What to Do with an Uninformed Social Media Client

Most of my clients are not social business savvy. Most of them do not have a personal Twitter account and if their brand has one, it doesn’t consist of conversations, only sales pitches. But the majority of them do have a personal Facebook and while their Facebook brand page is lacking, they at least have a rudimentary knowledge of how to use the network.

But sometimes, I have conversations like this:

Client: So how do I see the work you’re doing?

Me: I’ll have reports that I can show you.

Client: No, how do I see what you are posting to the Facebook and the Twitter?

Me: Um, you log onto Facebook and Twitter and you can view them in your feed.

Client: But how do I get to the Facebook?

Me: You like your brand page and it shows up in your Facebook feed or you go directly to your business’ brand page.

Client: That still doesn’t tell me how to get to the Facebook. (*note the use of ‘the’ here)

Me: You go to Facebook.

Client: How do I get there?

Me: You go to the main Facebook website….

Client: How do I go to a website?

And then I have this reaction:

buffy reaction

When this happens, I suggest slowly backing away from the client.

No, not really.

In fact, if your immediate reaction is to scoff at your client, then they should back away, quickly, from you.

Educate, Strategize, Write.

Take this opportunity to educate your client about social media. Walk them through your process. Give them a one-on-one session of how Facebook, Twitter and whatever other social media channels you will use for their business work.

But don’t overload them. Show them one social network at a time.

And take your time. Your client might be massively intelligent, but remember that the internet isn’t intuitive for everyone. That concept might seem strange to some of us, but there are a lot of people out there who are relatively clueless about the interwebs, especially social media.

Sometimes, as a social media or content strategist, your job isn’t just to strategize and write content. It’s to educate. If educating your client isn’t what you ‘signed up for,’ then it’s time to find a new job.

If you’re passionate about social media and content, then sharing that love with your clients is easy and your passion will be infectious. By the time you show them how Facebook works, they should be totally jazzed about learning Twitter. If they aren’t, then you aren’t doing your job correctly.

Remember, it takes time and patience to educate a someone about social media. It doesn’t mean they are stupid or below you in any way.

Think about it this way, social media and social business are ultimately all about sharing. The first person you share with should be your client. If it’s not, then you need to rethink your approach to your business.

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