Public Relations, Social Media

Social Media = Customer Service + Public Relations

Negative Nancy’s. We’ve all dealt with them & we’ve all been them. Whether it be in life, or if you deal with social media. They are everywhere. As a social media manager they can also be frustrating and challenging to deal with. So here are some tips, that can even be applied in real life, to people who just can’t kick the negativity.

Most of these people just want someone to listen.

I’ve noticed that many people, especially in the social world think you aren’t even listening. So when they receive any type of response, many times you never hear from them again. When dealing with someone who is just complaining to complain, and doesn’t have a real issue at hand, a simple “Thanks for your feedback (insert name here)!” can take care of it.

When someone continues to berate your page, stay calm, stay patient. This is what we like to call “social trolls.”  

They are just there to be a pain, and that’s all they want to gain (see what I did there): to bug you into oblivion. There’s a couple sayings about these types: 1. You know you’ve arrived when you’ve got trolls commenting on your work 2. Don’t feed the trolls

So if you can’t kill them with kindness (yes mom’s lessons still apply at work…annoying awesome), it’s time to disengage.

Or more importantly engage privately. Ask them to private message you so you can help them better deal with the issue at hand. This keeps them off your page and negativity overwhelming your page.

If this person is using vulgar language, or is spamming your entire page with negativity it might be time to block them — mind you this is your VERY LAST RESORT.

Admit when you messed up! People like to be reminded that a human is behind the computer. If you don’t mess up in social media, you deserve a raise.

I had messed up on a a video contest. I didn’t realize that if people had certain settings for their privacy we wouldn’t be able to see if they posted on our brand’s wall. This girl was irate – and she deserved to be.

I had to apologize, and then prove that her entry hadn’t showed up, before she finally started to not be as mad. It was terrible, but at the end of it she said “The way in which you handled the issue is more than satisfactory.” Hearing that makes my job worth it.

Even if there isn’t an issue and people are just saying how much “they just love you.” It makes you feel good. So next time you’re on a brand Facebook or Twitter page, leave a positive note. We love it!

And when people do have an issue that can be solved, solve it! Solve it as quickly as possible. If it’s going to take some time, let them know you are working on it. Give them a deadline to let them know when you will get back to them (plus, it gives you one too).

A coworker of mine has the best description of what managing social media is:

It’s a combination of good customer service and good public relations.

And lucky for you she is going to be joining us for a guest blog post soon. :) So welcome Amanda warmly. Because she’s awesome. Keep these tips in mind on your next encounter with a “negative nancy.” Just remember everyone is fighting a hard battle. Life is hard. Many people just need a friend. Be that friend, even if you only know them from the view of a computer screen. It adds value to your business.

Stay Awesome,

M

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Life

She put you in this world, She’ll take you out of it

Today is the holiday that should probably cover more than one day. I mean honestly how often do you really thank your mom other than today? I think we forget. We forget the nurturing, the tough love (and a lot of it), the lessons in life (“the right thing will happen in the right time”), and all the other things that make you roll your eyes at 16 but you secretly love later. Mom’s are rockstars. The most important thing that they do is love us unconditionally, and how many of you can say you are even capable of attempting that? (well, other than the ones of you that are moms of course).

So here’s to the moms who make us better, the ones who changed our diapers, the ones who taught us how to tuck the corners in on your sheets, how to cook (or maybe how not to), and the ones who love us no matter what (when they have about a million reasons they shouldn’t…because lets face it we all screw up…a lot.)

So here’s the people I’d like to thank on this extra special holiday:

My Mom. She is one of the strongest people I know. We’ve had our moments through the years, but we’ve both come out better for it. The most important lesson she’s taught me is to admit when you’ve royally screwed up, forgive and then be better for it.

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My Bebe. She’s always at every event. Always takes care of everything. Is the perfect balance of strong and gentle. The most important lesson she taught me is the importance of faith. To always have it, always believe it and always lean on it.

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Sandy. (the boyfriend’s mom). This lady might be one of the strongest and most gracious women I’ve ever met. I’m also pretty sure she is incapable of sitting still for more than thirty minutes, and I love her for it. She’s taught me the importance of selfless love. Doing everything you can for everyone around you, without asking for anything in return.

