So you have a handle on Facebook and Twitter. You may even blog a little. Think you have it covered? Sorry – not even close. At NettResults we break social media sites out into three levels:
Tier 1: Register and engage
Del.icio.us
DocStoc
Business week's Business Exchange
FaceBook
Flickr
FriendFeed
LinkedIn
Scribd
SlideShare
StumbleUpon
Technorati
Twitter
YouTube (also Vimeo, Viddler, Revver & Yahoo video)
Tier 2: Set up branded profiles, use as warranted:
Digg
Google Groups
Windows Live Space
Yahoo Groups
Tier 3: Claim your name and monitor
Bedo
Brightkite
Friendster
Gather
Identi.ca
Imeem
Meetup
Multiply
MySpace
New York Times (TimesPeople, NewsWeek)
Ning
Orkut
Piscasa
Plurk
Spoke
Tribe.net
The hard way: go to each site and do what you have to do.
The easy way: call a reputable PR agency such as NettResults and that agency set up and engage social media sites for you.
Monday, August 10, 2009
Thursday, August 6, 2009
Three Steps for Positive Crisis Communication when dealing with Online Social Media
In March, The Home Depot found themselves in a crisis situation due to a picture taken in-store and posted on a blog site. The company had done nothing wrong, and a good-natured employee had done something they thought was customer focused, but it turned out to hurt the company.
Whether it could be a sting of customer complaints on Twitter, a clutch of employees blowing off steam on Facebook on a Friday afternoon, or someone posting company video on YouTube – organizations are increasingly finding themselves in a crisis due to the avalanche of online social media sites. And don’t even get me started on the Dominoes Pizza YouTube debacle.
The threat comes from two groups of people – the harmful insider and the pissed-off outsider.
So what, if anything, should a company do to protect itself in online social media?
1 – Be prepared. First and foremost, this means paying attention to the conversation in places such as YouTube & Twitter, and where possible social media sites such as Facebook. Have people who understand the capabilities and etiquette of the forums.
2 – Don’t overreact. Hyperbole’s the stock-in-trade online. Not every action deserves a company response.
3 – Get in the game. When it’s time to respond, use the medium where the offense took place. Provide value with new information, and be sincere.
This is just the beginning...
Whether it could be a sting of customer complaints on Twitter, a clutch of employees blowing off steam on Facebook on a Friday afternoon, or someone posting company video on YouTube – organizations are increasingly finding themselves in a crisis due to the avalanche of online social media sites. And don’t even get me started on the Dominoes Pizza YouTube debacle.
The threat comes from two groups of people – the harmful insider and the pissed-off outsider.
So what, if anything, should a company do to protect itself in online social media?
1 – Be prepared. First and foremost, this means paying attention to the conversation in places such as YouTube & Twitter, and where possible social media sites such as Facebook. Have people who understand the capabilities and etiquette of the forums.
2 – Don’t overreact. Hyperbole’s the stock-in-trade online. Not every action deserves a company response.
3 – Get in the game. When it’s time to respond, use the medium where the offense took place. Provide value with new information, and be sincere.
This is just the beginning...
Subscribe to:
Posts (Atom)
