If you don't tell a child that the stove is hot/ouch, just smacking the heck out of them makes them remember the slap, not the hot. #sm131
I think most brand critique is only as valuable as the goal behind it: are you hoping to fix it or kill it? And if the latter, why? #sm131
I think most brand critique is only as valuable as the goal behind it: are you hoping to fix it or kill it? And if the latter, why? #sm131
If you don't tell a child that the stove is hot/ouch, just smacking the heck out of them makes them remember the slap, not the hot. #sm131
thanks for the great #sm129 chat, @vargasl! smahty! :)
@jasonbreed ask me how much I love call centers. :) #sm129
@KaryD anything is possible. :) But why not hire that person? Make them a part of your team? #sm129
true @jgombita -- and the PR analogy is apt. You need to own your messages and relationships, but streamline tasks. #sm129
@jasonbreed anything that touches a customer, you need to be good at. #sm129 :)
Great cmty managers own their roles / feel responsible for cmty (even when they get driven nuts) in a way that can't be outsourced. #sm129
Maybe outsourcing vs. internal mgmt is just like the qual/quant thing -- outsource some tasks and reporting, with oversight. #sm129
Outsourcing feels a bit too much like reducing it to tasks and systems -- and while there are MANY of those, it's a bigger story. #sm129
Outsourcing feels a bit too much like reducing it to tasks and systems -- and while there are MANY of those, it's a bigger story. #sm129
The only reason I say that is NOT because I think outsourcers do a bad job. I think it's a role/focus worth a hire or internal promo. #sm129
@vargasl I wouldn't, but I get why companies do it. I think it's a fix that doesn't quite fix. :) #sm129
And let's not forget that nonbiz entities have communities, too, and they have numbers, too. Donations. Inquiries. Event attendance. #sm129
Or the word that rings in my ears, thanks to a few @webby2001 reads: context context context context #sm129
RT @vargasl: @dgcattaneo @appleboxstudios Maybe not so much define, but obtain a "question" and then observe/calibrate. Love @webby2001 view #sm129
That's the thing -- some part of you has to care about numbers, but the numbers can't tell the whole story. What AND why. #sm129
I tend towards qual: mood/tone/responsiveness are meaningful to me. But if my community never grows past 10 people, am I successful? #sm129
@AppleBoxStudios that's just it. It can't be anything except a mix, or you're not dealing with humans. :) #sm129
A2: I think qual gives context to quant, and vice versa. You can't say that one or the other defines your success. #sm129
@Ken_Rosen the kind of metrics you'd spreadsheet vs. improved sentiment. #sm129
@Ken_Rosen or the sheer amount of community members vs. the amount that are actively engaged. #sm129
@Ken_Rosen Sure -- a "like" vs. solving a customer issue/creating public documentation that heads off another CS call. #sm129
Your metrics can be different at different times, too. In the midst of a campaign, a crisis, a launch... #sm129
Your metrics can be different at different times, too. In the midst of a campaign, a crisis, a launch... #sm129
I love the movement in cmty management circles to focus on best practices over ironclad "this means we win" kind of metrics. #sm129
@vargasl love that -- very clear, very mindful, very focused. #sm129
RT @vargasl: @megfowler Right...diff parts of a story. I tend to segment into 4 pillars: Brand Engmt, Industry Engmt, Internal Comm; Content #sm129
@AppleBoxStudios well, that's the eventual goal of any business -- to profit. :) but there are a lot of factors inside of that. #sm129
In the communities I've managed, metrics have ranged from qualified leads to the promulgation of correct info about an issue. #sm129
In the communities I've managed, metrics have ranged from qualified leads to the promulgation of correct info about an issue. #sm129
Obsessing about "likes", RTs or some other channel-created metric certainly isn't the whole story... but it's part of it. #sm129
A1: A nonprofit might see it as donations or buzz for a campaign. A business might prefer sales conversions or CS problems waning. #sm129
A1: Depends on the cmty & depends on your goals. Could be freq./depth of convos, could be actions, could be change in sentiment. #sm129
tuning in to chat it up with @vargasl on cmty metrics! #sm129
A2: every person is followed for a unique reason, but there's no strategy. If I were a CPG/service, I'd follow any & all nonbots. #SM128
A2: every person is followed for a unique reason, but there's no strategy. If I were a CPG/service, I'd follow any & all nonbots. #SM128
RT @Marc_Meyer: Publishing, journalism, web 2.0, social, they've all collided-let's tweetchat about it w/@jeffculter @ noon #sm127 #socialmedia
RT @Marc_Meyer: Publishing, journalism, web 2.0, social, they've all collided-let's tweetchat about it w/@jeffculter @ noon #sm127 #socialmedia
@TobyDiva fantastic job -- love the topic. #sm125
There's no one way to turn your org onto content production. But patience, respect, and listening internally matter. #sm125
@BarryBirkett GOOD! :) #sm125
Another way to start getting others involved is to "interview" them. Ask same 3 Q's of 5 people in your company, turn into posts. #sm125
@OrchMail I would hope it's not the same! It's yours -- and there are people who want yours. #sm125
And use words like "responsive" and "attentive" over "engagement". Don't buzzword your own company. #sm125
@jbondre we all need editors. Editors are awesome. Editors hug content and give it confidence to break out. :) #sm125
The "authentic voice" of certain departments might be stressed out/pissed off. So maybe stop saying "authentic" or "transparent". :) #sm125
When you request content from teams that aren't used to it, tell them why you value what they share... without tapping your foot. :) #sm125
A3: Content is about patience and consistency. Not an overnight victory, and not "quickie success". There is no switch to flip. #sm125
But don't put content feeds on the front page of your site unless you update them. It won't pressure you into updating, trust me. :) #sm125
But don't put content feeds on the front page of your site unless you update them. It won't pressure you into updating, trust me. :) #sm125
@AppleBoxStudios so don't have a standard website. ;) No, I do understand that. It takes thought and placement to add value. #sm125
@AppleBoxStudios so don't have a standard website. ;) No, I do understand that. It takes thought and placement to add value. #sm125
A3: Content needs to come to the forefront of our websites, not be abandoned to our blogs. #sm125
@livepath sounds like a great way to break them in. :) Every org has a different way of getting to a good place. Lucky to have you! #sm125
Made internal wiki for a client with three headings: needs (core info), wants (thinking/ideas), links (stuff to point at). Ideaboard. #sm125
Made internal wiki for a client with three headings: needs (core info), wants (thinking/ideas), links (stuff to point at). Ideaboard. #sm125
And if people don't want to create content, get them to be your "repurposers" -- the ones who cross link to platforms. #sm125
I tell all my clients to shoot for 100% of their ed calendar... and celebrate when you do 50%. :) #sm125
@livepath the logjam is really tough. But slow and steady.... :) #sm125
@livepath once they realized they could share photos, video, quick takes, links to stuff they were looking at with a bit of copy... #sm125
@livepath ohhh yes. :) What helped with an org I just did an Ed. calendar for was expanding the "content type" def. #sm125
@OrchMail that's when you realize that your have different audiences -- you might be the right voice to grab someone out there. #sm125
A2: On our @Sametz blog in the last few days, we've included posts from a designer, a developer, and a strategist. Different voices. #sm125
A2: more and more companies are also realizing that cross-departmental content is more valuable than eternal marketing voice. :) #sm125
A2: Content development is shifting from "establishing a presence" to establishing value. You're at the bar. Now meet someone! #sm125
@Ken_Rosen @sethgoldstein a schedule ensures balanced content types, flow, and focus. Crucial for both value and SEO. #sm125
If you work sharing content from others into your ed. calendar, you can monitor the balance easily. #sm125
@Ken_Rosen @sethgoldstein a schedule ensures balanced content types, flow, and focus. Crucial for both value and SEO. #sm125
@OrchMail we share lots of stuff other people write on Twitter, etc. & point from blog. But it's no substitute for your own voice. #sm125
If you work sharing content from others into your ed. calendar, you can monitor the balance easily. #sm125
@OrchMail we share lots of stuff other people write on Twitter, etc. & point from blog. But it's no substitute for your own voice. #sm125
And for the record, I think paper.li is a scourge upon the internet. :) #sm125
And if you're never producing anything original, others can't curate YOUR content for their audiences. No capacity to spread. #sm125
Do both. Both is great. But all the curation in the world doesn't establish your authority / provide value without orig. content. #sm125
I'm much more interested in company voice and thinking than I am in what companies read and recommend -- but there can be a balance. #sm125
There's an overfocus on curation and repurposing as of late -- turning us into lazy producers. #sm125
@ariherzog @TomMartin why would that be my only way to make money? #sm115
@tamadear which means you need to be all the more confident that the tiles you place are in the right places. :) #sm115
How would you manage your store differently if someone was standing outside telling people that you were a huckster? Hello, social. #sm115
A3: Brand was always in the hearts/minds of customers (and non custs), but now they can layer their take onto your communications. #sm115
A3: I think it makes some things easier (storytelling) and some things tougher (many more voices telling the story.) #sm115
@markkrupinski that's my point. :) think of those things when you bring clients on. #sm115
Do the brands create a credibility conflict? Can you capably handle all the demands? Are there competition issues? #sm115
Maybe there are 3 C's to look at in deciding what brands a team can manage: credibility / competition / capability? #sm115
@webby2001 Very true -- was speaking less of the conglomerate than the individual value prop. Excellent point! #sm115
I think I'd have a hard time serving on a brand team that worked with Pepsi AND Coke. But Pepsi and Izze Sodas? Yep! #sm115
I think I'd have a hard time serving on a brand team that worked with Pepsi AND Coke. But Pepsi and Izze Sodas? Yep! #sm115
My ability to love a particular kind of soap doesn't take time away from talking about my favorite sunglasses. :) #sm115
We all have the capacity to use and like and talk about multiple brands personally. I can yammer about Sephora OR Illy OR Havaianas. #sm115
A2: I think you can, if they're given the time to understand what each one is about and time to convey that accurately. #sm115
I can write copy for a brand from the outside, but I can't represent a brand from the outside. #sm115
I think you have to be a customer to be an advocate for a brand. You can't push out what isn't a part of you. #sm115
I think you have to be a customer to be an advocate for a brand. You can't push out what isn't a part of you. #sm115
@webby2001 oh, but I diiid. :) #sm115
@eliingraham @johnfrost I think it depends on you, and depends on the brand. Helps for me to be active as ME, as much as for brands. #sm115
But you can't go Kardashian on things, as though you're adding your derriere to their product promise. :) #sm115
But that also helps make those brands successful -- your halo and endorsement across all of them as brands. #sm115
The challenge is when you're personally identified with multiple brands -- maintaining YOU in the midst of THEM. :) #sm115
A1: Can be tempting to automate & skip telling unique stories when you're juggling communications. But your constituents need unique! #sm115
A1: Can be tempting to automate & skip telling unique stories when you're juggling communications. But your constituents need unique! #sm115
A1: The biggest challenge / opportunity is to make sure I give each brand a unique voice online -- that's what each one deserves! #sm115
I manage / help out with quite a few brands online. :) #sm115 -- personal, corporate, nonprofit, etc :)
Are y'all tuning in to chat with @tamadear for #sm115? Managing multiple brands in social is the topic and YOU NEED HER HELP. ;)
Influence != viral. Influenza = viral. #sm111
RT @techguerilla: @JoeKikta I would argue they are completely objective, but we use them as relative measures subjectively #sm111
Anything that uses a K to spell a C-word is a sign of the end times. Save for Krispy Kremes, which will influence my end times. #sm111
RT @techguerilla: @JoeKikta I would argue they are completely objective, but we use them as relative measures subjectively #sm111
Anything that uses a K to spell a C-word is a sign of the end times. Save for Krispy Kremes, which will influence my end times. #sm111
Any influence measuring algorithm that improves your score when you engage with its creator is fairly flawed. #sm111
Any influence measuring algorithm that improves your score when you engage with its creator is fairly flawed. #sm111
A2: I find all the "influence" tools curious because of their different warps but insightful? Nahhhh. #sm111
I'll tell you what's REALLY awkward to define: maladroit. :) #sm111
I'll tell you what's REALLY awkward to define: maladroit. :) #sm111
@techguerilla I phrased that badly. :) I mean that we're warping the definition. :) #sm111 (reach vs. impact?)
