public comment policy

Why You Need a Public Comment Policy

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I work with governments and organizations that must be transparent. These are just the types of entities that must have public comment policies. You may need one as well. Take a look at some of the most common questions I hear on this topic. What's…
desert wasteland channel abadonment

Social Media Channel Abandonment Wasteland

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I'm here to warn you about a very real and damaging action you aren't taking and it's inflicting a tremendous amount of damage to your brand. It's channel abandonment. That Tumblr account you opened one weekend and put a ton of effort into…
how-to-respond-to-yelp-reviews

How to Respond to Yelp Reviews

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I recognize the needs of my clients when I'm consistently asked the same question. Recently I was asked how to respond to Yelp reviews by several different clients within just a few days. It hadn't occurred to me that this information wasn't…
astroturf

North Bay Leadership Council

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I was invited to the North Bay Leadership Council Frontliners meeting on December 15, 2014 to talk about reputation management in social media. For further reading, check out the blogs I've written on the subject in the category sidebar or by…
jadeveon clowney

Every Step You Take (Online), Someone's Watching You

There are so many times I want to vague book, be snarky online, or like a post and something holds me back. I often feel like I know too much about the online world and it causes me to be too censored and that my online presence isn't an accurate…
social customer service

Always 900 People In Line | Social Customer Service

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I deal with a lot of banks in my life, just like you do, I'm sure. Let me list the ways: checking accounts, business banking, mortgages, car payments, HSA, college funds, credit cards, and only a few of mine are housed under the same roof.…

Get Those Social Media Keys Back!

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When anyone with access to your digital assets or social media accounts leaves your organization, make sure you change your passwords and remove all of their points of access. Just like you'd get back their keycards and keys to the building,…

The Odd Importance of My Entertainment Career

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My first dream was to be a writer. My second, to be an actress. My first play was in kindergarten. I was T the Turtle. Turtle gets captured by S the Spider, that evil arachnid, and is essentially, the star of the play and alphabet. It was my…

Social Media Personalizes Your Brand

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Take a second and think of the brands or companies you interact with that have the worst reputations. Here are the ones that come to mind for me: Department of Motor Vehicles (DMV) Comcast United States Postal Service (USPS) I was…
astroturf

Avoid Astroturfing

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Have you heard of "Astroturfing"? It's the practice of writing false online reviews for businesses and you should avoid it if you want to keep your business and your money. Many organizations think nothing of asking friends and family to provide…