Companies should bolster their social media engagement activities if they want to maintain and protect their brand reputation to create a genuine human connection between themselves and customers. The Chartered Institute of…
Maintain your brand reputation with a positive social media experience
Companies should bolster their social media engagement activities if they want to maintain and protect…
Creating value from social media customer service
Excellent, proactive customer service on social media is a differentiating factor for brands. People’s expectations…
Should a brand get involved in political debate? An analysis of Ben & Jerry’s recent criticism of UK immigration policy.
Communications and Crisis Director Lisa Barnett analyses the overwhelming and unusual response to Ben…
Should brands engage in social activism?
2020 has been a year of intense social activism as people demand long-overdue social changes.…
It’s Time To Review Your Tone Of Voice
Having worked in publishing, community management and social media and now specialising in communications, I’m…
Changing your communications approach during a crisis
Content calendars, creative briefs and advertising budgets are being ripped apart during the coronavirus pandemic…
Twitter restricts who can reply to your tweets
Twitter has announced it will bring in functionality giving brands the control over who can…
Social media customer service: best practice for 2020
It may be a new decade, but what people see as excellent customer service remains…
Leave Community Engagement to specialists but with a role for PR
The role and responsibility for Community Management and who is best placed to service it…