What do McDonald’s and Jeep have in common? Apart from being high-profile brands, they also have online social media profiles. And both of them have been recently hacked!
Whenever brand pages become hacked, it becomes a big problem in terms of online reputation management. Hackers tend to post inappropriate messages to thousands of fans on social media.
Recently, an article from TIME revealed simple ways to avoid being hacked on social media:
• Create a tough password. Also, create an official username and a password that will be used by everyone that needs access. Managers should not be able to select their own passwords and usernames.
• Consolidate all social media accounts into one system that lets you publish items for all sites
• Provide basic social media training for employees, specially on security and compliance issues
For more information, please visit TIME.
BrewDog, the popular Scottish brewery, turned to its Twitter followers to develop its latest beer concoction. Using #MashTag, the company launched rounds of fan voting to determine what elements to integrate in its latest beer, including its brew and even its logo.
In the past days, BrewDog used Twitter to offer its fans options. For instance, fans chose the hashtag #MashTag over #CrewDog and #CrowdControl. Also, the brand’s Twitter followers chose to make an American Brown Ale instead of Imperial or Session Brown Ale.
“Inspired by the passion, knowledge, and enthusiasm of craft beer drinkers, we set out to create a truly democratic craft beer,” said BrewDog in its official blog. “. We entrusted all the important decisions to our fans, customers, and anyone who wanted to learn more about the craft brewing process and cast their vote.”
BrewDog’s Twitter campaign is considered by many experts as a tremendous success. It engaged its community and gave them a relevant topic to talk about.
Dick Costolo, CEO of Twitter, hinted on numerous upcoming features for the micro-blogging site—including plans to create a DVR mode.
Speaking at the Center for Technology Innovation at Brookings, Costolo hinted on the social media site’s plans to integrate a DVR-like function for planned events like televised events.
Costolo liked the functionality of the idea—giving users the option to watch events even on a delayed basis.
Experts attribute the idea to the site’s acquisition of Bluefin Labs, a social TV analytics company. Most recently, the site has launched TV ad targeting mechanisms through Promoted Tweets—which are powered by Bluefin Labs. Twitter has also unveiled partnerships with BBC America, Fox, and The Weather Channel.
Currently, the company has been testing its upcoming second screen app—which intends to be the ultimate ally for TV audiences.
Apart from the DVR feature, Costolo also mentioned plans to address cyberbullying and to filter “noise” during live events.
In the drug-plagued regions of Mexico, citizens often tweet about gunfights and murders—keeping people informed about gangland crimes.
In these same areas, traditional media is intimidated by drug cartels. As a consequence, citizens of these areas are relying on their contacts on social media to keep them posted on local dangers.
“They are killing like crazy! There’s a shootout in the Lazaro Cardenas neighborhood. Steer clear of that area,” read one of the many warning tweets from Mexico’s northern city of Monterrey.
Monterrey is currently in the crossfire of a vicious gang war between the Zetas and the Gulf cartel. It is just one of many cities in Mexico where news reports have shifted from television to social media.
According to a study from Microsoft.com, prevailing words from these tweets include “bomb blasts,” “gunshots,” and “gunmen.” While about only 33% of Mexican have access to the internet, news tweets from the country get twice as many retweets as ones from the United States.
The same study has identified half a dozen Mexican Twitter accounts that are considered must-follow sources for news and updates on the drug war.
The Miami Heat, the 2013 NBA Champions, went on a wild celebration following an epic seven-game series against the San Antonio Spurs.
Danny Green, Spurs’ shooting-guard, was spotted by reporters in the same nightclub as the champs. Sources saw Green embracing LeBron James—his former teammate in Cleveland. Upon learning this, fans criticized the 6-foot-6 swingman for celebrating with his team’s rivals.
Green responded on social media, saying “Got give credit to Miami…but don’t think for one sec I was out celebrating with them…jus happened to be at the same place, wrong time”
Reigning MVP LeBron James also Tweeted in Green’s behalf: “Danny Green did not party with us on Thursday night. He came to say congrats and I told him how proud of him I was for taking advantage…..”
James followed with another Tweet: “full advantage of the opportunity he was giving and keep going. We dapped up, showed love and he left. #StopBelievingAllYouHear”
The incident shows us the how social media has opened communications lines between athletes and fans. It creates a direct line to famous individuals, which can be a double-edged sword.
