Paula Berg: Turning Lemons into Lemonade: 11 Components of a Social Media Crisis Plan Not long ago, I was asked to give a presentation on crisis management to a group of "seasoned" professionals. As a history enthusiast, I racked my brain to find an analogy that would illustrate the magnificent changes that were taking place in communication. My mind finally landed on the 1960 Nixon-Kennedy presidential debates. "It would become the best known of all presidential debates, but nobody seemed to appreciate the impact that the first clash between candidates Richard Nixon and John Kennedy would have. Only time and history will tell what that one moment will be that marks the shift from traditional media to social media. While the specific details of each crisis varied, the key principle for managing them remained the same. When crafting a social media crisis plan, the most important thing to consider is not the various details of every possible scenario, but rather the reality of how people are discovering, consuming, and sharing information. 1. 2. 3. 4. 5. 6. 7. 8. 9. 10.
The Oldest Social Gesture: The Handshake « The Nimble Blog LEADING THOUGHTS Once upon a time (a year or so ago), I tweeted something, to which someone responded: “Hey, you should meet @alizasherman“. I no longer remember the particulars of the context, nor does it matter really. What matters is that through this Twitter introduction, Aliza and I virtually “shook hands”, mutually followed and started to build a “professional acquaintance” relationship, tracking each others’ personal and professional developments, commenting, tweeting and retweeting. One day, I came across a tweet from Aliza, stating that she is heading to San Francisco for Web 2.0, one of the leading conferences in the tech world. Aliza was presenting a session on social media marketing and was regretting that there weren’t many other women presenters. I drew her attention to the several awesome female presenters at Web2Open, organized by the fabulous Janetti Chon, which Aliza immediately appreciated. The example of how Aliza and I met is just that: an example.
Facebook Meets Charity - Live Discussions Jumo, the new social-networking site designed to give donors the ability to discover and connect with charities or causes, has received widespread attention in the nonprofit world since it went live on November 30. Much of that attention arises from its social-media bloodlines. Jumo is the brainchild of Chris Hughes, a co-founder of Facebook and the online architect of Barack Obama’s 2008 presidential run. As a result, Jumo faces high expectations—and is generating a lot of discussion. What should the nonprofit world expect from Jumo? Join The Chronicle on Friday, December 10, at noon U.S. You can participate in this event by clicking on the window below. More about Jumo: Video: An Interview With Chris Hughes Facebook's Co-Founder Seeks to Spark Giving More about social media Social Philanthropy: The Chronicle's blog about social media and charities Social Good: A podcast about how charities can use online tools to spread their messages
Yahoo Shutting Down Delicious, Buzz, Other Services Yahoo will shut down several of its Web properties, including Delicious, Yahoo Buzz, and AltaVista, according to a Yahoo presentation slide that was posted on Twitter. Other services on the chopping block include Yahoo Picks, AlltheWeb.com, Yahoo Bookmarks, and MyBlogLog. The slide in question, posted by MyBlogLog founder Eric Marcoullier, shows three rows labeled sunset, merge, and make feature. The aforementioned services were listed under sunset; services under merge include Fire Eagle, Upcoming, Sideline, FoxyTunes, Yahoo Events, and Yahoo People Search. "Part of our organizational streamlining involves cutting our investment in underperforming or off-strategy products to put better focus on our core strengths and fund new innovation in the next year and beyond," a Yahoo spokeswoman said via e-mail. Yahoo acquired MyBlogLog in 2007; Marcoullier is now co-CEO of social network OneTrueFan. Despite Yahoo's calm response, it appears that not everyone is happy about the leak.
5 Key Tips for a Successful Social Media Content Strategy Frank Marquardt is director of Content Strategy at The Barbarian Group, a digital services and creation company with an almost radical devotion to Internet culture and nice red Swedish Fish™. Good, smart, fun and relevant content should be at the core of any social media strategy. Great content should reflect your brand and give people a reason to stay engaged. That’s why it’s critical to build a content strategy into your social media campaign. These five content strategy techniques will build better relationships and earn your brand better results on the social web. 1. Everything you say on the social web should "sound" like your brand. Why are these little content snippets so successful? 2. Create a calendar that spells out what you’re going to say and when you’re going to say. Banana Republic’s tweeters got the memo. Macy’s and Walmart didn’t. 3. Why does somebody follow you? Compare that to Grey Goose, which hasn't tweeted since September 2010. 4. 5. Good content isn’t fake.
Looking For Social Media Experts ... Sitting in on the Marketing Technology Show Friday with Doug Karr and the folks at The Marketing Technology Blog, my friend Erik Deckers offered up a discussion question around the subject of “experts.” An off-shoot of the social media douchebags discussion, which I loathe (and said as much about several years ago), but one that is certainly worth having from time to time. As Erik pointed out, most people get Malcolm Gladwell‘s 10,000 hour rule wrong. Erik’s point was, thus, there are plenty of experts. In the podcast, we have a lively discussion (bandwidth issues at the studio causes the audio to break up a bit, but you can listen in the embed here) about experts and part of my opinion of the whole expert discussion is represented there, but I thought more about the topic a bit and wanted to offer a couple additional insights for the discussion. I don’t agree with Erik’s assessment, as finely argued as it might be. But this is not a competition. A penny for your thoughts?
Inside social media at Delta Air Lines -- a behind the scenes look It’s every travel brand’s social media worst nightmare: A video goes viral putting the company in a sour light. Such was the case for Delta Air Lines June 7 when U.S. soldiers returning from Afghanistan posted a YouTube video, complaining about how they were shocked that they got charged by Delta for fourth checked bags as they traveled in economy from Baltimore, Md., to Atlanta, en route to Louisiana. By the next day, the video was airing seemingly everywhere in social media and on big-time news shows, and Delta was being portrayed as insensitive to the military. Before getting more into the nitty-gritty of this particular social media crisis, here’s some background on Delta’s social media operation. Elliott says Delta couldn’t immediately make a decision on any remedial actions because the airline first needed to assess what actually had happened, and corporate communications, social media folks and various departments needed to speak with operations.
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The Secret Sauce – Free Advice for Ragu I have the simple goal in life to help as many people, companies and organizations find success. It is what I wake up every morning hoping to do. Because of that, I want to give some free advice to the team at Ragu , whoever their social media agency is and any company thinking about getting into social media. I’ve got the credentials to give this advice. I ran my own marketing agency. I just hope it helps. My free social media advice for today is in direct relation to Ragu spilling all over their own campaign. Twitter is a Conversation. As of me writing this it has been 19 hours since Ragu sent their last tweet. On Twitter when you send an @ message you are hoping for a response ( they sure did get one from me ). Would anyone think it was a good idea to walk into a party and scream “hey look at me” and then walk back out the door without saying anything else? Always Be Listening This is rule number one of the Internet and without it being a core part of your culture you are in trouble.