Community Management

Finding your target audience can be the easy part, but getting them to engage, click and follow is a whole other process.
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It doesn’t matter how well planned your social media strategy is or how good your product or service is; it is impossible not to receive negative comments on social media. Consumers are becoming more and more demanding, and brands are having a harder time meeting their expectations. So,…
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During the pandemic, we began spending much more time on social media and interacting more with brands online. Resulting in brands having to adapt and very quickly. Now, the restrictions are easing down, but audiences still have those high expectations of brands to communicate well with them, especially…
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In the past year there has been an increasing trend of brands using their social media platforms to support various causes. Social media has shifted from a place of ideas sharing to one that educates and inspires. Supporting a good cause on social can be one of the…
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  Designers know more about ‘trusting the process’ than anyone else. Though what we all need to understand is, there is a process to everything that we do and without trust and patience, we can falter at the first hurdle. When it comes to ‘Trusting the Process’ on social…
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Employee advocacy has moved centre stage in social marketing. It is accelerating as a program, pushing out its messaging in all new ways and putting employees at the forefront of business promotions and campaigns. What is driving this rapid increase in employee advocacy across social media, and what…
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It may not be the new kid on the block, but please, no ageism here! The Facebook platform is still VERY important to the digital ecosystem, in fact, it’s top 3 according to Comscore. So we’re here to give you the checklist of your…
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Welcome to the new 20s, where not taking action or being silent are no longer options for organisations. The importance of inclusion and diversity is here to stay. There is no room for brands to sit back and act passively. Why? Well… consumers are becoming more demanding and…
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If you need some practical tips about community engagement on social, you’ve come to the right place! Audiences, whether in B2B or B2C are very unforgiving when it comes to how brands engage with them – more than ever, we want brands to be fast, human, clear and…
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A few weeks ago, we wrote a piece on when it was best to stand out from the crowd, and if done right, can create some truly engaging content that sees other brands jumping on your bandwagon. The most recent occurrence…
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As part of its analyst day overview, earlier this year, Twitter released a series of potential new features they hope will boost numbers and aggressively grow their user base over the next three years. Including various new subscription-based features, which will enable creators to monetize their Twitter following:…
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It’s that time of the week again – time for your social snapshot! We’ve got a round-up for all of the latest happenings on social media. So grab a coffee and get up to speed    Facebook announces new features for IWD With International Women’s Day coming…
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With so much change, disruption, and discussion around what’s next all around the world, it can be difficult to stay in touch with what really matters at the moment. For a brand on social, if you aren’t on top of key trends, how people are feeling and why…
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Here we go again! Another rundown of the latest happenings in social media from the past week. So, sit back, grab a coffee and enjoy another edition of Social Snapshot!   Twitter is caring for the customer Online shopping is becoming increasingly popular and this means your digital…
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To save you a long read if you are not here for the why: there isn’t really a best time to post on social media, or rather, if there is one, it can change overnight, depends on a lot of factors, and ultimately, doesn’t really matter. Let’s explore.
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It’s that time of the week again – time for your social snapshot! We’ve got a round-up for all of the latest happenings on social media. So, sit back, enjoy, and take it all in!   TikTok Launches it’s first LiDAR-enabled AR effect With AR set to be…
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New year, new… well, nothing? If you’re feeling like nothing has changed and the world of social media is as exhausting as ever, we’ve collated a few best-practice thoughts for you – you’re stronger than you think! Be agile, not fragile Change is the only constant… who said…
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It’s been a BIG week for social news. We’ve seen new features, new partnerships and details about what’s to come from all of the top platforms! To help you stay on track, we’ve rounded up a few articles… Let’s get stuck in   Instagram’s testing FAQ’s Instagram is working…
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Building your brand personality on social will set you in good stead for the future – more than that, it’ll ensure your audience understand who you are and what you stand for, building up brand trust. The key to building this up is consistency – write in a…
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  2020… what else is there left to say? A soul-sapping, up and down rollercoaster of emotions that has forced some to do the unthinkable. Yes, that’s right people. Christmas trees are sprouting up in front-rooms across the UK as families and friends alike look to ’light up…
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  I am always a bit shocked when I discover there is no strategy behind marketing – how on earth do you know if it works if you don’t know where you’re going? So, when I heard that somewhere between 50-60% of branded communities have no strategy or…
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It’s been a whopping ten years since Instagram launched and changed the face of social media. Feel old yet? WE DO! So, first things first, HAPPY BIRTHDAY Instagram!   From the selfie revolution to the rise of the influencer, IG has helped shaped the digital revolution and has…
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You know the question – anyone working in an agency that specialises in social media has heard it before. Do you have a quick social media guide I can send through the company? Or Is there a one-sheet with all of the image sizes for each platform? You…
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LinkedIn has been historically reticent to give in-depth follower information, or it has at least limited follower-specific features. When it brought back the option to invite your connections to follow your company page late last year, it implemented a limit of 50 invites per page manager, per day.
