Posts by Mark

What should I do if someone complains on social media?

Posted by on Jan 27, 2015 in Blog | 0 comments

What should I do if someone complains on social media?

“If I go on social media, my customers will use it as a way to bad-mouth me.”

It’s one of the most common reasons companies tell us they have for resisting the jump onto Facebook, Twitter, etc.

Business owners fear if they create a social media account, they will be faced with a deluge of moans and groans from disgruntled people.

Is that a reason for not being on social media?

Well no, but there are some important things to think about first.

The most important point is that if you’re not on social media, how do you know what people are saying about you?

When somebody makes a complaint, instead of writing it on your Facebook page or directing a tweet to you, they are letting their friends and followers know instead.

So when it comes to you sorting out the problem, you can’t. Because you don’t even know they’re upset. And what’s better – a dissatisfied customer who you can try and turn around, or a dissatisfied customer who tells everyone he knows how bad you are – with no chance of reply?

Ironic door signThe other point to consider is, how many complaints are you expecting? If you fear it’s going to be a lot, then you need to think seriously before entering the social world. Who’s going to respond to the complaints? Have they got the right skills? How quickly will you reply? What will the process be?

They may be difficult questions to answer but that shouldn’t put you off social media. If you want to be seen as a caring, responsive company, then there is no option but to be on social. It’s just like every element of business – don’t do it unless you’re going to do it right.

We like Bplans flowchart (below) which helps when it comes to responding on social media. What do you think of it?

And if you’d like help taking those first steps into the social media world – and doing it properly – then give us a call on 01332 776910 or 0115 828 8242. We can share the many stories of how we’ve tackled reputation management issues on behalf of our clients!

Social-Media-Response-Tree

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Derby Book Festival tweets seen 47,000 times on launch day

Posted by on Jan 14, 2015 in Case studies | 0 comments

Derby Book Festival tweets seen 47,000 times on launch day

Tweets by Derby Book Festival during the 24 hours following its launch were viewed 47,100 times, according to Twitter.

On the day the festival was made public, 359 people liked its Facebook page and 277 began following its Twitter account. Six-second Vine videos made at the launch event at Waterstones in Derby were looped 790 times.

Status Social is managing the social media for the festival, which is the first of its kind in Derby. The headline performer for the June 1-7 event is bestselling author Michael Morpurgo, who wrote War Horse – turned into a movie by Steven Spielberg.

As well as capturing Vine videos, Status Social tweeted live from the launch, took photos and filmed a timelapse video of the important moments using iPhones and iPads.

Fans responded positively to the festival launch on social media, many saying they were planning to attend. @DerbyBookFest’s tweets were retweeted 134 times while the Facebook page reached more than four thousand people.

booksweekoffChairman of the Derby Book Festival, Liz Fothergill, said she was overwhelmed by the impact social media had had on getting the word out so quickly:

“Wow, words fail me, the power of social media, incredible but needs the expert that is you to make it all happen. Thank you so very much.”

And organiser Jenny Denton added: “It sounds amazing. I now better understand the phrase – ‘going viral’.”

The Derby Book Festival is being completely run by volunteers. Like Status Social, fellow Friar Gate Studios companies Revolver Revolver (design agency) and Codemakers (website builders) have given free support during the festival’s first year.

You can follow @DerbyBookFest on Twitter and Derby Book Festival on Facebook or check out the Derby Book Festival website.

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Social media experts expand with base in Nottingham

Posted by on Jan 13, 2015 in Status Social News | 0 comments

Social media experts expand with base in Nottingham

The East Midlands’ leading social media agency, Status Social, has secured studio space in Nottingham.

After working with Nottingham Trent University, Nottingham City Council, the City of Caves museum and many more organisations in Nottingham, it seemed like the time was right for us to create a base in the East Midlands’ biggest city.

We’ve taken up space in the historic Oldknows Factory – a former lace factory with more than a passing resemblance to New York’s ‘Flat Iron’ building.

Status Social Nottingham officeWe’re nestled on the top floor of the factory within the studios of Fat Free Media, a ground-breaking video production company. Fat Free Media began life in 2007 and has worked with top names such as Toyota, Boots and the University of Cambridge. It also collaborated with Status Social on the successful VisuallySocial project which took place in Nottingham in 2013.

Our home in Derby remains the same – at Friar Gate Studios in the city’s Cathedral Quarter.

Status Social director Mark Saxby said: “We have seen an increasing number of enquiries from Nottingham businesses which recognise that we offer a social media service above and beyond our competitors. It makes sense to have a base in Nottingham where we can meet with potential and existing clients and become fully immersed in the Nottingham creative scene.

“Our social media consultant Claire Hannon has been working with the city’s businesses for some time and will continue building successful relationships there.”

Status Social Nottingham office poolFat Free Media founder Neil Rostance said: “We are really pleased to welcome Status Social, there is lots of exciting cross-over between both businesses and I really look forward to sharing the space and knowledge to benefit all our clients. We’re lucky to have such a relaxed and creative space and I know Status Social will be very happy and productive here!”

If you are involved in a business in Nottingham and would like to talk to Claire about your social media requirements then email her at claire@statussocial.co.uk or call her on 07969 528397.

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Annabel’s Angels named Charity of the Year

Posted by on Dec 23, 2014 in Status Social News | 0 comments

Annabel’s Angels named Charity of the Year

Derby-based cancer support group Annabel’s Angels is to be the Status Social Charity of the Year 2015.

