It is crazy to think that just one year ago I was preparing to graduate from college and embark on the scariest journey there is: adulthood.
Since I graduated, I have learned that your online presence is something that has tremendous impact on how potential employers and recruiters perceive you. It can either work in your favor when you are on the job hunt or potentially hurt you.
According to a 2015 Jobvite survey, 92 percent of recruiters use social media as a factor during the recruiting process. So even if you are the perfect candidate for the job on your resume, one misspelling in a Tweet or one inappropriate tagged Facebook photo can make the difference between an employer selecting you or the next candidate.
Below are a few do’s and don’ts when it comes to your social media presence and recruitment:
- Do have a high-quality headshot on LinkedIn. LinkedIn is the world’s largest professional network and your headshot is the first impression employers will have of you. Make sure to wear business attire and look polished. Some professional organizations hold headshot events where they will provide professional headshots at a discounted price. This is a great way to snap the perfect picture and network at the same
- Do engage in online conversation. Know what’s currently trending and appropriately join in the conversation. Whether you are tweeting with a trending hashtag or posting a news article on Facebook, showing you are up-to-date on current events or what’s on trend in your chosen field is seen as a positive among most recruiters.
- Do double check your grammar and spelling before posting anything on social media. Even though the majority of us use our mobile devices to manage our social networks, make sure you proofread your tweet or comment before sharing. According to Jobvite, 72 percent of recruiters viewed grammar and spelling errors negatively. And really who wouldn’t?
- Do make sure the information on all of your profiles is consistent. According to an April Entrepreneur article, inconsistencies in your social media profiles are the number one reason to be rejected from a job. Make sure your resume and LinkedIn profile are exactly the same.
- Don’t forget to keep your LinkedIn profile updated. A 2015 Society of Human Resource Management study found that 57 percent of companies hired using LinkedIn. Try to keep it as up-to-date as possible. Include your work experience and a summary. Also, try and “vamp” up your profile and upload your resume and work samples, list organizations you are involved in and ask professionals to write recommendations for you.
- Don’t share posts involving alcohol, drug consumption or profanity. This may seem like a no brainer, but you would be surprised what some people will post. According to the Jobvite survey, more than half of recruiters viewed alcohol and drug consumption negatively. So you may want to make sure the camera stays away on the nights you feel like “letting loose.”
- Don’t post something you would not want your grandmother to see. This is just a personal rule of mine, but if you are having seconds thoughts about typing that angry status update or posting that picture from your Las Vegas trip, step back and ask yourself, “Do I want grandma seeing this?” If the answer is yes, feel free to post, but if you are even somewhat hesitate, it may be best to hit the delete button.
- Don’t ask a professional if there are any job openings on social channels. Instead of asking point blank for a job, try connecting with them on LinkedIn and message them to ask if they have time for an informational interview. This could lead to other networking opportunities and they may even keep you in mind when a position becomes available.
So go ahead, start posting, or in some cases deleting, posts on your social media profiles. Social media can help you make a good impression on those recruiters!
By: Nikki Sachman
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The expression “timing is everything” could not be more true when it comes to posting on social media. It’s one thing to create fresh and exciting content, but what’s the point of posting something if your audience is not seeing it? Posting content at the right time, on the right day, and on the right platform can make all the difference between comments, clicks and shares, to no engagement all.
However, the best days and times to post do vary across all social media platforms. Below, we created an infographic and listed some tips and guidelines when it comes to the best days and times to post on social media:
We’ve found the best days to post on Facebook are later in the week, with the highest engagement rates occurring on Thursday and Friday. The Huffington Post found the optimal time of the day to post is in the afternoon from 1 – 4 p.m.
According to Quick Sprout, content that is posted at 1 p.m. will get the most shares, while 3 p.m. will give you the most clicks. In general, if you post during the 9 a.m. – 7 p.m. time frame you will still receive higher engagement than posts posted before work or later in the evening.
- Best days to post: Thursday and Friday
- Best times to post: 1 – 4 p.m.
- Most shares: 1 p.m.