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The current climate is changing our perception and view of what the word “community” means. If you’re unsure what you should or shouldn’t be using in your messaging right now – the first task is to listen to your audience. Discover where they are – which channels,…
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75% of users never go beyond page 1 of a Google search query. To reach your audience effectively, the key is to know what their interests are, and what questions they have. To achieve that balance, you need experience and a few choice tools that can make all…
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Very few of society have faced anything like what we all front up to today. Fluid developments continue to alarm and challenge us. Businesses have been placed in a period of uncertainty whilst they seek support from the government. For now, all we can all do is follow the…
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In such unprecedented and uncertain times, social media platforms have become the go-to for keeping up to date with the latest news regarding Covid-19. Earlier this week we reported that social media activity had risen 25% over the last two week period – and this percentage is…
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If you, like us, find yourself suddenly working from home, figuring out new technology and ways of staying connected and bonded to your team on one hand, as well as navigating the current landscape in marketing on the other, we’re here for you. Rapid change and uncertainly can…
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At IF we love all things social. So, we’re always interested in staying up to date with the latest happenings and bringing them to you in our weekly Social Snapshot! Read on to find out what’s been happening in the past week……
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Let’s be honest, we sometimes overcomplicate marketing activities. Planners can be accused of planning a plan to create a plan. Creatives are claimed to create complex artwork for the sake or showcasing their talent. Strategists are believed to strategise the best approach for strategic construction of a tweet in…
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Search engine optimisation (SEO) is a critical tool for any business as it can ensure you stand out in a very crowded online environment. But did you know that social media also has a part to play in your SEO plans? How? By tying into what Google looks…
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Creating and finding content to share on your social channels never ends, it is a lifelong commitment. And it is true that timely content is crucial to engage your following. But you don’t need to pressure yourself on just creating newsworthy posts; evergreen content can be posted in…
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If the last week few weeks in the world of social media x politics have taught us anything, it’s that the public does “give a toss” about the cut and thrust of social – even if this politician doesn’t think so. In October 2019, Twitter…
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Starting anything new can be scary, and for some, social media marketing is no different. Whether it’s a brand new channel to you, or you’re testing new content, new paid strategies or going after a new audience, there’s an element of bravery needed. At IF, we’re always aiming…
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If you’re reading this, you’re probably already familiar with the Business Manager on Facebook, and perhaps using it to great advantage in your paid social strategy. For some, the next step is considering markets outside the UK… nope, I’m not going to mention the ‘B’ word! Having attended…
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Episode 2 *spoiler alert* don’t read unless you’ve watched! Since its move to Channel 4, Bake Off has offered advertisers the opportunity to be part of this cake obsessed community for 8 weeks of autumn. After the initial move to a commercial station (which came with some negativity), advertises…
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We all know that the slick, stand out visuals are important when it comes to telling your brand’s story, but have you considered the importance of incorporating user-generated content (UGC) into your strategy? Sifting through the masses may seem like a daunting task, but that unexplored pool of…
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Another week has passed, and my, what a week it has been! We’ve rounded up the best articles and updates, just for you. So, carry on reading, and we’ll get you up to speed with the latest happenings in social in no time.   Sorry, ads are coming to TikTok.
