Tag: holidays

Can Brands Take A Holiday From Social Media?

Digital Strategy, Social Media10 Comments

As a social media strategist, I often preach the importance of consistency. After all, how can you hope to build a relationship with your audience if you hardly ever post or disappear for days or weeks?

But with many businesses about to shutdown for the year (if they haven’t already), it begs the questions: can brands take a holiday from social media?

The short answer is yes, but with a few caveats:

  1. Set expectations early
    Let your followers know in advance that you will be closed so that they have time to ask any burning questions before you leave. You can even schedule a few posts over the holidays – e.g. “Happy New Year!” – with a note letting people know when you’re back. People are generally understanding, and don’t expect you to be on call 24hrs unless of course that’s your business.
  2. Check in periodically
    It’s advisable to log in every now and then (daily, if possible)  if  to check the pulse of your community. In an era where an issue can flare up on social media in the blink of an eye, you must still be vigilant. Consider turning on notifications and giving them a cursory once over. Mentally file what isn’t critical and time sensitive as “to do later” and investigate any potential issues straight away.
  3. Have a crisis management plan
    If something does go wrong, make sure you’ve got a plan in place to deal with it. Nominate someone with the requisite knowledge and experience to deal with an emergency as the primary contact on social media. You DO NOT want a Nestle on your hands and you can’t afford to leave it until you come back.
  4. Do as your business does
    If your workplace shuts down, it’s much easier to take a break from your regular posting schedule. But if you work somewhere like retail which remains open throughout or where your customers may need to contact you urgently, then it’s important that you are also present. Going back to the issue of consistency, you need to be there when your customers need you, not just when you want to be.But most importantly…
  5. Keep your ears open
    One of the side effects of our rapidly growing connectivity is that the line between personal and private time is now more blurred than ever. In this always on environment, companies have no excuse for neglecting their customers particularly as their customers now expect brands to interact with them on their terms. With that in mind, if your business allows it, you can take a break from proactively engaging and stimulating conversation with your community without risk of them forgetting about you provided you are still keeping track of the conversation and are ready to address any major concerns.

Community management is emotional and stressful, that’s why to avoid burnout take the time these holidays – if you can – to get off the posting schedule and rest, reflect and recharge for next year. This will be better in the long run for your company, your community and most importantly, for you.

Read More ›

Holiday Reading List 2009

Uncategorized6 Comments

Amidst the chaos leading up to the holiday break, I thought I’d sneak in this quick post.

Aside from spending time with family and friends (not to mention spoiling my son rotten), one thing I’m really looking forward to these holidays is settling in for some R&R to rejuvenate, consolidate and build on my thinking for 2010 by catching up on some reading.

Call me old-fashioned, but while blogs and podcasts are an integral part of my daily life, there’s still no better way to really wrap your head around a topic than reading a book. To that end, here are a few I’m looking forward to sinking my teeth in these holidays:

  1. Crush It!: Why NOW Is the Time to Cash In on Your Passion by Gary Vaynerchuk
    No one is more passionate about what they do than Gary Vee. He’s the guy who turned his passion for wine into a multi-million dollar enterprise by harnessing the power of social media and engaging his community.
  2. Socialnomics: How social media transforms the way we live and do business by Erik Qualman
    Picked this up a few months back. Erik Qualman is the guy behind the Social Media Revolution video set to the tune of Fat Boy Slim’s Right Here Right Now. That video has gone on to be a staple of my presentations so I have high hopes for his books.
  3. Web Analytics 2.0: The Art of Online Accountability and Science of Customer Centricity by Avinash Kaushik
    Google’s Analytics Evangelist’s latest book on why in this new age of marketing, it’s not enough to have a gut feeling about your customers. The web has given us access to so much data and knowledge about our customers. We need to figure out how to use it.
  4. Outliers: The Story of Success by Malcolm Gladwell
    One that slipped through the cracks. I’m a huge fan of Malcolm Gladwell and I’ve been hanging out to read this for awhile. Mitch Joel calls him a rock star, and you won’t get any arguments from me.
  5. The Cluetrain Manifesto: 10th Anniversary Edition
    Another one that slipped through (albeit 10 years ago). I’ve heard so much about it but never actually got around to reading it.
  6. Escape from Cubicle Nation: From Corporate Prisoner to Thriving Entrepreneur by Pamela Slim
    Recommended by Seth Godin. Enough said.

And if you’re still looking for more to read on the digital marketing side of things, make sure you check out Six Pixels of Separation by Mitch Joel and Trust Agents by Chris Brogan and Julien Smith. I’ve just finished these and they are great primer for any marketer thinking about getting started or even those well immersed in the digital space.

Happy holidays!

Read More ›