Facebook and Instagram were offline for around 30 minutes today. (around 5pm AEDST). Twitter quickly filled with comedy and questions. There were thousands of people posting to ask “Is Facebook down?” Then it quickly spawned new memes and comedy. And then people took it in stride. Some people didn’t care. Other people were mad. Plenty […]
With Xmas day just around the corner, it’s time for brands to think about what they want to say. It can be a delicate balancing act and there’s a lot to consider other than “Xmas” vs “Christmas”.
One of the problems we face in social media is it’s focus on identity, with so little support for it.
The appeal and growth of social media is based around identity. Sharing and relating, user generated content, relationships formed and bonded online. Yet every platform allows you to take on or create whatever identity you see fit. Today this happened to Virgin Australia.
As a community manager, what we do is about changing how people feel. And we’re not going to go into more details on that now. What we are going to look at, is me deciding to change how people feel. But specific people. Don’t get me wrong I love my community dearly ( we launched […]
In the vein of reinterpretation of a simple phrase from “The customer is always right“, I’ve got two different ways I look at “How often do you need to know?” and you need to know them both right now. How often do you need to know? The amount of time it takes for a given […]
The most often quoted and the most incorrect statement in customer service. And it turns out years later it’s the most accurate. For years we’ve thrown this statement at one another, refused and denied it. Yelled it from the rooftops and raged at every manager, CEO and executive who used it as a battlecry to […]
Lots of businesses advertise their facebook presence. A lot also fail to share the URL. “See us on Facebook for special offers!”. For a large brand this will work perfectly, but if you share a name internationally, or you’re a more local business you could be asking people to search for “Joe’s Plumbing” and instead […]
Free as in beer, free as in speech? What the hell? People use these terms for software to make things clear for you. Free as in beer means the software costs nothing. No money to acquire it, but it could be secret code they never share. Free as in speech means you have unlimited access […]
I'm a Community Manager, former data analyst, photographer, web developer and all round good guy. I like Star Trek, bacon on sandwiches and doing things to make people smile.