent organization, but also standing out from other non-profits in DC currently struggling for funds; branding would become a strategy.  Their hand-on education approach meant almost all of their funding was used in their programs, but was a challenge to developing new sources of fundraising. Meeting these budget limitations helped us build a strategy with specific objectives (met through some work on our own part).

As discussed in our presentation (and memo), creating and using a Blog and Twitter were critical tactics to meet the campaigns goals.  First these online tools serve an agenda-building relationship with the local newsmedia, through which Living Classrooms would try to earn media without expensive advertising. However social media is not synonymous with free media: even though these platforms are free to use, they require thoughtful and persistent work from dedicated professionals in order to work well.

Any organization can ask someone to Twitter for them, but only a professional can make it relevant to reporters, bloggers, and others who would want to tell Living Classroom’s story.  My role in this process was to build these media tools for them, and to start using these so that Living Classrooms would could model on them; unfortunately they did not have the budget to hire someone to write  so my model was key.  While new media levels the playing field, a public communications professional can lift an organization above from the rest, so that a non-profit like Living Classrooms can stand out online.

These tactics also play a critical role in winning and retaining new donors, since they allow Living Classrooms to provide regular updates which demonstrate the value of their donation.  Because Living Classrooms, like so many non-profits, is involved in so many programs donors don’t always know about all the work their donation allows an organization to accomplish everyday.  These regular updates demonstrate the compelling work Living Classrooms does through stories told in words, videos, and pictures in the channels which new donors are likely to discover this cause.  This serves as a compliment to the newsletter and mailer our group designed, usually adapting the same material for online use.

We’re still waiting to see which parts of our strategic plan will be used by Living Classrooms this year, so in the meantime please check out the blog I set up or follow @LCNCR on Twitter to learn more. For a communications professional with a strategic approach, online tools can become a successful tactic for non-profits to  overcome limitations and expand their communications budgets, ultimately changing minds and lives of those most in need of help.