6 Ways to Handle Negative Reviews Online

It’s almost 2014, you can’t hide from social media. Whether your brand is there or not, your customers are there, and they’re very chatty. With all this chatter, there’s likely to be some talk that is not so nice, so what do you do? Here are six ways to handle negative reviews:

1) Address it. Don’t sweep it under the rug and act like it’s not there. “Oh give it a few days, no one will remember it” only works in print (sometimes). Online, reviews are there to stay for users to scroll through for years to come. If they see multiple bad reviews and no response from your company, they’re likely to think those reviews are true. Continue reading

How not to join an online (or offline) conversation

Imagine you’re sitting in a coffee shop, talking with a friend when you make a reference to an inside joke between the two of you about how you swore you could put windshield wipers on your own car but in reality, it’s not as easy as you remember. Then, right as you mention windshield wipers,  a stranger from the table next to you scoots themselves right up to your table and starts to sell you wiper blades.

Yes, it was semi-relevant to what you and your friend were talking about, but still, someone just joining your conversation like that is rather off-putting, whether it happens in a public place like a coffee shop or on a public forum, like Twitter. The latter happened to me the other day and it inspired me to write this post. Continue reading

Silos are hurting your brand: A look at why your social team needs to be befriend your legal team

Before I get into it, I realize it’s been a bit over a year since my last post. I haven’t fallen off the face of the earth, I’ve been doing most of my posting on Oshyn.com. I’ve had several ideas for posts, but as everyone knows, life gets busy sometimes. However, reading about several social media crises recently prompted me to write this post, enjoy!

Why your company’s department silos are hurting your brand

Awhile back, I remember seeing an article about Apple suing a Polishing online grocer about allegedly using their brand identity to sell products. I had a conversation with my dad (a retired corporate lawyer) about how I thought this was absolutely ridiculous (who is going to confuse groceries with computers?). He then told me about the lawyer’s point of view – their job is to protect the brand at all costs. It made sense when I thought about it more and which made me decide that maybe their lawyers weren’t acting completely crazy. Then I heard about the Nutella ‘cease and desist’ letter to a fan and it made me think: in today’s social world, it’s more important than ever to have clear communication between your brand’s lawyers and your brand’s social team. Continue reading

Starbucks and Digital: A Match Made in Heaven

Besides being one of my favorite customer brands, Starbucks is also one of my favorite social brands. Again and again, I see articles and posts talking about Starbucks’ social media campaigns. Why are they such a popular case study?

Because they get it right, pretty much every time.

Yes, even my favorite coffee brand slips now and then, but overall, they are a great example of how brands should do social, here’s why. Continue reading

5 Twitter Best Practices for the Optimal Account

Twitter is one of my favorite, if not my favorite, social media platform. I love the real time, fast-paced news feed that helps me learn about current events much faster than many of my peers and the news outlets.

I’ve pulled together a few best practices that I’ve learned from using the service. Some help with your follower count, some help with SEO, some are just pet peeves. Note that these just best practices, there are exceptions to each rule. Continue reading

Is Google shooting itself in the foot with social search?

Personally, I was very excited when Google+ came out. I thought they could be a true competitor to Facebook. However, since they’ve started, Google has done nothing to keep my enthusiasm for their social network.

First, they failed miserably with brand pages. Brands wanted to get out there and promote the network, what did they do? They shut down those accounts and told brands to wait. Really? People are really anxious to try your product and promote it for you and you’re going to tell them no? Really?! Continue reading

Why a Facebook Contest is a Bad Idea for Your Small Business

Facebook is an excellent place to businesses to gain instant popularity. People who would have never walked into their physical store can now find out all about a company by viewing their Facebook profile. Granted, most people can also find all they want to know about a company on their website, but Facebook gives users a different experience. Unlike your site, it’s in a community that millions people are familiar with. They expect your page to be a little less corporate than your site and much easier to interact with. All this being said, most would think that Facebook would be a great place to hold a contest. Before you do this, make sure it’s the right move for you. Continue reading

Weak sauce Google+, weak sauce

Monday of last week, Google rolled out their Google+ business pages to mixed results. Since Google+ debuted earlier this year, brands have anticipated the launch of business pages to promote their message through another social channel. I must admit, I myself was antsy to see what Google would do with these highly anticipated pages. I was quite underwhelmed. Continue reading

How Social Media Has Changed PR

I’m really not that old, but a lot of my friends will tell you I have an ‘old soul’ – mostly because I like to watch 70’s westerns and go to bed early. But that’s beside the point. My point is that I’m not that old. I graduated college 3 (almost 4) years ago. My degree is in PR and I feel like almost everything I learned in my PR classes is so out of date it’s like I learned it all 25 years ago.

While writing a press release the other day, it hit me that I still make my releases fit the rules that were drilled into my head every class, even though they’re not really necessary anymore. Now that social media is such a huge news source for many, you’d think most of the ‘rules’ I learned would be out of date. However, I’ve come to find that these rules are still relevant today, just for different reasons. Continue reading