Social Media Issues - How to Manage and Prevent Brand Censorship
|
|
- Iris Norton
- 3 years ago
- Views:
Transcription
1 SOCIAL MEDIA MANAGEMENT: SOCIAL MEDIA ISSUES VS SOCIAL MEDIA CRISIS Once you have taken the first steps in developing your social media presence, it is time to create a social media strategy. Similar to any other aspect of campaign marketing, it is always better to have a plan to set a foundation with realistic objectives of what you would like to achieve with social media. In today s social era, a bad reputation can spread quicker than ever. For this reason, an integral part of developing your social media strategy is to create both a social media issue and a crisis management plan. What s the difference? Find out in this whitepaper which will ensure that your brand s reputation will continue to thrive on social media. SOCIAL MEDIA ISSUE MANAGEMENT Socialbakers definition: A social media issue is defined as anything that a user posts with negative sentiment that requires a response or action from your company. Issues can range from customer service complaints, taking brand reputation management actions, to replying to user feedback with negative sentiment. Resolving social media issues should never require resources or human capital other than those the company preallocated when determining their social media strategy. A social media issue management plan serves as a daily method of dealing with issues on social media. As your brand grows and your social reputation and the conversation surrounding your brand increases, it is inevitable that there will be regular issues that need to be dealt with on a near day-to-day basis.
2 The first step in creating your social media issue management plan is to determine the resources that you are willing to allocate to ensure that every issue is resolved in a timely fashion. Once you have determined how much time and human capital you are willing to invest in resolving issues on social media, then you are ready to make a social media issue management plan. DRAFTING AN ISSUE MANAGEMENT PLAN These are the critical components that should be addressed when determining your social media issue management plan: ISSUE RESPONSE Determine a set amount of time that each user issue will be responded to by the company; e.g., 90 minutes. Determine the amount of time that each user issue will be resolved by the company; e.g., 24 hours. If users are commenting on negative sentiment content, make sure to contribute to the conversation. Remember, social media marketing is a two-way conversation, not a monologue. BRAND AMBASSADORS Develop relationships with your brand ambassadors or advocates. If your ambassadors are receiving some sort of compensation for advocating your brand then set up minimum requirements for how often they need to post content about your brand. Social media users are influenced by sentiment types on your wall. If you can leverage brand ambassadors to post positive content then it will diminish the effect of having negative sentiment posts on your wall.
3 BRAND AMBASSADORS - ETHICS When reaching out to social media users it is important to remain honest and show integrity to illustrate that your brand is acting responsibly. Disclosure: Make sure to let the social media users know that you are a representative from your company. Transparency: If a brand ambassador is receiving compensation for advocating your brand (preferably not monetary compensation) then make sure that you are not actively attempting to hide this information. Privacy: Do not collect contact information and subsequently overload social media users with s, newsletters or other content that could be considered SPAM. RESOLUTION OF SENSITIVE TOPICS / NEGATIVE SENTIMENT Determine which topics your brand defines as sensitive and which are considered negative sentiment. Sensitive issue and negative sentiment posts will inevitably occur on a regular basis. Determine required actions for each type of sensitive topic and negative sentiment user posts. Recommendation: If possible move the conversation off your Facebook Page or Twitter Profile. Inquire about the issue, respond amiably and if possible resolve the issue. Recommendation: If the user is irrationally posting negative sentiment then you have the options of reporting the user, burying the negative content, etc. FROM SOCIAL MEDIA ISSUE TO SOCIAL MEDIA CRISIS Empirical evidence shows that many social media crises arise because there is failure to successfully resolve social media issues. Social media crises should be taken seriously. Set guidelines for when a social media issue has evolved into a social media crisis. Spend sufficient time training your social media manager on what constitutes a crisis and inform them of the necessary steps for resolving a social media crises.
