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Disclaimer: The views expressed on stopthinksocial are my own and do not necessarily reflect the views of Oracle.
Strategic advice and experience on making the most of  being social in the workplace

Entries in Brand (5)

Monday
May272013

Community Managers can make or break your Brand

I'm currently looking for a new mobile as my HTC I use for work is leaking memory (this is the second HTC mobile I have had that has developed exactly the same problem) and I wanted to know more about the new Samsung Galaxy S4.

Surfing a well known search engine I came across this article from PC Advisor "Samsung Galaxy S4 vs Apple iPhone 5 comparison review" written by Chris Martin, a staff writer at PC Advisor.

The article contains facts about some of the tests that were done by PC Advisor comparing the Samsung S4 to the iPhone 5, however once I had finished reading it I was left with a feeling that the article had a clear under tone of bias towards Apple. Reading it again and ignoring the writers biased under-tones, for me the Samsung S4 came out a fairly clear winner and yet the overall verdict was still in favour of the Apple iPhone5.

What I was expecting was an independent review from such a reputable brand as PC Advisor to help me make an informed decision, but instead I was left confused, frustrated and questioning the Brand's ability to be fair and transparent.

So I left a polite and humorous comment to the fact that I wonder if Chris Martin (the writer of the article) owns an iPhone 5 to which Matt Egan (PC Advisor Editor and star of this blog post) responded with the following comment:

From a community manager / editor representing a Brand I thought this response was a little strong and very provocative.

I then read other comments of the article left by consumers and I guess it wasn't surprising to see many had exactly the same opinion as myself that they felt this article was biased towards Apple. But what was surprising (well, more shocking) were some of Matt's responses to those comments:

 ...and I'm saving the best to last...
[Edited: The below comment was actually taken from a different article on PC Advisor] 

 

If you are representing a Brand you just cannot behave in this way. Not only will you alienate your consumers but you are damaging the Brand. So here are my top tips on how to be a great Community Manager:

Top 10 Tips that make a Great Community Manager

  1. Remember you represent the Brand not yourself
  2. Always be polite and respectful to your consumers, even if you don't agree or like their comments
  3. Don't take comments personally
  4. Engage with those that leave comments and thank them for their insights and time
  5. Where people disagree or have an issue, politely find out any information you can that can help them and your Brand in the future
  6. Listen to what your consumers have to say and feedback to your Brand
  7. If comments are offensive, remove them. Public battles are not pleasant reading and ultimately damaging to your Brand
  8. Don't use foul or offensive language yourself
  9. Learn from the experts and other community practitioners. I highly recommend joining the #CmgrChat Twitter Chat community (co-founder Jenn Pedde) and listening into Tim McDonalds #cmgrhangout
  10. Remember you represent the Brand not yourself (repeated for effect)
Thursday
Aug302012

Twitter Etiquette: Tips & Tricks III (#SWChat)

Introduction

There are many different approaches to using Twitter, some work and some don't. This event shared tips & tricks of how brands should use Twitter to engage better.

 

Event Questions

Q1) For business use what should your #Twitter Avatar be - Brand logo or human face?
Q2) What's your policy on following back people that follow you - autofollow, review first, never?
Q3) What 3 things do you look for to follow someone on #Twitter?
Q4) What 3 things stop you from following someone on #Twitter?
Q5) Is #Twitter a listening, broadcasting or engagement tool?
Q6) What #Twitter tools do you use to help listen, broadcast and engage with others?
Q7) <not asked>
Q8) <not asked>

Related Articles

Spreecast Social Video Channel

Participants (confirmed): Jenn Emerson, Colin Hope-Murray, Andrew Sim, Steve Cassady, Greg Lowe, Mark Moehlert

Producer: @LizCpher

Playback: (see below)

 

Useful #SWChat Links

Next Event | Schedule

Friday
May182012

Social Business and Reputations (#SWChat)

Thanks to everyone who took part in this weeks Social Workplace Twitter Chat event (#SWChat).

Social Business & Reputations

This weeks #SWChat was a Guest Event with Chris Reed, founder of Restless Communications and a keynote speaker at the Social Media Influence conference in London, June 12th.

Chris has almost 20 years' reputation management experience spanning PR and social media, both in-house and in consultancy working with businesses ranging from the BBC to TfL.

In recent years he has helped clients including Bupa, BT, Shell and Sony navigate the social space, by developing strategies, content plans, business-integration models, and training programmes for hands-on or C-suite audiences.

