Building an effective social media crisis management plan

Social media has brought organisations a wealth of opportunities including direct engagement with customers, brand-building, and a channel for market research, to name a few. However, this dynamic channel has also brought about a number of...
27 July 2017 | 09:00 am

Confessions of an Enterprise Social Media Manager

We recently hosted a webinar with Enterprise Social Media Manager, Tom Roberts, who kindly shared with us his experiences of managing 135 social media accounts for one of the UK’s largest Leisure Operators. In this post we provide a roundup of the...
20 July 2017 | 11:10 am

Why move towards social customer care?

Social media is increasingly the go-to channel for customer service delivery, sitting alongside the more established benefits of social media marketing, communications, engagement and brand or reputation building. Whilst the stats vary depending on...
13 July 2017 | 08:00 am

Barriers to the boardroom: closing the social media management gap

Social media was originally developed as a channel to network and engage in conversation with friends, family and colleagues just over a decade ago. However, over the years it has evolved into a global commercial machine with endless possibilities...
06 July 2017 | 11:51 am

6 social media metrics every social media manager needs to be reporting

More often than not when discussing the performance of social media channels, organisations will refer to the number of likes and followers, however this is not a true indication of how successful your social media efforts are performing....
29 June 2017 | 11:00 am

How to approach social customer service enquiries

How you respond to questions and enquiries on social media will somewhat be dependent on your industry sector (for example, business or public sector) and your organisations own unique values. It is important to define how social media users in...
27 June 2017 | 12:15 am

Enterprise Social Media: what does it involve?

Many organisations bestow their social media channels to the tech savvy intern or recent marketing graduate. Many of which have been delivering social media as though it were their own personal accounts, rather than a valuable enterprise asset with...
22 June 2017 | 11:47 am

Social media customer care starts with listening

According to Harvard Business Review, there was a 2.5x increase in the volume of tweets directed at brands in the past two years. With increasing volume and velocity of customer enquiries on social media, its essential you understand how to...
15 June 2017 | 09:30 am

How to write a social media policy

Many organisations embrace social media to engage the public or their customers, and influence their stakeholders. But often employees are able to post out via corporate social media channels without a social media policy in place!
09 June 2017 | 09:00 am

Six tips to help protect your organisation in a social media crisis

The cyber attack last month affecting the NHS saw around 48 hospitals have access to digital records shut down. Many GPs resorted to social media to inform patients that they were unable to access records, and that operations were cancelled and...
02 June 2017 | 09:30 am