@techguerilla I phrased that badly. :) I mean that we're warping the definition. :) #sm111 (reach vs. impact?)
Contextual recommendations from someone we're connected to slip past our advertising walls more easily. #sm111
@techguerilla I phrased that badly. :) I mean that we're warping the definition. :) #sm111 (reach vs. impact?)
But reach is an awkward thing to define. I can give you a megaphone, but who knows if you'd just make noise, or get heard. :) #sm111
Contextual recommendations from someone we're connected to slip past our advertising walls more easily. #sm111
A1: That's not to say that numbers don't play a role in reach, but guarantees they are not. :) #sm111
A1: That's not to say that numbers don't play a role in reach, but guarantees they are not. :) #sm111
But reach is an awkward thing to define. I can give you a megaphone, but who knows if you'd just make noise, or get heard. :) #sm111
But reach is an awkward thing to define. I can give you a megaphone, but who knows if you'd just make noise, or get heard. :) #sm111
A1: That's not to say that numbers don't play a role in reach, but guarantees they are not. :) #sm111
Influence is less about numbers than relationships, context, strength and relevance of recommendation, and consistency. #sm111
Influence is less about numbers than relationships, context, strength and relevance of recommendation, and consistency. #sm111
A1: Someone with 50 followers could have greater influence, depending on context and relationships. #sm111
A1: Someone with 50 followers could have greater influence, depending on context and relationships. #sm111
Influence is less about numbers than relationships, context, strength and relevance of recommendation, and consistency. #sm111
A1: Someone with 50 followers could have greater influence, depending on context and relationships. #sm111
@techguerilla hold on tight, kiddo! :) #sm111
@techguerilla hold on tight, kiddo! :) #sm111
Also, you can feel free to play this after today's #sm110 chat, everyone: http://soundfxnow.com/sound-fx/the-more-you-know/
A3: As a blogger who had my "about me" page poached word for word a few times, I don't want attrib, I want you to NOT BE CREEPY. :) #sm110
@RedheadWriting I don't necessarily think of blogs the same way I do of Twitter, etc. BECAUSE I'M ARBITRARY! BWAHAHA! #sm110
A3: Excerpts should be linked and be attributed. Photos with permission or according to their licensing wishes, plus link & attrib. #sm110
A3: Excerpts should be linked and be attributed. Photos with permission or according to their licensing wishes, plus link & attrib. #sm110
@RedheadWriting I am, too, but the arbitrary notion/requirement of "conversation" in social media is a bit... squishy at times. #sm110
@RedheadWriting seems like a lot of arbitrary definitions. :) #sm110
@RedheadWriting do you feel the same way about reporters and print authors? Or does doing it online change everything? #sm110
@RedheadWriting @Marc_Meyer isn't a blog just a chronological mode of publishing? #sm110
A2: I think it is. Comments and discussion are conventional (desirable?), but required? Hmm. #sm110
A2: Really depends on the purpose of the blog. We like "engagement" and "conversation" but the rules aren't set in stone. #sm110
@RedheadWriting so writing online comes with a baked-in expectation of interaction that doesn't exist elsewhere? #sm110
@RedheadWriting @Marc_Meyer isn't a blog just a chronological mode of publishing? #sm110
A2: I think it is. Comments and discussion are conventional (desirable?), but required? Hmm. #sm110
A2: Really depends on the purpose of the blog. We like "engagement" and "conversation" but the rules aren't set in stone. #sm110
@RedheadWriting so writing online comes with a baked-in expectation of interaction that doesn't exist elsewhere? #sm110
A2: I think it is. Comments and discussion are conventional (desirable?), but required? Hmm. #sm110
A2: Really depends on the purpose of the blog. We like "engagement" and "conversation" but the rules aren't set in stone. #sm110
A2: Really depends on the purpose of the blog. We like "engagement" and "conversation" but the rules aren't set in stone. #sm110
A2: I think it is. Comments and discussion are conventional (desirable?), but required? Hmm. #sm110
A2: I think it is. Comments and discussion are conventional (desirable?), but required? Hmm. #sm110
A2: Really depends on the purpose of the blog. We like "engagement" and "conversation" but the rules aren't set in stone. #sm110
A2: I think it is. Comments and discussion are conventional (desirable?), but required? Hmm. #sm110
A2: I think it is. Comments and discussion are conventional (desirable?), but required? Hmm. #sm110
The proof of malice is key in establishing libel with public figures. #sm110
@RedheadWriting means you give up some of your rights to call foul. :) #sm110
The democratization of publishing != the democratization of quality. #sm110
A1: Regulatory bodies have long tentacles, and digital publishers need to realize they're subject to scrutiny. #sm110
A1: Seems like respect for/response to audience hinges on the nature of info. Perez commenters vs. Gov 2.0 commenters? :) #sm110
A1: Balancing hunger of audience for information, respect for your subjects, and weight of your own integrity -- tough calls galore. #sm110
A1: I find that an obsession with SEO tends to produce a fair amount of sketchy content that Google loves and people zzzzz. #sm110
The democratization of publishing != the democratization of quality. #sm110
A1: And maybe this makes me a jackass, but you can tell if people get hired to write vs. are writing to promote their biz. #sm110
@RedheadWriting means you give up some of your rights to call foul. :) #sm110
A1: And maybe this makes me a jackass, but you can tell if people get hired to write vs. are writing to promote their biz. #sm110
The democratization of publishing != the democratization of quality. #sm110
@RedheadWriting means you give up some of your rights to call foul. :) #sm110
A1: Regulatory bodies have long tentacles, and digital publishers need to realize they're subject to scrutiny. #sm110
A1: Seems like respect for/response to audience hinges on the nature of info. Perez commenters vs. Gov 2.0 commenters? :) #sm110
A1: Balancing hunger of audience for information, respect for your subjects, and weight of your own integrity -- tough calls galore. #sm110
A1: I find that an obsession with SEO tends to produce a fair amount of sketchy content that Google loves and people zzzzz. #sm110
A1: And maybe this makes me a jackass, but you can tell if people get hired to write vs. are writing to promote their biz. #sm110
The democratization of publishing != the democratization of quality. #sm110
A1: Balancing hunger of audience for information, respect for your subjects, and weight of your own integrity -- tough calls galore. #sm110
A1: I find that an obsession with SEO tends to produce a fair amount of sketchy content that Google loves and people zzzzz. #sm110
A1: Celebrities go after the National Enquirer for bullshit stories, but real expectation of integrity is low. NY Times, however... #sm110
A1: Regulatory bodies have long tentacles, and digital publishers need to realize they're subject to scrutiny. #sm110
A1: Seems like respect for/response to audience hinges on the nature of info. Perez commenters vs. Gov 2.0 commenters? :) #sm110
A1: Balancing hunger of audience for information, respect for your subjects, and weight of your own integrity -- tough calls galore. #sm110
A1: Celebrities go after the National Enquirer for bullshit stories, but real expectation of integrity is low. NY Times, however... #sm110
A1: Seems like respect for/response to audience hinges on the nature of info. Perez commenters vs. Gov 2.0 commenters? :) #sm110
A1: Regulatory bodies have long tentacles, and digital publishers need to realize they're subject to scrutiny. #sm110
A1: Balancing hunger of audience for information, respect for your subjects, and weight of your own integrity -- tough calls galore. #sm110
A1: Celebrities go after the National Enquirer for bullshit stories, but real expectation of integrity is low. NY Times, however... #sm110
A1: Regulatory bodies have long tentacles, and digital publishers need to realize they're subject to scrutiny. #sm110
A1: Seems like respect for/response to audience hinges on the nature of info. Perez commenters vs. Gov 2.0 commenters? :) #sm110
A1: A gossip blog/site has a different measure/expectation of responsibility than a government technology blog. #sm110
A1: Celebrities go after the National Enquirer for bullshit stories, but real expectation of integrity is low. NY Times, however... #sm110
A1: Regulatory bodies have long tentacles, and digital publishers need to realize they're subject to scrutiny. #sm110
A1: A gossip blog/site has a different measure/expectation of responsibility than a government technology blog. #sm110
A1: Celebrities go after the National Enquirer for bullshit stories, but real expectation of integrity is low. NY Times, however... #sm110
A1: A gossip blog/site has a different measure/expectation of responsibility than a government technology blog. #sm110
A1: A gossip blog/site has a different measure/expectation of responsibility than a government technology blog. #sm110
@RedheadWriting A1: I think it depends on the nature of the publisher and the nature of the information they're publishing. #sm110
@RedheadWriting A1: I think it depends on the nature of the publisher and the nature of the information they're publishing. #sm110
Good afternoon & good luck! (paraphrasing Murrow) #sm109
And thanks so much to @jasonbreed & @Marc_Meyer for letting me join y'all again. That was a great discussion. :) #sm109
Okay, folks -- our hour is almost up! Thanks so much to everyone who came out and shared their perspectives and experience! #sm109
RT @danperezfilms: @jasonbreed I'll buy that. Ultimately "over delivery" is an end result that shouldn't matter to the cust how it arrived, yes? :) #sm109
Of course, this is the point that my Seesmic Desktop breaks each time I do these... :) #sm109
Of course, this is the point that my Seesmic Desktop breaks each time I do these... :) #sm109
RT @jennalyns: @megfowler Don't be afraid to say your answer aloud, or get feedback from others before hitting send. #sm109
RT @Marc_Meyer: @megfowler Make sure you use a solid trusted platform for response and delivery #custserv #sm109
