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The Essential Guide to 
Social Media Etiquette 
Jennifer Sable Lopez 
Director of Community at Moz 
@jennita
Social is Easy… 
Right?
@jennita #SMX 
Anyone Can Do It.
But Humans 
Screw Up 
Unlike us 
Robots ;)
@jennita #SMX 
And This Happens…
No Matter How 
Good the Tools Are
Or How Magical 
You Are
@jennita #SMX
Let Me Show You 
My Own Mistakes
@jennita #SMX 
Copy/Paste Fail
@jennita #SMX 
Truncation Fail 
I edited this post, 
promoted it on Facebook, 
and promptly went to bed.
@jennita #SMX 
Truncation FAIL 
Without realizing that 
Facebook truncated in 
rather inappropriate 
place.
How Do You Stop 
These?
Social Media Etiquette 
• Don’t auto follow 
• Don’t auto DM 
• Don’t buy followers 
• Don’t say dumb things 
• Don’t screw up 
@jennita #SMX
Social Media Etiquette 
• Don’t auto follow 
• Don’t auto DM 
• Don’t buy followers 
• Don’t say dumb things 
• Don’t screw up 
@jennita #SMX
Social Media Etiquette 
• Don’t auto follow 
• Don’t auto DM 
• Don’t buy followers 
• Don’t say dumb things 
• Don’t screw up 
@jennita #SMX 
Do better, 
Jen.
What We Already 
Know 
About Social
@jennita #SMX 
Be Human
@jennita #SMX 
Let Automation Help 
But don’t let it rule. 
(Stay on top of things)
@jennita #SMX 
Be Relevant
@jennita #SMX 
Show You Care
@jennita #SMX 
Have a Voice
@jennita #SMX 
A Conversation
@jennita #SMX 
Wherever You Can 
Hehe. GW responded 
via Instagram!
Own The Conversation 
@jennita #SMX
@jennita #SMX 
Have a Little Fun
But, “Funny” is Subjective 
@jennita #SMX
Many Brands Are 
Exceptional
Lego 
@jennita #SMX
KLM 
@jennita #SMX
@jennita #SMX
Gwynnie Bee 
@jennita #SMX
Their 
Communities 
Love Them
@jennita #SMX Gwynnie Bee
@jennita #SMX 
Buffer
What Happens 
When Brands 
Screw Up?
Image credit: http://www.androidguys.com/2011/07/14/surprised-netflix-rate-hike/netflix-angry- 
mob/ 
@jennita #SMX
10 Ways to Avoid 
the Pitchforks
@jennita #SMX 
#1 
Never mix business 
with pleasure
1 App for work 1 for Personal 
@jennita #SMX
So this doesn’t happen to you 
@jennita #SMX
@jennita #SMX 
Or this…
@jennita #SMX 
#2 
Never judge a book 
by its cover
Think before you reshare 
@jennita #SMX
@jennita #SMX 
#3 
Be kind, rewind
When tragedy 
strikes… 
@jennita #SMX 
Check 
scheduled 
posts
@jennita #SMX 
#4 
Read all about it
Know what’s happening 
@jennita #SMX
Before you post 
@jennita #SMX
But also after you post 
@jennita #SMX
Click on that #hashtag first 
@jennita #SMX
@jennita #SMX 
#5 
Oops, I did it again
Don’t 
schedule a 
post, 
while you’re 
*obviously* 
doing 
something 
else He had *just* given a 
@jennita #SMX 
speech at the Nelson 
Mandela tribute
@jennita #SMX 
#6 
The need for speed
Don’t let 
automation 
rule 
@jennita #SMX
@jennita #SMX 
#7 
You complete me
It’s about them Not you. 
@jennita #SMX
@jennita #SMX 
#8 
Mr. Cellophane
Transparency Matters 
@jennita #SMX
@jennita #SMX 
#9 
You’ve Got Mail
Take it offline 
@jennita #SMX
So they don’t go all crazy 
@jennita #SMX 
Or the brand… 
in this case.
@jennita #SMX 
#10 
Hashtags Aren’t 
Forever
Your vision for a #hashtag… 
@jennita #SMX
@jennita #SMX 
Probably 
isn’t what 
you’ll get.
#11 (bonus!) 
Take a Chill Pill 
@jennita #SMX
When all hell 
breaks loose, 
@jennita #SMX 
Stay cool 
and calm
And never feed the trolls 
@jennita #SMX
Jennifer Sable Lopez 
Director of Community at Moz 
@jennita 
jen@moz.com 
Thank 
You

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The Essential Guide to Social Media Etiquette