Aside from Facebook? Talk talk and talk!

2014 will be a year of challenges for Facebook business pages. It had to happen eventually. The platform’s been available publicly since 2006. There are a billion users – almost 13 million in Australia.  Facebook page management is professionalised. There are multiple ways to learn more about Facebook from online courses to university lectures. Every…

Take a breath: how to deal with customer complaints on social media

No business owner likes customer complaints. But a public complaint on social media? That can have a larger impact – and it can feel so much worse. Yesterday I came across a story about a Sydney café owner and the colourful response to a complaint posted on the business’s Facebook page. The customer’s complaint was six words;…

How long should it take you to respond to a customer query?

Customer service is undoubtedly burgeoning via social media channels. It gives me a thrill to see the great levels of online help being provided on Twitter, Facebook and in other forums by banks, airlines, telecommunication companies and more. These organisations have lauded social media as an integral part of their customer service efforts. In fact,…

Two tips for personal branding + social media

I can’t believe I haven’t blogged on this before. I often get asked to speak about personal branding, I’ve given a few university lectures on the topic and also include it in my individual coaching sessions. So here goes …  For some of you, personal branding + social media may sound like bullsh*t. The concept…

6 things I dig about Hootsuite

This is a Social Media 101 post I can still recall the day I started using Hootsuite. It was late 2009 and I was working for the South Australian Tourism Commission. I was Digital Content Manager at that time, mainly charged with editing websitesand managing a database team. But I also had the opportunity to…

Dude! Where’s my plain language?

 There’s lots of reasons to like Don Watson. My main reason? He’s a great writer. He’s well known for being speechwriter to former Australian PM Paul Keating (and wrote a marvellous book on Keating called Confessions of a Bleeding Heart). He’s also the author of two books much-loved in my circles: Weasel Words (Contemporary Clichés,…

New digital resolutions

In the spirit of New Year’s resolutions, this post is all about “social media resolutions” – or what we can do to improve our digital experience in 2013. (So, to be clear. This post isn’t about resolving to see your parents more, to stop eating sugar, to tidy your room, stop reading Who magazine, to…

Socia media: It’s all in the approach

Why do you use social media? What do you want to gain from your social media platform? What’s the ROI? What can Facebook or Twitter or GooglePlus do to raise your profile? How can you use Instagram or Pinterest or Tumblr to get people to notice your brand and increase sales? These are some of…

Social media: the new Complaints Department

Once upon a time, companies entered the social media universe hoping to talk about their terrific products and to find thousands of new customers. They placed their shiny new social media channels in the hands of eager (and perhaps nervous) marketing and communications teams. And they started working on lots of happy content to share….

Everything is moderation

For a long time now, I’ve counselled clients to be responsible for what occurs in their online communities – their Facebook pages, LinkedIn Groups, Twitter accounts, YouTube channels and so on. When you use a social media platform to talk to your stakeholders, it’s part of your role to ensure it’s a respectful and pleasant…

Social media tools to track the competition

Let’s face it. Sometimes you want to know what your competition is up to. If you’re in businesses, chances are you’re not the only one in your field, and to keep growing and gaining customers, you might want to keep an eye on what your competition is doing. What new services are they offering? Have…

Social media’s part in your crisis comms plan

A lot of corporations have crisis communications plans. However many don’t yet incorporate social media platforms into their crisis planning. And that’s dangerous. First things first. What’s a crisis communications plan? It’s a plan that helps remind you of the steps to take during a crisis – which can include threats to life like a…