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Twitter terror

14 August 2012
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Friend or foe? 

Use of Twitter by athletes at the recent London Olympics has certainly highlighted some its benefits and pitfalls, which provide some important lessons for grassroots sporting clubs and participants.

Make no mistake - Twitter and other types of social media are not a craze or a fashion trend that will eventually phase out.  Even sport is embracing it . . . in a big way. For instance:

  • The NFL and NFL clubs in the US are embracing social media as a way to engage with fans and they no longer discourage players from using Twitter.  More info here.
  • The Canterbury Bulldogs NRL team have used an SMS texting service to encourage fans to discreetly report trouble in the stands. As a result crowd violence is down and spectator numbers are up. More info here.
  • Former Tour de France winner Lance Armstrong uses Twitter to mobilise cyclists to ride with him and help raise awareness for a particular cause, usually with only a few hours notice. An estimated 4000-5000 people joined him and Robbie McEwen on such a ride in South Australia in 2011 to bring attention to the floods in Queensland.
  • What if something goes wrong?  

    What do you do when followers and fans complain or criticise you?  What happens if someone makes a mistake and sends an inappropriate message, or even the right message to the wrong people?  In part three of our series on social media, we look at how you can avoid being a Twitter victim.

    Plenty of sports stars have put their foot in their Twitter mouths and even big corporations aren’t immune to social media gaffes (try Googling ‘social media gaffes’ for some classic examples). Or ask swimmer Stephanie Rice or Melbourne Victory’s Antony Golec about ‘mis-tweets’ and the damage they can do to reputations. 

    The same rules apply for everyone using social media, including clubs, members, officials and athletes. You don’t want the first hashtag you read to be #yourclubstinks. 

    Here are some tips for proper social media usage:

  • Pretend your message comes from someone else. If your response is “who is this idiot?” don’t click send.  Better yet, imagine sending it to your grandmother. Would she be offended?
  • Be aware of issues, trends and read the news regularly. You don’t want your tweets and messages to accidentally offend others or unintentionally play on some tragic event.
  • Practice a little social responsibility and restraint. Social media gives us all the opportunity to be publishers. Take that role seriously.
  • If you make a mistake, own up to it. Yes, Facebook posts and Tweets can be deleted but, if you hit the delete button, make sure you let your followers and fans know and explain why.  A deleted message just looks suspicious. 
  • Remember, any apology is better than no apology, but it’s much better to have nothing to apologise for.
  • Respond quickly to complaints and criticism about the club, its members or its officials. Tweets and posts move fast and can become viral in seconds.  If possible, rectify the issue for all followers and fans to see. Don’t leave them hanging with only one side of the story.
  • Be proactive. Invest in media training for club members, officials and athletes that go beyond the traditional ‘How do I handle an interview’.
  • Embrace social media as a powerful communications tool but have strong and clear strategies and policies in place to manage it. Start with the Play by the Rules Toolkit where you will find a Communications and Technology Policy template that provides a good starting point.
  • Social media may seem daunting, especially for smaller clubs, but the benefits far outweigh the risks. Get in and have a go. The best way to learn is by doing and it’s easy to set up your own account. Have a look at these links to help guide you through the process of setting up a Facebook or Twitter account:

    How to set up a Facebook page

    How to set up a Twitter account

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