4 SOCIAL MEDIA CRISIS MANAGEMENT Drafting a social media crisis management plan is very important for maintaining your brand s reputation. With social media, negative news spreads extremely fast and if not dealt with properly and in a timely manner, the effect could be devastating and long lasting. In regards to social media posts with negative sentiment, companies face the terrifying possibility negative creating a ripple effect with thousands of social media users talking negatively about your brand and possibly receiving negative mainstream publicity. Moreover, if a crisis is not dealt with properly then it is plausible that the crisis will continue to haunt your brand reputation in search engines for months to come. The good news is that these all outcomes are avoidable. If your company has drafted a social media crisis plan and your employees are well informed on the protocol of dealing with a crisis, then the negative results can be ameliorated if not completely avoided. DRAFTING A CRISIS MANAGEMENT PLAN These are the critical components that should be addressed when determining your social media crisis management plan: WHAT CONSTITUTES A CRISIS Draft the guidelines and protocol for what constitutes a crisis; e.g., If your Facebook Page receives 10 negative user posts in 30 minutes. At this point your social media manager should alert other staff members that there is an early stage crisis and resolution action is required. NOT ALL CRISES WERE CREATED EQUAL Not all crises require all hands on deck. There should be a specific protocol for each level of crises. Determine the resources necessary for handling each type of crises. The larger the crises, the more amount of time and human capital necessary.
5 BRAND AMBASSADORS Inform your brand ambassadors that if a crisis does occur, then you will need them to actively act as a brand advocate to help reduce the negative effects of brand detractors. It is very helpful to have a brand advocate that is not directly employed by your company to help lessen the negative effects as a result of a crisis. KEEP YOUR WALL OPEN Although it may be tempting to close your wall to avoid receiving additional negative sentiment posts, there is a high probability that this will exacerbate the crisis. In the social media world, closing your wall can be viewed as censorship. If you close your wall, negative conversation does not stop; it will simply move to another platform. Recommendation: Inform and engage with your users to illustrate that their opinion is of importance and that your company is looking to resolve the issue or crisis as quickly as possible. SOCIAL MEDIA LISTENING If a social media crisis occurs, it is time to monitor brand related keywords via social media listening tools 24 hours a day. Do not only listen to discussions on your own Page, Profile or Channel but also monitor conversations related to your brand on other blogs, Facebook groups, discussion boards, etc. During a crisis you should attempt to respond to these questions on all networks and platforms. LEARN FROM YOUR MISTAKES If a crisis does occur, it should be closely analyzed to prevent future crises and determine the best methods for resolving crises. Update your crisis management plan based on what you ve learned from your past experience.
6 OVERVIEW Taking the first steps and drafting a social media issue and crisis management plan is a large step in developing your overall social media strategy. However, the work does not end there. The social media world is constantly changing and evolving, which means that your social media strategy, including your issue and crisis management plans, needs to adapt to these changes. Make sure that your social media management team is regularly analyzing key metrics about how they are resolving social media issues and deterring crisis. From these analytical reports, there should be regular meetings to discuss any changes or amendments to optimize the effectiveness of your social media management plans. Have any questions? Contact us at support@socialbakers.com
GLA Social Media Guidelines Contents
GLA Social Media Guidelines Contents Introduction... 2 The GLA s official social media channels... 2 Process... 2 Legal considerations & the Code of Conduct... 6 Pre-election periods (General elections,
More informationExecutive s Guide to. Social Media and Crisis Management
Executive s Guide to Social Media and Crisis Management PRESENTERS Jamie Moeller Global Practice Director Public Affairs Ogilvy Public Relations Worldwide John Bell Global Managing Director 360 Digital
More informationThe Social Media and Communication Manager will implement the. Company s Social Media Strategy, develop brand awareness, generate
SOCIAL MEDIA AND COMMUNICATION MANAGER Hours: Negotiable after interview Pay: Negotiable after interview The Social Media and Communication Manager will implement the Company s Social Media Strategy, develop
More informationUsing Social Media to Grow Your Brand. www.parkerwhite.com life@parkerwhite.com we give brands life
Using Social Media to Grow Your Brand www.parkerwhite.com life@parkerwhite.com we give brands life INTRODUCTION: Why Social Media? Social media is powerful because of its authenticity people take messages
More informationSOCIAL MEDIA GUIDELINES
OTC & COMPLEMENTARY MEDICINES INDUSTRY SOCIAL MEDIA GUIDELINES November 2013 ABOUT ASMI ASMI (Australian Self Medication Industry) is the peak body representing companies involved in the manufacture and
More informationHow To Listen To Social Media
WHITE PAPER Turning Insight Into Action The Journey to Social Media Intelligence Turning Insight Into Action The Journey to Social Media Intelligence From Data to Decisions Social media generates an enormous
More information8 WAYS TO BUILD YOUR BRAND USING SOCIAL MEDIA
TIP SHEET 8 WAYS TO BUILD YOUR BRAND USING SOCIAL MEDIA Social media has changed the way our entire world works. Everyone has an equal voice and immediate access to vast networks of friends and followers.