RT @StacyJJBuchanan: @JohnFrost Biggest lesson learned? DO NOT let someone who is not passionate about social media, manage your social media feeds. :b #sm109
If a company looking to take their #custserv online asked you for ONE piece of advice in getting started, what would it be? #sm109
RT @mpace101: @megfowler dont forget so much of inbound social is positive, who need your attention even more. Its not all bad & squeaky #sm109
@jennalyns and especially with the tangle of being a regulated environment! #sm109
RT @jennalyns: @megfowler Improved potential customers' impressions. If they see you publicly solve problem, increases trust. Not easy in finance! #sm109
RT @samraatkakkar: @megfowler there is strong inertia to move from traditional response management process to the new ones that assist in the soc med #sm109
Does social just put a bit more squeak in the customer service wheel, or has it changed everything for you? #sm109
Does social just put a bit more squeak in the customer service wheel, or has it changed everything for you? #sm109
Did you find that your overall customer service improved when you took it social? #sm109
@mpace101 someday I do, for sure. :) #sm109 (you guys listening, @jasonbreed @Marc_Meyer? :)
RT @JohnFrost: A3: Simple - everyone at the company must be focused on providing an excellent product and superior customer experience. #sm109
@mpace101 someday I do, for sure. :) #sm109 (you guys listening, @jasonbreed @Marc_Meyer? :)
RT @AnthonyOFlynn: A3: Respond to customers in real time through social media and use platforms to analyse your customer's opinions and thoughts #sm109
RT @jasonbreed: Q3: certainly have to be digitally competent and have to overdeliver on what you thought overdelivering was yesterday #sm109
@mpace101 saw that. What a dork. #sm109
Or if you've helped a company set up social customer service channels, what did you do? How did you train? #sm109
Or if you've helped a company set up social customer service channels, what did you do? How did you train? #sm109
When you launched a customer service venue on social networks, how did your customer service processes change? #sm109
Okay, folks! Last one! Q3: How can companies shift to respond to the new reality of customer satisfaction? #sm109
RT @JohnFrost: RT @samraatkakkar: not necessary to check the influencer score, customer has an issue and should be resolved #sm109
RT @mpace101: I wondering it any other #custserv org. are creating & curating for SoMe too? Makes custserv proactive #sm109
We're moving on to our last question in a couple minutes. #sm109
RT @dougridley: Many different ways to find and treat your best cust the best. I think SM is one of those areas. #sm109
@LizPW how did you come up with the "rules"? #sm109
We're moving on to our last question in a couple minutes. #sm109
RT @dougridley: Many different ways to find and treat your best cust the best. I think SM is one of those areas. #sm109
@LizPW how did you come up with the "rules"? #sm109
RT @mpace101: I wondering it any other #custserv org. are creating & curating for SoMe too? Makes custserv proactive #sm109
@NealWiser great point about being responsive over reactionary. #sm109
@lindsaybaish @jennalyns she so is! :) #sm109
It's no mistake that the word "Klout" is mostly "lout". #sm109
Do you feel like "influencers" get more blood sweat & tears out of customer service folks? #sm109
RT @jasonbreed: Is every cust treated same or only socially influencal ones? #sm109
Do you feel like "influencers" get more blood sweat & tears out of customer service folks? #sm109
very true, @StacyJJBuchanan. It shows a lot of faith in customers, as well as in your business. #sm109
great point, @jennalyns! SM #custserv empowers customers to help one another, too! #sm109
RT @jennalyns: @megfowler In the end, I want my community to help each other, not always rely on me to jump in. Have to give them time to do that. #sm109
great point, @jennalyns! SM #custserv empowers customers to help one another, too! #sm109
Do you post "community rules" for posting in your social #custserv channels? #sm109
What if a customer won't take it offline? #sm109
@jennalyns great point about waiting -- we want to react right away, but sometimes we need to listen a bit more. :) #sm109
RT @jennalyns: @megfowler In the end, I want my community to help each other, not always rely on me to jump in. Have to give them time to do that. #sm109
RT @jennalyns: @megfowler I wouldn't say ignore, but there's a lot of power in company waiting and watching before immediately reacting. #sm109
What if a customer won't take it offline? #sm109
@jennalyns great point about waiting -- we want to react right away, but sometimes we need to listen a bit more. :) #sm109
RT @danperezfilms: @megfowler Or you get to show everyone how inept your #custserv is - a risky move. Worth it? There's the rub... #sm109
@lindsaybaish so the community clearly understood your frustrated opponent was getting out ofhand? #sm109
RT @jennalyns: @megfowler I wouldn't say ignore, but there's a lot of power in company waiting and watching before immediately reacting. #sm109
If an angry customer is posting on your moderated page, at what point do you start moderating them? If at all? #sm109
RT @NealWiser: @megfowler The customer isn't always right, but you MUST listen to and respect them. #sm109
How do you deal with "trolls" in customer service, then? Can you ignore them? Do others see them how you see them? #sm109
RT @NealWiser: @megfowler The customer isn't always right, but you MUST listen to and respect them. #sm109
How do you deal with "trolls" in customer service, then? Can you ignore them? Do others see them how you see them? #sm109
Have you ever completely lost your noodle with a customer online? How did you make it right? #sm109
RT @StacyJJBuchanan: Right or wrong, the customer is going to use social media. It's the organizations job to be there and moderate. #sm109
Great comments, everyone. :) #sm109 Who here actively works on #custserv with their organization?
Have you ever completely lost your noodle with a customer online? How did you make it right? #sm109
@mpace101 but feelings can be real and still be completely irrational, right? How far do you empathize? #sm109
@samraatkakkar that's likely always been the case. :) They just never had a platform to spread their take quite so far. :) #sm109
Great comments, everyone. :) #sm109 Who here actively works on #custserv with their organization?
@samraatkakkar that's likely always been the case. :) They just never had a platform to spread their take quite so far. :) #sm109
Let's move on to our next question now. Q2: Is the customer always right in social media? #sm109
@djwaldow right -- but in all honesty, I've seen otherwise normal people act like that when they don't get satisfaction. :) #sm109
Let's move on to our next question now. Q2: Is the customer always right in social media? #sm109
We're going to move on to our next question in a couple minutes. #sm109 Great responses & discussion, everyone!
@djwaldow right -- but in all honesty, I've seen otherwise normal people act like that when they don't get satisfaction. :) #sm109
@danperezfilms The difference is we all get to see what it looks like, instead of just your #custserv team. :) #sm109
.@J_Fuji I've seen my otherwise sane friends go BANANAS at brands online. But it doesn't fit the rest of their actions online. #sm109
@neicolec @mpace101 interesting take! #sm109
.@J_Fuji I've seen my otherwise sane friends go BANANAS at brands online. But it doesn't fit the rest of their actions online. #sm109
RT @ken_rosen: @Marc_Meyer Sorry ;), (2/2) 1 person *not buying*may not chg behavior. But 1 person on Youtube might #sm109
@neicolec @mpace101 interesting take! #sm109
.@djwaldow but, but, but -- when does a frustrated person become a troll? :) #sm109
If you've implemented SM #custserv, did you get resistance from your CS team? Were they nervous about it? #sm109
If you've implemented SM #custserv, did you get resistance from your CS team? Were they nervous about it? #sm109
.@mpace101 true enough -- but if something gets out of hand, PR is handed the plate. :) #sm109
@NealWiser why do you think it's confusing for them? #sm109
How do you feel about one noisy irritated customer outshouting your evangelists? Do you want to squelch or satisfy? #sm109
@AppleBoxStudios agreed -- a lot of catch up work being done instead of service as it happens. #sm109
RT @J_Fuji: Is there any way to measure trust out there yet? If so I'd probably put my money on that. #sm109
Do you find there's panic in the C-suite about pushing #custserv to public channels? In your PR dept? #sm109
RT @herskos: A1 more complex than a single satisfaction rating/score. Need to also monitor brand & do sentiment analysis. Also depends on prod. #sm109
RT @J_Fuji: Is there any way to measure trust out there yet? If so I'd probably put my money on that. #sm109
RT @JohnFrost: A1: We haven't downgraded our metrics at all, in fact, we measure more frequently to catch social media inspired shifts #sm109
RT @mpace101: Should not change based on channel, its still same customer regardless of phone, chat or social - C-Sat absolute bar #sm109
RT @herskos: A1 more complex than a single satisfaction rating/score. Need to also monitor brand & do sentiment analysis. Also depends on prod. #sm109
What does customer satisfaction over SM channels look like?#sm109
Replace "customer satisfaction score" with whatever metric you use to measure resolved complaints / issues. #sm109
What does customer satisfaction over SM channels look like?#sm109
.@mpace101 tell us why not. #sm109
Replace "customer satisfaction score" with whatever metric you use to measure resolved complaints / issues. #sm109
.@JohnFrost Whatever your metric might be -- have you downgraded it because of SM? #sm109
Have you changed your expectations for how much you can satisfy people? #sm109
Used to be that 93-95% of folks were the goal to satisfy through your service channels. But now one angry post can derail you! #sm109
Our first Q: What is a good customer satisfaction score today -- and why have/haven't our goals changed? #sm109
Customer service over social networks can be challenging. Where customers once contacted you with issues, they now tell the world! #sm109
If you haven't been to a #chat before, here's how it works. Every 20 minutes, I'll post a question. Share your thoughts, and tag them #sm109
Our topic today is "Changing the Customer Satisfaction Approach with Social Media" for #sm109. A HUGE topic for those in #custserv.
