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Carri Bugbee

How to Manage a Social Media Crisis Without Losing Your Mind - 0 views

coschedule.com/...social-media-crisis-management

social+media social media crisis communications crisis management

shared by Carri Bugbee on 10 Mar 19 - No Cached
  • snag your free template to put together a complete crisis communication strategy. Use this post as a guide to complete it.
  • Create a Social Media Crisis Scale Convince and Convert devised a great solution to this problem. They built a customer response flowchart that matches the severity of an issue, to the right course of action.
  • Crisis Level 1: Isolated customer complaints and questions. Crisis Level 2: Angry customers, broken links, posts directing to the wrong page, factual inaccuracies, major misspellings on social posts. Crisis Level 3: High volume of angry customers, service outages, lack of product availability. Crisis Level 4: Product recalls, defective services or products, widespread negative press coverage, layoffs. Crisis Level 5: Lawsuits, serious accidents resulting in injury, illegal employee conduct.
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  • Terms You Should Monitor What should you track with these tools? Consider the following: Mentions of your brand name. Mentions of your CEO or important executives. Competitive brand mentions. Relevant industry terms. Key influencers.
  • Keep an eye on your brand mentions. Check in periodically and use email alerts to stay on top of discussions as they happen. Use your crisis scale to assess problems. Then, respond accordingly.
  • To determine how many negative messages constitutes a crisis, Hootsuite recommends setting crisis thresholds.
  • Using your crisis scale, establish who is responsible for managing the response at each level. It might look something like this:
  • Your employees likely all have their own social media accounts. When disaster strikes, they may not know what they can (and can’t) say about the issue publically. So, it’s important to make sure they don’t go rogue or leak information you don’t want to be released. This could make a bad situation worse. Get in front of this with a documented response plan.
  • Craft Emergency Response Messaging Templates When a mistake happens, you may not have time to issue a detailed response right away. However, you’ll need to say something to acknowledge you’re aware of the issue before things get out of hand.
Carri Bugbee

What are the job responsibilities of marketing technology management? - Chief Marketing... - 0 views

chiefmartec.com/...echnology-job-responsibilities

MarTech marketing technologies marketing automation marketing technology

shared by Carri Bugbee on 13 Mar 19 - No Cached
  • One of the first things that jumps out from the year-over-year data is the consistency of the top five responsibilities. From martech staff and managers up to more senior directors and VPs, these are the core functions that these roles deliver to the organization: Research and recommend new marketing technology products. Operate marketing technology products as an administrator. Train and support marketing staff on using marketing technology products. Integrate marketing technology products with each other. Monitor data quality within marketing technology products.
  • It is disappointing that, for the second year in a row, performing data privacy and compliance reviews and performing security reviews both remained at the bottom of the list of martech responsibilities — and even dropped a few percentage points.
  • enior roles are much more likely — 37% to 42% more likely — to: Pay for marketing technology products from a budget, partially or fully (71%) Negotiate business terms for purchasing marketing technology products (68%) Approve or veto purchase of marketing technology products (68%)
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  • The majority of senior martech leaders also own these responsibilities: Architect the overall marketing stack of all marketing technology products (69%) Monitor the performance and other SLAs of marketing technology products (56%) Integrate marketing technology products with non-marketing systems (58%) Perform technical reviews of marketing technology products (56%) Identify and sundown outdated or unused marketing technology products (59%) Identify and consolidate multiple instances of same or similar marketing technology products (56%)
  • Now every marketer is an app developer — even if they don’t know it. Marketers are tailoring marketing technology for their specific workflows and customer experiences, but they’re not explicitly doing “software development” with programming languages like Python or Javascript.
Carri Bugbee

