Blog 10: Positivity and Net etiquette – Why are these Important?

Waters (2010) emphasizes the need for positivity in an organization-public relationship. This means that the actions by either party should make the other party feel more content in the relationship. Positivity is key, not just for in-person relationships but also for on-line relationships. In fact, positivity and net protocol become even more crucial online since there is no face-to-face interaction. The lack of facial expressions, tone and human contact increase the likelihood of being misunderstood.

The first rule of net etiquette is to practice the Golden Rule: Treat others as you would like to be treated. Organizations and employees should seek to be well-behaved, friendly, polite and likeable online. The more positive an experience the organization makes for its consumers, the greater the likelihood of enhancing customer relationships and building trust for the entity. Waters (2010) states: "Professionalism should drive your conduct online." Indeed, organizational and employee online behavior is a reflection of corporate identity.

It is challenging to constantly practice good net protocol, especially when organizations are trying to balance the needs and desires of customers with organizational goals.

Have you had any memorable and positive experiences engaging with organizations online? How about any poor experiences that changed your perceptions of an organization? Do share...I'm listening.