Tag Archives: Social media best practices


Dec 26, 2012

What I’m Going to Figure Out in 2013 – The Continuum

It all started with David Siteman Garland’s recent interview of Seth Godin. About eight minutes in, David asks Seth about his blog and why he turned comments off. In a world of social media best practices, not accepting comments on your blog is practically a cardinal sin. Seth gives a very convincing reason why he turned them off, and why it has worked so well for him over the years (hit play below to hear the reason).

I was then interested in getting a steak. I saw an ad for the 1904 Steakhouse at River City Casino, which is actually closer to my house than I had ever imagined. I looked up their Yelp reviews and it was pretty mixed, and mixed in that mix were some reviews with biting, negative language. In fact, I wonder if Yelp encourages such prose, as you can rate individual reviews as “funny” or “cool.” The inner food critic is unleashed in all of us.

Well, I thought to myself, “This is a casino steakhouse; why are you surprised it might not be good?” So to reestablish a baseline of what a set of generally positive reviews might sound like, I went to Robust Wine Bar’s Yelp page. (full disclosure: yes, I’m a huge fan of Robust. You probably knew that already. I don’t own a part of Robust, nor do I work for them. I just love them). Their average score was indeed higher than the casino steakhouse, and yet there were still some negative reviews. This should not have been surprising to me, as it is impossible to please everyone. I know this – the people at Robust want to please everyone. They really do care. Those negative reviews may have been deserved – it’s entire plausible that great restaurants have off nights, or that particular servers have off nights. But those reviews bother Robust. Reading them makes it a lousy day for the owners. I hope they don’t mind me saying, but this should not be surprising to you: WE’RE HUMAN.

Which led me to consider a continuum of engagement. On the one extreme, you have Seth Godin, who rarely engages. Watch the entire interview with David – he really doesn’t use Twitter, doesn’t allow comments on his blog, and generally turns down all coffee/lunch/pick-your-brain invites. On the other side are heavy engagers that lay everything out on the line every day, engage directly with those that choose to disagree with them, and generally expose themselves for consumption by the general public (not that kind of expose, get your head out of the gutter.)

Where do I fall on this continuum? Where should I fall? Where should my clients fall? As I reveal in this podcast, when I “get into it” with someone online or off, it ends up pretty much ruining my day. Confrontation is not fun for me. And yet, I do allow comments on my blog, I do public speaking when time allows, I do debate when the topic is dear to me, I do go to networking events and have coffee with people. I do leave myself exposed to criticism (not in some heroic way – just sayin). Maybe I should be more like Seth. Maybe I would be less afraid to take chances, and more apt to get the important stuff done.

In 2013, I want to better understand this continuum and where I should be falling on it. Should I gravitate more towards the Seth-like cocoon?

What do you think? Please leave a comment below.

 





Oct 4, 2012

KitchenAid Twitter Debacle – Keep This From Happening To You!

The first presidential debate of the 2012 campaign was held in Denver last night. KitchenAid accidentally chimed in with a wee bit of an off-color joke. Naturally, their quip about President Obama’s deceased grandmother was none too well-received.

How can we keep social media interns and junior people from accidentally tweeting from the big important corporate account? Separate devices! One for your personal social media accounts, and another for the corporate accounts from which you’ve been trusted to tweet. Watch the video above, and let me know what you think in the comments below.

Kitchenaid Twitter Mess

A few other items of note: see the jpeg below that Steve Hartman tweeted me – a huge transparent plea by an employee of KitchenAid to the media. I do not have firsthand knowledge of what happened here, but my guess is a lower level employee made the mistake, and Cynthia Soledad is working her butt off to make it better. So hats off to Cynthia for diving in.

Also, it is clear to me that, when your communications snafu reaches CNN’s front page, then you really screwed up!

Here’s another story from AdWeek.

Remember the 25-second rule, people! (yes, I’ve upgraded from the 5-second rule). Review everything about your tweet for 25 seconds before committing it to the public domain.

Thoughts?
 





Jul 20, 2012

Honest Mistake? Or Capitalizing on Tragedy and Twitter Trending Topics?

Aurora

Was this just an honest mistake? A plucky young intern that just didn’t know what they were doing? Or was this an attempt to make news, to capitalize on tragedy and the resultant Twitter Trending Topic? You be the judge. I don’t even know what to think anymore.

It’s exceedingly hard to imagine anyone would purposely tweet this on a day like today. (For posterity’s sake, there was a horrible mass shooting in Aurora CO at the premiere of the newest Batman movie).

The tweet embedded, until they delete it:

In an admittedly pointless attempt to keep this sort of thing from ever happening again, spread it around like mad on Twitter, Reddit, Facebook and LinkedIn, and make this company feel shame. And I’d like to hear what you think in the comments below? What was the true intent of the Tweeter here?
 
 
UPDATE – apologetic tweets from Celeb Boutique

Aurora

 

My final take: it appears to have been one big colossal mistake. Their PR is not based in the United States. While this tragedy is likely a worldwide story at this point, it’s entirely possible their social media people had not heard about what happened.

For readily apparent reasons, I advise you to not ride the coattails of a Twitter Trending Topic without understanding why the term or phrase is trending. Things trend for both good and bad reasons. Once click on the trending topic “Aurora” would have shed some light on why it was trending. Sometimes it’s hard not to go 500 miles an hour when using social media. My best advice is to be extremely careful with your brand, even if it takes an extra 60 seconds to do some rudimentary research.

Faith in humanity: at least partially restored. Thoughts and prayers go out to the people of Aurora, CO.

 





Apr 25, 2012

I Only Want Positive Comments on my Blog

Rush Fitness Complex Facebook Fail

The grisly details (before they delete the post). Thanks to Scott Stratten for bringing this to our attention.





Feb 13, 2012

National Lacrosse League Makes Sports League and Social Media History

Philadelphia Wings lacrosse jerseys use Twitter names
As reported on ESPN, the Philadelphia Wings of the National Lacrosse League (NLL) have made sports league and social media history with a cool jersey enhancement. Each player replaced the name on the back of their jersey with their Twitter handle. I think this is awesome.

ESPN reports that the team did get approval from the NLL before making the jersey change. Here’s the NLL’s story on the game, which didn’t mention the jersey change much save for the opening line. Here’s a better story from the Toronto Star. Looks like the jerseys were auctioned off for the American Cancer Society, raising over $13,000.

I wish this had been my idea!





Jan 4, 2012

How Not To Use Social Media To Promote Your Brand

It sucks that I am still able to write a blog post like this in 2012! Here’s some recent social media engagement from Vinos Finos Cafe in Raleigh, NC:

Vinos Finos Cafe

 

After @Nick314 brought this to my attention, we tweeted back and forth a bit about it, including a few others in our conversation. Scott Stratten (@Unmarketing) called it a train wreck and a perfect example of how not to tweet. After this discussion, in which Vinos Finos Cafe was included, and in which we were kind but direct as to how we felt about their inappropriate social media effort, I received this tweet from Vinos:

Vinos Finos Cafe

And you can see I responded. Will it ever end?