Okay, folks, let's get this #sm109 underway! Thanks to everyone joining us for taking part! Make sure you follow the # to get all comments.
Erm, that's http://hashtagsocialmedia.com Because, you know, I never type URLs. :) #sm109
You can also follow #sm109 over at http://hashtagsocialmedia! We're talking about Changing the Customer Satisfaction Approach with SocMed!
Less than 5 minutes to #sm109! Open up a search of the hashtag on your client of choice to catch all the great comments.
Less than ten minutes until we explore: "Changing the Customer Satisfaction Approach with Social Media" on the hashtag #sm109. Join us!
Community managers! Customer service denizens! People in the trenches! Stop by #sm109 at 12 ET and share your pain. :)
About 35 minutes until we dig in on #sm109 -- are you tuning in? You can follow the action at http://hashtagsocialmedia.com!
RT @Marc_Meyer: One hour until todays #socialmedia tweetchat w/ @megfowler topic? Changing the Customer Satisfaction Approach w/ SM #sm109
Hey #custserv kids, you best be joining us on the #socialmedia chat today at 12 EST -- follow #sm109. We're talking about your biz! :)
Hey #custserv kids, you best be joining us on the #socialmedia chat today at 12 EST -- follow #sm109. We're talking about your biz! :)
Are you joining me for #socialmedia chat at 12 ET today? We're discussing how customer service expectations are evolving in social. #sm109
Hey kids! Join me at 12 pm ET for a #socialmedia chat on how social is changing the approach to customer satisfaction. Follow #sm109!
RT @Marc_Meyer: Hey hey, today's #socialmedia tweetchat host is one of my faves-@megfowler #sm109 Be there at 12 noon EST
RT @Marc_Meyer: Hey hey, today's #socialmedia tweetchat host is one of my faves-@megfowler #sm109 Be there at 12 noon EST
I'm out! Thanks, kids! Great job, @jaybaer! #sm107
As a final thought: research is a gift & something meant to be eaten whole, not in bites. Contextualize, analyze, plan, THEN act. #sm107
Also, budget your time according to how many of your customers are using whatever platforms. Don't give 75% to what 10% use. #sm107
Your customers may not give a rat's behind about social & that's okay. It may also change. Marketing plans are meant to be temporary. #sm107
Honestly, we try to be super sneaky about figuring out what our customers want, but go to the source! :) #sm107
Honestly, we try to be super sneaky about figuring out what our customers want, but go to the source! :) #sm107
@CubeFugitive what does that mean? 20 minutes is 20 minutes. You take what you have and make the most of it. #sm107
A3: You ask your customers for email preferences. Why not ask for social preferences. "Where can we serve you better?" #sm107
A3: Search/Alerts. Monitoring/listening services. Customer surveys. Tracking link response fr. site/emails. Or, you know, ASK. #sm107
A3: You ask your customers for email preferences. Why not ask for social preferences. "Where can we serve you better?" #sm107
And I'd love to see a survey of most of your customers letting you know how terribly important your high Klout score is to them. #sm107
.@CubeFugitive things may change -- that's where research comes in. But you don't rake the sidewalk in hopes grass will grow. :) #sm107
@CubeFugitive if you have 20 minutes a day for marketing, you'll want to spend that where you'll see the most response. #sm107
@bristolharbor it has to do with what you think your shot will accomplish, not putting the gun down. :) #sm107
But quoting statistics and data without the full weight of context to justify doing / not doing is the road to inefficacy. #sm107
@bristolharbor it has to do with what you think your shot will accomplish, not putting the gun down. :) #sm107
But quoting statistics and data without the full weight of context to justify doing / not doing is the road to inefficacy. #sm107
But quoting statistics and data without the full weight of context to justify doing / not doing is the road to inefficacy. #sm107
The reality is, there is no silver bullet. You have to go where your market is. Which could make the 8% very targeted, or irrelevant. #sm107
A2: And if you intend to push out messages and not monitor responses or industry conversations, you're wasting time. #sm107
A2: And if you intend to push out messages and not monitor responses or industry conversations, you're wasting time. #sm107
@jaybaer I can! :) I think tweeting once a month isn't a "presence". If that's the time you've got, don't spend it there. #sm107
@jaybaer I can! :) I think tweeting once a month isn't a "presence". If that's the time you've got, don't spend it there. #sm107
A2: when they don't have evidence of market presence, when they don't have a plan, and when they don't intend consistency. #sm107
@jaybaer @MaryAnnHalford in that case, it would matter so they would know the field and do solid research to put/not put you there. #sm107
@MaryAnnHalford @jaybaer I think the better question is, who hires a SM consultant who prescribes one size fits all SM plans? #sm107
@jaybaer @MaryAnnHalford in that case, it would matter so they would know the field and do solid research to put/not put you there. #sm107
The places you "need" to be are the places you've seen a presence, seen response, and can measure in whatever sense is key to you. #sm107
@MaryAnnHalford @jaybaer I think the better question is, who hires a SM consultant who prescribes one size fits all SM plans? #sm107
@TCoughlin I wouldn't say overrated either (I think too much can be read into that word), but that's what @jaybaer said. :) #sm107
And I'm not talking about the Edison research -- I trust @webby2001 implicitly. I'm talking about taking 1 figure and running w/ it. #sm107
And I'm not talking about the Edison research -- I trust @webby2001 implicitly. I'm talking about taking 1 figure and running w/ it. #sm107
But statistics on usage across 330 M.+ people doesn't take into account what sectors they're in, how they use, etc. Only a start. #sm107
that goes for Twitter, Facebook, LinkedIn... even email. Heck, phone sales. If you don't do due diligence, nothing works. #sm107
ANY tool is overrated if you a) don't have a plan b) don't have a purpose c) haven't researched market presence there. #sm107
@ctodddavis thanks so much! #sm105
As an aside, I think running a camp for kids aged 7 - 18 (with staff of 100 + & days that lasted 16 hours) helps me understand SM. :) #sm105
@frankrebecca thank YOU for your great thoughts! #sm105
Hey #sm105 folks! This is what inspired me: What Kind of Experience Does a Strategist Need? http://t.co/83Av0jv via @gradontripp
Thanks to @JasonBreed and @Marc_Meyer for letting me hang with all of you today. #sm105
RT @JohnFrost: Anybody out there lurking looking for a job in Social Media? What did you learn? #sm105 (GREAT Q!)