Report: Advertisers Wise to Tune into Social TV | Response Magazine - 1 views

www.responsemagazine.com/...isers-wise-tune-social-tv-5158

socialTV social TV television response DRTV

shared by Carri Bugbee on 27 Mar 13 - No Cached
  • “TV and video content providers such as cable companies have a great opportunity to target heavy users with social TV in order to reduce potential churn,” said Michael Gartenberg, research director at Gartner. “The time to take advantage of this opportunity is right now as social TV services have not yet been dominated by a single solution and the market is far from saturated.”
  • Connected TV will open up access to a much wider range of content via the Internet, opening the possibility of worldwide video sharing.
  • ideo influences consumers the most when considering a purchase – up more than 20 percent – banner and search advertising continue to decline. Less than 50 percent now find paid search influential when making a decision, down from about 60 percent during the past three years.
Carri Bugbee

Why Marketers Need to Reorganize Around the Most Powerful Behavior Principle of All: Ut... - 1 views

adage.com/...240860

utility marketing brand branding nike fuel band

shared by Carri Bugbee on 18 Apr 13 - No Cached
  • Carri Bugbee on 18 Apr 13
     
    To plan a more complete response to the new world, marketing needs to reorganize around its unifying principle: utility. Above all, utility is a response to, and a requirement of, the inevitable time crunch in a tech-sped world. That's why Nike Fuel Band wasn't just the innovation of the year; it's the first full-utility footprint. Utility also requires replacing the chain of faith with a chain of actions. We need to plan and monitor how our messaging bounces along the stream of consumer interaction, and through the path of commerce. For example, retargeting extends utility to display advertising, and smartphone point-and-shop apps (e.g. WiO and Shazam) start to fulfill on the commercial potential of interactive TV. Your content needs to let me activate on my terms. Utility also means we need to understand consumer behavior after seeing ads, not just before. The weight of marketing research has been on targeting. Now we need to create the lens for the complete activation spectrum.
Carri Bugbee

How do you stop fake news? In Germany, with a law. - The Washington Post - 0 views

www.washingtonpost.com/...7-bcc2-7d1a0973e7b2_story.html

shared by Carri Bugbee on 06 Apr 17 - No Cached
  • “We work very hard to remove illegal content from our platform and are determined to work with others to solve this problem,” the company said in a statement. “As experts have pointed out, this legislation would force private companies rather than the courts to become the judges of what is illegal in Germany.”
  • Germany officially unveiled a landmark social-media bill Wednesday that could quickly turn this nation into a test case in the effort to combat the spread of fake news and hate speech in the West.
  • The highly anticipated draft bill is also highly contentious, with critics denouncing it as a curb on free speech. If passed, as now appears likely, the measure would compel large outlets such as Facebook and Twitter to rapidly remove fake news that incites hate, as well as other “criminal” content, or face fines as high as 50 million euros ($53 million). Chancellor Angela Merkel’s cabinet agreed on the draft bill Wednesday, giving it a high chance of approval in the German Parliament before national elections in September. In effect, the move is Germany’s response to a barrage of fake news during last year’s elections in the United States, with officials seeking to prevent a similar onslaught here.
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  • “The providers of social networks are responsible when their platforms are misused to spread hate crime or illegal false news,” German Justice Minister Heiko Maas said in a statement. The proposed law would apply only within German borders. But Maas said Wednesday he would press for similar measures across the European Union. A number of European countries have also sought to counter the fake-news scourge. The Czech Republic recently inaugurated a special unit charged with denouncing false reports. Should the German measure become law, however, experts say it would amount to the boldest step yet by a major Western nation to control social-media content. Depending on how obviously false or illegal a post is, companies would have as little as 24 hours to remove it.
  • In addition to fake news and hate speech, the draft bill would target posts seen as inciting terrorism or spreading child pornography. Officials have cited a surge of hate speech across the Internet as a major factor behind the rise of far-right violence in Germany, including arson attacks at refugee centers and assaults on police officers.
  • One of the companies most affected by the bill is Facebook, which has sought to sidestep such laws by taking voluntary measures to curb the spread of fake news. The company echoed concerns that the bill would wrongly foist upon corporations a level of decision-making on the legality of content that should instead reside with German courts.
  • Rather than setting a new standard, officials also say they are simply forcing social-media outlets to comply with existing laws governing hate speech and incitement in Germany. Incitement and defamation laws here are far broader than in the United States; for instance, laws on the books forbid defaming German leaders and make denial of the Holocaust a crime.
Carri Bugbee