More informationCommunications Council Best Practice Guide
Communications Council Best Practice Guide Social Media Code of Conduct social media code of conduct Purpose In the past few years social media has become an important and integral part of the marketing
More informationINTO SMART CRISIS PREVENTION
TIP SHEET TURN SOCIAL INTELLIGENCE INTO SMART CRISIS PREVENTION Crisis management has completely changed in less than a decade. In 2003, a crisis happened when the press got wind of something that hurt
More informationReputation Management
Reputation Management How to Take Ownership of Your Properties Online Reputation Introduction Are you managing your online reputation or is it managing you? 02 It s estimated that 60 percent of a company
More informationSOCIAL LISTENING AND KPI MEASUREMENT Key Tips for Brands to Drive Their Social Media Performance
SOCIAL LISTENING AND KPI MEASUREMENT Key Tips for Brands to Drive Their Social Media Performance With social media marketing, the power is derived from being able to directly communicate with consumers
More information8 Ways To Build Your Brand Using Social Media
8 Ways To Build Your Brand Using Social Media 1 introduction 8 Ways to Build Your Brand Using Social Media Social media has changed the way our entire world works. Everyone has an equal voice and immediate
More informationDO YOU YOU HAVE THE. Our experts can get you there REPUTATION MANAGEMENT
DO YOU YOU HAVE THE Our experts can get you there SEARCH ENGINE OPTIMIZATION SEARCH ENGINE REPUTATION MANAGEMENT EMAIL SOCIAL MEDIA WEBSITE DESIGN Rise to the top of search engine results! We ll help you
More informationOnline Reputation Management (ORM) Guide Engage with Customers Convert them to your Brand Ambassadors
Online Reputation Management (ORM) Guide Engage with Customers Convert them to your Brand Ambassadors Author: Pradeep Chopra (CEO, Digital Vidya) Serious about Digital Marketing? Join our Upcoming Training!
More informationManaging Social Media During a Consumer Product Recall
Managing Social Media During a Consumer Product Recall Thanks to the advent of social media, companies and consumers now have a direct line to each other to exchange information and voice opinions, whether
More informationWhat is a Social Media Playbook, and Why Do I Need One?
What is a Social Media Playbook, and Why Do I Need One? Table of Contents Introduction 03 Start at the Beginning 05 Determine Roles, Responsibilities, and Expectations 06 Decide What Needs a Response 08
More informationTHE POWER OF INFLUENCE TAKING THE LUCK OUT OF WORD OF MOUTH
THE POWER OF INFLUENCE INTRODUCTION Word-of-mouth marketing has always been a powerful driver of consumer behavior. Every experienced marketer knows that customers are more likely to base purchasing decisions
More informationSocial media metics How to monitor a Social Media campaign?
Social media metics How to monitor a Social Media campaign? White paper Summary I II III IV V VI VII VIII IX X Introduction Preparing the website Setting up the objectives Measuring the traffic on the
More informationAthabasca University Management Position Description Section I
Athabasca University Management Position Description Section I Position Information Update Only Classification Review Position Title Position # Department Classification Level Reports to Effective Date
More informationREPUTATION MARKETING PROPOSAL Developed For: Dutchie s Fresh Market From: Screaming Tree Media
REPUTATION MARKETING PROPOSAL Developed For: Dutchie s Fresh Market From: Screaming Tree Media Reputation Marketing Proposal Overview Summary Issue: Company Is Not Listed On All The Correct Directory Sites
More informationSocial media Content Coordinator (online marketing manager)
Social media Content Coordinator (online marketing manager) We serve private, non profits and governmental agencies. We are seeking to grow our digital media department as well as the company s digital
More informationHOW TO ACCURATELY TRACK YOUR SOCIAL MEDIA BUZZ
TIP SHEET HOW TO ACCURATELY TRACK YOUR SOCIAL MEDIA BUZZ Ten years ago, marketers had to rely primarily on customer surveys and mainstream media coverage to track the buzz created by a new product launch
More informationCompany Pages and Followers
Company Pages and Followers Relationships That Drive Results 5 steps to engaging followers on LinkedIn linkedin.com.companies 1 Table of contents Intro 03 03 Engage followers 07 01 Establish your presence
More informationReputation Management in six (sort of) easy steps.