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It’s a fact! Studies show that most consumers expect a sharp response from brands on social media, and with an increasingly large number of users turning to social to complain and review, it’s crucial brands get their customer service bang on the money! On Twitter, the average user won’t…
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  The key to every great relationship is listening, am I right? Whether that’s boyfriend and girlfriend, teacher and student or brand and consumer – everyone wants to be heard and listened to. Right now, on Facebook or Twitter there could be a customer or potential customer of yours…
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JD Wetherspoons has announced its exit from social media. You’re bound to have plenty of questions. Why come off social media? Will it hurt the brand? How about the long-term? Should other brands follow suit? We’re giving you the answers in this Serious Social. As a single-brand operator, the…
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  Many of its 44,000 Twitter followers were shocked at yesterday’s announcement that JD Wetherspoon will be closing all of its accounts across all social media platforms. The reasoning behind this bold decision however, remains relatively vague. Wetherspoon’s CEO, Tim Martin, listed a few reasons why he’s calling it…
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Last week, Mark Zuckerberg made a bold statement about his plans for 2018. With the aim to fix and improve the social network, he stated that big changes will be made to Newsfeed. The algorithm will now prioritise user posts over public content, such as posts from…
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  So, a six-year-old can now be on Social Media? Yes, you read that right! Facebook have released an App that targets parents with children younger than 13. This is Facebook’s first product aimed at children and they are not the first to focus on this large, untapped…
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Want to join a Facebook group in the not so distant future? Well, get ready for a quiz. But why? I hear you ask. Well, Facebook is ramping up its admin tools to help admins certify users that seek access to join their group. To access this new feature…
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The expertise, guidance and knowledge that CEO’s have to offer is invaluable! Tap into your CEO’s brain by putting them forward as ‘thought leaders’ on social media. Raising awareness for your business, attracting new potential customers and creating a community is the start of a long list of…
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    It’s safe to say that the use of visual content is going to stick and there is a wealth of data that can be used to support the benefits of this type of content. On average, visuals perform 4.4 x better than text-based content and as…
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How many times have you swayed away from social content, thinking, “What pile of absolute fluff?” That’s right- you are todays customer- a well-informed, savvy and socially aware individual who has access to vast sources of data which hold the truths & certainly the untruths of a brand.
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We are all winding down for the festive period, and with that in mind, we have compiled an easy to digest blog consisting of 3 useful infographics to read… While you are eating your cold turkey sandwiches As an alternative to watching the Queen’s speech While feeling sorry…
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Building a relationship with your viewers is key and what makes YouTube stand out from the social media crowd. YouTube’s recent updates shows their dedication to making conversations within the YouTube community easier and more personal. Here’s a handful of YouTube features giving video creators more control over…
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Facebook is rapidly becoming the all-singing-all-dancing internet within the internet it has been aiming for for years. Here are a few functions Facebook products have that you might not know about: PAGES Pages is one product by Facebook…
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We have all been fans of Buffer for a while here at Immediate Future. For those that do not know, Buffer is a content curation and scheduling platform. It’s great for recommending content, posting, and seeing the success of this activity. It plugs in to…
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  As a community manager I get to see the back and front end of a lot of audience platforms. Seeing the content that resonates on a community feed and then ‘popping the hood’ to see how the content actually measures up against other posts and types of…
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  Drake is one of the most famous rappers in the world right now, and is currently sitting at the top end of most music charts. You are probably thinking, “What does Drake have to do with social media?” and why are you writing a blog about him.
