Do You Live For The Moment Or For Social Media?

I recently attended a concert in Portland, Maine and was intrigued by the audience’s behavior. They were very consumed by the music and light show and the majority of the crowd was dancing all.night.long! I saw no one taking pictures or checking notifications on their mobile devices.
As a social media marketer, you can imagine my surprise. Here we have a real life experience that is moving people by the masses and yet not a soul is concerned about capturing or re-creating the experience on their social media networks. It was definitely a life changing moment for me and got me thinking about a few things.
First of all, I realized that by constantly trying to capture real life moments to later share on social media takes time away from actually living your life. This is a very powerful statement and people who think life is short should take notice. #yolo
My second thought  – there are those who live for the moment and those of us who live for social media engagement. I think there is a bold line between the two and you can’t do both at the same time. You need to either live in the moment or be prepared to try and capture the moment when you think it’s happening – that’s it. Those are your options. While living the moment it is impossible to capture it yourself and by capturing the moment it’s impossible to live it, feel it and see it yourself.
So how do you capture and re-create life on social media? Well you should either schedule time to do the deed or you assign it to someone else – a photographer, a writer, a social media specialist or a videographer.
In the land of social media content, posts containing photos receive a higher engagement rate. People are trying to relive life’s moments or live vicariously via what they see and read online. As a social media marketer, it’s your responsibility to capture the moment vs. live it. And of course sometimes you have to do both; but, what you have to realize is you can’t do both at the same time.
If you need to be in person at an event – remember to take five minutes to capture enough pictures to be able to communicate the environment to your online audience at a later time. You can provide specific details in picture captions and status updates.  Plan ahead to snap pictures, video or post content in intervals throughout the night making sure to capture a portion of the beginning, the middle and the end of the event.
Often it is beneficial to hire someone to manage your social media during events such as a business convention or company outing. This person can monitor keywords, participant profiles and hashtags.  They can also post directly from the event using pictures and words to “report” life moments has they happen.
Regardless of how you make it happen, don’t forget to live for the moment (as much as you can) and if you’re a social media marketer to make sure someone is responsible for capturing and re-creating the moment on your social media networks.
If all else fails, take a bathroom selfie and call it good. 🙂

How To Use Facebook As A Customer Service Tool

If you are utilizing Facebook for marketing purposes you undoubtedly will be using this mass media channel for customer service. Below are a few ways you can have great customer service skills on Facebook while at the same time keeping your marketing objectives in check.
Always like the comment unless you don’t actually like it; then in that case – address it (see below for “address negative comments”). On Facebook, the act of liking something isn’t necessarily showing your admiration. Liking a comment on Facebook merely means you have read and acknowledged the statement. So from a customer service perspective you want to make sure your audience feels comforted by knowing that you are listening to them. Like the comment!
Create conversations where possible. This is kinda a no-brainer. All self educating Facebook articles contain reasons why engagement is important across the Facebook marketing plain. But, let’s not forget about those people who do not participate in online conversations yet merely watch. We can call them the “watchers” – you know those people who haven’t quite reached the “liker” stage yet. But they are still interested. Trust assure someone is watching your brand, reading your conversations and judging your customer service skills! At the same time you don’t want to be scared to create conversations. Show some personality! Show them how good you treat your customers; entertain where possible.
Address negative comments at all times possible unless immediate deleting and blocking is required. The basic rule of thumb is to give the commenter a chance to be a mature adult. If they can’t be a mature adult and continue to create a negative atmosphere, then it is perfectly acceptable to delete their comment and block them.  However, you shouldn’t just delete negative comments without first trying to use your superb customer service skills to alleviate the problem at hand. If the situation needs to be taking offline make sure to clearly tell the person who to contact. For example, you can say – “Please call Nancy in accounting.” or “Email Tom at tom@company.com.). This allows all those “watchers” to see that your company cares and understands. You can create a list of guidelines and rules (i.e. no bullying, no swearing, no client information) and post them to your company’s description if you are concerned about negative comments.