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 day more brands are creating a Facebook page. The newsfeed … Continue reading Aside from Facebook? Talk talk and talk!

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; the response from the business was lengthy, fluctuating between reasonable … Continue reading Take a breath: how to deal with customer complaints on social media

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, when social media is used to address customer queries, you … Continue reading How long should it take you to respond to a customer query?

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 doesn’t suit everyone. Millions of social media users are happy … Continue reading Two tips for personal branding + social media

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 venture onto social media channels. Those were the sparkly days … Continue reading 6 things I dig about Hootsuite

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, Cant & Management Jargon) and Death Sentence (The Decay of … Continue reading Dude! Where’s my plain language?

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 start watching Lateline, to grow all your own herbs, to … Continue reading New digital resolutions