@twitter handle – are you in the 30 minute response league?

English: jacket cover of Dominate your market with Twitter – UK edition (Photo credit: Wikipedia)

Does you company have a dedicated and real time twitter handle for service to your customers? Be it for your product or service or promotion?

Well, if your answer is yes, then you are in a special 23% league! Yes. As per a survey by simplymeasuredthat’s the percentage of companies which have a service-handle on twitter!

But whats the point if you have a handle, and take eons to respond to your customers? Today, with social media at the touch of a mobile screen 24/7, every minute of delay in your response is adding up to the dissonance in the customer’s mind.

In the same survey, not many of those 23% companies responded to the tweets coming in, within 30 minutes!

And that is a big big fail!

So, have a service twitter handle only if you man it real-time and 24/7/365.

Else, don’t have one. Period.

Does your organisation have the soc-med ecosystem to pass the 30 minute response test?

If you say YES, you are in the 30-minute response league.

Related articles

• Top Brands Using Twitter for Customer Support (marketingprofs.com)
• Report: 23% Of Top Brands Have A Separate Twitter Account For Customer Service (marketingland.com)
• How to Handle a “Wine-er” on Social Media (wineglassmarketing.com)
• Social Customer Service Lessons from 280 Tweets Over 26 Days (radian6.com)

Social media – Is there a crisis brewing somewhere out there?

#bdi Social Reputation Management Conference NYC March 2010 (Photo credit: ShashiBellamkonda)

Its become sort of fanciful or on the other extreme paranoia to keep chanting about an impending social media crisis, for the organization. To be ready to handle any social media crisis that will dent the reputation is now widely discussed and advised all over.

Yet, sometimes, it is not being prepared to handle of face such an event or online burst that is wanting – rather, it’s the vision or wherewithal to see a cropping up social media crisis for the organization and the ability to act post that, which is an impediment to effective crisis management.

So, what are some of the signs of a social media reputation hit, brewing in out there?!

• Is there any unusual buzz around your brand (product, service, or people within your team) in the online space? Do you see some strange mentions about any of these, which has not been noticed earlier? This is something which is a pointer that you must take cognizance of the social media buzz, and probe to what may have triggered this. Yes, there is a possibility that this could be positive buzz. But, the cardinal rule in social media reputation management is this – unusual buzz tends to be more inclined on the negative side. A service issue, or a misdemeanor by someone in your global team is more likely to generate a discussion or post, that something good.
• Has there been an event that has occurred somewhere, where you foresee a lot of buzz? Could be a part failure or lack of retail-end availability of your offering. Or just anything like that. Its imperative that you watch out the social media buzz in that region with alacrity. When you know that there could a negative buzz coming in, its easy to deploy the necessary people and tools, and take up and address queries, and have a social-response hierarchy in place – effectively dousing the negative buzz, before it flames your reputation.
• Has someone in your senior team, be it even your CEO or someone in the top echelons of the organization erred in the manner in which some issue has been communicated to the media, or even in an one of one interview, which has been quoted out of context, and is beginning to set a negative reputation spiral? Good reputation managers, backed by their real-time experience can see the coming in such situations. In such cases, it’s easy to be prepared with an effective response, and even post it to all media, and in all social destinations, and then also handle individual queries on a case by case basis, as the situation or kind of media demands.

Here are just three illustrations that give the reputation manager or social media commander a feel of what could be coming in, and how it must be handled effectively to ward off an evil strike at the reputation base of the organization.

Logically, these can be extended to more permutations and combinations across geographies and various social destinations to serve as reputation hit forecasts.

Related articles

• Designing a Social Media Policy That Actually Works in a Crisis (cksyme.org)
• A List of Do NOTs to Include Within Your Social Media Crisis Plan (melissaagnes.com)
• Putting Social Media to Work: An HBR.org Insight Center (blogs.hbr.org)
• CKSyme.org – 5 Elements To Have In Place Before A Crisis Hits (cksyme.org)
• A #CustomerExperience Everyone Will “Like”! (avaya.com)

Wild ‘out-sourcing’ of “reputation”, or ‘owned’ engagement?

English: Reputation management graphic that breaks down the elements of reputation management and how they fit together. (Photo credit: Wikipedia)

This might sound banal, but this is a harsh reality that can be re-stated a hundred times – the advent of social media, and its proliferation in our lives, has completely morphed the face of contemporary public relations!

Earlier on, even a couple of years back, we communication professionals worked in our own silos, even cutting off from the ground realities of the organization and the media landscape out there! It was a closed world, and the PR folk determined what can be and must be communicated to the rest of the world – and the tools like media briefings and press conferences came in handy in this one sided communication! Even better, PR enjoyed the luxury of entertaining and enjoying the luxury of selective coverage with ‘cultivated’  media (in my opinion, that’s a huge fail – there is nothing like cultivated media – you only get as much mention as your content-worthiness!)

With the arrival of the social world, those small joys are dead and gone! It’s a democracy of communication both within and outside the organization – the people in your company, and those in the outside world are more informed, and in no time, by the power of social.

You may shy away from conversation; and you may think you do so for the right reasons! Even as you do that, the tools of the social world are making sure that somewhere out there, there are a hundred other voices cooking up a storm in your reputation tea-cup!  If you are not pro-active in informing first, and creating engagement islets with all your stakeholders, then your reputation management is being unwittingly outsourced by you to the entire world!

If you are in today’s public relations business and doing something akin to the above, you must be crazy. And not that, at stake is your own reputation?! Saner communication professionals will never do that!

Step forward, communicate first and right, and willingly engage…    when you do that, you own the engagement, or if not own, you are well in control of your reputation!

Own the engagement, and never ever outsource reputation management – willingly or unwillingly!

Related articles

• Virtual Image: A Closer Look (naseemspeaks.wordpress.com)
• Social Media Crisis Management For the Skeptical Corporates: 4 Essential Steps (melissaagnes.com)
• How The Best Brands Create The Best Reputation Online (veribo.com)
• ONLINE REPUTATION UPDATE: Reputation Management Companies Offer Essential Services to Global Community (prweb.com)