- Most clicks: 3 p.m.
- Broad timeframe to post: 9 a.m. – 7 p.m.
Since LinkedIn’s audience is predominantly professionals, and used for networking and business status updates, the best days to post are during the core of the workweek – Tuesday, Wednesday and Thursday. LinkedIn is the “professional” social network so it makes sense that an Elle & Co. study discovered optimal times to post can be from 7:30 a.m. – 8:30 a.m., just before lunchtime, and 5 p.m. – 6 p.m. Just as people check LinkedIn before their workday begins, are getting ready to break for lunch, or as they wrap-up for the day.
According to the Huffington Post, posting on Tuesdays from 10 a.m. -11 a.m. can be the “sweet spot” for status updates, and will get a high number of clicks and shares. Avoid posting on LinkedIn from 10 p.m. – 6 a.m. and on weekends.
- Best days to post: Tuesday, Wednesday and Thursday
- Best times to post: 7:30 a.m. – 8:30 a.m., 10 a.m. – 11 a.m., and 5 p.m. – 6 p.m.
- Most engagement: Tuesdays from 10 a.m. – 11 a.m.
Audience is key when it comes to timing your tweets. According to Buffer, B2B organizations get higher clicks and retweets on Twitter during the workweek, with Wednesday having the highest click-through rates. However, B2C related tweets seem to perform better on the weekends. To get a maximum number of retweets, the Huffington Post suggests to tweet from 12 – 5 p.m., with around 5 p.m. being the most optimal.
- Best day to tweet for B2B: Weekdays; Wednesdays have higher click-through rates
- Best day to tweet for B2C: Weekends
- Best time to tweet: 12 – 5 p.m.
So the next time you are planning your social strategy, give the day and time some thought. It just might make the difference between posting to an abyss or getting clicks, retweets and likes.
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It’s 2:30 p.m. on a Tuesday, and your public relations rep calls to let you know that she’s secured a local TV news segment for you to go on camera and promote your expertise. And the segment is in two days. Your head spins. What do you have to do? Is there a lot of prep work? How long will it take? Where are TV segments even filmed?
We get it. It can be a lot. But when you have a good PR agency, they’ll make the process easy and fun so that you can enjoy your time in the spotlight.
Let’s take a behind-the-scenes look at what you can expect during your time in the limelight.
- Your PR agency has already done a lot of the legwork for you. They’ve found the right producer or booker at the station and pitched the idea, and once they secured interest, they made sure that their contact has your accurate name, title, website, and a summary of your main talking points. That way, the TV production team can prepare in advance for how long the segment will be, how it will be shot, and where it fits into the program.
- Your briefing sheet will be your guide. Your PR agency should send you a briefing sheet with logistical information (arrival time, on-air time, directions, contact phone numbers), your main talking points and key messages, and background details about the reporter or anchor who will be interviewing you.
- The extra preparation on your appearance pays off. Attention to your overall appearance will pay off on camera and make you feel super confident. Dress conservatively. If you wear anything distracting on TV, people will remember that and not much of what you say. Dress in a simple, under-stated manner, unless you are a fashion designer, artist or trend setter. Avoid wearing white, black or red head to toe. White glows and becomes the most noticeable thing on the TV screen. Black is too harsh and can suck up all the light, and create a blob effect. Reds bleed on camera and are distracting. Television cameras love blue, making that color a good bet for your attire.
- Practice makes perfect! After you receive the briefing details, your PR rep will schedule a media training meeting or role-playing conference call with you. They’ll prepare you by providing you with potential questions and guiding you through the process of how to give concise, thoughtful answers. Since you only have a few minutes to convey your main points, it’s essential to have a plan for weaving your key messages into the conversation.
- The day you’re on air will be a breeze. All you have to do is share your expertise!Since you’ve prepared in advance, the “hard” part is over. On the day of your TV segment, you’ll be instructed to arrive about 45 minutes early. You’ll have time to meet the producer, chat with the reporter who will be interviewing you, and enjoy some downtime to relax and review your talking points one last time. Your PR agency contact will join you to make sure that everything runs smoothly and to coordinate any last-minute details, as well as to provide moral support!