Reputation Management in six (sort of) easy steps. Presented by Mickey Lonchar Quisenberry Marketing & Design Your Permanent Record, circa 1960 s: Your Permanent Record, circa 2012: The picture people
More informationSocial Media. A brief overview of the Social Media module
Social Media A brief overview of the Social Media module Title of Page to Appear Here in Arial Bold. Size: 32pt Line 1 of bullet point text to appear here in Arial regular. Size: 18pt Line 2 of bullet
More informationAthabasca University Management Position Description Section I
Athabasca University Management Position Description Section I Position Information Update Only X Classification Review Position Title Social Media and Marketing Coordinator Position # 999074 Department
More informationMultichannel Customer Listening and Social Media Analytics
( Multichannel Customer Listening and Social Media Analytics KANA Experience Analytics Lite is a multichannel customer listening and social media analytics solution that delivers sentiment, meaning and
More informationSocial Media ROI. First Priority for a Social Media Strategy: A Brand Audit Using a Social Media Monitoring Tool. Whitepaper
Whitepaper LET S TALK: Social Media ROI With Connie Bensen First Priority for a Social Media Strategy: A Brand Audit Using a Social Media Monitoring Tool 4th in the Social Media ROI Series Executive Summary:
More informationWhen soliciting constituent comments to include discussions, State agencies must:
7.13 Social Media The purpose of policy 7.13 Social Media is to assist departments who participate in Internet-based social media outlets to be effective and conscious while using the resources of social
More informationSocial Media: An Ocean of Customer Feedback. Living customer centricity in a digital world
Social Media: An Ocean of Customer Feedback Living customer centricity in a digital world Why Are You Here? The value that ICSA provides Customer centricity is not just the hot term Customer satisfaction
More informationSocial Media in the Contact Center. David Lover (@davidmlover) Chief Technology Officer, Cross www.crosstelecom.com
Social Media in the Contact Center David Lover (@davidmlover) Chief Technology Officer, Cross www.crosstelecom.com Technology Convergence Social Convergence 2010 Facebook Demographics: June 8 th 2010 www.istrategylabs.com
More informationWAYS. 5 Ways to Scale Your Twitter Support
WAYS INTRODUCTION More customers are turning to social networks like Twitter for everything from product recommendations to technical support to locating the best deals. Just as many customers are using
More informationCommunity Management Services
Introduction Sites commonly referred to as social media networks are defined as any digital medium which facilitates the user-generated exchange of content, ideas and discussion. While the networks themselves
More information5 TIPS FOR SETTING MEASURABLE SOCIAL MEDIA GOALS
TIP SHEET 5 TIPS FOR SETTING MEASURABLE SOCIAL MEDIA GOALS Social media participation has become a must for businesses today. A survey by CMO in February 2012 revealed that marketers expect to spend almost
More informationNow Showing: Star Social Customer Service
Now Showing: Star Social Customer Service Odeon uses Conversocial to develop a complete in-house social engagement program. Study ODEON is the largest cinema chain in Europe with over one hundred cinemas,
More informationWhy Enterprises Need a Social Media
Why Enterprises Need a Social Media Management System Introduction As social media continues to evolve, businesses are incorporating new cutting-edge technologies and applications into their online marketing
More informationpresented by Maxmail
presented by Maxmail What s Inside Thinking of email marketing for your business? Well you ve made the right choice. The guys at Marketing Sherpa suggest that email marketing results in an ROI of 119%
More informationCrisis Communication @ Nestlé
Crisis Communication @ Nestlé Geneva, 29 June 2012 Marc Schaedeli Group Risk Management 29/06/2012 Joint OECD / IRGC Expert Workshop Agenda Introduction Policy & Guidelines Application @ Nestlé 2 Nestlé
More information5 Tips For Setting Measurable. Social Media Goals. 5 Tips for Measurable social media goals
5 Tips For Setting Measurable Social Media Goals 1 introduction Five practical tips for setting measurable social media goals Social media participation has become a must for businesses today. A survey
