Changes to Facebook pages could be bad news for customer service.
It was interesting to see the new study by Martiz Research, which showed that 71% of customers who tweeted a gripe said they never heard back from the company, despite the fact that most of them would have liked to.
Social media has become an important part of a conference or event.
Streaming feeds from Twitter and Facebook or providing text-to-screen
commentary lets audiences participate in events and allows brands to
However, the risks to a brand’s reputation are
enhanced by the sheer number of people who might view inappropriate
I’ve been asked a few times recently how social media users behave over
different channels, and I thought it was worth jotting down some notes
on what to expect if you’re running a campaign that includes
Something interesting has started happening when we go and talk to
prospective clients about online community management services.
are various companies which specialise in community management and moderation, and have done
for a number of years, but agencies (mostly PR and communications
agencies, rather than digital ad agencies) are starting to claim
expertise in community management, and to be honest, I don’t think
they’re talking about the same thing as we are.
It’s causing real
confusion client-side. While we both work with online communities, I
think we need to be clear about the definitions of what we each do, so
we can work together more effectively.
This week, the 'interactive services' industry took a major step in its efforts at self-regulation.
The publication of guidelines on moderating sites for children will have an impact on brands who provide online communities or games that attract a younger audience.