- It will all be over in the blink of an eye! Most TV appearances last less than two hours from arrival time to the completion of filming. You’ll likely be on-camera anywhere from two to five minutes. In some instances, the TV crew will want to film multiple segments in one day and air them throughout the program, but each will last only a few minutes.
- Your TV appearance will lend you lasting credibility. Video clips featuring you and your company are great promotional tools. After the segment, the TV station will usually post the clip of it online so that you can share it with your customers, colleagues, family, and friends. Your PR agency can also purchase a video clip so that you have it for your records and can promote it for years to come on your website and with potential customers.
Being on TV can seem nerve wracking, but remember: you’re the expert. Talk to the reporter as if he or she is a friendly client. As long as you practice with your PR team and give concise, informative answers, you’ll be viewed as a reputable source, you’ll come away with a useful marketing tool, and hopefully, you’ll be invited back as a regular guest!
Have any additional questions about broadcast interviews? Leave a comment below and we’ll address your concerns.
This blog was contributed by Amanda Whitlock and updated by Clearpoint Agency staff.
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Public relations, social media and digital marketing agency has been recognized by PRSA, Health Care Communicators of San Diego County, and PR Daily over its 13-year history
SAN DIEGO – Oct. 27, 2015 – Clearpoint Agency, Inc., a public relations and digital marketing firm, received three awards at last week’s San Diego Public Relations Society of America (PRSA) Edward L. Bernays Awards. The agency continues its winning streak, having received peer-reviewed Bernays awards for every year in which it has entered the competition. To date, the agency has earned a total of 32 industry awards since opening its offices in 2002.
“Bernays Awards are earned by organizations that performed exemplary public relations work during the past year,” said Amber Albrecht, APR, president of PRSA San Diego/Imperial Counties Chapter. “The awards are challenging to win because the judges are not familiar with the nominees and must critique the work completely on its own merits against work completed by PR teams of all sizes and budgets. Year after year, Clearpoint Agency proves its ability to create exemplary communications programs, earning them awards.”
At this year’s Bernays event, the Silver Mark of Excellence award for integrated communications was presented to Clearpoint for the integrated program for AleSmith Brewing Company, an award-winning craft brewery based in San Diego. As the brewery celebrated 20 years and opened a new brewing facility, Clearpoint created messaging, generated public awareness with significant earned national media, assisted with fundraising concepts, created mascot themes, and ensured the entire strategy from media relations to events was integrated and on track. This is the third time Clearpoint has earned the Silver award for integrated communications programs.
The second award Clearpoint earned was a Bronze Mark of Excellence in speech writing for SynteractHCR. The award-winning speech, entitled “Tomorrow’s Treatments Today,” focused on the opportunities and challenges in bringing new drugs and therapies to the patients who need them and was delivered by a President Obama look-alike at the company’s Washington DC reception for clients and media. This is the fifth award Clearpoint has earned for its work with SynteractHCR. Past awards include business-to-business marketing, website writing and rebranding, overall public relations campaign for rebranding, and internal communications.
The third award was a Bronze Mark of Merit for social media campaign strategies for Zodiac Pool Systems, a global leader in pool and spa product manufacturing. Clearpoint took a fresh approach to Zodiac’s social media to present Zodiac as a fun, approachable and knowledgeable brand. Clearpoint created social campaigns including a 12 Days of Christmas campaign based on Zodiac Pool products, and a “Did you Know?” educational series to increase engagement, followers, “likes,” and fans. This is the fifth PRSA award Clearpoint has earned for its work with Zodiac. Clearpoint was previously awarded for research and evaluation, integrated communications, and social media strategy and management for the pool product manufacturer.
“Every year, the PRSA Bernays submission process challenges our team to examine our creativity, strategy and skills as PR professionals in an ever-changing industry,” said Clearpoint Agency President Bonnie Shaw. “To submit your work and have others in your profession say it’s award-worthy is extremely meaningful to our team. We are honored to be recognized by the PRSA year after year.”
