Hints and Tips of how to be the best at Social Media

How you appear on Social Media says a lot about your business, and affects how your customers (or potential customers) see you, so it’s important to get it right!
Consider your audience, language and tone; even when dealing with issues. Remain professional at all times, avoid discriminatory comments or posts and consider the laws around social media, your use of it, and the protection of individuals whether they use it or not.
Do not pick fights and be the first to correct your own mistakes. If you alter a previous post be honest in admitting that you have changed it and why. Reputational damage can have a massive detrimental effect on your business.
Do not post sensitive, private or confidential information.
Do not post photos of, or make negative comments about customers, and do not share details about them without their permission.
Do not post comments about a fellow workers, customer or supplier that could be perceived as harassing, threatening, retaliatory or discriminatory.
You may be legally responsible for the content you post, so respect brands, trademarks and copyrights.
Follow terms and conditions for social networking sites.
Don't be offended if others leave. Not everyone wants the same information.
Be mindful of the timing of your post.
Be mindful of the timing of your post.
Please don't send data-insensitive messages. If you alter a previous post be honest in admitting that you have changed it and why. Reputational damage can have a massive detrimental effect on your business.
Protect the reputation of your business by ensuring that views expressed by yourself, or your employees are identified as being your/their own regardless of the affiliation with your business.
Think GDPR at all times. As far as consent and data use is concerned in social media, this is effectively covered by the terms and conditions and privacy notices of each social media platform, e.g. Facebook, Twitter, etc. However you should never give out personal customer information (e.g., personal addresses, email addresses, phone numbers or payment card information), or save personal information you receive from social networking to other systems or personal address books.
Where GDPR is concerned know your obligations as a business! Make sure you know and understand the legal requirements on you as a business to protect personal data. This is especially important when using CCTV on your premises due to restrictions around its use, purpose, data retention, and what you do with the information/images/video. You will also need to make provision for subject access requests where individuals wish to know what information you hold on them.
In the event of an alleged crime or other incident, posting CCTV images of people online is likely to be unlawful in most situations. Potential penalties are far greater than the value of the any losses you have incurred. The ICO is quite clear in their CCTV Code of Practice that the identification of individuals from CCTV should only be carried out by law enforcement agencies and goes on to state that "Placing such information on the internet incorrectly, or without full consideration of what is being done, may cause the disclosure of individuals' personal data and sensitive personal data. In severe cases, this may lead to the ICO taking enforcement action."

[Source: https://ico.org.uk/media/for-organisations/documents/1542/cctv-code-of-practice.pdf]
For information and advice about GDPR and how it affects you please refer to the ICO https://ico.org.uk/global/contact-us/advice-service-for-small-organisations/
There is so much exciting content that you can share that will ensure your customers engage with you in a positive way. Think external and Do not be afraid to share content that your customers will find interesting. Just be careful that you have the relevant permission and always accredit the author if you have copied something.
Always aim for quality of information over quantity. There are so many ways you can interact with your customers; before and after stories/pictures, funny memes, short videos, show them behind the scenes, set up a poll to gauge interest in any new ideas you have, get them to share comments or pictures with you, share a fun fact, or thank your followers… But most of all enjoy finding out more about them. Learning about what they are looking, and gaining their loyalty could be the key to your success!

¹ Booker symbol groups refer to all Booker Brands including Premier, Londis, Budgens, Family Shopper. This list is non exhaustive.