Thank you all so much for being such thoughtful, active contributors! Totally appreciate your wisdom and thoughts. #sm105
TONS of great thoughts and answers today, guys. Check out http://hashtagsocialmedia.com/live to see the whole firehose in one place. #sm105
@bianalog not sure about that -- we do it with kids. :) #sm105
If I'm looking to fill a social media role, I'm looking for public-facing experience, communications responsibility. #sm105
@Marc_Meyer you asked as I was answering! *kismet* #sm105
... gracious communication, clarity, a strategic perspective & a wealth of common sense can't hurt. :) #sm105
For me, there's no ideal career path that makes you an effective social media communicator, BUT... #sm105
RT @bianalog: @megfowler There is absolutely no standard or ideal background for this career, in my opinion. #sm105
Do you think celebs from other media are in a better position here? With a built-in following & understanding of public eye? #sm105
RT @bianalog: @megfowler There is absolutely no standard or ideal background for this career, in my opinion. #sm105
RT @Marc_Meyer: Often the biggest deepest question left out of the social media equation is the "Why", with a measurement component. #sm105
Is there such a thing as an ideal social media resume? Or does it depend on industry / size of company / initiative goal? #sm105
Personally, you hand me any communication tool (microphone, Twitter, Etch-a-Sketch) and I'm off and running. Natural bent? #sm105
RT @frankrebecca: +1 RT @J_Fuji: That being said, success in social media is undoubtedly tied to your ability to adapt and manage change. #sm105
Excellent Q, @douglaslmiller. What experience should students be trying to get if a social media role is on their goal path? #sm105
RT @douglasLmiller: What sorts of experience should students doing internships right now try to get in order to best position for future jobs in SM? #sm105
Does the background of a "name" in social media have an impact on how much you respect their work? #sm105
RT @neicolec: Q3: You can teach the tools, learn the etiquette, and so on. Knowing your business and your customers takes time. #sm105
@jasonbreed excellent point! Really depends on what your company wants to DO with social media, and where they're at in the process. #sm105
RT @jasonbreed: @megfowler I am convinced you need different skill sets at different point of initiative #sm105
Do you think companies benefit from the "brand halo" of hiring someone well-known in social media? Is that a consideration? #sm105
How many of you consider yourselves a natural at this stuff? :) #sm105
@Marc_Meyer Let them use the tools on their own, on personal accounts, and see how they do! #sm105
How many of you consider yourselves a natural at this stuff? :) #sm105
@Marc_Meyer Let them use the tools on their own, on personal accounts, and see how they do! #sm105
RT @ctodddavis: @megfowler Use combo of internal ppl who r your brand flag wavers outsiders who know SoMe if u don't have internal SoMe trained ppl. #sm105
RT @neicolec: Hire a professional consultant to train someone inside, if you have a good candidate. Leverages the knowledge of your business. #sm105
From my perspective, sustainable social media comes from within -- with a great start with the right trainer / teacher from outside? #sm105
Training could include sending them to workshops / conferences, giving them courses... what else? #sm105
RT @danperezfilms: @megfowler Question would be is our existing custserv good or crappy? If good, leave alone. If crappy, improve. #sm105
Oops, that was Q3: Promote from within for social initiatives, or hire from the outside to find a specialist? #sm105
You're starting a socmed initiative at your company. Promote from within and train, or hire a socmed professional from the outside? #sm105
Our final Q coming up in 5... 4... 3... 2... #sm105
RT @Marc_Meyer: Know that customer service issues that start in social, don't have to end there-take them offline- #sm105
RT @bianalog: Lesson #1 to interns: Speak in the voice of the customer/brand. Lesson #1 for C-Suite: Respond to both positive and negative feedback #sm105
I mean, humans are just as flawed as they are empathetic. Do you want all of that in your #custserv channel? :) #sm105
All this talk about being "human" as the key to social is a bit vague for me. What does "human" mean? #sm105
@MediasRes thank you! :) #sm105
New Q coming up in a few minutes! Keep your thoughts coming! #sm105
RT @flowersbyfarha: @megfowler Think 4 times before tweeting a "snappy answer", trying to be "funny" or "clever" yet avoid obvious "script" responses #sm105
RT @JohnLutter: @megfowler I'd teach that Twitter is like being at a party. If you wouldn't act that way face-to-face, then don't do it online. #sm105
RT @Marc_Meyer: @megfowler measure your words and hopefully you attended our context in social media class...:) #sm105
RT @J_Fuji: @megfowler I'd tell them to play with it for a week or so, get used to stuff. Aka "lurk." #sm105
RT @cleavoncox: @megfowler The art of "Its not about you, its about them" #sm105
@MaryGaughan ha! Agreed! #sm105
@MediasRes expand on that... #sm105
RT @markkrupinski: @megfowler I'd teach them consistency, adaptation, and how to speak "human" not corporate speak #sm105
RT @gradontripp: @megfowler I do have to train people on how to use these tools. Top lesson: Think twice before posting. #sm105
You've got your customer service team in a room together, and you're about to put them on Twitter. What do you tell them? #sm105
If you've had to train someone to use social tools, what were the most important lessons you wanted to get across? #sm105
RT @JohnFrost: What skills and strategies should be taught in schools to graduate candidates who are likely to be good Social Media users #sm105
@JohnFrost AWESOME question. #sm105
@the_wordgirl agreed! Same as the reality that they're nothing without their customers. I guess social media connects the two... #sm105
RT @ctodddavis: @megfowler Loving a brand comes from believing in the co., its people, one's superiors, and its goods/services. That can't be taught. #sm105
GREAT thoughts, everyone. Thanks so much for your ideas and comments. We're rolling! :) #sm105
@danperezfilms @bianalog so you'd advocate for a filterless social world? :) #sm105
I think the ideal temperament depends on your social media use. Community manager vs. sales person vs. #custserv, etc. #sm105
What kind of "temperament" makes for a solid social media communicator? #sm105
How do you train people to be less about themselves and more about their company? Or is that the wrong idea? #sm105
@mediasres you could say that. :) #sm105
How do you train people to be less about themselves and more about their company? Or is that the wrong idea? #sm105
@mediasres you could say that. :) #sm105
I'd say there's a huge difference between a natural facility to share about YOU vs. a natural facility to communicate for a brand. #sm105
@bianalog it's only a big microphone if folks are listening. :) #sm105
RT @MediasRes: @frankrebecca A2 I agree you can't train ppl to care, but you can train them to c the effect of their words, 2 a degree. #sm105
@JohnLutter In kindergarten, I learned I could beat up boys. Helpful to me now? :) #sm105
RT @ctodddavis: It's also helped me think before speaking more. Can't take SoMe words back. RT @Marc_Meyer Twitters brevity has increased my clarity #sm105
@JohnFrost perhaps it's just a willingness to learn comm skills that gets folks off on the right foot. :) #sm105
@MaryGaughan very cool! #sm105
@stevemassi welcome, Steve! Thanks for being a part of the chat today! #sm105
RT @MediasRes: A2 some people understand communication triangles by disposition, some have to b shown. #sm105
@j_fuji so it takes your natural tendencies and refines them? #sm105
Are there some people who will always have issues expressing themselves and reacting to others online (as with offline)? #sm105
@Marc_Meyer I think, as a writer, I have a tendency to prattle on. Of course, I can just tweet multiple times in a row, too... :) #sm105
@bianalog ha! and likely vice versa. :) #sm105
@gradontripp @Marc_Meyer I think I've become more aware of opportunities to network through socmed. #sm105
@ariherzog very cool point, Ari -- you have to get right down to it! #sm105
@bianalog ha! and likely vice versa. :) #sm105
@gradontripp @Marc_Meyer I think I've become more aware of opportunities to network through socmed. #sm105
By "facility", I mean a natural way with online conversation, discussion, and platforms. #sm105
Q2: Is a facility with social media more a function of temperament, or training? #sm105
Okay, stay tuned for a new question in 5... 4... 3... #sm105
@gradontripp which aspect of your career history serves you most as a community manager? #sm105
@gradontripp ever met any cute girls via social media? ;) #sm105
@toddysm welcome! We're talking about qualifications & background for social media positions. What makes someone good at this stuff? #sm105
@gradontripp ever met any cute girls via social media? ;) #sm105
True or false: being social online has made you better at being social offline. #sm105
GREAT thoughts and answers, everyone! Keep 'em coming. I've got a new Q in just a few minutes. #sm105
@bianalog which skill of all those has been the most handy? #sm105
@MaryGaughan Coming in from the technical side, then. Was there anything about the comms side you struggled with? #sm105
How many of you are involved in social for a company vs. being a contractor vs. running your own biz vs. hobbyist? #sm105
@frankrebecca nice! you used what you knew to do something new. :) #sm105
What elements of managing a social program or using social media did you struggle with when you got started? #sm105
Totally agree with the statement that natural skills come in to HOW you're using social media. Marketing vs. #custserv vs. comm mgmt. #sm105
What elements of managing a social program or using social media did you struggle with when you got started? #sm105
Totally agree with the statement that natural skills come in to HOW you're using social media. Marketing vs. #custserv vs. comm mgmt. #sm105
@JohnLutter what does it mean to "be human"? #sm105
@badgergravling Sarah Palin? Is that you?:) What do you mean by "going rogue"? #sm105
@jasonbreed do you feel like being active via social media has made you better at other aspects of your job? #sm105
@AndreaHardaway absolutely agree. Community building vs. lead generation. #sm105
@martinjason what does it mean to "be social"? That's definitely going to come up in our next question... #sm105
@stefaniehawkes is that not what customer service folks are supposed to do? :) #sm105
What job did you do before you did social media stuff (or if it's a part of your existing job, what's that?) #sm105
@Marc_Meyer and what made you qualified to make it happen... if you think you were. :) #sm105
... but also just a lot of communicating and sharing information and community and relationships. #sm105
When I'm saying "social", I mean "social media" -- a lot happens using these tools and platforms, including marketing, #custserv... #sm105
@j_fuji differentiate them for me. :) social marketing takes place over social media, yes? #sm105
When I'm saying "social", I mean "social media" -- a lot happens using these tools and platforms, including marketing, #custserv... #sm105
@markkrupinski tell me why you think that's triple important. :) #sm105
@ShaunJay What made you decide that was the case? #sm105
@AppleBoxStudios so you've got some technical know-how and some customer service know-how going on... #sm105
C'mon, folks who do social for their companies, or consult with companies to manage their social. How did you end up there? :) #sm105
Q1: If social is a part of your job, what aspects of your background come in to play most often, day-to-day... (part 1) #sm105
C'mon, folks who do social for their companies, or consult with companies to manage their social. How did you end up there? :) #sm105
Q1: If social is a part of your job, what aspects of your background come in to play most often, day-to-day... (part 1) #sm105
We're going to have 3 questions throughout the hour, each one coming about 20 minutes apart. We'd love to hear your answers! #sm105
Hello to everyone joining us on #sm105! Today, we're discussing what training/education/experience qualifies you to do social strategy...
You can join the #sm105 chat today from your fave Twitter client, or at http://hashtagsocialmedia.com/live. Say hello if you're tuned in!
Mere moments away from #sm105. Please join us! You can read more about our topic @ http://hashtagsocialmedia.com/blog
RT @jasonbreed: Here's some background for our chat today w/ @megfowler http://hashtagsocialmedia.com/blog/ #sm105
About 10 minutes until I start tweeting like a madwoman on the #sm105 tag. Join us & get a contact high from all the caffeine I've ingested!
#sm105 is just under a half hour away. Please join us for today's conversation about qualifications/hiring/backgrounds for SM pros.
Which discipline offers the best background for socmed? PR? Marketing? #custserv? Lion taming? Tune in to #sm105 and tell us what you think.
#sm105 is just under an hour away. Come chat with us about qualifications / background / training for SM pros -- including yours!
Excited to be hosting #sm105 today on the kind of experience / training / temperament that makes a solid social media pro. Join us @ 12 EST!
@Marc_Meyer we roll DEEP! #sm105
I'm hosting the #sm105 chat today at 12 EST! Join me? We'll be talking about the types of backgrounds most suited to social strategy.
I'll be hosting the #socialmedia chat tomorrow! Join me on #sm105 to talk about ideal backgrounds for social media practitioners.
RT @Marc_Meyer: FYI .@megfowler is our 105th #socialmedia tweetchat host tomorrow. We hope you join us. #sm105
I'm hosting the #sm105 chat today at 12 EST! Join me? We'll be talking about the types of backgrounds most suited to social strategy.
I'll be hosting the #socialmedia chat tomorrow! Join me on #sm105 to talk about ideal backgrounds for social media practitioners.
