I’d say one person. Here’s my argument:
- Customers don’t know who they’re talking to. While you could use initials at the end of each tweet, it can still be very confusing for followers.
- Takes away from the personal touch. It feels a lot more personal when there’s a single name in the bio. You’re not talking to a team, you’re talking to a person.
- Repetition. If you have a good communication strategy in place, this won’t be a problem. If you don’t, you might have three people all answering one reply from a user with the same thing or sharing the same article.
- Inconsistent messages. If multiple people are posting on a single account, they may post inconsistent thoughts or information. It’s confusing, and it can result in a loss of trust.
- Lost opportunity to tap into different communities. If every employee that wants to participate in social media has their own account, the brand can tap into a larger audience in different niches, based on the employees’ following.
One situation where it would be alright to have multiple people tweeting from a single account is if it’s a customer service account. It’s important to have multiple people managing it at different times so that you can provide answers promptly. That is, as long as you have a communication system in place to prevent the issues stated above.
In general, if you’re using twitter to interact, I say keep it to one person representing each account. Keep it personal.
The debate is open. Do you think I’m wrong?