Tag Archives: Twitter
How to Tame a Social Media Firestorm
These days, everyone from celebrities to big-name CEOs sets Twitter ablaze with personal meltdowns. So, what do you do if one of them is your client or disgruntled employee? It’s important to be prepared. Try these tips for handling a social-media crisis:
- Assess the situation and respond accordingly. No two scenarios are alike, so gather the facts (like making sure the person is OK) and decide the best course of action. If your client Tweets a drunken rant, it’s probably best to delete the post and issue an apology. If your fired co-worker wages e-war, it might be best to post a public statement explaining the situation.
- Educate your audience. If a disgruntled employee is falsely defaming your company, post a statement with the facts. But make sure you investigate and find out if there’s more to the story from the employee’s side.
- Don’t engage in a public feud. The worst thing you can do is throw down the gauntlet and battle on Facebook or Twitter. Instead of disputing any claims, you’ll open your brand to a public spanking.
- Time heals. Sometimes, the best remedy is to ride out the storm. Liz Vogel, Ideopia’s director of public relations, said, “Sometimes, just be happy you didn’t make it worse.” She’s right. You can’t always fix it, but you can control if you fuel or extinguish the flames.
As social media continues to grow in popularity, so will e-meltdowns. So be prepared. Looking for more defense? Check out our video on crisis management.
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Invasion of the Social Media Snatchers
Who owns your Twitter or Facebook followers? Are you sure?
Tweeting on behalf of an employer or trolling for new business through LinkedIn could get your accounts snatched. Two companies are suing former employees over the issue. Both cases are still winding through the halls of justice.
At stake is who really owns a personal Twitter or LinkedIn account, when it’s used to rustle up new business or spew company talking points.
Mobile phone site Phonedog.com says a former employee’s 17,000 Twitter followers are actually a customer list. Training company Edcomm tried to argue that its employee’s LinkedIn account was a trade secret—even though she had the account prior to working there.
“Watch out for sour grapes,” isn’t the only moral of this story. Employers beware: when people move on, their social media accounts may too. Working stiffs need to be cautious as well. When you change jobs, you might not be able to take your Twitter friends with you. Keep an eye on the courts!
Twitter Draws NFL Players to Restaurant
Professional athletes love social media and grub. So when NFL player David Clowney asked for Cincinnati restaurant recommendations on Twitter, we were all ears. On behalf of Morton’s The Steakhouse, we Tweeted our beefy suggestion from their @Mortons_Cinci account.
Not even an hour later, he and his teammates were chowing down on steaks and telling the world all about it.
The story was recently featured in Food & Beverage Magazine to help restauranters boost their brands with social media. In this case, all it took was a keen eye on Twitter and a brief interaction to turn big profits for Morton’s.
Are you tuned in to what your customers are saying and ready to act when they do? Learn more about Ideopia’s social media capabilities on our website.
Check out the full sequence of Tweets below:
Big Stories on Twitter
As much as we love reading Tweets about Kim Kardashian’s martial status, Twitter is also home to remarkable stories that began with just 140 characters. Like Chris Strouth who found a kidney donor after he tweeted “Sh*t, I need a kidney.” Or the Japanese fishermen who sell their fresh catch on Twitter before they reach the shore. And NASA astronaut Mike Massimino who sent the first extraterrestrial Tweet.
For more inspiring examples, check out Twitter Stories. Have your own story? Share it by using the hashtag #twitterstories, and yours could be the next Tweet heard around the world.
Party on Twitter. No Hangovers.
Any term with the word party in it has to be good. And, indeed, Twitter parties are emerging as a tool for brands to engage their customers. Companies throwing Twitter parties include the high-altitude set, like the Harvard Business Review, IBM and Gevalia, and baser needs like Huggies Diapers, Crest toothpaste, barbeque sauce, and even some ad agency grumble fests.
So what exactly is a Twitter Party? It’s an online free-for-all that draws information hungry, brand evangelist types – like your customers. They share interests as diverse as camping, computing, barbeque or interior design. To join the discussion, Tweeters follow the event’s with hashtags, which you have heavily promoted. The leader or host of the party introduces subjects and guides the discussion.
The opportunity for a brand is to field experts, a guest host, or a celebrity. Just like guests at a real party expect their hosts to cough up some clean paper cups and peanuts, your Twitter guests will expect contests and brand swag. No, not iPads! Whip up giveaways that relate to your brand, even if it’s just a cool T-shirt.
A Twitter party is also an event you can weave through all of your other marketing: blog posts, Facebook, Print ads, and a landing page to capture social information and leads on your website.
The potential ROI from these online events is enormous. Companies report from 1,500 to more than 1,000,000 mentions. And remember, these count as interactions with potential customers, not just ad impressions. Compared to most other tactical options, a Twitter party is downright cheap.
Next steps? Follow some Twitter parties on your own to see how they work, and learn more about Ideopia’s ssocial media capabilities.