Applying Agile Methodology To Marketing Can Pay Dividends: Survey - 0 views

www.forbes.com/...eting-can-pay-dividends-survey

agile marketing A4M agile

shared by Carri Bugbee on 21 Jan 15 - No Cached
  • In today’s fast-paced, multichannel world, marketers no longer have the luxury to spend months crafting large projects; they must innovate and produce on the fly and respond immediately to market disruptions. In their new report, the researchers explain, “Agile for Marketing (A4M) drives long-term marketing strategies with short-term, customer-focused iterative projects that improve responsiveness and relevance. It allows for faster creative, more testing, smarter improvements and better results.”
  • 63% of marketing leaders indicate agility as a high priority, but only 40% rate themselves as agile.
  • The CMOs we spoke with needed a solution that would help them orient marketing activities around the constant change in the marketplace—a solution that allows them to be more dynamic and flexible in their operations, more productive, and more collaborative and integrated in their work product.
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  • Where confusion or inconsistency sets in is around Agile, the methodology, and the use of it in marketing. Agile helps reinforce a culture of agility by providing structure that drives marketers to be iterative, flexible, customer-centered, and focused on priorities of high-value. Many CMOs are unfamiliar with the Agile Methodology used in software development and its application to marketing. We are seeing adoption grow, but it’s still a new concept in marketing.
  • As CMOs become more and more responsible for growth, they have an unprecedented need for speed and flexibility.
  • Marketers who wait to deliver a big splash are not taking advantage of real-time ways to infuse market feedback into the development process.
Carri Bugbee

Relevance And ROI: The Advantages Of Agile For Marketing - 0 views

www.cmo.com/...relevance_and_roi_th.html

agile marketing agile A4M

shared by Carri Bugbee on 21 Jan 15 - No Cached
  • “The days of the big bang campaign are gone. We don’t have time to spend months baking ideas and putting a big bang into market.” Article Highlights: The way we think about and execute marketing is in flux. Agile for Marketing (A4M) empowers organizations to be more responsive to the market.Now is the time to create a new competitive advantage through innovation and responsiveness.
  • CMOs adopting A4M have an unprecedented ability to tackle corporate and market realities with ease, speed, and intelligence. And our research shows that translates into stronger business performance and higher employee satisfaction.
  • agile firms grow revenue 37 percent faster and generate 30 percent higher profits than nonagile organizations.
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  • To help you get the agile advantage, over the next few weeks we’ll share deeper dives into the seven principles of A4M: Flexible and focused Data-driven Iterative and experimental Clear and transparent Collaborative Empowered Customer-centric
Carri Bugbee

Act fast, recover quickly-3 lessons from Starbucks' PR fiasco - Agility PR Solutions - 0 views

www.agilitypr.com/...-3-lessons-starbucks-pr-fiasco

crisis communications crisis management social media public relations PR social+media analytics Starbucks

shared by Carri Bugbee on 23 Apr 18 - No Cached
  • Don’t Just Apologize, Act They say actions speak louder than words, and the “they” in this scenario, are consumers on social media. When tracking conversations about the Starbucks apology and their announcement to close 8,000 stores in May, we found that there was much more social interest in Starbucks’ action than their carefully worded apology.
  • 71% of the conversation about the Starbucks apology was disgusted with it, as opposed to 38% of those discussing the actions were disgusted with that decision
  • Both progressive and conservative affiliations use the hashtag #BoycottStarbucks the most. However, those with more progressive leanings are using the hashtag in response to the racial profiling incident itself, whereas conservatives are using the hashtag in response to Starbucks taking a stance against the employee for calling the police, stating that it was an overreaction to the incident. Conservatives are also rattled by the store closures in May.
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  • This may create ambiguity in how a brand should respond, given that there are two competing conversations happening here.
Carri Bugbee

