Social Media Public Relations and Damage Control

Posted by on Feb 23, 2010 in Online Reputation Management | 0 comments

Unlike traditional media (radio, TV, print) Social Media encourages a conversation scenario between customers and organisations. On the whole, the open conversation that Social Media channels have allowed for between business-consumer, consumer-business, and consumer-consumer is a good thing. It allows for the formation of more personal relationships between the man-in-the-street and the previously inaccessible corporate. However, if you’re running a business Social Media account it is inevitable that you’re going to get some negative feedback at some point. What’s worse is that everyone else that follows you is going to be able to see that there is a discrepancy. There is a few recovery steps you can practice so that you can diffuse the situation when it happens. Identifying the Type of Feedback Start by identifying the type of negative feedback you’ve received. There are four types of negative feedback you can receive on Social Media. Normal Problems – A customer has a problem with your product or service and has highlighted exactly what’s wrong. Although this is negative feedback, it is warranted and can help expose areas in your business that need to be looked at. Constructive Criticism – Some people will complain on your Social Media but will offer a solution to the problem they encountered. View these kind of comments as a kind of ‘Suggestion Box’ that is helpful rather than a nasty stab at your business. Merited Attack – An issue with your organisations product or service has made a customer very angry. They have decided to have a public vent on your Social Media. While the words they use may be scathing, their complaint is justified. Spam Attacks – You will be attacked on your Social Media channels for no valid reason. It is usually done in an effort to promote a competing product or service. Reacting to Negative Comments and Practicing Damage Control in Social Media Figure out what kind of feedback you’ve received by referring to the list above. Once you’ve done this you need to figure out how to respond politely and swiftly. The number one rule when responding to criticism in Social Media, even the negative type, is to stay positive. Responding to: Normal Problems – Always respond as quickly as you can to these queries. I believe it’s best to respond publicly (on your Social Media) and personally if you’re able to. If the problem has an extended timeline in order to be rectified then keep the customer (s) up to date with progress reports. Constructive Criticism – This also deserves a polite response even if you don’t plan on using the customers’ suggestion. You’ll build loyalty and trust by responding in a positive, thankful tone rather than ignoring the customer. Merited Attacks – This kind of negative feedback can be hard to deal with as the words used may overshadow the justified complaint. Bear in mind that a merited attack has its roots in a real problem and therefore deserves an educated, prompt and polite response. Use damage control here – offer a refund, discount or a freebie. Spam Attacks – It’s best not to respond to any kind of unwarranted spam attacks that may appear on your Social Media. Remove it as soon as you spot it. Depending on the severity of it, take steps to report...

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Host your blog on your own domain

Posted by on Feb 22, 2010 in Blogging | 2 comments

Many bloggers makes a major mistake with their blogs.  They use a free blogging service like or Blogger ( and they don’t use their own domain name or a dedicated domain for the blog. This is all well and fine but they lose the branding that comes from owning their own domain name.  After all, the objective of blog marketing is to brand yourself or your company as the experts in your niche industry. Your blog options from best to wo

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A good approach to Social Media Marketing

Posted by on Feb 19, 2010 in Social Media Marketing | 0 comments

What do most people and companies do wrong when they start marketing through social media channels? They lack specific objectives and a overall plan. They usually don’t know who they will be targeting. Forrester, a marketing research company created the acronym POST. This acronym is a methodology for companies to enter into social media marketing. The POST method helps to address common questions like “should my company have a presence on Twitter?”

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Using Social Media for Public Relations

Posted by on Feb 18, 2010 in Social Media Marketing | 1 comment

One of the advantages of using social media for business is that you get to meet all sorts of nifty people who share interests with you on both personal and professional levels. In today’s world full of new media and digital communication technologies, PR professionals have an immense opportunity to expand the reach of their messages using social media tools and applications. Social media has the potential to attract and hold the attention of a vast demographic of

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Reasons why your Business Social Media efforts aren’t giving you results

Posted by on Feb 18, 2010 in Social Networking | 0 comments

You heard about the Social Media buzz and what it could do for your business so you decided to get involved, after all it’s free marketing. However, 6 months down the line and the Social Media sites you’ve signed up with aren’t rendering the kind of results you would’ve liked. In this post I’ll outline a few points that could be contributing to the lagging results of your Social Media efforts. It is important to remember that Social Media is a powerful bus

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Simple steps to conduct a website analysis

Posted by on Feb 17, 2010 in My Insights | 0 comments

I receive requests frequently from business owners that would like me to look at their website and give an opinion on what I think. I am usually quite surprised on what I find. I always ask six questions before I conduct an analysis of a website. Initial questions:Are you happy with your site and online presence? What is the purpose of your website? Who do you want to reach with your website? Where do you want your traffic to originate from? What are you selling?

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SEO Secrets

Posted by on Feb 17, 2010 in Website Optimization | 0 comments

Recent SEO experiments show that if you link to the same page twice from any one page, only the first link counts for major search engines like Google. If your website has images linking to products before the anchor text link, it means that said anchor text link is not counted by the search engines. Instead the image link is counted as the first link. This has a negative impact on your keyword-rich SEO work. Use First Link Checker to find out quickly and easily if

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How Visible is Your Business on the Internet

Posted by on Feb 16, 2010 in General | 0 comments

If your shop is located in the back alleys of the city because of expensive rent prices at better, high foot traffic locations; you can expect to attract fewer customers than the guy up the road who has his business located on the Main Street. You might be selling a product or service at a competitive price that people need, however, because of your location you’re probably selling a lot less than what you could be. The exception would be your few regulars who kno

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Optimize your pages to get the “yes” action

Posted by on Feb 16, 2010 in SEO | 0 comments

The internet is all full of information. People are usually searching the web for answers or solutions that they are seeking. If the web pages on your website doesn’t give answers and doesn’t provide the information that your visitors are looking for, what is the point of having a website at all? With on page search engine optimization you can change this. All of your web pages should consist of information that is clear, concise and optimized. Give u

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Who should manage Your Social Media

Posted by on Feb 15, 2010 in Social Media Marketing | 0 comments

You’ve been told to start taking advantage of Social Media so as not be left behind so you quickly open an account on Twitter, add your corporate logo and a short bio. Maybe you throw up an elaborate background to make your page even more visually appealing, but now it’s time to Tweet and you’re lost. Once your Social Media account is setup you have to make a decision about who is going to be running with the account so it doesn’t become a white elephant like so many other corporate Social Media accounts out there. The main question you have to ask yourself is – Do I outsource or keep it in house? Pro’s of Outsourcing Social Media A Social Media manager is dedicated to running a results focussed and regular campaign. By outsourcing you will also receive monthly reports showing you what has been done and how effective it has been. Any Social Media campaign manager worth his/her salt will be an expert on Social Media. They will be able to devise strategy that remains abreast of what’s happening in the world of Social Networking. Have peace of mind by handing your Social Media campaign over to an expert that knows what goes and what doesn’t. Learning time is reduced when you compare to handling Social Media internally. A professional knows all the tricks of the trade and only needs to know a few things about your brand in order to capitalise on what Social Media has to offer corporates. How do I know if my outsourced Social Media campaign manager is doing his job? Firstly, whoever you choose to run your Social Media should know the essentials of your brand, products and services. If you find yourself having to keep a close watch on your campaign manager because of constant discrepancies you may have with what he/she are doing then you may as well be running your Social Media campaign yourself. If you’re a small business that wants to be a part of the Social Media revolution then I suggest running your own account. The best option is to run your Social Media accounts in conjunction with an Internet Marketing Agency. Work with them to develop goals and let them guide you until you can fly...

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