More informationSee how social media listening and engagement can help your business
See how social media listening and engagement can help your business In a socially connected world, engagement with your customers can happen anywhere or anytime. Microsoft Social Engagement puts powerful
More informationSocial Media Monitoring Making Sense of your Digital Shadow
Social Media Monitoring Making Sense of your Digital Shadow Barry Walsh Digital Marketing Executive Fáilte Ireland Digital Supports Team Social media is overflowing with Conversation Like / Dislike Lead
More informationSocial Media Monitoring in Fifteen Minutes
Social Media Monitoring in Fifteen Minutes By Murray Newlands Murray Newlands 1 Table of Contents Social Media monitoring Guides your Business Introduction: Social Media Monitoring How Social Media monitoring
More informationSocial Media Analytics! & ORM! How Banks Can Leverage It Fully! Digital Performance on a Global Scale.
Social Media Analytics! & ORM! How Banks Can Leverage It Fully! HOW CAN SOCIAL BE LEVERAGED? Consumer Insights / Market trends and product development Customer Acquisition Online reputation management
More informationTelecom Italia s Reputation Monitoring Room
TELECOM ITALIA GROUP Digital Communication Awards Berlin September 14 th 2012 Telecom Italia s Reputation Monitoring Room Massimiliano Spaziani Brunella How can online perception influence brand image?
More informationHow To Use Social Media To Improve Your Business
IBM Software Business Analytics Social Analytics Social Business Analytics Gaining business value from social media 2 Social Business Analytics Contents 2 Overview 3 Analytics as a competitive advantage
More informationOverview. Here to serve, Cedarville University Marketing Department Tyler 212 Suite cedarville.edu/marketing
Social Media Policy Overview... 2 Using Social Media on Behalf of Cedarville University... 3 Content Management... 4 Best Practices... 4 Facebook... 5 Twitter... 5 Blogs... 6 Photos... 6 Video... 6 Comments
More information7 Steps to a Stellar Online Reputation. Presented by Andy Beal
7 Steps to a Stellar Online Reputation Presented by Andy Beal Who is this guy? Internet marketing consultant: Online reputation management Search engine marketing Business blog development and promotion
More informationPresented by Katherine Fletcher. February 11, 2009
Managing Reputation Online Presented by Katherine Fletcher Senior Partner & Managing Director, istudio February 11, 2009 Agenda How Online Conversations Can Affect Your Organization Digital Media Demographics
More informationHow To Implement a Social Media Marketing Plan With Limited Resources. Jennifer Dombrowski Twitter: @jdomb
How To Implement a Social Media Marketing Plan With Limited Resources Jennifer Dombrowski Twitter: @jdomb Our Job is Bigger Than Ever Leveraging Your Marketing Material Create an audit of all existing
More informationBest Practice Data Collection for Marketers
Best Practice Data Collection for Marketers 15 ways to streamline your sign up process For more information please contact clients@adestra.com or call +44 (0)1865 24 24 25 1 Best Practice Data Collection
More informationSOCIAL MEDIA LISTENING AND ANALYSIS Spring 2014
SOCIAL MEDIA LISTENING AND ANALYSIS Spring 2014 EXECUTIVE SUMMARY In this digital age, social media has quickly become one of the most important communication channels. The shift to online conversation
More informationIntegrating Social Media with B2B Email
Integrating Social Media with B2B Email Daryl Nielson Marketing Manager Email B2B, HP Mia Dand Enterprise Social Media Marketing Manager, HP The New Paradigm in Email Marketing + SOCIAL MEDIA The Social
More informationPreparing for and coping with a crisis online. White Paper 2 Crisis management in a digital world
Contents 3 6 11 16 19 Introduction Preparing for a crisis During a crisis After the crisis About The Partners Group 2 In the new world of social media and mobile technology, communication is instantaneous,
More informationGUIDE Wealth Management. 9 Social Media Guidelines for Wealth Management Firms
GUIDE Wealth Management 9 Social Media Guidelines for Wealth Management Firms Wealth Management 9 Social Media Guidelines for Wealth Management Firms Wealth management firms that embrace social media can
More informationYour Reputation Is On The Line.