Facebook's 'Like' button puts websites into EU privacy firing line - 0 views

www.digitalcommerce360.com/...es-into-eu-privacy-firing-line

facebook button websites GDPR Europe privacy

shared by Carri Bugbee on 31 Jul 19 - No Cached
  • The case dates back to before the EU enacted much stricter privacy rules with its General Data Protection Regulation, or GDPR. Still, the concept of two companies being seen as joint controllers for data protection reasons, remains relevant in the new rules, said Tom De Cordier, a technology and data protection lawyer at CMS DeBacker in Brussels.
  • “The level of awareness of this risk is still very low.”
  • Carri Bugbee on 31 Jul 19
     
    The owner of a website can be held jointly responsible for "the collection and transmission to Facebook of the personal data of visitors to its website," the Luxembourg-based court said in a ruling on Monday.
Carri Bugbee

Survey: 65 percent of social media pros juggle other duties | Articles | Home - 1 views

www.prdaily.com/...13251.aspx

teams staffing planning

shared by Carri Bugbee on 28 Nov 12 - No Cached
  • Fully 65 percent of organizations pile social media on top of other responsibilities, while only 27 percent focus exclusively on the emerging platforms. Sixty-nine percent are dissatisfied or only "somewhat satisfied" with how they measure their social media effort. Only 31 percent are "satisfied" or "very satisfied."
  • Just 13 percent of communicators agreed that their organization was "an advanced, well-run machine," while 64 percent said they use social media regularly, but have more to learn and accomplish. Another 23 percent outed themselves as "newbies."
Carri Bugbee

The art of apologising: What the United Airlines CEO should have said - 0 views

www.telegraph.co.uk/...-airlines-ceo-should-have-said

PR public relations crisis communications crisis management

shared by Carri Bugbee on 11 Apr 17 - No Cached
  • The language used is vital. Munoz did not mention the words ‘sorry’ or ‘apology’ in his internal memo, merely expressing his “regrets” that the situation arose.  “You need to think about the ramifications of getting that apology wrong, because often it’s much, much worse if you don’t get the follow-up right. Mistakes happen, but the nature of the company’s response says a lot about their ethics in general,
  • “All people want to hear is an authentic message and some action that ensures it won’t happen again. Reputations take years to build and seconds to lose. It’s not worth risking anything.”
  • the first golden rule of corporate apologising is speed: get your say in first to limit the damage and give the impression of owning up to it. Munoz’s letter came nearly 24 hours after the debacle. Then you need to empathise with the people affected – in this case not only the passenger in question, but those around him.  “He hasn’t considered the distress caused to his other passengers here. The problem is bigger than defending the actions of his staff, he needs to apologise to those clearly upset by having to witness the event and feel uncomfortable on his service,”
Carri Bugbee

15 Tips from Brand Pros on Setting Up Social Media Command Centers - PRNewser - 0 views

www.mediabistro.com/...pros-on-the-front-lines_b79878

command center social dashboard social media

shared by Carri Bugbee on 16 Dec 13 - No Cached
  • .Designate staff and agency roles: “Make sure everyone essential is there and that each person has a clear set of responsibilities”,
  • 5.Streamline necessary approvals: Obtain pre-approvals where needed from legal. Capital One even had a lawyer on call to ensure their ability to react fast.
  • 6.Rehearse the process: The command center team needs to practice “to see who makes the final calls and pushes the buttons”, said McLean. MasterCard does “mock examples first so we’re ready for prime time”, Cohen reported.
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  • 8.Focus on visuals: They all prioritize images and have designers on hand to create infographics. They gave examples, such as Coca-Cola’s Royal Baby announcement, and MasterCard’s Grammy Awards infographics. (image)
Carri Bugbee