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Tone of voice is no longer simply a case of using your corporate brand tone on social – you now need specific guidelines (or the opposite, depending on your brand!) for social channels. Now, I’m not necessarily talking about the marketing messages, the sales posts or the brand…
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Are you a fan of Hunted, the Channel 4 fugitive chasing reality tv show? It’s been great, hasn’t it? The mind games, the use of technology, and that thrill of the chase. What’s also been great has been their use of Twitter. The social media platform famed for hosting…
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Welcome to part two of our Q & A with two of the industry’s leading digital marketers: Alex Ayling, Head of BBC Worldwide Digital Studios and Nick Moxham, Head of Digital, Universal Music TV. In case you missed part one which focussed on Alex, you can view that here:…
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Real-time engagement has been a real buzzword in 2015, but is it easier said than done? And how far are brands pushing the concept of real-time engagement? How realistic is it for brands to be ‘always on’? These are all questions that have been bandied around the industry…
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Over recent years, many football fans have felt disconnected from their football clubs, and largely due to the wealth gap, disconnected from players too. With the increasing popularity of social media amongst sports fans and the growing acceptance of its importance at executive level, here are some of the…
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Governments, not always naturals for open government and publicity, are hoovering up opportunities to develop their cyber presence via social media. Perhaps in defiance of what we recently discussed in this blog on a retreat among UK investor relations professionals, both private sector boardrooms and governments are starting…
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Do you wake up in the morning and look forward to tweets from brands? Me neither. If someone decides to follow your company, it’s a massive deal. They’re allowing you to enter a news feed most likely to be populated by family, friends and colleagues. The opportunity to…
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We’re in the middle of the summer silly season – traditionally the time of year when there’s little actual news to report (unless of course, you consider air conditioning being sexist as headline news). And this is just as important for a social media strategy…
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So, you’re using Instagram to engage with your audience and share valuable content? Whilst this is a great use of the tool, there will be many customers who have not seen your marketing efforts and are not aware of your account. How can they be found amongst the millions…
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LinkedIn has just made a major change to the way brands can interact on the channel. They have just enabled company pages to respond as brand (as opposed to individual company members). Why is this significant you ask? Because it’s totally out of character for LinkedIn…
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Customer service – a bugbear of many consumers, and the source of much frustration. Social customer service has long been seen as the much-maligned poorer cousin of traditional channels (call centre and email). But has the tide started to turn? According to Dimension Data, 35% of…
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Twitter has been getting a lot of column inches recently for all the wrong reasons. For starters, though it launched officially in 2006, the company has yet to turn a profit. In 2014 it reported a pre-tax loss of £372m, despite raking in £908m…
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When it comes to customer service, consumers now expect to interact with the brands on their own terms – they want to receive a prompt response, on the channel of their choice, and a quick resolution to their problem. To put this into context, if a customer phones…
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  For small business owners, automation tools can be incredibly useful things. But, like all tools, relying too heavily on social media automation will end in tears. Maintaining a brand identity and personality on social media is an important part of the relationship you want to have…
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On 26 April, I’ll be running the Virgin Money London Marathon for the very first time. My IF colleagues all think I’m completely bonkers, and after 5 months of (barely) training, I’m starting to agree with them. Why is this blogworthy, you may ask. Well, despite…
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How many social networks do you have a personal account on? Now think about how many you actually use on a regular basis – those two numbers will most likely be different, and from a personal perspective that is not necessarily a negative. Now ask yourself the same…
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Last week Facebook and LinkedIn announced their intention to focus on social enterprise. Facebook at work launched with small scale trials by invitation. It functions like Facebook, but allows for a separate login and the opportunity to keep work and personal separate. LinkedIn, already considered the…
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Bing, the Microsoft owned, ever-growing search and data resource has returned its translation feature to Twitter-owned monitoring suite Tweetdeck. Originally introduced in July 2013 the service offered users a two click option to get quick and dirty translation of any none-native language…
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Nearly one in two people in the UK will get cancer. But, as we learned from Amanda Neylon, Macmillan Cancer Support’s Head of Digital at the Social Speakeasy, 38% will not die from the disease. Macmillan exist to improve the lives of everyone living with cancer. Engaging and inspiring others…
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https://vine.co/v/OKThEbnxZv1 Having managed communities spanning from global secret music parties to Euro-wide white goods brand, and having been lucky enough to have had both the freedom to experiment with new platforms and new types of content, with the discipline of strict brand guidelines and superb customer service;…
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Last week Katy Howell and Tom Ball shared their insight and experiences in b2b lead generation through social. Get up to date on key takeaways from their live discussion here, and discover the difference that creating and distributing valuable, relevant and consistent content can make to attract your target audience…
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Ever since my first day here at immediate future I have taken a real interest in social media crisis management. It was my first social media project and I really enjoyed researching and reading about crisis management cases. I discovered many different success stories and found an array of horror…
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  Twitter analytics service SocialRank is expanding its service to further evaluate the people who are following you on Twitter, giving you the option to segment your followers by location, keyword searches and a combination of the two. The original version of…
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Lithium customer service management tool, used by services such as Spotify and Post Office and Skype, plans to incorporate its, recently acquired, online influence scoring app; Klout into it’s monitoring system.
