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Watch out: Buffer just got buff-er!

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 pretty much every platform and third party tool you would…

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Governments open up with social media

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 to see social media as necessary, rather…

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Twitter hatches messenger platform

The micro-blogging site Twitter recently dropped its 140-character limit from direct messages, in what less-is-more puritan fans saw as infidelity to its one-liner ethos. Already struggling as a loss-making social media platform, with fears for its sustainability, Twitter has braved the raised eyebrows and thinks it is onto a crucial positive with the move. Ever…

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Is social customer service overtaking traditional channels?

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 all customer service interactions are digital, and if growth continues…

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It’s not a crisis, it’s an opportunity

More often than not, when customers are frustrated about a bad service or bad product experience, they will take to social to vent their experience. In doing so, this allows others to jump on the bandwagon and start chiming in with their equally awful experience. In many cases a quick, useful and polite response by…

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5 Tips to Help Manage Crises on Social

Before the early noughties launches of Facebook, Twitter et al, news cycles were longer and managing crises was a whole lot easier. Why? Broadly speaking, you only had to worry about the media backlash. Today (as we all know), social has added another layer of complexity. The slightest error can create fodder for the Twitteratti…

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