Posts tagged #community

Your Hierarchy Of Social Media Needs

Much like Maslow’s hierarchy of needs in psychology, there are various levels in social media that are becoming galvanized within the discipline. Therefore, we’ve outlined each, starting from the bottom and working our way to the top. While this document is a generalization, we know that each client has specific needs and we can work with you to create customized solutions to meet them.
Posted on September 26, 2011 and filed under Business, Process, Social Media.

Social Media Policies - A "Get Out Of Jail Free" Card?

You hear a lot of companies doing their best to jump on board constructing "Social Media Policies" (SMP). SMP are indeed the foundation from which you must not only hire the respective positions from but mandate that anyone within your company that uses social media tools understands. We here so much about a few key strokes ruining brands these days with the misuse and lack of understanding that can come from not using social media properly...

Trolls: Turn That Frown Upside Down

Well often the community as a whole will take care of the 'trolls' (as they are called), but if your community is not loyal or not strong (active) enough there are a couple of tactics to take:

  • "Kill them with kindness." Nothing looks worse for a troll than a company doing their very best to appease his requests.
  • Outline the problem in great detail publicly (on Facebook, twitter, etc.) and resolve with as much care.
  • If you can always overtly familiarize the troll with product or service.
  • If they're being slanderous (privately) extend a very polite and legal cease and desist - he may post it publicly so it's important that you're not threatening in any way.
  • Show them your SocialMedia SOP (or create one) and insure them that you're speaking to them honestly.
  • Unless completely profane don't remove the posts; it will just fuel their fire.
  • Click through to their Facebook profile and go down to the lower left hand corner and "Report/Block This Person" and detail the reason if need be.
  • Assign him a "shrink" - this is a social media expert that will work one-on-one with the person to resolve the issue if there is indeed a way to resolve it.
  • If all else fails and they've made you a "hobby of hate" you can sue them for "Tortious Interference" - when a person intentionally damages the plaintiff's contractual or other business relationships. This is often hard to prove, but to your credit you'll have had all the posts to reference with digital time stamps. If you can prove a legitimate association to dropping sales or negative feedback during the time of the individual you [might] have a case. 

Though let it be known I'm not an attorney, I'm a superhero.

Posted on January 20, 2011 and filed under Process, Social Media, Strategy.