Featured | @SilkCharm | Laurel Papworth

8 ways to deal with negative comments in online communities

Featured, Featured Articles, Marketing, social media 110 Responses »

Apr 262011

How do you respond to a negative comment in an online community, on Facebook? Shut the Page down, ban the commenter, suck up to them? How about a bitchy tweet on Twitter? Fight with them? Ignore them? Promise to do better? Many social media guidelines have a one-size-fits-all approach when it comes to addressing negative criticism in social networks, but assessing the situation and the potential positive vs negative outcomes of responses is a skill that comes from experience. PS: Your marketing intern may not have that skill!

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7 Levels of Social Media Engagement

Diagram, Featured, Online Communities, social media, social networks 33 Responses »

Mar 112011

There are seven stages to social media engagement from shallow monitoring to deep peer to peer economies. How deep is the rabbit hole of social media? Is your organisation doing the minimum they can do, or are they quite advanced? I put together this diagram to show the steps from shallow engagement such as just monitoring to full engagement including co-creating products and services. It’s probably worth noting that every baby steps stage in social media engagement is valid – from little acorns big ol’ oak trees grow

Agency Flash Mobs vs Social Flash Mobs

Facebook, Featured, Featured Articles, Online Communities, social media, social networks 14 Responses »

Sep 022010

If flash mobbing was originally a group of strangers from the internet/Facebook meeting in the real world, doing a flash freeze at a set time and then walking off, what is agency created, arts organisation choreagraphed and danced, performance installations with professional filming and promotion to flog products?

Facebook Credit: Zuckerberg next Treasurer of the Internet App2User

Facebook, Featured, Featured Articles, Monetization, Money, Online Communities, revenue, social media, social networks, virtual world 23 Responses »

Aug 012010

Facebook credits and liquidity program – integrating real world currencies, gift cards and virtual economies. What will happen now Facebook is 500,000 members strong? The currency of the internet?

Enterprise 2.0: social scorecard and social media karma

Featured, Featured Articles, Online Communities, social media, social networks 23 Responses »

Jun 172010

Rewarding badges and points systems on your intranet – social scorecards – could be the turning point for turning your enterprise 2.0 systems from a thing of work to a thing of play. Foursquare becomes Social Work and all the better for it. And don’t be surprised if Facebook comes up with some kind of Facebook Credits/Work Game scorecard integration. If you are new to these concepts you might like Verified Accounts and Leadership Badges or, more likely, The Role of Leaderboards in Online Communities. Yesterday I attended the Sharepoint geekfest at The Hilton Sydney. I plonked myself down in the Continue Reading…

22 Twitter revenue streams – monetizing tweets

Featured, Monetization, Online Communities, revenue, social media, social networks, Twitter 15 Responses »

Apr 142010

Whenever I present or give classes on monetizing social networks and online communities people usually have two questions. One, should we monetize other people’s activity? Two, how can Twitter make money? The first question is ethical – if money and currency is about a show of worth, a menu of value, then yes, we can monetize conversations and activities. Because if we don’t people have to find a way to show value themselves and that’s harder. Question two comes from Question one (in part) - if Twitter doesn’t find a way for us to show we value it, it will fold/go Continue Reading…

Fanpages: List of top 100+ Australian Facebook Fan Pages

Facebook, Featured, Featured Articles, social media 105 Responses »

Mar 312010

Ever wondered which Australian companies, icons, brands have the most fans on Facebook? Here’s a list of fan Pages for Australian companies, in order of most fans. Please don’t confuse volume with being “good” at social media. Alriighty? Nothing to see here, move along, this is for my social media classes. I use this list to teach classes on social media. We go through some of the pages and evaluate how well they are doing. We also look at the pages that aggregate all their products and brands on multiple tabs on one page versus individual pages for each brand. Continue Reading…

Australia: Industry Head, Social Media

Featured, Marketing, Online Communities, social media, Social Media Australia, social networks 15 Responses »

Dec 172009

Marketing Magazine name Industry Head of Social Media for Australia. What is an Industry? What is an Influencer? What commodity does social media create, to make an industry? Kate Kendall (@KateKendall) from Marketing Magazine approached me a little while ago to write a piece on the “state of the social media industry”. I hunkered down and tried to figure out what I’ve seen change since returning to Australia in 2005 and it’s now been published in the 2010 Media Survival Guide. The Media Survival Guide has a bunch of sections with pieces from Industry Head, a panel, case study, future Continue Reading…

Australia Toyota Yaris social media campaign Downfall

Featured, Online Communities, social media, Social Media Australia, social networks 51 Responses »

Nov 082009

Toyota have chosen 5 or 6 agencies and have asked them to spend $15,000 each on a “social media marketing campaign”. Think “stunt” and you have a better idea of what they are talking about.. And while traditional media pitches means war to get content into banner ads, on TV and radio, when it comes to using the same tactics in online communities, there’s damage done. What happened to engagement, respect, conversation, collaboration, dialogue? Re: the video. If you want a different kind of engagement than social media stunts, please retweet or comment or link or something? If you are Continue Reading…

Media140 Sydney: Social Media Twitter & Journalism

Event, Featured, Media, Online Communities, social media, Social Media Australia, Social Media Business, social networks 33 Responses »

Nov 062009

I spoke at Media140 Sydney – I want to highlight some of the “arguments” used against social media by the panels, also focus on Everybody co-creating The Human Narrative and the diminishing role of journalists who take news from one part of the community and deliver it to another part: It’s not YOUR content. It’s our content. Our stories. We didn’t give you the Human Story, we loaned it to you, and now we’re taking it back. Such an odd day – I couldn’t seem to get my feet under me at Media140 Sydney. Journalists kept coming up with the Continue Reading…

API Widget Economy: Social Media Business Podcast

Featured, Monetization, Money, Online Communities, revenue, social media, Social Media Business, social networks 14 Responses »

Nov 032009

Episode 3 focusses on monetizing APIs and looking at revenue streams from widgets. Companies that open their business databases and stream that data out, can have an army of hundreds of thousands (mostly) unpaid developers creating Facebook apps, iPhone apps and blog widgets to help sell their products and services. Web 3.0 is “little bits everywhere” – don’t force customers to come to your site, let them do purchase your products on their site, where they are, and let their social network be informed. An overview of social media monetization revenues. Note: you can subscribe to video on iTunes and Continue Reading…

Facebook: Sentiment Measurement and social media

Facebook, Featured, Online Communities, social media, social networks 16 Responses »

Oct 102009

Facebook status updates tell us the emotional health of the nation and the Gross National Happiness of members. 300 million ? 400 million? of ‘em.

How NOT to do Customer Service on Twitter Crucial Paradigm

blogs, CSR, customer service, Featured, Online Communities, social media, social networks, Twitter 98 Responses »

Oct 062009

Crucial paradigm versus a client over a Twitter comment. Justified?

Social media cost of inaction: COI

Featured, Online Communities, social media, Social Media Australia, social networks, web 2.0 17 Responses »

Oct 042009

Social media ROI return on investment is a popular topic but what about cost of inaction, COI?

MySpace Music Australia launch

blogs, Event, Featured, Media, Online Communities, social media, Social Media Australia, social networks, web 2.0 13 Responses »

Oct 012009

MySpace Australian launches – find filter and forward music, a front end on to iTunes and stuff. But given that Apple iTunes already has an affiliate membership program – members benefit from helping to sell music – one wonders why MySpace isn’t offering the a similar deal to MySpacers who help sell music from their MySpace pages… ?

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