He recently established Restless Communications, a social business consultancy which helps organisations both communicate and structure themselves more effectively for a social age, harnessing internal and external social tools and channels to do so.

Event Statistics

  • No. of Tweets = 1700 (NEW RECORD)
  • No. of Contributors = 146
  • Reach = 624,000 (NEW RECORD)
  • No. of impressions = 4,900,000

Summary

Full Transcript Report via @hashtracking

FREE Prize Draw Winner

This weeks event included a FREE Prize Draw where the winner was chosen randomly from those participants who also included #SMI12 in their tweets during the 1 hour event by Social Influence.

I am pleased to announce that Sasha Taylor, was drawn as the winner. and wins a FREE ticket worth £495 (~800 USD) to the Social Influence Conference 2012 in London, June 12 courtesy of Social Influence, the organisers of the conference.

Congratulations Sasha Taylor !!!

Bonus Prize

For all #SWChat participants last night there is a 20% DISCOUNT available for the Social Media Influence Conference in London on June 12th. To receive your discount book online and use the discount code SMI-20 and you will receive your 20% discount.

Questions Asked

Q1) What role has #socialmedia played in brands recognising the need to listen more, broadcast less?
Q2) A brand cannot afford to ignore #socialmedia today. Agree / disagree?
Q3) How can #socialmedia enhance or damage a brands reputation?
Q4) How should brands react and manage negative publicity on #socialmedia?
Q5) <skipped>
Q6) What are the key characteristics that transforms any business into a #socialbiz?
Q7) <skipped>
Q8) Why should brands empower their employees to be a voice for them via #socialmedia channels?

Shared Reference Material

 

Today's #SWChat was sponsored by:
 

 

Useful #SWChat Links

Next Event | Schedule | Reminders | Archive | Advisors | Q&A | About |

Friday
May112012

Twitter Etiquette: Tips & Tricks II (#SWChat)

Thanks to everyone who took part in this weeks Social Workplace Twitter Chat event (#SWChat).

Twitter Etiquette: Tips & Tricks II

There are many different approaches to using Twitter, some work and some don't. This event is to share tips & tricks of how brands should use Twitter to engage better.

Event Statistics

  • No. of Tweets = 1300
  • No. of Contributors = 91
  • Reach = 215,000
  • No. of impressions = 3,200,000

Summary

Full Transcript Report via @hashtracking

Questions Asked

Q1) Are the rules of Twitter Etiquette different for personal vs business use?
Q2) Brands that use Twitter should follow back. Agree/disagree?
Q3) How should brands prioritise Twitter compared to other social platforms?
Q4)Should brands incentivise their "social media savvy" employees to engage with potential leads in the Twittershpere?
Q5) Is #FF (FollowFriday) a great idea or just useless chatter?
Q6) (question skipped)
Q7) In 140 characters or less, what advice would you give to brands on how to engage better on Twitter?

 

Shared Reference Material

 

Today's #SWChat was sponsored by:
 

 

Useful #SWChat Links

Next Event | Schedule | Reminders | Archive | Advisors | Q&A | About |

Friday
Mar022012

Are You An Ambassador For Your Brand? (#SWChat)

Thanks to everyone who took part in this weeks Social Workplace Twitter Chat event (#SWChat).

Are you an Ambassador for your Brand?

With the conversations you have on Social Media platforms, even though these conversations are outside normal work hours, are you still speaking as a representative for your company? What are the pro's and risks of being an unofficial ambassador?

Event Statistics

  • No. of Tweets = 1400 (JOINT RECORD)
  • No. of Contributors = 152 (NEW RECORD)
  • Reach = 465,000
  • No. of impressions = 4,200,000

Summary

Full Transcript Report via @hashtracking

Questions Asked

Q1) As an employee, do you feel comfortable mentioning the company you work for on public social platforms?
Q2) Even though you may not be an official spokesperson for your company, do you still consider yourself an ambassador for them?
Q3) How could your company make better use of their employees social presence?
Q4) Do you think an employees contract should be amended to include a clause on the use of social media?
Q5) <skipped>
Q6) Have you heard of any horror stories where employees have gotten into trouble on a public social platform?
Q7) In 140 characters, do you see employees using social media a +ve or -ve for the company and what advice would you give?

 

Shared Reference Material

 

Useful #SWChat Links

Next Event | Schedule | Reminders | Archive | Advisors | Q&A | About