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MarketingMel talks with Carl and Bob on WJCW's Thinking Out Loud

MarketingMel talks with Carl and Bob on WJCW’s Thinking Out Loud

What are some examples of customer service you’ve seen in connection with social media that have worked well and worked effectively? That’s one of the topics we address on this  WJCW AM910 podcast of “Thinking Out Loud” with Carl and Bob (normally Carl N’ Dave but Dave was on vacation.)

I share a story of twitter being used to effectively manage customer service and a story of Facebook being used effectively on a political campaign.

Dave mentions Referral Key connecting him with potential voice talent work. We also discuss my “Three Ways to be a Shoo-in in Business and Politics.”

Enjoy this 12 minute podcast and please share with us some of your favorite customer service via social media stories.

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Theresa Decker, Jason Lamb, Mary Ellen Miller and Sarah Kinsler on the social media and teens panel.

Theresa Decker, Jason Lamb, Mary Ellen Miller and Sarah Kinsler on the social media and teens panel.

Recently I was asked to speak as part of a panel discussion on social media use and teenagers as part of a panel discussion at my church, Grace Fellowship Church. Below you will find the questions along with my answers as a parent and as someone who appreciates both the positive and the more dangerous side of social media. Of course Instagram, twitter, vine and Snapchat were named as some of the more popular platforms with today’s generation while Facebook still thrives among “old” people (read: parents.)
Introduction:
1. Before I share my interest in social media just a quick funny story about how the world is changing so rapidly. The other night I saw my 11 year old son doing what I thought was playing on the iPad and I asked him to put down the iPad and do his homework! Whoops! He said “Mom, I am doing my homework!” He absolutely was! He was  doing his vocabulary homework and looking up words on dictionary.com on the iPad. Point is: we must always be thinking in new and different ways and his version of how to do homework is quite different from mine (remember pencil and paper?)
I have worked in and around social media since 2008. As a parent I am very interested in staying on top of trends and keeping up with what is out there. I even look over his shoulder when he’s playing Minecraft just to see who else is or could be in on the game. I believe as parents we need to know who our children are communicating with online. It used to be we worried about the creep down the road at the playground but now that playground is a virtual playground and we need to be just as vigilant if not more so than before.

2. What has been the number one benefit of social media both in your
professional experience and your personal life?

My embrace particularly of twitter was a game changer in terms of getting me first interviewed by TV news when I first started my business and them actually creating a TV news series called “Social Media 101″ that aired on the evening news. I have been asked to do public speaking on many occasions because of my knowledge and use of social media. I have been asked to speak at conferences and on this panel because of social media. Sarah Kinsler and I will be attending a conference in Atlanta this week strictly on the basis of colleagues I have met through the #soloPR twitter chat I’ve been involved with since founding my business. In terms of my clients I have assisted my political PR clients with gaining a presence on social media for the past five years. Currently I am assisting Lisa Rice in her political campaign for Criminal Court Judge Part 1. At first she resisted going on Facebook because she uses it against people in court. Her view has changed now because she sees the importance of this new “word of mouth.” On a personal note Facebook enables me to keep up with dear old friends and family.

The MarketingMel team hammed it up when the discussion turned to #selfies.

The MarketingMel team hammed it up when the discussion turned to #selfies.

3. What has been the biggest threat/abuse/downfall of social media
that you have experienced?

The biggest threat/abuse/downfall of social media is probably the people who are using it for illegitimate means and who target cyber “victims.” You have to be savvy and I don’t think young children can always differentiate between good and bad. I also see how social media targets you by the demographics they have on you. If you don’t believe me, log on as someone else. I used to log on as a male client sometimes and would get completely different ads. I met a man at a conference who was considered a “god” of social media. He spoke all around the world on the subject. He had thousands of followers and “friends.” (Zuckerberg’s rewritten the meaning of the word friend) but this man tragically took his own life. The thing that absolutely makes me want to cry was the story of the young girl who had been cyber bullied and she took her own life by jumping off a tower. That was such a needless tragedy. BTW I make it my policy to never friend anyone less than 13 on Facebook. I just don’t want to have anything to do with a child that young on Facebook for many different reasons.

4. If you could communicate only one caution about social media to
parents, what would that be?

My caution about social media to parents would be that you must be vigilant. Do not bury your head in the sand. Find out who they are communicating with and what they are putting online. We all have a digital footprint that follows us from womb to beyond the grave. Make sure you know what platforms your kids are using and friend them and follow them.