On Sunday, Rusty—a red panda—went missing from the Smithsonian’s National Zoo in Washington. When all searches failed, zookeepers turned to Twitter to find the small mammal.
On Monday, a resident spotted Rusty and posted a photo of the red panda on Twitter—prompting zookeepers to claim him.
“Red panda in our neighborhood! 20th NW and Biltmore. Please come save him! @nationalzoo1,” captioned @AshleyFoughty on the photo.
After picking up Rusty, the National Zoo reassured its followers on the micro-blogging site that he was safe.
Experts say that the National Zoo did the right thing when it used social media to find Rusty. Twitter has become one of the freshest sources of information, and posts generally receive a lot of interest.
And the statistics indicate that Rusty generated plenty of interest. In fact, the National Zoo’s tweet about Rusty was retweeted 3,339 times on Monday.
It was a great example of an online rescue!
Source: COMPUTER WORLD
Building a socially oriented brand means having the capacity to communicate with a company’s customers. The key idea here is communication which, in essence, is a two-way process. This means that brand owners do not only need to know what to say but to also help their audience understand what they are saying while encouraging feedback. To communicate, after all, is to exchange ideas.
Websites like Facebook, Twitter, Google+, and Instagram continues to urge brands to become social entities. This entails engaging with customers, joining discussions, having a voice, being heard, and also listening to what others are saying. This not only allows brands to understand how their target market thinks or behaves but also establishes a relationship that is more human to human than robot to human leading to trust and loyalty on the customers’ part.
Effective communication is when one learns from the other and vice versa. Some brands think that they have much more to say than their audience and they forget that they can learn from the latter as well. Yes, customers have an insatiable need for new knowledge but just the same, they too have a lot to share. Brands should learn to know when to stop talking about themselves and when to stop owning the spotlight. Show the audience that they are an important part of the dynamics; that they play a big role in the way the company runs; that their voice will be heard and even shared.
A new site has been created to help individuals leave messages on their social media profiles after death.
For a small price, socialfarewell.com will take care of your last social media testament in the event that you become deceased.
“It’s [social media] the way that we relate to people, the way that we learn about what they’re doing in their lives,” explained Dave Stewart from socialfarewell.com. “Who knows how long this digital legacy you’ll leave behind will be out there?”
“We’re allowing people to have that comfort of, ‘I know what my last post is going to be. It’s there for my family. They’re going to be able to grieve for me after I have passed,’” says Lynsey Aul, one of Stewart’s business partners.
Currently, the service costs $4.95. It covers posts on behalf of the deceased client on Facebook and Twitter—which are among the most popular social media sites today.
According to reports, the company will use death indexes to determine whether a client is legitimately deceased or not.
Also, socialfarewell.com can find e-mail addresses for friends and family who aren’t on social media.
Facebook has unveiled a new product, an update that will allow video-sharing on Instagram.
Instagram, the popular photo-sharing site, will be rivaling Twitter’s Vine. The site now allows users to post short videos—which they can also cut and edit using new features.
Meanwhile, Vine posted in its blog that it will soon introduce new features.
Facebook acquired Instagram for $1-billion last year. The photo-sharing site currently has more than 100-million active users.
Source: The Guardian
In the past months, there have been increasing incidents of social media disasters for brands and marketers. Whether it’s a hacked Twitter account or an incriminating photo posted on a Facebook Wall, it’s never good for a brand to be tainted on social media.
Recently, a video surfaced on YouTube featuring Dunkin’ Donuts.
A woman walked into the popular donut chain and began citing complaints about its service. One of her complaints was that she didn’t get a receipt from her transaction with Dunkin’ Donuts in the day prior.
Most critics say that the customer was simply trying to elicit a negative reaction on film from the counter worker with the hope of using the footage for personal interests.
However, the counter worker performed extremely well under pressure. He did his best to try to diffuse the situation. He offered the complainant free food and entertained her as best he could.
“In the end, the video is a triumph for Dunkin’ Donuts and makes the woman who filmed it look like the villain,” writes Dave Johnson of CBSNews.
Brands and companies can take a page from Dunkin’ Donuts on how to handle irate customers. You can never undervalue comprehensive employee training. It builds a brand’s reputation both on and offline.