The annual Bernays Awards are open to all agencies and organizations in San Diego and Imperial counties and recognize the finest in public relations campaigns, professionals and elements in a range of categories.
See a complete list of Clearpoint’s award-winning projects here: http://clearpointagency.com/index.php/awards/.
About Clearpoint Agency, Inc.
For more than 13 years, Clearpoint Agency has developed award-winning PR, social media and marketing communications programs for B2B and B2C clients in technology, consumer products, financial and professional services, manufacturing and biotech industries. From strategy and content development to media relations and social media, the experts at Clearpoint’s team have the experience to generate buzz for your brand and creatively communicate your message to target audiences.
Website: www.clearpointagency.com Twitter: @ClearpointPR Facebook: ClearpointPRAgency
LinkedIn: Clearpoint Agency Blog: Clear View
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When I was younger, I never really understood the point of public relations. The first time it was described to me, I thought it was a more upscale and esoteric version of advertising, with the occasional writing task and a lot of PowerPoint presentations. With that uninformed perspective, of course, I thought it sounded easy. But as I grew up and eventually started working at Clearpoint Agency, my prejudgment of the industry was replaced with immense respect for it. According to the Public Relations Society of America, “public relations is a strategic communication process that builds mutually beneficial relationships between organizations and their publics.” Although people say they understand it, I still hear people confusing public relations with other professions or dismissing it altogether. With that, I want to dispel a few misconceptions people often hold for public relations and hopefully give some perspective on what PR professionals do (I’ll tell you right now, it’s a lot more than just PowerPoint presentations).
Not just a cubicle job
There is always one question people ask when you tell them you work in an office: what do you actually do all day? Stereotypes from Office Space and The Office make people think every office job consists of sitting in a cubicle, endless memos, countless water cooler breaks, and more slow days than full work days. But working at a PR office is not a normal office job; actually, working in a PR office is hard to compare to any job. It’s like the beach: a wave of tasks come in, leaving you to dive into work, and as soon as you come up for air there’s another wave (and occasionally, a break between swells). Even if you go to shore, sometimes the tide is still high enough to reach you. Essentially, work at a PR agency is continuous and ever changing, which makes it varied and interesting. And if a client needs something completed, whether we are at the office or away, we get it done!
If you like sameness, PR is not for you
At a PR agency, day-to-day projects are never the same. You will spend some days pitching journalists, drafting social media posts, or creating media lists; however, most days you will spend doing all three, along with many more unique tasks. Unless you work at a specialized agency, most of your clients will have different expectations for your work. Sure, the process of writing a press release is similar every time, but the subject matter depends on your client’s audience and brand. Our job is to represent our clients, to build the reputation they want. Of course, we provide input when necessary, but we do not make decisions for our clients, as some might assume. PR pros carve the story, present compelling arguments and communicate to target publics.
“I’m a people person”
Along similar lines, prospective PR employees often qualify themselves for PR based on their people skills. After all, the term “public relations” ought to suggest a fair amount of relating to the public. However, PR is a grossly hybrid occupation. It involves social skills in addition to writing proficiency and time management among other things.
Social skills go beyond “being good with people.” At a PR agency especially, it means thinking strategically, handling criticism and being a diplomat. Every piece of original content is read at least twice and edited accordingly to ensure it matches the client’s brand and goals. People who cannot take criticism (or worse, cannot criticize constructively) do not last long in the PR business. Most accounts require work from multiple types of people, meaning there is a decent amount of teamwork involved with PR. We communicate with clients, journalists, other agencies, and coworkers on a regular basis, not just when we feel like talking, to maintain clarity between the many people involved with the business process.
PR practitioners are writers
Still, social competency does not alone make you good at public relations. Many of the services we provide our clients (press releases, website management, media relations, digital marketing, social media campaigns, etc.) require a strong writing ability. It’s not about being a clever writer who can use metaphors and rhetorical devices. It’s about clarity and making sure people understand our client’s message.
