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Airlines sucking at social media, despite it not being 2009

Years ago, failing to understand the implications of social media was common, but there is no excuse today for a major airline to screw up so royally in public. This is a teachable moment for all sizes of company.

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European airlines are grabbing headlines

This article may first appear to have been written in about 2008 or 2009. It’s hard to believe some companies – big, public facing ones – have not yet figured out how to use social media. Beyond simply using social media, though, two European airlines’ experience this week show that companies actually must restructure and change internally to some degree for their social media efforts to make any kind of difference at all.

Early in the week we saw British Airways taken to the tweetshed in a whole new and creative way. Instead of simply sending a tweet to the airline or making a video like the guy who had his guitar broken by United Airlines in 2009, a man named Hasan Syed purchased a promoted tweet to publicize the failure of the airline to return his dad’s lost luggage. Through the run of the ad targeted at Twitter users in the UK and New York, Syed spent about $1000 getting his message out about his perspective of British Airways’ customer service.

British Airways ultimately responded, but they and Syed had already both lost that fight. Adding to the problem, Syed’s tweets hit when the company’s social media operation was closed for the day. A company should at least be open for customer service during the periods in which their services are being utilized by customers.

Air Berlin has had just as tough a time on social media over the last few weeks after they lost an entire plane full of luggage and illustrated a very stunted capacity of being able to respond or help customers. An August 9th flight from Stockholm arrived in Berlin without the nearly 200 bags. It took a week for those who got their luggage returned to see any results. Whether they tried social media or other methods to reach the company, customers found themselves in an endless circle of being told to contact someone else.

What these examples show is that some companies have not only failed to become proficient in the use of social media, but they have also missed the larger imperative: that they update the structure of their company to meet newer customer service demands and avoid the consequences that come with not meeting those demands.

The implications of these errors today

A few years ago, these airlines’ reputation would have taken a hit among the impacted customers and those customers’ friends and family, but the cost of their dissatisfaction might not have been greater than the cost the airlines would have sustained to have structurally improved their customer service systems. Today, however, companies face more scrutiny and the complaints made against them when they mess up stay around online for a long time and are easily discovered by other potential customers.

So, take a look at your own company’s social media response capability and assess whether or not the infrastructure of your company backs up your capability of adequately being able to respond on social media and elsewhere. It isn’t enough to only monitor and respond on social media; your company must be structured in a manner that keeps problems from escalating to crises.

David Holmes, owner of Intrepid Solutions, has over 20 years experience planning for, avoiding, and solving crises in the public policy, political, and private sectors. David is also a professional mediator and has worked in the Texas music scene.

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How to spot if your SEO, PPC, social media marketing service provider is a con-artist

(BUSINESS) When hiring a professional, did you know there are actual questions you can ask to spot a con-artist? Too often, we trust our guts and go with the gregarious person, but too much is on the line to keep doing that with your business.

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In this day and age the cult of positive thinking and “the law of attraction” are still very much alive and well in the business services industry. Here are a few simple questions that you can ask prospective business service providers to help you gauge if they are the real deal or just caught up in the fad of “say yes to everything,” or “outsource everything” being populated online by countless “thought leaders” and cult gurus.

Lots of people will ask, “What’s the harm of people trying to make something of themselves?”

Well, I’m here to tell you there is a huge harm in taking risks with a client’s money and manipulating people into trusting their “expertise” when they have none.

Business owners: Due diligence is more important than ever these days.

There are whole communities of people helping to prop each-other up as experts in fields they know nothing about while outsourcing their tasks with little or no oversight into the actual work being done on your behalf.

It is nearly impossible for you to tell if this is even going on. Don’t worry. I am here to help you avoid a con-artist.

How? By showing you how to weed out the bad actors by asking really simple questions.

This set of questions is perfect for people who need to distinguish if the expert they are talking is really just an expert in bullshit with a likeable personality.

Why do these questions work? Because people who are into this kind of stuff are rarely hesitant to talk about it when you ask them direct questions. They believe that what they are doing is a good thing and so they are more open to sharing this information with you because they think by you by asking that you are also into similar things.

It is a fun little trick I picked up while learning to do consumer polling and political surveying.