RT @Marc_Meyer: FYI .@megfowler is our 105th #socialmedia tweetchat host tomorrow. We hope you join us. #sm105
@andrewmueller that's a call different companies have to make. but screamers aren't always irrational. sometimes just pissed. :) #sm97
@andrewmueller mostly. :) but it's going to happen, whether you want them to fit your structure or not. :) #sm97
@andrewmueller oh, I don't doubt it. But you can't ignore someone screaming at you until you figure it out, either. :) #sm97
A3: I've found that small businesses are the best and worst examples of #custserv online, more so than major brands. #sm97
@andrewmueller if you're out there, it's going to happen. I don't know how you avoid it if you have a social presence. #sm97
@andrewmueller not everyone is going to be content to follow you nicely offline, so you have to be prepared. #sm97
@andrewmueller oh, I don't doubt it. But you can't ignore someone screaming at you until you figure it out, either. :) #sm97
A3: I've found that small businesses are the best and worst examples of #custserv online, more so than major brands. #sm97
@andrewmueller mostly. :) but it's going to happen, whether you want them to fit your structure or not. :) #sm97
@andrewmueller that's a call different companies have to make. but screamers aren't always irrational. sometimes just pissed. :) #sm97
@andrewmueller that's a call different companies have to make. but screamers aren't always irrational. sometimes just pissed. :) #sm97
@andrewmueller that's a call different companies have to make. but screamers aren't always irrational. sometimes just pissed. :) #sm97
@andrewmueller mostly. :) but it's going to happen, whether you want them to fit your structure or not. :) #sm97
@andrewmueller mostly. :) but it's going to happen, whether you want them to fit your structure or not. :) #sm97
@andrewmueller oh, I don't doubt it. But you can't ignore someone screaming at you until you figure it out, either. :) #sm97
A3: I've found that small businesses are the best and worst examples of #custserv online, more so than major brands. #sm97
@andrewmueller oh, I don't doubt it. But you can't ignore someone screaming at you until you figure it out, either. :) #sm97
A3: I've found that small businesses are the best and worst examples of #custserv online, more so than major brands. #sm97
@andrewmueller not everyone is going to be content to follow you nicely offline, so you have to be prepared. #sm97
@andrewmueller if you're out there, it's going to happen. I don't know how you avoid it if you have a social presence. #sm97
@andrewmueller if you're out there, it's going to happen. I don't know how you avoid it if you have a social presence. #sm97
@AppleBoxStudios they should be present, available, friendly and prompt. #sm97
Engagement isn't the Gap employee at the door. It's the one you ask to help you find a size or a gift with a smile. #sm97
@neicolec @iangertler Engaging for me is being available as much as anything. Letting them know you're there, and responsive. #sm97
@andrewmueller that's part of it, but what about customer service? Queries? Support? Eventually your diners will need a waiter. :) #sm97
@andrewmueller You can listen/watch for a good long time, but unless you engage, it's just market research, not social. #sm97
@AndrewMueller Unsolicited is a beginning. But you can't get to know your customer entirely through eavesdropping. :) #sm97
@KaryD Social monitoring tells you where the conversations are, and what they're about -- up to you to figure out where you fit in. #sm97
Your community will actually tell you what they want if you stop telling them what they need. #sm97
@KaryD exactly! You let the answer guide your next question. #sm97
@andrewmueller Of the customer. But internal and external questioning helps you match capabilities with needs. #sm97
There's a big difference between, "What would make you buy more stuff?" and "What problems haven't you found solutions for yet?" #sm97
@KaryD exactly! You let the answer guide your next question. #sm97
There's a big difference between, "What would make you buy more stuff?" and "What problems haven't you found solutions for yet?" #sm97
Ever been questioned by someone with an obvious agenda? Customers can see you coming from a mile away. Learning takes time/patience. #sm97
A2: Ask the right questions. Listen to the answers. Ask more questions -- questions that indicate you really did listen. #sm97
A2: Ask the right questions. Listen to the answers. Ask more questions -- questions that indicate you really did listen. #sm97
You hand two people the same information, they'll come to totally different conclusions. Context/experience/history lead to insight. #sm97
You hand two people the same information, they'll come to totally different conclusions. Context/experience/history lead to insight. #sm97
I don't think you can Google or Radian6 for insight. That comes from taking in the whole landscape. #sm97
@CommunispaceCEO @jasonbreed I think insight happens post-monitoring, when you've taken it all in. #sm97
I don't think you can Google or Radian6 for insight. That comes from taking in the whole landscape. #sm97
Information is a highway sign -- insight is the whole map for context. #sm97
A1: Information is finite. Insight is a beginning. #sm97
A1: The difference between information and insight is how you can apply it, and where it takes the conversation. #sm97
A1: The difference between information and insight is how you can apply it, and where it takes the conversation. #sm97
Nice to know I didn't get rate limited this time. Thanks all for letting me play in the chat again! #sm95
Nice to know I didn't get rate limited this time. Thanks all for letting me play in the chat again! #sm95
@andrewmueller much easier when you hire in those regions -- that way you teach them brand, and they teach you region. #sm95
Hire in the regions you want to be. Don't push existing resources and ask them to start from the group up. #sm95
Hire in the regions you want to be. Don't push existing resources and ask them to start from the group up. #sm95
@C_Pappas yep, both -- but only if sales are good. Ha! :) #sm95
Your customer service teams are INVALUABLE for building your international social presence. They've dealt with everyone... #sm95
If you sell internationally, ask your customer service common issues/behaviors by international customers. #sm95
@AndrewMueller Not disagreeing with your point. Making a different one. :) #sm95
If you sell internationally, ask your customer service common issues/behaviors by international customers. #sm95
Q3: analytics, social platform usage by nation, customer surveys by nation, demographics by nation, listening by nation... #sm95
@andrewmueller knowing range of Eng. cultures is key, of course. But can't go truly international with only English support. Period. #sm95
@andrewmueller My point is, at the very least, people in US/CAN/UK/AUS/NZ etc. can *read* your Eng. brand tweets. JPN/KOR/CHI? Nope. #sm95
Yes, pay attention to regional nuances -- of course. But only the regional nuances of English speaking customers? Hmmm. #sm95
@andrewmueller If you want to speak to a region, you have to speak their language. Or cut cust serv out of SM? Why do that? #sm95
@AndrewMueller @kenburbary which one? #sm95
@AndrewMueller @kenburbary which one? #sm95
@lukenoffke but you wouldn't expect Japanese customers to learn English to be served. Why expect it socially? #sm95
@lukenoffke Exactly -- but if I send out a general tweet from the brand in English, they can all read it. Can Korea? #sm95
@lukenoffke Exactly -- but if I send out a general tweet from the brand in English, they can all read it. Can Korea? #sm95
@kenburbary one or the other would either dilute the brand, or shaft customers. #sm95
Q2 -- If you're big enough to offer customer service in another language, you're big enough to offer social in another language. #sm95
Q2 -- Hybrid. Brand portals with regional tweaks, established regional presences, and research on regional culture. #sm95
Q2 -- Hybrid. Brand portals with regional tweaks, established regional presences, and research on regional culture. #sm95
Community managers in individual nations/regions have to be hired for their knowledge and perspective of that region. Hire natives! :) #sm95
You can manage brand globally to some extent -- but not service or communications. #sm95
You can manage brand globally to some extent -- but not service or communications. #sm95
It's the old e-commerce dilemma reborn as a social one: "Do we ship to China?" "No." "Then why are we fussing about them on Twitter?" #sm95
And what if you don't intend to offer international service as a national brand? What happens when other countries demand it anyway? #sm95
It's the old e-commerce dilemma reborn as a social one: "Do we ship to China?" "No." "Then why are we fussing about them on Twitter?" #sm95
And what if you don't intend to offer international service as a national brand? What happens when other countries demand it anyway? #sm95
You also have scale to deal with -- the team that would serve Sweden is of a radically different size than the one serving Japan. #sm95
@SocialMedBtrfly @kenburbary I think there's enough variance in the US to argue against common expectations, vs. the world. :) #sm95
You also have scale to deal with -- the team that would serve Sweden is of a radically different size than the one serving Japan. #sm95
@SocialMedBtrfly @kenburbary I think there's enough variance in the US to argue against common expectations, vs. the world. :) #sm95
@kenburbary @neicolec people also expect radically different things from a bank vs. a software co. #sm95
@neicolec @kenburbary I think we're actually just starting to pay attention to regional data from this perspective... so hard to say. #sm95
One thing that's really interesting to watch is how social presences for brands change in different regions to meet customer norms. #sm95
Q1 modes of interacting with brands also vary -- in Japan mobile access / interaction far exceeds what we've done in North America. #sm95
Q1 internet access, brand representation on networks and notions of customer service vary widely worldwide, however. #sm95
Q1 modes of interacting with brands also vary -- in Japan mobile access / interaction far exceeds what we've done in North America. #sm95
Q1 expectations have increased as far as access to brands -- customers want to ask Qs/offer feedback in real time. #sm95
Q1 internet access, brand representation on networks and notions of customer service vary widely worldwide, however. #sm95
Q1 expectations have increased as far as access to brands -- customers want to ask Qs/offer feedback in real time. #sm95
@Marc_Meyer I'm going to join #sm95 -- looking forward to it. But I'll remember I'm not hosting. :)
@Marc_Meyer I'm going to join #sm95 -- looking forward to it. But I'll remember I'm not hosting. :)
Thank you so much to all my dear friends who chimed in on #sm94 today. So fun to start up a convo with all y'all on board. :)
Thanks to everyone on the #sm94 #socialmedia chat today! Fantastic participation -- until I got rate-limited and switched to @sametz! :)
RT @Marc_Meyer: The funny thing is, with social, we all have the power to really take the freak out to the nth degree if we choose #sm94
Should your response be different personally than when you're dealing with conflict as a brand or comm manager? #sm94
RT @Marc_Meyer: The funny thing is, with social, we all have the power to really take the freak out to the nth degree if we choose #sm94
RT @martinjason: Personal attacks online = ignore them? Brand attacks online = address them? Is that what we're saying here? #sm94
RT @mpace101: Q3: I just move the personal conversation to Facebook, then Unfriend them :) JK #sm94 (HA!)