Photos from our event were live streamed via Eventstagram.  We received very positive feedback from the parents who attended. What advice do you have for parents and teens concerning social media?

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Public Speaking is a great way to build your personal brand.

Public Speaking is a great way to build your personal brand.

Our personal brand is quite simply, how others perceive us. It’s what they think of when they hear our name and see our digital and in-person image.  As we move into the New Year let’s each take a quick assessment of our own personal brand and what we can do to better ourselves in 2014.

  1. Google yourself- What do you find? Is it fresh? Is it negative? Does it need a PR boost? I once advised a prospective client who was looking for start-up capital for a new venture to google himself.  A simple search produced a five year old negative news story about his business. I knew that if I saw that so would his potential investors. There are ways (creating blog posts for example) to drive the old and ugly down.
  2. Does your brand transfer to social/mobile? More and more consumers are on both social media platforms and mobile devices. According to Business News Daily, “companies will be finding new ways to target mobile devices and users.”
  3. How are you visually “showing” your personal brand? Have you made plans for a new professional head shot? If your head shot is more than a few years old it’s time for a refresh. (I’ve already made plans to see one of my favorite photographers, Tina Wilson, next week.) The article mentioned above states that Trends predictors are saying that with our short attention spans it will increasingly be a “show don’t tell” world.  How are you “showing” your personal brand?
  4. Who is your target audience? What communications channels are they using? Each year I look back at all of the new social media channels that I joined. In 2013 it was Instagram, SnapChat, WeChat (international) and Vine. I entered those channels because I’m a professional communicator eager to check out the trends, but there’s no question the “tried and true” of Facebook, twitter and LinkedIn are where I connect with most of my business contacts.
  5. How do you plan to promote your brand in 2014? Through guest media appearances? Your blog? Podcasts? Social media? Your e-mail signature? Video? Civic clubs? Chamber of Commerce? Winning awards? Take time now to assess what has brought you business in the past and do more of it this year.
  6. Do you have an editorial calendar planned for 2014? Remember, social media provides a tremendous opportunity for you to be both content creator and publisher. No one knows your business like you do! Create your own content and plan ahead for the seasonality of your brand.
  7. Are you or do you expect to look for a new job or new client in 2014? If you’re reading this you are probably interested in finding new jobs or new clients. Maria Peagler and I developed a free one-hour personal branding webinar for you that includes more profit-making tips at www.personalbrandinghowto.com.

Please share what you’re doing to successfully boost your brand in the comments section below. All the best of luck to you in 2014!

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It was the year of fun with social media. The “Harlem Shake” was all the rage at my SoloPR conference and elsewhere around the country. The word “selfie” officially entered the lexicon. We made vine videos and celebrated National Ice Cream Day July 21st with an instagram video. So what do we do to conclude the year at the holiday season? Our team is closing out 2013 with some more fun. Sarah Kinsler and I will be leading the Johnson City Leadership 2015 class in a sing-along this week with a rousing rendition of “12 Days of Christmas” with a social media kick. We’ll be performing wearing Santa hats with Keith Ford on guitar and  Jason Pierce on mandolin.  What do you think of the lyrics? Would you like to share them at your office Christmas party? Enjoy and Merry Christmas and Happy Holidays!

12 Days[2]

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REMOVEEditor’s Note: The following is a guest blog post by the very talented and always amusing MarketingMel associate Sarah Kinsler.

1. It’s a status, not a soapbox.

When emotions are running high, step away from the keyboard. The last thing anyone wants to see in their news feed is a public rant. Hey, maybe you should create a blog? ;)  But seriously, social media is not the place to advertise your political views or other controversial topics.

2.TMI!

Oh you have had awful diarrhea for the past three days? Thanks, thanks for sharing. Some things are better left unsaid. Remember content posted on the internet is forever.  If you wouldn’t mention it on a first date, you shouldn’t mention it on Facebook.

3. Fishing for Compliments.

If you are sharing a photo on your social sites, you obviously approve of the image. Posting a “selfie” then hash-tagging it #SoUgly or #awfulPhoto is just silly. We all know you like the photo, or you would not have posted it.

4. Game Invites

It really doesn’t matter how many requests you send, NEVER have I, nor will I ever play Farmville.