Time management is critical
While anyone can understand the merit of time management, most people do not recognize how much time creating relevant content takes. Contributed articles take hours of research, writing and editing. Even the process of creating a single Facebook post begins with a decent amount of research. PR agencies research trends and developments in their clients’ industries, which means looking at analytics from previous posts in addition to competitor and consumer posts. After finding the right content, it’s time to dress it up: proper wording, eye-catching imagery, hashtags, and buzzwords among others decide whether your post is seen at all (and even if it is, there is no guarantee).
The entire process for creating strong content often takes hours between research, writing, approvals and edits; and even then, most posts can’t gain a fraction of the attention generated by a single cat photo. In browsing sites like Facebook and Reddit every day, people have grown into “highlight snobs,” sometimes ignoring substantive posts and looking at content that has already generated volumes of attention based on a fad. Since PR firms create original content for their clients every day, they must adapt to this environment full of memes, trending topics, expectations and judgement in hopes of gaining exposure for their clients. Businesses sometimes hire PR agencies specifically for content generation and social media management because of strategic thought it requires and how time consuming it can be.
These are just a few of the many misconceptions about the public relations industry. It is not, as I once thought, a different form of advertising; nor is it a single-variable profession. Understanding the truth behind the myths will show you that public relations is an important element to communicating what an organization stands for and what it wants to communicate. I know my time at a PR firm has shown me the incredible value a good PR firm provides to its clients; a value not measured in dollars, but in sense.
This blog was contributed by Clearpoint Agency intern, Conner Shaw.
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Part 3: Develop an honest and meaningful image
When growing a business, the company’s image is one of the most important factors of its success. Many businesses might seem like copies of others, but each business has different members, products, or messages that make it unique. Twitter pages should project the image you visualize for your company.
In the world of business, presenting your image consistently equates to strong branding. If your business model suggests professionalism, do not try to be casual or overly humorous on your Twitter page. If you wouldn’t say something to a client or customer, then do not say it on Twitter. Ultimately, you decide on the message and brand you want to convey; unfortunately, getting that wrong can hurt your prestige as a business. You should know what your customers expect from you, and adjust your social media voice accordingly.
However, “business” does not mean “boring.” One advantage of Twitter is the natural liveliness that comes with using so few characters, and businesses should use that to their advantage. Even if you want to stay professional, posting fun articles and noting interesting events makes you look more personable. As long as your humor is not one-sided or insulting, it can be a powerful tool in gaining followers, and in turn, more business. Finding the right balance between professionalism and personality is like arranging a business-casual outfit: it gives you both a clean image and a sense of style.
Most importantly, though, make sure you respect other users and reciprocate. Twitter is a fun, fast moving tool that can lead you to more business and more contacts. If you re-tweet someone’s post, make sure to respectfully acknowledge them; they will appreciate the acknowledgement and might return the favor later. Respond professionally to direct messages and other comments, too. Don’t start debates with others or argue about issues unrelated to your business. These tips might seem self-explanatory, but so many people forget how public Twitter is. If you choose not to follow the above guidelines, people will notice, and they will mention it either publically or privately.
Hopefully, these tips for Twitter success leaves you more confident about managing a Twitter account for your business. Following these guidelines will help you grow your social media presence, and prevent you from becoming a Twitter stereotype.
These tips were inspired by the articles 50 Tweetable Twitter Tips You Wish You Knew Years Ago and Twitter Tips for Beginners.
This blog was contributed by Clearpoint Agency intern, Conner Shaw.
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Part 2: Attract followers with simple methods, but pay attention
Gaining Twitter followers takes time and effort. When first creating an account, the proportion streams you follow to followers is going to be high. If your page is six months old and that’s still the case, then you might need to make some strategic changes.
Your Twitter page should look up-to-date and clean. That means using a relevant profile picture, header image, and bio. To other businesses, you’ll look more professional; to consumers, you’ll look like a trustworthy brand. That’s really how you should look at your Twitter page: it’s your brand in the form of social media. Do not leave out the details people want to know about your business. Also, respond to other users when they mention you or comment on your posts. Just as you do with real-life business, sell yourself as credible on your Twitter page and back it up.