Facebook to Use Web Browsing History For Ad Targeting | Digital - Advertising Age - 0 views

adage.com/...293656

facebook web browsing history targeting retargeting advertising ads privacy

shared by Carri Bugbee on 12 Jun 14 - No Cached
  • From every ad, users can also steer themselves to an "ads preferences" settings page, where they can tell Facebook not to show them ads based on their inferred affinity for certain categories. Conversely, they can also select categories they are interested in.
  • Now users who click or tap on the drop-down menu on a Facebook ad and select "Why am I seeing this ad?" will be taken to a brief explanation for why that ad was shown to them. For instance, a user could be told they saw an ad because they're interested in televisions, and that Facebook's inference was based on pages they've liked and ads they've clicked on.
  • the new targeting is intended to help direct-response advertisers, in particular, to make their Facebook ads more relevant to their selected audience.
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  • For now, it will capture websites that use Facebook's conversion tracking pixel -- which advertisers affix to see if their Facebook ads are yielding sales and traffic -- as well as mobile apps that use Facebook's software development kit to deploy Facebook services, like the log-in. Websites and apps that have Facebook's tracking software encoded to retarget their visitors are also in the mix. Impressions tracked via the "like" button encoded in mobile apps -- which Facebook recently introduced at its f8 conference for developers -- will also be included.
Carri Bugbee

Closing the Social Loop Through Content Marketing - 0 views

www.searchenginejournal.com/...97293

social+media content marketing strategy owned media

shared by Carri Bugbee on 02 May 14 - No Cached
  • Most of your content is getting lost in the shuffle. Recycle it! Let the customer’s social activity tell you what they prefer. Engagement in social is good, but not if that’s all you get. Some top brands have made the transition to acting like publishers with dedicated internal and external teams cranking out content.
  • Top tactics used by savvy publishing brands are: Storytelling – high quality engaging content on an going basis Infographic Creation – relevant lists and how to’s Visual Content Marketing – compelling visuals eBook Creation – great for lead generation eMailer Personalization – targeting with relevance and being the information / education source Content Curation within an Industry – keep people coming to you because you find what’s hot and important to your customers, making it easy for them to keep current Webinars / Pod Casts / Google Hangouts – establishes authority Slide Share Presos – extends your corporate social graph and thought leadership Case Studies – SEO value and high share currency Videos to Motion Infographics – video is growing
  • Brands have a need for smart content routing and unique displays which enable them to maximize customer engagement and experience at every touch point, increasing site participation, and garnering higher social share just begs to get fracked.
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  • Brands must embrace customer driven publishing techniques to scale their own engagement and utilize intelligence to drive higher call to action responses. There are several examples of content recommendation and discovery platforms. You may have seen them on bottom or right sides of sites, labeled “Sponsored”, “Content Found for You”, or “You Might Also Like”.
  • Companies like Outbrian, Taboola and Zemanta all provide content fracking techniques over some of the biggest publishing networks. Here is a list of the top platforms, ranked by market share (based on LeadLedger analysis). OutBrain Taboola NRelate Zemanta Disqus Scribol ShareThrough
  • Carri Bugbee on 02 May 14
     
    How to Frack Your Content Marketing and Close The Social Loop
Carri Bugbee

6 Reasons Marketing Is Moving In-House - 0 views

hbr.org/...s-marketing-is-moving-in-house

in house marketing in-house marketing strategy ad agencies

shared by Carri Bugbee on 01 Sep 15 - No Cached
  • 1. Agencies are slow.
  • “The work is moving closer to where the customers are, where the responses can be more rapid and connected.”
  •  2. Agencies are stuck on advertising.
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  • Another brand manager told me that many agencies are creating social spin-offs but they still operate like traditional ad agencies
  •  3. Continuity has become more important than campaigns. There’s a key difference between funding an ad campaign and supporting a social media effort.
  • 4. Companies no longer want to outsource customer relationships.
  • “Agency employees are stretched thin, and their ideas are too. It’s harder to invest in a brand and do a bang up, non-cookie-cutter job for a client when you have 12 other brands on your time sheet. Moving to the client side allows for more opportunity to really invest in one brand and watch it grow.”
Carri Bugbee