Your Reputation Is On The Line. Start With Trust Word-of-mouth just went viral. Background: You finish a big job. The customer s thrilled. Next thing you know, the client s neighbor wants you to price
More informationDeveloping a Social Media Strategy. Now that you ve built it, how do you get them there?
Developing a Social Media Strategy Now that you ve built it, how do you get them there? What you will learn today Why a marketing strategy is necessary. What are the components of a marketing strategy.
More informationGuidelines for University Communications and Marketing Professionals
Guidelines for University Communications and Marketing Professionals These guidelines were created by Penn State's Division of University Relations. For more information, contact Lisa M. Powers, director,
More informationSOCIAL MEDIA GUIDELINES For employees at Southeast Regional College
SOCIAL MEDIA GUIDELINES For employees at Southeast Regional College Why do we need guidelines for social media? This document outlines the guidelines for Southeast Regional College employees communicating
More informationboost Your Business with Social Media
Superfast Business Wales Whether it s celebrity tweets or teenage Facebook parties, social media is rarely far from the news. What s not so often highlighted is their usefulness for business. Business
More informationGUIDE Creating a Social Media Strategy. A Guide to Developing Your Social Media Presence
GUIDE Creating a Social Media Strategy A Guide to Developing Your Social Media Presence Guide to Creating a Social Media Strategy Getting Started In order to gain customer trust, establish expertise, and
More informationProtect Your Business
www.smallbusinessmarketingaustralia.com Bronwyn@smallbusinessmarketingaustralia.com www.smallbusinessmarketingaustralia.com Page 1 What is Your Online Reputation? Your online image is NOT just your business
More informationSocial Response Before the Crisis. Social Response Before the Crisis
Social Response Before the Crisis What Is a Social Media Crisis? Altimeter has a handy definition: A social media crisis is an issue that arises in or is amplified by social media, and results in negative
More informationHow To Use Social Media At St James Anglican School
P o l i c i e s n P r o c e d u r e s n I n f o r m a t i o n T o t a l n u m b e r o f p a g e s 2 P o l i c y C r e a t i o n D a t e : 2 4 S e p t e m b e r 2 0 1 4 P o l i c y R e v i e w D a t e :
More information6 Social Media Tips for Property Management Companies
6 Social Media Tips for Property Management Companies Social Media Social networks offer a wealth of promotional opportunities, but it s up to you to harness them. Want to improve communication, increase
More informationHow To Use Social Media For A Pharmaceutical Company
Leveraging Social Media for Pharmaceutical Companies Realized by Synthesio Summary Introduction.2 Social media and the new health paradigm.3 Millions of online consumer conversations to explore.4 Detecting
More informationDigital Marketing Success & Rules of Engagement. Ann Burgraff Rowell annburgraff@yahoo.com
Digital Marketing Success & Rules of Engagement Ann Burgraff Rowell annburgraff@yahoo.com Digital / Social media is effective for: Promoting products and services Engaging with your customers / partners
More informationBrand Reputation Management with Social Media Marketing Tools & Techniques. Presented by Jess Loren & Ed Swiderski
Brand Reputation Management with Social Media Marketing Tools & Techniques Presented by Jess Loren & Ed Swiderski Overview Brief background Social marketing plays an instrumental role in both our career
More informationSocial Media Marketing Disclosure Guide
Social Media Marketing Disclosure Guide WOMMA August 2012 The WOMMA Guide to Disclosure in Social Media Marketing The WOMMA Ethics Code is the cornerstone for prudent practices in the WOM industry. In
More informationEssential Communication Methods for Today s Public Social Media 101. Presented by Tom D. Trimble, CIO Tulsa County Government
Essential Communication Methods for Today s Public Social Media 101 Presented by Tom D. Trimble, CIO Tulsa County Government What you will learn today Why Social Media is important to you Today s Social
More informationChildcare. Marketing Tips. 10 Must-Do Marketing Tips to Grow the Enrollment of Your Early Childhood Program
Childcare Marketing Tips 10 Must-Do Marketing Tips to Grow the Enrollment of Your Early Childhood Program July 2012 Be Found on Your Local Map Over the past 10 or 15 years, and especially within the last