The Questions:

  • Who influences you professionally?
  • Do you follow any “thought leaders” “gurus” or coaches? If so, who?
  • What “school” of thought do you ascribe to in your profession, and where do you learn what you know?
  • Are there any industry standards you do not agree with?
  • How do you apply the services you offer to your own company?
  • Can you please tell me the background of your support staff and can I see their CV’s?
  • Do you outsource or white label any of the work your company does?
  • May we audit your process before buying your services?
  • May we discuss your proposed strategies with others in your industry to ensure quality?
  • Would you be open to speaking with an independent consultant that is knowledgeable about your industry about your proposals?
  • Can you show me examples of your past successful jobs?
  • Do you have any industry accepted certifications and how many hours of study do you do in a year to keep your knowledge up-to-date and current?
  • How many clients have you had in the past?
  • How many clients do you have currently?
  • How many clients are you able to handle at one time?
  • How many other clients do you have that are in the same industry as my company?
  • How long is your onboarding process before we start getting down to actually making changes to help solve the issues my company is facing?
  • Can you explain to me the steps you will take to identify my company’s needs?
  • Have you ever taken a course in NLP or any other similar course of study?
  • Have you ever been a part of a Multi-Level Marketing company?
  • Fun. Right? Well, we aren’t done.

    It is not just enough to ask these questions… you have to pay attention to the answers, as well as the WAY they are answering questions.

    And you also have to RESEARCH the company after you get your answers to make sure they ring true.

    You cannot keep accepting people at face value, not when the risk is to your business, employees, and clients. There is little to no risk for a person who is being dishonest about their capabilities and skill sets. They will walk away with your money, ready to go find another target for a chance meeting that seems amazingly perfect.

    Do not leave your business decisions to chance encounters at networking events. Research before saying yes.

    No matter how likeable or appealing the person you are speaking with is.

    How do you research? Easy. THE INTERNET. Look at the website of the company you are considering working with.

    • Does it look professional? (do not use your website as a standard for professional unless you have had it done by a professional)
    • Can you see a list of their past clients?
    • Do they effectively tell their story as a company or are they just selling?
    • What do their social media profiles look like? Do they have many followers? Are they updated regularly?
    • Do they have any positive reviews on social sites? (Yelp, Facebook, Linkedin, etc)

    You can also do some simple things like running SEO Website Checkers on their websites. There are tons of these online for free and they will give you a pretty good indicator of if they are using best practices on their websites – you can even do this research on their clients’ websites.

    Also, if you know anything about SpyFu, you can run their website through that to see how they are doing their own online marketing (the same can be said for their clients if they are selling this service).

    Facebook also has a cool section that shows you ads that a Page is running. You can find this info connected to their business Page as well as the Pages they manage for their clients as well. None of these things automatically disqualify a potential service provider, but their answers the question of “why” things are the way there are might be very illuminating to you as a business owner.

    This may seem like a lot of work, and it can be if you do not do these things regularly and have them down to a system, but the cost of not doing these things is way too high. A con-artist is born every day, thanks to the internet.

    You have a right as a business owner considering services from a vendor to ask these questions.

    They also have the responsibility as a service provider to answer these questions in a professional manner. Sometimes the way in which they answer the questions is far more important than the actual answer.

    If all of this seems too overwhelming for you to handle, that is okay.

    • You can ask one of your staff in your company to take on this role and responsibility.
    • You can hire someone to come in and help you with these decisions (and you can ask them all the same questions as above before taking their services).
    • You can reach out to other business owners in your network to see if they have recommendations for someone who could help you with things.
    • Heck, you can even call up companies that look like they are doing as well as you want to be doing online and ask them who they are using for their services. Try successful companies in other industries as your competitor won’t likely be interested in sharing their secrets with you…

    What is important is that you are asking questions, researching, and ultimately making sure that you are doing as much as possible to ensure making the best decision for your company.

    Final thoughts:

    “But, Jay, what’s wrong with taking a risk on an up-and-comer?”

    The answer to that is NOTHING. There is nothing wrong with taking a chance on someone. Someone being green doesn’t make them a con-artist.

    The issue I am raising is in the honest portrayal of businesses and their capabilities. It is about honesty.

    I am a huge fan of working with people who are new and passionate about an industry. But I only work with people who are honest with me about who they are, what they can do, and how their processes work.

    I have worked with tons of people who are still learning on the job. It can be quite educational for a business owner as well.

    Just make sure they are being honest about everything up front. You are no obligated to give anyone a chance when it comes to your businesses success, and it’s not right that someone might manipulate you into doing so.

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TikTok is proof that regulating social media will be complicated

(SOCIAL MEDIA) The complexities surrounding social media regulation are getting even more intense, and TikTok’s drama reveals what could be in store for other networks.

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There’s no denying the meteor-like impact that TikTok has inflicted on the social media landscape. However, the video platform’s lack of compliance with some governments’ child privacy laws is creating all sorts of sticky situations—and foreshadowing potential drama for social media platforms to come.