10 Significant Things You Likely Didn't Know About Social Media But Should | Fast Compa... - 0 views

www.fastcompany.com/...-about-social-media-but-should

social media Marketing Twitter facebook instagram

shared by Carri Bugbee on 16 Mar 15 - No Cached
  • . Twitter has 6 distinct communication networks The Pew Research Center and the Social Media Research Foundation combined on a report that analyzed thousands of Twitter conversations to come up with six distinct communication networks.
  • 4. You have less than an hour to respond on Twitter Consumers expect a lot from you on Twitter, as recent research by Lithium Technologies confirms. The real-time nature of Twitter has led to incredible expectations. According to Lithium, 53% of users who tweet at a brand expect a response within the hour. The percentage increases to 72% for those with a complaint.
Carri Bugbee

A Social Media Presence Isn't Enough - Brands Need Engagement [Report] | ClickZ - 0 views

www.clickz.com/...-brands-need-engagement-report

customer service #custserv social media

shared by Carri Bugbee on 31 Jul 14 - No Cached
  • 80 percent of companies believe they deliver superior customer service, only 8 percent of customers agree,
  • If a consumer contacts a business with a question or complaint, they typically expect a response within the hour. However, a Social Media Marketing University (SMMU) survey conducted in February shows that only 17 percent of businesses respond to customer complaints via social media within that hour time period and a surprising 21 percent of businesses never respond at all,
  • 11 percent of brands have lost revenue, 15 percent have lost customers, and 26 percent have tarnished reputations, all because of negative comments on social media.
Carri Bugbee

Your Complete Guide to Facebook Canvas Ads - 0 views

www.northlakedigital.com/e-guide-to-facebook-canvas-ads

canvas ads Facebook digital marketing

shared by Carri Bugbee on 15 Aug 18 - No Cached
  • When Should You Use Facebook Canvas Ads? There are lots of applications for Canvas ads. Whether you want to implement a conversion campaign, grow brand awareness, or generate more clicks to your site, these are a great idea. If you want to elicit a direct response, consider using a format that displays your products with a CTA button. If brand awareness is your goal, focus your efforts on creating engaging visuals and copy to attract as many views as possible. In this case, also consider paying based on CPM (impressions) rather than CPC (clicks). This will help you optimize your views.
Carri Bugbee

Top 10 PR blunders of the year-so far | Ragan Communications - 0 views

www.ragan.com/pr-blunders-of-the-year-so-far

PR public relations social+media brands

shared by Carri Bugbee on 09 Jul 18 - No Cached
  • Some of these were gaffes by clients, others were campaigns by PR and marketing teams that didn’t turn out as planned. The good news is, all these blunders left messes that somebody had to clean up, guaranteeing full employment for crisis response teams.
Carri Bugbee

Snapchat ramps up UK pitch, but ad buyers remain unconvinced - Digiday - 0 views

digiday.com/...h-ad-buyers-remain-unconvinced

Snap snapchat ads advertising viewability

shared by Carri Bugbee on 22 Mar 19 - No Cached
  • Not even the promise of lower CPMs as a result of less competition was enough to tempt large swaths of advertisers to change their view of the platform last year. But it wasn’t for lack of effort. Snapchat execs pushed the self serve auction model in the U.K. for much of 2018.
  • Snapchat’s impressions are now the cheapest of its peers, according to the ad buyers interviewed for this article.
  • ll told, the ephemeral mobile messaging app had a good year in 2018 thanks in part to the arrival of the Snap Pixel. When it launched last summer, the pixel gave its ad business more clout as agencies could go to advertisers with more accurate data based on how Snapchat’s ads drive direct response clicks to websites. Deeper data on what actions Snapchat’s ads drove meant ad buyers could move away from last click attribution models.
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  • Snapchat is optional, not compulsory, on media plans
  • Snapchat is pushing buyers to place more ads inside its show, as evidenced by a charm offensive launched this year to create short-form original shows it can sell around the Discover part of the app.
  • Carri Bugbee on 22 Mar 19
     
    Viewability has long been an issue for advertisers on Snapchat where ads remain easily skippable, contributing to low viewability rates. One paid media director at a media agency said that he has seen viewability rates in the single digits. That may potentially be addressed by a new non-skippable ad format,
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