More informationSocial Media and how Parks can benefit from it
Social Media and how Parks can benefit from it David Lakins info@keymultimedia.co.uk www.keymultimedia.co.uk/seminars Follow me: twitter.com/davidlakins About Key Multimedia Founded in 2007 Based in Poundbury,
More informationTop 10 best practices that savvy marketers know about
Top 10 best practices that savvy marketers know about Includes your three FREE bonus exercises courtesy of Sherry Prescott-Willis, author, Market This! www.marketthisbook.com Top 10 best practices that
More informationThe Art of Conversational Sales. Ron Packer www.linkedin.com/ronpacker
Social Media Marketing The Art of Conversational Sales Ron Packer www.linkedin.com/ronpacker A Quick Overview Social Media Marketing What is it? Why should you, a business owner, care? How do you create
More informationOne negative tweet is not a crisis. You will always face difficulty with fans.
Crisis Management One negative tweet is not a crisis. You will always face difficulty with fans. What is Crisis? A sudden and unexpected event leading to major unrest. In other words, crisis is defined
More information6 Steps to creating a Cross Channel Communications Roadmap
6 Steps to creating a Cross Channel Communications Roadmap Identifying the Road Ahead to Cross Channel Marketing Success Darcy Bevelacqua Darcy@Succcess-works.com 917 520-061 6 Steps to Creating a Successful
More informationSOCIAL MEDIA CRISIS MANAGEMENT LESSONS AND LEARNINGS. Fernando Cuscuela CEO Everypost @fercus
SOCIAL MEDIA CRISIS MANAGEMENT LESSONS AND LEARNINGS Fernando Cuscuela CEO Everypost RULE #1: IF YOU RE GOING TO BE ON SOCIAL, YOU NEED TO BE SOCIAL THAT MEANS YOU RE GOING TO NEED TO INTERACT WITH YOUR
More informationTHE TOP 10 BEST PRACTICES YOU NEED TO KNOW
THE TOP 10 BEST PRACTICES YOU NEED TO KNOW Registered Representatives of a Broker-Dealer and employees of Registered Investment Advisors are subject to their firm s policies. INTRODUCTION From social media
More informationElevate Customer Experience and Engagement in the New Digital World
Elevate Customer Experience and Engagement in the New Digital World John Chan CRM Solutions Lead, Microsoft Business Solutions Microsoft Asia Customer buying behavior has fundamentally changed therefore,
More informationBigfork Present: Planning for Relevant Traffic
Bigfork Present: Planning for Relevant Traffic Part of our successful website planning process is to look at driving relevant traffic to the new website. This article looks at why and how we decide to
More information16 Public Relations Pitfalls
16 Public Relations Pitfalls Table of Contents Introduction... 3 Section 1: Social Media Pitfalls... 4 Stay Silent... 5 Assail Followers With Promotions... 5 Lose Control Of Your Social Media... 5 Refuse
More informationWHAT IS SOCIAL MEDIA MARKETING?
Social media is quickly catching up to email as a primary way people share news and information online. Facebook has over 1 billion users, more than 55 million messages are posted to Twitter daily, and
More informationWHITE PAPER Mapping Organizational Roles & Responsibilities for Social Media Risk. A Hootsuite & Nexgate White Paper
WHITE PAPER Mapping Organizational Roles & Responsibilities for Social Media Risk A Hootsuite & Nexgate White Paper Mapping Organizational Roles & Responsibilities for Social Media Risk Executive Summary
More informationCommunications Policy
Communications Policy Policy Overview The Communications Policy describes how the Halifax Regional School Board (HRSB) will engage in proactive, two-way communication. This policy applies to all forms
More informationPaul Mosenson, Founder of NuSpark Marketing
Paul Mosenson, Founder of NuSpark Marketing For sales and business development people to find and nurture prospects through social media For marketing people to support the sales efforts by providing content,
More informationBest Practices. Social Media Listening and Engaging. Prepared by: TaylorMade Solutions
Best Practices Social Media Listening and Engaging Best Practices Social Media Listening & Engagement Listening and engagement is an important component of an overall digital media strategy. Proactive
More informationThe Real Questions about. Social Media Monitoring/Web Listening
The Real Questions about Social Media Monitoring/Web Listening Should this new marketing discipline be called social media monitoring or web listening? Or any of the other 10 terms identified in this paper?
