Listen and learn: how to rise above a social customer crisis

With an increasing number of consumers – and particularly those under the age of 25 –  expecting customer service through social media channels, brands have a new and highly visible opportunity to turn negative sentiment into public and positive advocacy. Successful social customer service, however, treads a fine line; if the brand takes too long,…

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Social media training – vital lessons from history part 2

In the last post we looked at figures from the twentieth century and the lessons that could be learned from their experiences when implementing brand social media training. In this post we’ll investigate some historical recommendations crowdsourced on Twitter over the past week. Don’t expect people to be interested solely in your news, get the…

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The rise of online influence: Part I

This is a two-part series exploring online influencers and their role in social media marketing. Part I looks at the reasons why a brand should focus on wooing influencers over journalists; Part II defines ways of identifying and measuring their influence. Traditional PR vs social media marketing Traditional media are longstanding powerhouses – politicians and…

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So apparently PR is the 2nd most stressful career

  So you may have seen a report on Twitter doing the rounds, that details the most stressful careers in the US. Now as a PR I don’t mind brand developed reports, as long as they are impartial, well researched and provide clarity about how they arrived at their conclusions. I’ve done a few myself…

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My social media journey of discovery

By Kate Eglinton Last summer whilst researching graduate positions in communications and public relations, I was drawn in by the social media buzz that has taken the PR industry by storm in recent years.  Social media seemed to be big business. With my curiosity piqued and a brand new Twitter profile, I decided to take…

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Cracking the CAP code

On Wednesday, we blogged about the new ASA regulations and some of the questions that it raised in relation to communications in the online space. It caused a bit of a stir. Whilst marketing, PR and social media professionals all seem to concur that ensuring vulnerable people can trust marketing communications in the online space…

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Does TV influence search?

Research from Ofcom this week shows that we are all getting better at multi-tasking. This evolution has been spurred by our need to juggle various communications devices and channels. Rory Cellan-Jones in his BBC blog asks if there should be a moral panic about the way we are all spending our time. With so much…

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Digital PR showing its SEO teeth

The lines between PR and SEO are becoming ever more blurred. Back in February, Matt on his InfluenceFinder blog asked “Is PR the next SEO or SEO the next PR?” Yesterday I came across a new eConsultancy Q&A with John Straw – thanks to the power of Twitter – that again looks at the merging…

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Social media gives sport invaluable link to fans

We are in the midst of the 2010 Tour de France and the race has come down to just two riders. Andy Schleck is just eight seconds behind “Berty the Accountant” (Alberto Contador) as Ned Boulting and Matt Rendal call him on their Real Peloton podcasts. It has been an amazing spectacle, cobbles, crashes, tears…

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