After receiving entries from numerous fabulous East Midlands charities, we have chosen Annabel’s Angels which supports cancer victims and their families in the Derby area.

Volunteers at the charity will receive help in putting together a social media strategy, high-level training in their relevant social networks and ongoing consultation.

Status Social 2014 Charity of the Year, Risley-based Treetops Hospice, witnessed a significant growth in brand awareness after putting their training into practice.

Annabel’s Angels was inspired by mum-of-three Annabel Hancox, who died in 2012 aged 40. During her illness, she spent her time helping other sufferers through online forums and texting.

The charity, led by Annabel’s husband Simon, carries out fundraising for cancer patients and their families and runs an interactive online support service for them.

Simon said: “My fellow trustees and I are thrilled at being chosen as Status Social’s Charity of the Year 2015. Social media has been a significant part of our early success but this has generally been on an ad hoc basis rather than being part of a planned strategy.

“I know we can achieve so much more and reach so many more people by working with the Status Social team. Exciting times indeed.”

Status Social director Mark Saxby said the story of Annabel’s Angels had touched the heart of staff.

Status Social charity of the year“It was so difficult choosing the charity to support. We had entries from across the East Midlands from some wonderful organisations – we would have loved to have supported all of them.

“One of our criteria for our choice of our Charity of the Year is that there is a determination by the recipients to see results from social media – that’s at the heart of what we do at Status Social. The Annabel’s Angels team know they need support to make social media really work for them – and that’s where our guidance will come in.”

Find out more about Annabel’s Angels and how you can support them.

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Social media training helps Derbyshire charity reach out.

Posted by on Nov 30, 2014 in Case studies | 0 comments

Social media training helps Derbyshire charity reach out.

A Derbyshire charity which was given a year’s free social media training, strategy and consultation says it has seen dramatic results.

Treetops Hospice, which has its headquarters in Risley, says it is now engaging with five times as many people over social media than it was in 2013.

It also reports double the number of people are now seeing its Facebook posts, over the time when many businesses and charities say they have experienced a fall.

Treetops Hospice is the 2014 Status Social Charity of the Year and has undergone a series of social media workshops designed to help staff use the medium more effectively.

Status Social is now seeking applications from across the East Midlands and East Staffordshire for its 2015 Charity of the Year.

Lizzie Banks is the marketing executive at Treetops Hospice: “In January, Status Social chose Treetops Hospice as its first ever charity of the year. We were thrilled as we already knew of the company’s work and were keen to learn as much as possible from them. They haven’t disappointed.”

Treetops Hospice has particularly seen great results on its Facebook page since the training. Lizzie said: “A status about our Vintage Fayre in October got almost 16,000 organic impressions (we normally average 1,000). We’d never held a vintage fayre before and had zero budget to publicise it. Over 800 people attended on the day, and it raised £4,000 for the hospice.

“In October 2013, the average number of people seeing our Facebook posts was 438. In October 2014 it was 824. In October 2013, we engaged with an average of 49 people per day. In October 2014, it was 273.”

The number of likes on the Treetops Hospice Facebook page has also increased from 832 to 1416 over the last year.

Lizzie added: “All the training and support given by Status Social was professional, easy to understand, very interactive and surprisingly fun.

“The real test though is once you’re back in the office. Can you actually put what you’ve learnt into practice? I’m not going to pretend it’s easy. You do have to dedicate time and effort to it. But the more you do it, and the more you can learn from the experts, the easier it becomes.”

See what Lizzie thought about the individual workshops below.

Status Social director Mark Saxby added: “It’s been great working with Treetops – a charity which committed to putting their training into practice, with fabulous results. And I know there’s more to come.

Status Social charity of the year“We are looking for a similar determination from next year’s Status Social Charity of the Year. A charity which recognises the power of social media and the difference it can making to fundraising, increasing brand awareness and engaging with supporters.”

See more details and how you can apply on our Charity of the Year page.

What Lizzie Banks from Treetops Hospice thought about each social media training session

Social media strategy
The social media strategy sessions gave us the time and expert guidance to focus on what we really wanted to achieve with social media, and how best to go about it.

We didn’t want to just ‘do’ social media because everyone else is doing it. We wanted to actively engage with people to promote our services and inspire fundraising.

Facebook training workshop
The Facebook training was an eye-opener. Following the training, we shared what we’d learnt from Mark with our fundraising, lottery and retail staff, and encouraged them to start posting on the Treetops Facebook page.

We wouldn’t have had the confidence to do this without Status Social’s help. On the whole, this has been a very positive step. Since letting our fundraisers loose on our Facebook page, their personalities have shone through and the reach of our posts has increased markedly.

It’s helped us to write more creatively, from the perspective of the reader, rather than simply repeating the same “come to our fundraising event” message.

Twitter training workshop
We’ve used Twitter on and off for years. We tended to do a flurry of tweets over a week, then forget Twitter existed for a month, and then have another flurry of tweets. We were very inconsistent and it always seemed to fall off the ‘to do’ list. Thanks to the training, we’re now using it more consistently and more creatively.

We’re now seeing more fundraisers tagging Treetops when talking about their fundraising challenges, and we’re enjoying talking to them and sharing their successes.

Blogging workshop
The blogging training was very thought-provoking and made us realise how many different stories we can tell from different perspectives within the hospice. The exercise at the end of the training session was particularly valuable for highlighting the different writing styles of our staff team. We came away full of ideas and eager to get started.

If you’d like help using social media for your charity or business then contact us for a free social media consultation.Status Social charity of the year

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