More informationSocial Media Marketing
Social Media Marketing 2011 Hunter Public Relations. All Rights Reserved. Topics for Discussion Social Media Marketing Message points & Q&A for social networks Facebook best practices Facebook community
More informationDIGITAL MARKETING AN INTEGRATED APPROACH
DIGITAL MARKETING AN INTEGRATED APPROACH OCTOBER 2015 Theme Group 2015 themegroup.co.uk WHAT IS DIGITAL MARKETING? The key objective of digital marketing is to promote brands, build preferences and increase
More informationUSING SOCIAL MEDIA EFFECTIVELY TO MAKE
[Type text] 3/23/2012 HMI USING SOCIAL MEDIA EFFECTIVELY TO MAKE THE MOST OF YOUR FARM BUSINESS Contents What Is Inbound Marketing?... 2 Part I: Introduction to Inbound Marketing... 3 Part II: Get Found
More informationVoice. listen, understand and respond. enherent. wish, choice, or opinion. openly or formally expressed. May 2010. - Merriam Webster. www.enherent.
Voice wish, choice, or opinion openly or formally expressed - Merriam Webster listen, understand and respond May 2010 2010 Corp. All rights reserved. www..com Overwhelming Dialog Consumers are leading
More informationSocial Media Guidelines and Best Practices
Facebook Purpose This document is designed to provide guidance to Centers for Disease Control and Prevention employees and contractors on the process for planning and development, as well as best practices
More informationCreating a Digital Marketing Strategy
Superfast Business Wales For a digital strategy to deliver success there must be a consistent message in any and all activity. You have to maintain a brand message across a variety of channels so that
More informationIFF SOCIAL MEDIA GUIDE
IFF SOCIAL MEDIA GUIDE 2014 INTERNATIONAL Table of content Social Media in short:...2 Basic Social Media Guidelines...2 Social Media Use Policy in short...3 The Golden Rules of Social Marketing (Marketo)...4
More informationthe beginner s guide to SOCIAL MEDIA METRICS
the beginner s guide to SOCIAL MEDIA METRICS INTRO Social media can be an incredibly important business tool. Tracking the right social metrics around your industry, company, products, competition and
More informationWelcome to the Twin Cities Business Advisory Group s. Presentation #1 9/3/10
Welcome to the Twin Cities Business Advisory Group s Monthly Presentation. Presentation #1 9/3/10 Internet Marketing 1. Is harder than you think. 2. Will take longer than you think. 3. Requires more skill
More informationProfessional Diploma in Digital Marketing
Professional Diploma in Digital Marketing Agenda Day 1: Day 2: Day 3: Day 4: Day 5: to Digital Marketing Search Engine Optimisation Search Engine Marketing Email Marketing Digital Display Advertising Mobile
More informationBEST PRACTICES FOR SOCIAL CUSTOMER SERVICE. ebook
BEST PRACTICES FOR SOCIAL CUSTOMER SERVICE ebook ADOPTION OF SOCIAL CUSTOMER CARE JUMPS What Department Owns Social Media Engagement? The debate over which internal department owns social media continues
More informationAsk the Customer Experience Experts
1 Ask the Customer Experience Experts How the sum of all experiences impacts the bottom line How would you define customer experience? Is it the same as customer service? Does it refer to an interaction
More informationLEADING LADIES & THE SISTA CODE PROGRAM Week 6 Email campaigns with MailChimp and other programs
LEADING LADIES & THE SISTA CODE PROGRAM Week 6 Email campaigns with MailChimp and other programs Two weeks ago we looked at creating Tribes for a range of purposes, including the purpose of growing your
More information