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Validation as Part of Social Media Customer Service
March 24, 2014
While many universities and their departments jump right into broadcasting their message via social, many pause before starting to use social networks for customer service. They know it will be much more difficult to use social in this way. Why? Because producing one-way content is easier than dealing with a two-way...
Read the PostQuora: How Ashton Kutcher, Joi Ito, and Drew Houston Respond
August 16, 2013
Ashton Kutcher and Joi Ito Jobs, the movie about Steve Jobs, hits theaters today. People are wondering how well Ashton Kutcher plays the lead role, and this question showed up on Quora: "How did Ashton Kutcher prepare for his role as Steve Jobs in the new movie Jobs?" Although the question was asked in the third...
Read the PostSharpen Your Social Media Savvy in 60 Minutes per Week… Or Shorter
April 2, 2013
Using Social Media to Sustain and Strengthen Your Program Relationships Social media interaction and engagement is about more than the tactics or tools. Experts agree that one of the most effective uses of social media is to build and deepen relationships with customers, and I use that mantra to guide my social media...
Read the PostDoes Your Department Take the 'Social' Out of Social Media?
May 9, 2012
It's easy to get so overwhelmed with the communications tasks of a department, such as writing, pushing content out, and posting online, that we start to treat social media the same as traditional media: write, print/post, distribute. However, social media is, well, social. Don't forget that your department's...
Read the PostThe DND Rule
February 28, 2012
One book I have enjoyed using as a reference is Likeable Social Media by Dave Kerpen, CEO of Likeable Media. In his book, he defines the Do-Not-Delete Rule. He states, "the do-not-delete (DND) rule states that unless a comment is obscene, profane, bigoted, or contains someone's personal and private information, never...
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