Once your page is ready, you want to follow other relevant Twitter accounts. This may seem obvious, but you’d be surprised at how many people follow accounts in seemingly random ways. The goal of following others on Twitter is to have them follow you back, not to look cultured or interested in everything. Look for relevant potential followers by searching keywords. Review what they are posting and how often they are posting to help determine if your company should follow them. Overly aggressive following strategies make businesses look desperate. Also, following too many people at once (around 100 in less than an hour is a good limit) makes Twitter think of you as a spam bot, meaning Twitter might block your page. That’s not good for business. Following new business leads is good for business, and the benefits range from growing your reputation to getting ahead of your competitors, according to Business 2 Community. A large commonality between social media and business is the need for connections.
After you follow these two steps, focus on the content of your tweets. Then, after a few weeks (two or three at most), check your progress. Hopefully, the pages you followed will return the favor. If not, then stop following them. As a business, chasing after people who are not interested in your brand is a waste of time. Social media is not about advertising to the general public, it is about connecting to specific people who want what you have to offer or want to hear what you have to say. In addition, unfollowing and refollowing pages makes you look like a stalker, and they will certainly notice. Just move on.
This blog was contributed by Clearpoint Agency intern, Conner Shaw.
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If you’ve browsed personal Twitter feeds recently, you’ve likely encountered the stereotypical Twitter personas. Among others, there are those who tweet about seemingly every breath they take, those who never come up with anything original, those who try too hard to be funny or ironic, and those who treat their Twitter page like a neglected pile of clothes – something they’ll “get to when they feel like it.” Unsurprisingly, these personas also resemble common business personas found on Twitter; however, businesses following the above methods can encounter much more drastic effects. A sloppy social media stream can leave lasting detriments on a company’s image. Even worse, ignoring social media altogether might open the door for your competitors to build brand awareness where your brand is silent.
To help your business Twitter page build a positive persona and reputation, we are sharing a three-part series on our top tips to help your Twitter page sing a social media melody and compel more people to sing along. Here is Part 1:
Part 1: Create clean and effective tweets
Twitter gives users the tools to answer the question “What’s Happening?” as long as they follow the 140 character limitation. There are plenty of ways people can do this wrong, but let’s talk about what to do right:
First, use solid hashtags, but in moderation. Hashtags not only give your post some flair, but they also link your post to a nexus of other tweets posting about similar topics, therefore allowing more users to see your post when they search for the designated hashtag. Be careful though; #using #hashtags for #everything does not look #professional. Two to three effective hashtags (as in those that describe the purpose or content of your tweet) per post should be enough to get your message across without overwhelming other users. If you can, embed your hashtags within the body of the tweet to bring more attention to what you want users to see.
Next, include an image or video if you can. If you’re linking to an article or other news source, relevant images make your post stand out in a good way. Most of the time, articles will include an image that you can use for your own post. If you absolutely cannot fit an image into your tweet without taking away from the central message, then don’t include one. The goal of an image is to visually improve your message, and with Twitter’s limitation on words, the saying “pictures are worth a thousand words” applies and helps you say more in your tweet.
Finally, post often, but within reason. If you find yourself lacking the time to look for content on your own, re-tweet other posts relevant to your industry. As long as you credit the original poster, you’re engaging the community as if you found the content yourself (and you could potentially gain more exposure with the original poster’s followers). Use tools such as Hootsuite to help you schedule posts throughout your day rather than individually posting each tweet yourself. The worst Twitter page is a dead Twitter page; however, posting too much could leave your followers with overexposure effect. When you use Twitter for business, your followers are also your customers and peers within your industry. If those people grow tired of hearing about every new development every few minutes, you lose credibility. Just be smart about how often you post. The lifespan of a tweet is only a few hours, and the optimal number of tweets per day is about four to six.
This blog was contributed by Clearpoint Agency intern, Conner Shaw.