Since TikTok’s location of origin—China — and the United States often end up at odds with each other, it’s no surprise that the video app found itself in trouble on this side of the world. The first sign of trouble arrived early this year when the app came under fire for allowing children under the age of 13 to use TikTok to its fullest extent — a decision that exposed them to potentially inappropriate content.

Ultimately, TikTok was fined $5.7M for violating the United States’ children privacy laws.

The lawsuit did bear a positive update for TikTok: an age verification step. As of the update, children under the age of 13 can’t use the app, and anyone looking to create a profile needs to verify their age before joining. While it’s a step in the right direction, one can’t help but wonder why age verification wasn’t included in the first place.

It’s this ridiculous level of oversight that makes TikTok’s influence so dangerous. On one hand, you could feasibly argue that the app’s freedom—however brief—allowed it to proliferate far beyond its technical and geographical limitations, thus turning it into one of the hottest video apps to come about since Vine’s untimely demise.

That said, the exploitation of children—whether willingly or otherwise—is no legacy on which to build a social media platform (or anything else, if that’s not a clear line in the sand for you).

Unfortunately, future app developers may look only at TikTok’s success without questioning its methodology.

It’s worth noting that the United States isn’t the only country attempting to combat TikTok’s rampant, unregulated growth. India has also called for TikTok to increase moderation of their content in order to cut down on fake news as well as the “risky and criminal content” that gave TikTok its controversial reputation.

Hopefully, these regulations will serve as a reminder to future social media start-up endeavors that no wildfire can burn forever, but only time will tell the full extent of TikTok’s impact on the landscape.

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How to quickly make your LinkedIn profile stand out from the masses

(SOCIAL MEDIA) Most of us have a love/hate relationship with LinkedIn, but no matter your feelings, you should be the one who stands out in a crowd – here’s how.

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Your LinkedIn is your brand. That’s it. Whether you are job hunting (or people are hunting you), or are showing off your business, insight, acumen, or simply networking; your profile on LinkedIn needs to stay appealing and not drive potential headhunters, bosses, clients, or networking groups bananas.

Let’s start with a three part list of what you MUST do, what you SHOULD do, and what you COULD do.

Here’s what you MUST DO (as in, do it now).

  1. Get a #GREAT LinkedIn photo. Nothing sells you like the right profile picture. No selfies. No mountain biking. Get a professional headshot. Don’t lie about your age. Wear what you wear when you’re on the job. Smile. People are visual.
  2. Simplify your profile. Cut the buzzwords. Cut out excess skills that don’t add to your vision or that don’t represent the kind of job you want. (i.e. most of us can use Outlook but few of us need to mention that skill because we don’t support Outlook). Focus on the skills that are important.
  3. Keep it current. Your LinkedIn should reflect your career and current responsibilities. Update the description. Add new projects. Change your groups as you change in your career and move towards new levels. Indicate when you receive a promotion.
  4. Extra, Extra! Headlines. Don’t use something lame for your headline. How would you want to catch a headhunter to look at you if you could only say 10 words? Make it standout. There are thousands of managers – but only one you.
  5. Custom URL. Just do it. Pick your own URL. It’s FREEEEEEE.
  6. Get the app. Make LinkedIn a part of your mobile life and check it more often than you do Snapchat.

Here’s what you SHOULD DO (Set aside some time at Starbucks and go do this in the next month).

  1. Tell your story. Your summary should bring to live the content of your career. Don’t leave that section blank. Spend some time crafting a cool story. Run it by your professional mentor. Send it to your English major friends.
  2. Connect. Add colleagues. Add partners from other organizations. Use connections to broaden your network. Synch your profile with your address book. Add people after a conference.
  3. Endorse your connections. Identify people you’ve worked with and give them the endorsements – which can get them to come endorse you!
  4. Ask for recommendations. Ask a colleague, partner, or manager to write you a recommendation to help advertise your skills.
  5. Add a nice cover photo. Again, visual people. Some more on that here.

Here’s what you COULD DO (If you’re feeling dedicated, what you can do to give yourself an extra edge.)

  1. Share your media. Upload presentations, videos, speeches, or projects that you can share. (Don’t violate company policy though!).
  2. Publish original content. LinkedIn has a vibrant publishing feature and sharing your original work (or content you’ve published elsewhere) is a great way to share your voice.
  3. Post status updates. Share your reactions. Share articles. Repost from influencers. Be active and keep your feed vibrant.

That’s a quick list to get started. So go start your LinkedIn makeover (and I’ll go do the same). Let’s get connected!

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