Is there anyone here who HASN'T freaked out on someone online, even once? #sm94 cc: @syrten
@Syrten I will! :) Sometimes people attacking me personally makes me want to drag out the cutting side of my textual abilities. :) #sm94
Accountability is also really important. Having friends who will say, "Dude, you're overreacting." or "That's not helping." #sm94
@Syrten I will! :) Sometimes people attacking me personally makes me want to drag out the cutting side of my textual abilities. :) #sm94
@Syrten I think plenty of people actually do that. :) #sm94
I will sometimes bounce the issue I'm having with someone else off a trusted friend. Perspective never hurts. #sm94
RT @carissao: If we're running human biz, the rules of personal conflict resolution shouldn't differ much from that of your brand. #sm94
RT @themaria: @megfowler personal attack. Happened so many times. In my own community AND in other very public forums. I ignored it. #sm94
RT @carissao: If we're running human biz, the rules of personal conflict resolution shouldn't differ much from that of your brand. #sm94
RT @Nixie: Deep breath and step away from the computer. Respond when you're not emotional. #sm94 (Always the toughest time to do it!)
@andrewmueller great point -- questions help clarify the real issue, and establish that you care about their perspective. #sm94
RT @themaria: @megfowler personal attack. Happened so many times. In my own community AND in other very public forums. I ignored it. #sm94
RT @themaria: I deal w/conflict by running away :) JK. Try to be nice at 1st, figure out what's happening. Doesn't work, walk away #sm94
If someone attacks you personally on a social network, what's your first instinct? #sm94
@andrewmueller great point -- questions help clarify the real issue, and establish that you care about their perspective. #sm94
Golden rule isn't corny. :)RT @Nixie: @megfowler It's corny but I try and treat people like I would want to be treated. #sm94
So very true. A process. :) RT @lizscherer: @megfowler Q3 Personal - it's an evolution. Still learning and not afraid to admit it. #sm94
Even when it doesn't start that way! RT @Marc_Meyer: Difference today is that conflict is no longer 1 on 1, it's on a stage. Big diff. #sm94
If someone attacks you personally on a social network, what's your first instinct? #sm94
Even when it doesn't start that way! RT @Marc_Meyer: Difference today is that conflict is no longer 1 on 1, it's on a stage. Big diff. #sm94
@mimimuircastle very true! conflict is something that keeps things interesting online AND offline. :) #sm94
Q3: What is your personal approach for dealing with conflict online? Not as a business or a comm manager... just as you. :) #sm94
Here comes Q3, folks -- keep your thoughts coming! #sm94
My mom calls it "heaping coals" -- you take the energy out of a complainer by seeing their side and going the extra mile. #sm94
Here comes Q3, folks -- keep your thoughts coming! #sm94
My mom calls it "heaping coals" -- you take the energy out of a complainer by seeing their side and going the extra mile. #sm94
@moneycoach awesome! thanks for "tuning in". :) #sm94
RT @themaria: How do you manage conflict: become a therapist, pull up the couch, ask what's up and why do you say stuff like this? #sm94
Great thoughts, everyone! Q3 coming up in a couple of minutes... #sm94
@jasonbreed how do you know when the line has been crossed? #sm94
RT @jasonbreed: conflict is good as long as it's constructive. unmanaged conflict is disruptive. Conflict prevents group-think. #sm94
RT @CarissaO: @megfowler Take an all-hazards approach. Create a baseline process and culture that scales for whatever conflict arises. #sm94
RT @martinjason: How do you create guidelines for a SM community that are not too constrictive yet enforce some imp. rules and regs? #sm94
RT @themaria: Managing & putting out conflict is key job of community manager. It's an art, similar to quieting down irate customer #sm94
We're talking community management and dealing with conflict. What's your experience, comm managers (and members)? #sm94
@mimimuircastle welcome! feel free to jump in! :) #sm94
RT @mpace101: a challenger is much better than a Yes Man, Adversary; or a Fence sitter - its about the relationship #sm94
@mimimuircastle welcome! feel free to jump in! :) #sm94
RT @mpace101: a challenger is much better than a Yes Man, Adversary; or a Fence sitter - its about the relationship #sm94
RT @SocialMedBtrfly: Communities are like families - there's always the 1 "difficult" person. Can't kick them out,, can you? #sm94
RT @lizscherer: @megfowler I believe that if the conflict is consistently affecting the entire comm, time to go. #sm94
@andrewmueller @coryobrien but conflict also gets very personal in a tight community. :) #sm94
Love this. RT @agardina: @megfowler I think the biggest win in community mgmt is when the community resolves conflict on its own. #sm94
@RobinSchultz @themaria thanks, Robin! #sm94
RT @Marc_Meyer: I can tell you 1st hand that ejection doesn't always work. ..>>see death threats, harrassment & stalking #sm94
@themaria hey girl! we're talking about facing conflict on social networks. Right now, community conflict. #sm94
@andrewmueller @coryobrien but conflict also gets very personal in a tight community. :) #sm94
@carissao crisis comms -- tell us a bit more about how you create that plan. #sm94
@RobinSchultz @themaria thanks, Robin! #sm94
RT @Marc_Meyer: I can tell you 1st hand that ejection doesn't always work. ..>>see death threats, harrassment & stalking #sm94
@themaria hey girl! we're talking about facing conflict on social networks. Right now, community conflict. #sm94
RT @carissao: Enter the crisis comms plan. RT @gradontripp: Whether a community, team or city, no one can be fully prepared b4hand. #sm94
RT @sacevero: Conflict strat. 1-who responds? 2-gather/verify facts 3-decide whether to handle on/offline 4-be timely, helpful in comm #sm94
Where do you think that line is? RT @lizscherer: Ejection has to be part of the strategy. Sometimes it simply won't work out. #sm94
RT @theroseinbloom: @megfowler DEFINITELY. Some of my most engaged clients are people that I've talked down from a ledge, so to speak. #sm94
@carissao crisis comms -- tell us a bit more about how you create that plan. #sm94
RT @theroseinbloom: @megfowler DEFINITELY. Some of my most engaged clients are people that I've talked down from a ledge, so to speak. #sm94
RT @sacevero: Conflict strat. 1-who responds? 2-gather/verify facts 3-decide whether to handle on/offline 4-be timely, helpful in comm #sm94
Where do you think that line is? RT @lizscherer: Ejection has to be part of the strategy. Sometimes it simply won't work out. #sm94
If you're managing a community, and someone is continually problematic, do you eject them or keep working on it? Do you ever give up? #sm94
Amen, amen, amen. RT @mydogmoxie: @megfowler Yes, and it all starts with respect. #sm94
RT @CoryOBrien: @AppleBoxStudios I agree, and you wouldn't want a community where no one ever thinks differently from everyone else. #SM94
Like relationships. :) RT @gradontripp: @AppleBoxStudios Conflict is inherent in anything more than one human is involved in. :) #sm94
RT @tricia_o: The important part is that it IS estab. Even at a high level, a plan of action can help to quickly resolve conflict. #sm94
@mpace101 Love that perspective -- dealing with the situation can turn a detractor into an advocate. :) #sm94
Is it important to have mechanisms for conflict resolution before it even occurs? #sm94
Like relationships. :) RT @gradontripp: @AppleBoxStudios Conflict is inherent in anything more than one human is involved in. :) #sm94
RT @tricia_o: The important part is that it IS estab. Even at a high level, a plan of action can help to quickly resolve conflict. #sm94
RT @mpace101: Conflict is a form of feedback. Feedback is a gift, what you choose to do w/it is another story #sm94
@AppleBoxStudios of any community, of any family... definitely! #sm94
@andrewmueller Is it conflicting interests or *perceived* conflicts in interests? #sm94
Is it important to have mechanisms for conflict resolution before it even occurs? #sm94
@AppleBoxStudios of any community, of any family... definitely! #sm94
@andrewmueller Is it conflicting interests or *perceived* conflicts in interests? #sm94
RT @CoryOBrien: #SM94 Q2: I think small comms can exist w/o conflict, but scale brings it naturally. (But it's also not always a bad thing.)
RT @Marc_Meyer: Very important to know that everyone is reading, watching & listening to how you do react to conflict. #sm94
I believe good conflict resolution actually increases trust and involvement in a community. #sm94
Good framing. RT @sacevero: Q2 W/ respect, concern and kindness. Without conflict, how would you learn? It's not always negative. #sm94
RT @gradontripp: First and foremost, a community needs guidelines and a hierarchy. Does the conflict the guidelines? If not, then... #sm94
Yeah, most folks don't enjoy that. :) RT @Marc_Meyer: @megfowler I'm pretty sure publicly berating them does not work. #sm94
That puts everyone on the same page. RT @RickCaffeinated: Q2: w. respect and some mutual understanding of learning/teaching together. #sm94
Yeah, most folks don't enjoy that. :) RT @Marc_Meyer: @megfowler I'm pretty sure publicly berating them does not work. #sm94
That puts everyone on the same page. RT @RickCaffeinated: Q2: w. respect and some mutual understanding of learning/teaching together. #sm94
Those of you who manage any sort of communities -- do you see conflict as universally negative, or? #sm94
RT @lizscherer: @techguerilla So true! #sm94 always something to learn from the customer (so true! You'll learn to do everything better!)