5. Vague Updates

Nothing screams, “I want attention!” like a vague status that hints something awful. “I can’t believe that happened,” or, “I received really awful news today.” What’s worse than posting one of these? Posting, then automatically ignoring your Facebook while your friends comment/freak out over your “situation. ” If it was a big deal, you would have told us what happened. If it was something you need to keep private, you wouldn’t have posted it.

And there you have it folks. These are my top five Social Media Pet Peeves. What are some of yours?

MarketingMel Associate Sarah Kinsler

MarketingMel Associate Sarah Kinsler

Sarah Kinsler is a 2012 ETSU  Public Relations graduate and  an associate with MarketingMel. She helps MarketingMel’s clients build their social media and public relations strategies. She is a former champion cheerleader and still coaches cheerleading in her spare time. 

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Remember playing the game of telephone as a child?

Remember playing the game of telephone as a child?

Steve Hawkins, a veteran news man and host of The Steve Hawkins Show on WFHG radio, recently posed these two questions to me: How are people now using social media to get their news? How has social media become a news source?  Steve said he was prompted to ask me these questions after the recent (local) Greene County school stabbing. Do you know where I heard about that incident? Twitter. I was checking my local tweets list on my phone and saw WJHL’s post about it. I told my husband about the incident as we were walking out the door to a First Priority fund raising dinner. That evening the Christian youth group used the tragic incident to discuss the need for the work that they do with youths in our schools.

I posed Steve’s questions on today’s “airwaves” and was overwhelmed by the quick response on both twitter and Facebook. Here are a few of the stories people shared with me.

Last summer (2013) Johnson City videographer Kyle Long of Digital-fridge, was shooting a tourism video for the town of Damascus, VA. Suddenly, an elderly man suffered a medical issue and plowed into a crowd with his car. No one was killed but there were several serious injuries. Kyle took and posted the photo of the car crash to twitter and Facebook. Within ten minutes of his tweet, ABC/New York called to ask permission to use the photo. He told them “sure” and his photo was blasted out to ABC news watchers around the globe. This actually poses an interesting ethical question that Kyle and I discussed. Who becomes the gatekeeper?  What if Kyle had taken a photo of “just any car” and said it was the one to plow into the crowd? In today’s rush of citizen journalists does the “first to post” win?

Apparently lots of news hounds like me monitor twitter. My intern Emma Brock said that when Soledad O’Brien visited ETSU she said she usually saw her news on twitter first- and then she would check her sources for the facts.Ted Bradford of Shop Local says that The Weather Channel’s Jim Cantore retweeted his photo of downtown Johnson City flooding within 15-20 minutes of posting.

Of course there can be a downside if you don’t check the facts. My associate Sarah Kinsler says, “The way social media is used for news often reminds me of the game “telephone” … “what happened” changes as it’s being passed around person by person.” And former MSHA Vice President Ed Herbert adds, “Locally, there was the situation where MSHA was closing Indian Path Pavilion, the psych hospital, but one TV station tweeted “MSHA closing Indian Path Medical Center” and suddenly 700 team members at the hospital were fearful for their jobs, the tweet was then used as a source on other media outlets and MSHA communications and marketing spent the rest of the day correcting the erroneous tweet.”

Local WJHL-TV newsman Chris McIntosh says, “Some of the best stories I’ve covered have come from Facebook sources. I have fans and friends on Facebook that keep me up to date on what is going on in their neighborhoods and communities.”

Finally, my former intern Kristen Pierce, who is now with St. Jude’s says, “I usually get breaking news first on Twitter. I follow the Associated Press so I’m always staying up to date!”

Clearly, social media has found its place as a key influencer in our news consumption and creation.

Do you have a social media making/breaking news story to share? I would love to hear from you and publish some of those here. 

photo credit: Helga Weber via photopin cc

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MarketingMel served as panel moderator and worked with the #SMAC13 committee to make the vision become a reality.

MarketingMel was delighted to moderate and to work with the #SMAC13 committee to make the vision become a reality.

 

Our #SMAC13 Social Media and Communicators Panel discussion was a success! Many thanks are in order! First, to the panelists: Becky Campbell- Johnson City Press, Josh Smith- WJHL-TV, Eric Vaughn- Wellmont Health System, Rachel Cain- Eastman, and Jennifer Clements-ETSU. Hats off to the team that pulled it off: Jim Wozniak, Rachel Cain, Drew Beamer, Deborah Lowery, Christian Schmid along with myself and the MarketingMel team of Sarah Kinsler and Emma Brock. Thanks also to many of you loyal blog readers who helped me publicize the event on twitter.