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By Clearpoint Agency President, Bonnie Shaw
Our PR and digital marketing firm manages a number of brands on social media, and customer support has become an important part of good social media management. We respond to any negative comments and complaints posted on our clients’ social media channels, most often its on Facebook, Twitter and Yelp. Our goals: respond quickly, decipher the problem and propose a solution.
But it amazes me that some people just don’t know how to complain in a manner that actually gets them what they want faster. So here are some Do’s and Don’ts to effectively complain on social media and get what you want.
- Don’t post over the weekend, late at night or during a holiday expecting rapid response. The social media manager who is monitoring the account is human and most likely is not at work during off hours and weekends. Expect delays in response to your weekend comments.
- Don’t post a general complaint like “this product stinks,” or “I’m disappointed,” etc. Give specifics calmly and politely for quickest results.
- Don’t rant on and on. Be succinct. It’s tough for the human at the other end to read tons of text to decipher what the problem is and how they might be able to help. It might make you feel better to get it off your chest, but the truth is it makes is more difficult to interpret. Be concise and outline your general complaint and a possible way to resolve.
- Don’t use expletives, put downs or sarcastic phrases. Most sites have a policy that any comments containing foul or abusive language will be flagged, reported or simply deleted. Most over the top comments will most likely be hidden on Facebook (meaning only you and your friends can see them), deleted from Twitter or possibly deleted from the main post stream by Yelp, which might deem it questionable.
- Don’t be mean. Remember the person on the other end of the post or call is a human being who probably didn’t invent or manufacture the product, or create the service policies. They are charged with helping you. When you get an email or call back from them, state your complaint calmly and succinctly, and then provide them with an opportunity to suggest a solution.
- Do use the sandwich technique when you state your complaint. Say something positive about the brand in general or thank them for responding to you quickly (establishes goodwill and trust), concisely state your experience or complaint, provide a possible solution, and then tell them you appreciate the opportunity to outline your complaint. Believe me, this is the best way to get your complaint heard and resolved quickly.
- Do give the company the benefit of the doubt. The brands we work with are sincere in their desire to make customers happy. They take pride in their products and services, and want to resolve customer complaints. So give them a chance to make things right. If they can’t refund all your money or provide a full replacement, ask if there are any other discounts or ways they might be able to help. Again, they want to make customers happy, but they have limits, too.
- Do ask for a manager if you don’t feel you are not communicating well with the representative. But be aware that most companies have trained their representatives to do the best job possible and just speaking with a manager most likely won’t get your challenge solved any faster or more to your benefit.
- Do be reasonable. If you owned your product for many years and it’s been out of warranty for a time, you most likely will not get your money back, no matter how much you complain. Be reasonable and look at the reality of the situation. But what a lot of companies might do with a reasonable customer is offer some parts to fix the problem, provide a discount on a future purchase, send a free sample, or provide a credit or free service for next time.
- Do spread the love. If a brand has treated you right after a negative comment or complaint. Do thank them via social media. We get all kinds of positive comments after we address a complaint – “Customer service is not dead.” “I love X brand – they are there to help when I need it.” “Spoke with so and so and they were terrific. Thank you!” Comments like these reinforce the brand’s decision to resolve customer complaints and address comments publicly via social media.
I’m confident that if you follow these Do’s and Don’ts for complaining on social media you will find a fair resolution.
This blog was contributed by Clearpoint Agency President, Bonnie Shaw
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Working with a public relations firm can help your company generate buzz and differentiate against your competition, creating awareness of products and services as well as improving brand identity. A good PR firm will create messaging, develop a customized communications strategy, manage your corporate reputation, communicate with your audiences, pitch the media on your behalf, and even build loyalty with your audiences via social media. But how do you know that you are choosing the right PR firm? What questions should you ask when interviewing agencies? Here are 10 tips that will help you to navigate the process:
- Clearly identify your goals before you start interviewing. When you are clear on what you want to achieve, it will be easier for you to indicate goals and expectations to the prospective agencies. They will be better able to define strategies and assess if they are even the right agency to pitch your business. If you are concerned that you may need to tell them about upcoming products or services that are, as of yet, not released for broad review, ask them to sign a non-disclosure agreement. Reputable PR firms will not hesitate to sign it, and they will be prudent in keeping your secrets.