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Hootsuite quietly ushered in a rebrand and updated service offering overnight, but it wasn’t long until Twitter feeds were booming with the news. The familiar owl icon has now been replaced with what resembles an avian Darth Vadar. Hootsuite has definitely met the dark side mirroring…
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Over the past year or so a new model of community management has emerged, long gone is the 90-9-1 model. Passive observers are minimising and hyper contributors are increasing, motivated by the sheer desire for social recognition. People have greater accessibility to contribute and are more…
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Many marketers recognise the advantages in using social media, but those sentiments aren’t always shared. Particularly by the board. So the challenge is how to prove social value? We invited Richard Clark, former Online Controller at Argos.co.uk and a founding member of the Marketing team at Best Buy in the…
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In the wake of the terrible tragedy at Corpus Christi Catholic College yesterday, where 61 year-old beloved teacher Anne Maguire was stabbed by one of her own 15 year-old, pupils, my thoughts turned to the difficulty in policing social media. In a situation like this, where the identity…
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What is real-time marketing about? Responding to customers, following trends and ultimately creating a strong, relevant relationship with your audience. It doesn’t sound so bad when you sum it up like that. But real-time marketing is easier said than done. Our research report ‘In the…
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I doubt you’d ever think of Zuckerberg strutting his stuff on a high fashion catwalk, but how about a super model owning a social network? Flame haired super model Lily Cole has done just that, making her first steps into the social media realm with the launch of her…
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Whether it’s writing headlines for blog posts or creating content for Facebook, Twitter or LinkedIn, the key to creating great content is testing. Test everything – from the topic, to the length of post, to the image and time of day – it requires constant testing and optimisation to find…
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Two-thirds of brands manage real-time social engagement in-house, but half have other marketing roles too. Our benchmark report on brands in real-time social media shows that 50% of those at the coal-face of social engagement are also managing other roles in marketing and communications. So…
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Being head hunted by a leading social media agency is a massive compliment and also quite daunting. When it comes via social media, then you know you have pitched your professional personality well, that someone sees you as a potential employee! When I was originally contacted by Indiana at immediate…
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To be an excellent recruiter, you must be an excellent marketer. Although the stereotypes in personal attributes to these two careers seem poles apart, the link between them is getting stronger. It is no longer about job boards or who you know (although that does play a part). It is…
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Key to any effective social media strategy is the ability to monitor what people are saying about your brand across social networks, blogs and forums. There’s a wealth of data available at your fingertips –  the challenge is how best to turn that collated data into real-time actions. We…
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Real-time marketing is a hot topic right now. Gone are the days when it was acceptable to schedule tweets and Facebook posts to go live during an event, it’s now all about real-time social media marketing and the ability to display near-instant creativity. Social media itself is a perfect fit…
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The ever dividing gap of age generation is now so evident within the digital sphere of social media. With statistics evident of teens turning from Facebook or Twitter it’s safe to ask what the social media platforms are they turning to have or don’t…
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Having a firm grasp of Facebook advertising mechanics is a must when it comes to social media marketing. Any creative campaign can be turbocharged by way of Facebook ads, assuming they are managed effectively and optimised in real-time. But Facebook doesn’t always make it easy for marketeers to get started,…
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Sociology is the study of social change, how we live our everyday lives and how we interact with other human beings. The evolution of the internet has erupted a social shift in how we interact and communicate, with offline human behaviour being replicated through popular…
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Since the interview aired on BBC Newsnight less than a week ago,  social media commentary about the Brand v Paxman debate has exploded. On the official BBC Newsnight YouTube upload of the interview, there has already been 7,562,772 views: that’s a whopping 1,260,462 views per…
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Last Thursday British Gas tweeted this: Our Customer Services Director Bert Pijls will be taking part in a Q&A about our price rise at 1-2pm. Tweet your questions using #AskBG! — British Gas (@BritishGas) October 17, 2013 The company already has…
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As social media, connectivity and the web in general continue to evolve and transform our lives, the crossover between social media and behavioural science is becoming ever more evident. Even though I’m not a psychologist, I found the article written by Sean D. Young on TechCrunch a…
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Who hasn’t been trying to monitor their online performance and hit a road block because you can’t access the proper tools? Maybe you’re up to your eyeballs in meaningless figures and graphs? All you need is a little context, some simple analysis, a general overview – but you don’t…
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  © Kenichi Nobusue ”My social networks” Photo. Attribution 2.0 Generic  There is no simple answer to running a successful business but those who do often rely on business instinct. It could be a sixth sense that leads you to success, but sometimes it’s best…
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