RT @techguerilla: Regardless of whether they are right, there's always something to learn from them & shld be approached as such #sm94
Here we go! Q2: How do you face conflict when you’re managing a community? Can communities exist without it? Should they? #sm94
Our next question takes us to being part of/managing a community online.... #sm94
RT @techguerilla: Regardless of whether they are right, there's always something to learn from them & shld be approached as such #sm94
Here we go! Q2: How do you face conflict when you’re managing a community? Can communities exist without it? Should they? #sm94
RT @prweb: In a sense, yes. For ex, here's @southwestair 's take on customer complaints on twitter (all matter!): http://bit.ly/gDvwSr #sm94
Our next question takes us to being part of/managing a community online.... #sm94
We're heading into Q2 in a minute -- loving the discussion, everyone! #sm94
RT @ward_hegedus: Is the customer always right? NO! But they need to feel validated and respected even when they are way way wrong. #sm94
RT @lizscherer: Not important for the customer to "be" right but to "feel" right. Optimal conflict mgement solves this paradigm #sm94
RT @CarissaO: Need stakeholders buy-in to how social will integrate w/the org's process. Then HAVE a process of who/what/how/when. #sm94
RT @prweb: In a sense, yes. For ex, here's @southwestair 's take on customer complaints on twitter (all matter!): http://bit.ly/gDvwSr #sm94
Very true! RT @martinjason: A troll can be a guy whose had a bad day & 1 incident is enough to air his distaste for you to thousands. #sm94
RT @andrewmueller: @megfowler understanding values gives them a better ability to find a solution that is consistent + true to vision #sm94
RT @CarissaO: Need stakeholders buy-in to how social will integrate w/the org's process. Then HAVE a process of who/what/how/when. #sm94
@Marc_Meyer I love a loaded question. :) #sm94
Boy scout conflict resolution! :) RT @gradontripp: Q1 An internal framework of if/then scenarios & who should respond to what/when. #sm94
Is the customer always right? #sm94
great conflict prep steps, Liz! RT @lizscherer: @megfowler Integrated strategy, objectives, messaging, response ladder. #sm94
RT @mpace101: @Marc_Meyer -no address openly 1st, with a link to community. Less impact than say twitter or FB but lets convo go #sm94
@karimacatherine @Nixie yes -- no one wants to be thought of as a problem straight out of the gate! :) #sm94
RT @mpace101: @Marc_Meyer -no address openly 1st, with a link to community. Less impact than say twitter or FB but lets convo go #sm94
RT @jimstorer: Q1: Don't rush to find the perfect answer, but DO rush to acknowledge the issue & let them know you're working on it. #sm94
@andrewmueller do you think that makes them more prepared to deal with conflicts? #sm94
RT @AppleBoxStudios: @megfowler @Marc_Meyer @lizscherer What do you do if the result went south and was not positive? #sm94
what steps prep you? RT @carissao: It's important that stakeholders from key functions are prepared to act BEFORE a conflict happens. #sm94
RT @SocialMedBtrfly: Angry folks on #socialmedia have tried other avenues. They're after immed. response #sm94 Even if it's I don't know
@GeoffLiving @Marc_Meyer LOL. "Thanks, troll! You are SOOOO trolly!" #sm94
RT @AppleBoxStudios: @megfowler @Marc_Meyer @lizscherer What do you do if the result went south and was not positive? #sm94
what steps prep you? RT @carissao: It's important that stakeholders from key functions are prepared to act BEFORE a conflict happens. #sm94
Feeling understood is key. RT @stevemassi: make sure situation & facts are understood and approach w. empathy to help diffuse emotion #sm94
@GeoffLiving @Marc_Meyer LOL. "Thanks, troll! You are SOOOO trolly!" #sm94
Let's say you have a customer who fits every definition of "troll" -- how do you respond to consistent antagonism? #sm94
RT @andrewmueller: @GeoffLiving their is no right and wrong but just two sides to a story, the Q is what aligns best with values #sm94
@mpace101 @Marc_Meyer interesting. Do you think it looks like you're shoving things under the rug? :) #sm94
RT @Marc_Meyer: @lizscherer then when resolved, tweet, blog and advertise that it was resolved-ppl are watching/listening #sm94
@Marc_Meyer @lizscherer excellent -- resolve offline, share positive result online. #sm94
@mpace101 @Marc_Meyer interesting. Do you think it looks like you're shoving things under the rug? :) #sm94
@sacevero thanks for joining us, and pointing folks our way! #sm94
@juwiling I agree! I think tone is very important to keeping the lines of discussion open. #sm94
RT @carissao: A1: Be honest, be direct, be timely, be human. #sm94 (simple and perfect!)
RT @geoffliving: Demonstrating a willingness to respond first is most important. See if that works, if not then... #sm94
@geoffliving totally agree -- responsiveness is the first step to calming the waters. #sm94
RT @carissao: A1: Be honest, be direct, be timely, be human. #sm94 (simple and perfect!)
@Marc_Meyer do you think there's more to be gained by a public resolution, or just more damage? #sm94
RT @geoffliving: Demonstrating a willingness to respond first is most important. See if that works, if not then... #sm94
@geoffliving totally agree -- responsiveness is the first step to calming the waters. #sm94
RT @Marc_Meyer: policies, protocol and governance aside, I'd look to take it offline quickly until its resolved #sm94
RT @SocialMedBtrfly: One of my co's biggest advocates began as frustrated Twitterer. Just the fact we responded calmed him down #sm94
@Marc_Meyer do you think there's more to be gained by a public resolution, or just more damage? #sm94
@RobinSchultz I like that, Robin -- they know you're paying attention! #sm94
RT @SocialMedBtrfly: One of my co's biggest advocates began as frustrated Twitterer. Just the fact we responded calmed him down #sm94
RT @lizscherer: Q1 It's impt' to have integrated but separate units for each of those. It can be too big for one person to handle #sm94
@AppleBoxStudios I'd say either way -- established protocols, and responding on the fly. #sm94
Those of you who have done social media tasks for a business, or interacted with a biz on socnets, tell us what you think! #sm94
@RobinSchultz I like that, Robin -- they know you're paying attention! #sm94
@AppleBoxStudios I'd say either way -- established protocols, and responding on the fly. #sm94
Those of you who have done social media tasks for a business, or interacted with a biz on socnets, tell us what you think! #sm94
Q1: What are the key steps a business can/should take in dealing with conflict online (issues w/ cust. serv., reputation, PR, etc.)? #sm94
We'll have a new question to discuss every twenty minutes or so -- we welcome your thoughts and experiences! #sm94
We'll be dealing with the topic today from three different perspectives: business, community management, and personal. #sm94
As anyone who has spent any time online can tell you, the only things certain in life are death, taxes and fighting online. :) #sm94
We'll have a new question to discuss every twenty minutes or so -- we welcome your thoughts and experiences! #sm94
We'll be dealing with the topic today from three different perspectives: business, community management, and personal. #sm94
As anyone who has spent any time online can tell you, the only things certain in life are death, taxes and fighting online. :) #sm94
Hello to everyone joining us on #sm94 today. Our topic is "Dealing with conflict on social networks".
We'll be getting started with #sm94 in about five minutes -- please join us for discussion about dealing with conflict on social networks.
We're about 8 minutes away from today's #socialmedia chat on facing conflict on social networks. Follow the #sm94 hashtag.
@jameshicks you can also go to http://hashtagsocialmedia.com/live and watch the stream there. :) #sm94
@jameshicks Hi James! You can set up a search for the hashtag "#sm94" on your Twitter client of choice, and watch the convo go by! :)
39 minutes until #sm94 -- I'm hosting! Are you tuning in?
Excited to be hosting #sm94 today -- tune in at 12 pm EST to chat about conflict on social networks!
RT @JasonBreed @megfowler is hosting #socialmedia chat 12pm ET on managing conflicts in social. http://hashtagsocialmedia.com/blog/ #sm94
#sm72 it's just one little part of what it takes to build community, but it's dead simple and quick, too. Do the easy things. :)
#sm72 it's just one little part of what it takes to build community, but it's dead simple and quick, too. Do the easy things. :)
#sm72 responding to comments is SO simple but SO many blog authors don't do it. People come back when you NOTICE them.
#sm72 if the people who leave comments and submit UGC get a positive response, they love to keep contributing.
#sm72 momentum is something that builds when community contributions get a response, when suggestions become a reality...
Thanks for all the RTs and responses, everyone -- visit me over @sametz, too! #SM69
Very fun to be in on #SM69 -- thanks for leading it, @adamcohen! :)
@cciotti you get responses right away. "What the hell are you TALKING about" speaks louder than a lot of other marketing metrics. :) #SM69
SM gives you a crash course in internal issues at your company: insecurities, fears, holes in your offerings, cust serv challenges. #SM69
@TomMartin And many more I didn't think of! :) But crisis response/customer service is just one aspect of value. #SM69
The problems you experience in establishing SM strategy often point to problems with your other methods/messages. #SM69
The problems you experience in establishing SM strategy often point to problems with your other methods/messages. #SM69
@TomMartin celebrating and passing on stories, thanking, simple Q&A, sharing knowledge, starting conversations... #SM69
@TomMartin @lardito the listeners can pass it on -- but problem solving is only one aspect of response. #SM69
RT @CarissaO: Agree w/ @TeresaBasich, SM ownership relative to goals. But cannot exist in any ONE silo of org w/o cross-func buy-in. #SM69
Seems like the owner of social should be the department who listens best -- both internally and externally. #SM69
Q3: Email is dramatically more effective with social links inside -- turns a one way conversation into a zillion way conversation. :) #SM69
@adamcohen just to say that all the parts need to be healthy to make your plan work -- which requires a balance of approaches. #SM69
@TheTimHayden @TomMartin absolutely -- that's not to demean brick and mortar, but to point out public nature of online discourse. #SM69
@adamcohen the marketing engine falls apart if one part goes awry. #SM69
@adamcohen the marketing engine falls apart if one part goes awry. #SM69
@TheTimHayden @TomMartin @AaronStrout In a store, a few customers might see you lose it. Online? Millions do. #SM69
@ajmunn the point is, company messaging needs to be focused on value/service to consumers, not just how great a company you are. :) #SM69
Social media allows you to be the genial shopkeeper you'd be in a brick and mortar store, but while in your PJs, at home. #SM69
Q2: Social media also allows potential customers to observe how you deal with established customers, as you might in a store. #SM69
Q2: Social media also allows potential customers to observe how you deal with established customers, as you might in a store. #SM69
Q2: Social media offers a different kind of responsiveness/immediacy than most tools -- which is great in a crisis AND in celebration. #SM69
Q2: Social media offers a different kind of responsiveness/immediacy than most tools -- which is great in a crisis AND in celebration. #SM69
Any form of marketing strategy that becomes more about the company than the customer is a failure. SM included. #SM69
Any form of marketing strategy that becomes more about the company than the customer is a failure. SM included. #SM69
