Topic overview



Twitter is an online micro-blogging platform that enables you to post short updates with images and videos attached. The social network was launched in 2006 and has more than 300 million monthly active users around the world.

Twitter users share their thoughts, news, real-time information and jokes in 280 characters of text or less.

The most successful Twitter users don't just broadcast messages. They engage with other Twitter users by asking and responding to questions, sharing interesting links and monitoring what people say about them.

Businesses use Twitter to engage audiences within their sector; not only posting information about themselves but encouraging discussion, gathering useful feedback about products or services and offering helpful customer service.

Twitter's unique language

Over the years, Twitter users have established their own language to make the most out of the 280-character limit on each tweet.

  • Use the @ symbol and a user name to mention another person or business in a tweet - ie @marketingdonut. When you do this, they'll see a notification that they've been mentioned. Keep in mind that messages sent this way are still public.
  • You can also retweet (RT) messages to rebroadcast a tweet to everyone following you. Retweeting can be a good way of building connections and relationships.
  • If you want to save someone's tweet for later, you can like it using the heart symbol below the message.
  • A topic with a hash symbol (#) at the start is known as a hashtag. Twitter hashtags like #followfriday help spread information on Twitter while also helping to organise it. Hashtags are regularly used around industries and sectors, events and breaking news stories, and around brand campaigns.

Twitter can seem confusing when you first start using it. The secret is to give it a proper go, and to give it some time. The more you do it, the more you'll understand what works for you.

Building a Twitter following

Twitter is all about the connections you can make - who you follow, and who's following you. Don't get too fixated on the number of followers you have. It's more important to build a network of people and other businesses who are relevant.

To establish a successful community on Twitter, you have to build credibility in your niche. Through the content you share and the discussions you take part in, you are developing a reputation as a trusted source of information. Many businesses aim to become an expert in a particular subject matter on Twitter and they do this by sharing content and insight around a topic.

You won't succeed in building your Twitter community by pushing out one-way marketing messages about your product. Instead, ask your followers questions, be personal and engage with people naturally.

Using Twitter for customer service

Many customers also use Twitter as a quick and easy way to complain about a business. To make sure you spot any complaints, check your Notifications regularly to see if anyone has tagged or retweeted you and do a brand search every day by simply typing your company name into Twitter search.

If you find a comment about your business, respond as quickly as possible. If it's positive, then great! Share the feedback with your followers. If it's negative, then get back to the customer quickly. Try to take the situation offline as soon as possible by offering to call or email them to sort out the issue. By doing this, you will show other customers that you take complaints seriously.

Written by Alison Battisby of Avocado Social.

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