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And when you still don’t have the words…just leave it to Kid President to bring it home for us:

I hope everyone has a fantastic Mother’s Day. I know it is a difficult day for some, with the loss of mothers in their lives. I can’t imagine the pain this day brings, but I also hope it brings joy for the times had and the lessons learned while she was here.

Love to all.

M

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Graduation, Life

Oh How the Years Go By

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Many of my friends walked across the stage this week, finishing their undergraduate experience. It’s a very odd feeling. You don’t quite feel like an adult yet, and all of a sudden it hits you, this school thing you’ve done for 18 years is coming to a close. (well for some, who aren’t continuing onto graduate school). With 6 months past my own graduation, here are five things I’ve learned from being in “the real world” (it’s really not as scary as it seems)…

1. Don’t always take the job offer with more money, take the job where you enjoy the people and the work (that’s far more valuable than your salary)

2. You will have a salary…you will still feel broke. LEARN TO BUDGET.

3. Open a savings account. Put money in it with every pay check (even if you can only spare 5 dollars) and then DO NOT TOUCH IT. (see above for budget lesson, this will save you from touching savings)

4. Make time to enjoy life. We live in a world where the status quo is to do nothing but work all the time. Obviously don’t go out every night (a friday or saturday won’t hurt though), or grab dinner with friends every week or so. I promise it’s revitalizing.

5. When everyone’s studying for finals…..you get to drink your wine on your couch and watch tv. (mwahahahaha)

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Top 5 Things you’ll miss about college:

1. Staying up till 3 watching movies and eating far too much pizza and then sleeping until 2 only to roll out and go to the pool

2. Being able to skip ….because you just can’t handle it today or the weather is too nice. (you’ll be gazing longingly from your office window)

3. Eating breakfast at noon and dinner at 10 p.m.

4. NAPS

5. You’ll miss class. your professors. your friends. Yes yes we all promise to keep in touch, but honestly how many people have you stayed in contact with since high school? That’s what I thought. You will never meet so many people in such a short amount of time for the rest of your life.

Embrace the change. I promise the real world is pretty great. And if you don’t have a job right now, do not panic. Sometimes it takes time (days, weeks, months), but never give up. Keep trying. (and in the meantime waiting tables really does pay the bills). Most importantly enjoy life. Work hard. Do good. Be Good. And for all those people who said you couldn’t or wouldn’t do it — you did. Be proud of that.

Let’s hope I can actually make it through my sister’s high school graduation — maybe I’ll even manage to post about it. Le sigh. I wish she would stop growing up so fast.

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Music

It’s here! It’s here! It’s here!

The soundtracks of all soundtracks has finally arrived. That’s right people, The Great Gatsby movie soundtrack is finally available here.

Bask in it’s epic music glory.

You can thank CP for the Spotify playlist.

Opinions. Thoughts. Reviews. To come later. After I listen to all TWENTY ONE songs. Excuse me while I go to movie soundtrack heaven.

What song are you most excited about?

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Music

All My Dreams Have Come True

One of my all time favorite bands ever Fleetwood Mac announced a few weeks ago at one of their shows that they would be releasing new music “in a few days.”

They finally released a new 4 song EP Extended Play today for the first time in 10 YEARS! Buy it now. You won’t regret it…because it’s Fleetwood Mac. Obviously.

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Graduation

You Made It!

Congratulations! You have successfully survived the work week. Enjoy your weekend and don’t forget to do your happy dance!

Here are 5 things that happened this week:

1. I got my baby sister’s high school graduation invitation — I’m sorry but since when is she that old? I could’ve sworn she was 5.

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2. I tackled html code for newsletters at work and won (without blowing up the computer)

3. I got my girl Caroline’s change of address card for the new loft…that she bought…on her own. Doing big girl things! I see you!

4. I got my tail end kicked my Knoxville Beauty Hunters Boot Camp. Like seriously you need to go. You will die, but you have so many endorphins you forget it happened.  (erm, sorta…until you try to walk the next morning)

5. My 47 year old mother is running the Nashville Half Marathon…yeah how lazy do you feel now? (feel free to use that as a motivation to participate in number 4)

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Enjoy your weekend!

M

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