As Twitter relies on interaction, it is critical that you do not ignore your followers. All questions should be answered in a timely manner to ensure your readership’s satisfaction. Basic inquiries can be tackled easily, however some questions might not appropriately be answered on Twitter if it concerns a touchy topic or a complex issue. Should this happen, try to contact the person or company involved by a different means that allow more space for discussion and more privacy. Many companies reply with a DM such as “Call us at … so we can resolve the issue” or “Send us an email to… and we’ll take care of it.” Bear in mind that everything publically shared will remain on the Internet, even after you delete the post.
If you see relevant or interesting content posted on the mainstream wall, do not hesitate to retweet it and adding some personal comment about it . Not only it adds to your news, but the author of the Tweet will be flattered and appreciate it. It is also a good way to attract the attention of potential new followers.
Private message or public Tweet?
First of all, you should know you can only send a private message to someone following you. Generally speaking, a Tweet is a better alternative especially for comments that might interest other users. You should save private message for information you do not want other users to know – a phone number or an e-mail address for example. You may also consider hiding any conversation that is not relevant or informative to anyone but the recipient of the message and yourself. This prevents flooding on Twitter’s mainstream.
Thanking & rebounding
Remember to be courteous and to acknowledge all forms of communication. When someone mentions your website or product, it will be appreciated and make you look professional to post a “@example Thanks for the suggestions on our products!” or similar. After all, every time a Tweet is posted about you, it is free advertisement and users feel valued for being acknowledged.