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…

How to Recognise the Signs of Venting

It seems you can’t switch on commercial TV without seeing an advertisement discussing the signs of ageing. Stuff the signs of ageing! They’re written all over our face for everyone to see. I’m more interested in the ‘signs of venting’, which are more difficult to recognise and which can lead you into trouble. So, what…

My year in social media

2011 was a year of hits and misses, in terms of my personal use of social media. I stuck with platforms I love – Twitter and WordPress. I committed to new loves – Instagram and Miso. I maintained platforms I couldn’t do away with – Facebook and LinkedIn. I continued to use Foursquare, despite some ups…

Community management not for fainthearted

There’s an old saying that doctors bury their mistakes, lawyers gaol their mistakes and journalists publish theirs. Social media managers not only publish their mistakes – they have their mistakes raked over in real time for all to see. And if your ‘mistake’ hits the big time, you can expect opinion columns, analysis and derision…

The power of your own Page

I’ve managed a lot of Facebook Pages over the past few years. They’ve always been owned by my employer or my clients.  Occasionally they’ve been owned by a community group that I’ve been part of. As the Page manager, I was always careful to retain that Page’s brand voice, to protect its business interests, keep…

Who will remember the children?

There’s been a thought nagging me for some time. It relates to a forgotten audience in the Facebook privacy debate. When the community talks about Facebook, popular themes are often 1) our own privacy settings 2) how teenagers use Facebook and its impact 3) cyberbullying and its nasty side effects, etc. Facebook defenders point out…

A rockstar Foursquare deal

Finding a car park outside a popular shopping centre is a trying task. It’s dull, frustrating, wastes time and sometimes even leads to car accidents. What wouldn’t you give for your own dedicated rockstar car park, right outside the shopping centre’s entrance? Well, the management at Westfield West Lakes is now using Foursquare to help…

Journalists who tweet their own news

While Twitter can help the media to cover events, it can also enable journalists to share their own personal stories along the way. It’s one of the many things I love about social media. To illustrate this, I’m going to use the New York Times social media editor Lexi Mainland as an example. When Hurricane…