For the first time ever in the Tri-Cities region three professional communications organizations joined together to create one fantastic communications event. Those organizations were: Public Relations Society of America (Northeast Tennessee Chapter), Northeast Tennessee Chapter of the American Advertising Federation and the Greater Tri-Cities Chapter of the Society of Professional Journalists. The committee’s initial goal was to gather 100 people to listen to a distinguished panel including both journalists and professional corporate communicators. We far exceeded our goal with over 150 business professionals and college students turning out to hear the pro’s. Here are some of the “tweetable highlights” of the panel discussion. I was the panel moderator and it’s hard to pare them down to just a few sentences as most of what they said was valuable. I would love to hear what comments particularly resonate with you.

  1. “Years ago we could only tell you about something that happened today, tomorrow morning…I started out with a notepad and a pen. Today I carry an iPad and shoot video… I’ve been tweeting trial updates from court since 2010.”
  2. “Every person in our newsroom has a Facebook. Every person in our newsroom has a twitter. Everyone in our newsroom is expected to contribute.”
  • Becky Campbell, Johnson City Press reporter
  1. “It was always there (our immediate desire for news.) I have found our viewers are far less patient than they ever were. We have higher expectations now. People always have wanted information. Now we have to keep up with the demands of our audience.”
  2. “You don’t get angry on social media. You don’t respond angrily. That can cause you to lose your job. And that has happened in this market.”
  • Josh Smith WJHL-TV Anchorman
  1. “In health care we deal with people in the most personal moments. The issue that we face is because of regulations we cannot point to anything personal about a patient.”
  2. “You need to have a specific strategy in place and apply to the audience you are looking for. You have to have a specific goal that you are trying to accomplish.”
  • Eric Vaughn, Wellmont Health Systems
  1. “There is no one size fits all. If you are on social media you should have a strategy. Make sure everything you do is measurable. We measure leads generated, how many of those leads are qualified. As many things as you can track, how many go from social media to your web site and then convert on your web site. Something solid to start tracking on an excel spread sheet.
  2. “You have to be able and willing to fail in social media. Track lessons learned. Strategy is about what you’re saying and to whom and where they are.”
  3. “I don’t think that any business can afford to not be on social media anymore.”
  • Rachel Cain, Eastman/Perennial Wood
  1. “Social Media gives us the opportunity to listen to what’s going on on campus and it gives us the opportunity to communicate with our audience.”
  2. “When an emergency happens our students and staff turn to social media to find out what is going on.”
  3. “If you’re applying for jobs show how you’ve built a brand for yourself or for your company; not just that you’re on Facebook.”
  • Jennifer Clements, East Tennessee State University (ETSU)

To watch the #SMAC13 video to to hear all of what these distinguished panelists had to say, click on “watch the event video” on the #SMAC13 website.

 

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SMAC headerHow do you feel about Facebook, twitter or LinkedIn? In control or overwhelmed? Either way and whether you’re in a small business or a large corporation, if you’re interested in today’s digital media we’ve got an event for you! WJHL-TV news anchorman Josh Smith will be one of the five great panelists who will take part in the inaugural #SMAC13 social media event featuring the Tri-Cities’ region’s leading journalists and communicators. They’ll be discussing how they use social media in their day to day life as professional communicators and the trends they are seeing. Josh will join ETSU’s Jennifer Clements, Wellmont’s Eric Vaughn, Johnson City Press journalist Becky Campbell and Eastman’s Rachel Cain in a panel discussion that I will moderate. If you haven’t already made plans to be at the Venue in downtown Johnson City, Thursday, September 19 from 11:30 AM- 1 PM our numbers are growing rapidly so please RSVP on the PRSA Facebook page now. This has been an amazing collaboration between three great groups of communicators in our region: The Northeast Tennessee Chapters of Ad Club, Society of Professional Journalists and PRSA. Please see this short video (less than a minute) interview I had with Josh Smith (a natural ham.) Josh was kind enough to do this promotion for #SMAC13! Please pass this along to friends who may be interested. Will you be joining us?

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