- What experience do they have? Some agencies are focused on B2B or B2C clients; others have had a mix of both – which is right for you? Do you need local, regional, national or international exposure? Look for an agency that has handled clients with similar needs. An agency doesn’t have to have had clients in exactly your same industry but they do need to know how to get up to speed quickly. Ask what methods they use to get an in-depth understanding of your market and competitors.
- Can they write? Content is king – as Bill Gates said way back in 1996! In nearly 20 years since then, almost every company has become its own publisher. An agency that focuses only on media relations or social media won’t meet all your needs today. Ask to see samples of press releases, articles, websites, blogs and posts they have written. Do they follow AP-style guidelines? If they don’t know what that means, beware!
- How current are they on social media and digital marketing? The world of communications evolves daily. An agency should be able to explain to you the various methods they use to develop relationships with your audiences and how they integrate all of those techniques to gain the most exposure. Integration and re-use of marketing and PR materials will get you the best bang for your buck, as the saying goes.
- How do they pursue media coverage? Gaining media coverage, especially in print publications, is challenging. Your company must have the stories that will appeal to the editorial community and your agency must be persistent in pitching those stories. Ask them about their responsiveness and how they keep abreast of topics that the media might like to cover. Can they offer media training to your executives? What does it consist of? How does your PR team support your interviews? Can they handle a crisis? Look for a team that cares about your reputation just about as much as you do.
- Is the chemistry good? This is a tricky one. Make sure that the primary contacts who will be working on your account are the ones you meet in the pitch. Then focus on substance over style – you’re not looking for the flashiest agency but one that understands your business, has a proven track-record, and cares about your success. We also think it’s important to have a team with a range of ages on your account – the senior members have strategic experience and business acumen, the younger ones have current technical skills and creative passion – when you get a mix of the two, you’ll have a more complete range of perspectives on your account.
- Are collaboration and communication important to you? Assess what type of agency you want to work with – one that is very collaborative and becomes a close member of your marketing team or one that just takes your lead and executes it. Communicate that to the prospective team. Find out if their style matches yours. Ask how long their clients typically stay with them and look for an agency that has longer-term clients to know that they play well with others.
- Do they have systems in place to maximize efficiency? Even a boutique firm needs to have enough established procedures to ensure efficiency. Ask about what they do to track your competitors, what tools they use for identifying appropriate reporters and for handling social media posts. What planning do they engage to ensure your budget is well-utilized? The directness and honesty with which they handle these types of questions will help you to know if you can work with them.
- Is your budget realistic? Recognize that what an agency has to sell is its time and expertise. When you find an agency that has the contacts, the writing skills and the philosophy that provides what you need, ask what their typical client budgets are. You want to be running in the same ballpark with their other clients so you will get the time and attention your account deserves. While boutique agencies are often specialists at getting quite a bit done on modest budgets, they still need enough hours to think, plan and strategize so that the writing and pitching they do makes sense for your company – so give them a large enough budget to meet your goals.
- How do they measure success? How much reporting is done often depends on the size of your budget because that is time spent on your account, too. Sending you clips of media coverage is only one measure and it is pretty typical. Some agencies do extensive activity reports; others keep those status reports short and put more time into the actual implementation of your activities. So check to see what reports they do as a standard matter of procedure. Then if you want additional reporting, plan the budget to accommodate it.
By assessing both “hard” and “soft” skills you will have a better chance of working with an agency that meets both your substance needs and style of operation. Remember that most agencies, even though they may require an annual contract, have a 30-60 day cancellation clause. The reason for this is twofold: one, it allows you to get out of a contract if you’re really not happy, and two, it gives the agency time to fix issues before you drop the relationship. Public relations success takes time and persistence to achieve, so, while you should see a flurry of activity pretty rapidly, expect results to increase over time. PR is a long term strategy that builds momentum over the course of months, not weeks.
This blog was contributed by Beth Walsh, Vice President at Clearpoint Agency.
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