Blog #7: Nordstrom’s Social Media Policy

I don’t always shop, but when I do, I prefer Nordstrom. To view the company’s social media employee guidelines, click here. 

The guideline starts off by giving six tips on what to do on social media with my explanation: 

• Use good judgement – Basically, use common sense. Refer to the company’s policies across the board and make sure they are present on social media as well
• Be respectful – The Golden Rule: Treat others how you want to be treated, even if the customer is being difficult (it happens)
• Be responsible and ethical – Realize you are not the spokesperson for Nordstrom. Therefore, make sure you clearly states something along the lines of “all thoughts and words are my own” (duh). Seems like an obvious statement, but some people aren’t that bright out there and combine you with the company
• Be humble – No one is perfect, and neither is the company. Always be respectful and focus on always improving the customer experience 
• Be a good listener – Social media is the new way to handle customer service. Use it to our advantage and listen to the customer and respond positively and focus on a solution 
• Avoid conflicts of interest – Basically, do not be stupid and post things about competitors. That’s a one-way ticket to being unemployed 

The guidelines go on to challenge employees to keep privacy, confidentiality and copyrights in mind when posting. Overall, the guidelines are an easy read. All of it makes sense. I praise Nordstrom for being “down to Earth” in its document. They avoid jargon and get straight to the point. If an employee reads this, they should have a CLEAR understanding of what is expected of them. 

I do have some suggestions though. Some people, unfortunately, do not think before the speak/post. So, providing examples of the do’s and don”t’s would probably be beneficial. HR for Nordstrom should create graphics of REAL posts that are great and that are not so great. This provides an image for employees to go by. 

 

Blog #6: Starbucks, the leader of social media

When choosing a brand that is successful on social media, many come to mind. However, one in particular stands out above the rest – Starbucks. Now, I am not a HUGE fan, but I still go when I can afford it. The company is brilliant with its social media. Why? Because it focuses on the customers, the service and the experience. 

Plus or Bust?

What is Google Plus? After reading The Plus in Google Plus? It’s Mostly for Google, I am still struggling to understand why Google Plus is beneficial for me, the consumer. Google Plus serves a higher purpose for brands because it allows them to understand the consumer. 

According to Bradley Horowitz, “Google Plus gives you the opportunity to be yourself, and gives Google that common understanding of who you are.” Horowitz is the vice president of product management for Google Plus.

Does this not bother people? It bothers me. Basically, Google created this social media platform so that it can track, collate and quantify our habits. We are being stalked. Perhaps I am misunderstanding the platform, but that is the feeling I have, as a consumer. 

There does seem to be potential benefits in Google Plus if you are a brand. It allows a brand to find its audience and, potentially, new audiences. This is only possible because consumers information is being collected. Google Plus then knows the consumer better than anyone else due the different ways users use Google Search, Gmail, YouTube, etc. For brands, this is handing over free information on a silver platter. 

I will admit that Google Hangout is an amazing feature. This is the only digital face-to-face platform that has huge potential. Last year, Tim Cigelske’s class used Google Plus to interact with a guest speaker. This was brilliant. It allowed more than one user to connect at a time. Google opened a door of opportunity for the future of communication. 

Dennis Jenders shared three valuable features that Google Hangout can provide:

• Live Streaming
• Live Conversations
• Live Apps

Imagine the possibilities! Each has its benefits for different audiences and organizations. The two I like the most are the capabilities to live stream and converse.

Influential people and brands can live stream events. This is amazing because they can now allow anyone to be at the event. What is even better is the fact that it will automatically save and post to YouTube. Google is doing all the hard work for you, and more.

The ability to have a live conversation is also beneficial for people because, from a professional standpoint, it can allow us to have live press conferences or interviews. This could be huge in the entertainment business. Imagine having the opportunity to be one of a few selected to participate in a Hangout with a celebrity.

In conclusion, I do not necessarily believe Google Plus can benefit an average person. It can definitely benefit influential people and organizations, especially through it’s tracking and Google Hangout features. 

Facebook’s Aim for Higher Quality Content

Facebook recently celebrated it’s 10th anniversary as a social network. For those of us who remember those years, a lot has changed. Facebook has always been the one to update its platform look, but it also has altered the content it shares.

Facebook announced last August its plans to show more high quality content. The plans came after extensive surveys and analytics measuring. Results showed that there could be a way to improve Facebook users’ experiences. Facebook decided to launch a new algorithm to make this possible. One of the most noticeable changes was the expectations of Pages that post low-quality, meme like content.

Goodbye, memes. I will be honest. Memes can be funny, but they can also be extremely annoying. Warning Pages that they will expect a lower drop in followers and interactions if they post low-quality content is brilliant. Facebook has set the bar. If you are going to be the best you have to show your best. Facebook is filtering out bad content that is unnecessary for users to see. This is brilliant.

I respect Facebook for this change. The pros outweigh the cons. According to the announcement, these changes in algorithms will actually increase interactions Pages have with people. If you produce high quality content, you will see high results. For Pages that actually got worried about the changes got some advice from Facebook.

You can do this by focusing on these tips when creating your Page posts:

• Make your posts timely and relevant
• Build credibility and trust with your audience
• Ask yourself, “Would people share this with their friends or recommend it to others?”
• Think about, “Would my audience want to see this in their News Feeds?”

These four points make sense. People are not interested in old news or irrelevant information. When we see that, we tend to “Hide” the content or comment negatively. Negative interactions like this will makes Pages lose credibility with followers. In a weird way, Facebook is helping everyone.

Consider this a challenge from one of the largest social media platforms in the world. Be the best and post your best.

5 Reasons to Follow American Airlines on Twitter

I love to travel. Every year I look forward to those special moments when I get to explore new places or revisit favorites. Unfortunately, traveling is not always the easiest process. In fact, it can be pretty damn stressful. American Airlines helps bring a smile to each traveler it engages with. The airline saw an opportunity with its Twitter account and delivers the best customer service. Here are 5 reasons why you should follow American Airlines on Twitter.

1. Patriotism – One of the easiest ways to gain support in this country is by showing patriotism. American Airlines realizes this and
   makes sure it shows it. This is just one of example of how they show Red, White and Blue. If you love our country and love those who express it, then you are on the right flight.
2. AA Cares. Many people have someone waiting for them at their destination.A knows this. It respects its customers for that. The airline even takes pride in knowing that it is the reason why we are able to reunite with our loved ones. Although flying has become a common mode of transportation, people forget how much of a luxury it is. 
3. Customer Service. Every airline is learning to take a bigger role on social media for customer service. Twitter is a platform that provides live information to be shared. When you have angry customers on Twitter, you have a problem. Each customer has their own followers who will read complaints. AA is one of the best at replying to unhappy passengers. It takes that moment to apologize, calm you down, and make you smile before you land. Check out this example.
4. AA Builds Relationships. Last semester I admired AA’s social media efforts and decided to DM it. I got a reply. That just shows that they are genuinely interested in not only knowing its customers, but it want to have a mutual relationship with them too. My conversation with them is not special. AA talks to thousands of customers a day. What is special is its creativity. 
5. Creativity. Winter is here and is not going away anytime soon. Winter can be a stressful time. First off, it is cold. Secondly, it can cause major delays and issues for travelers. AA makes the best of this situation. After the country learned that winter will be here for another six weeks, AA posted this photo. Despite the fact that no one is happy about this winter season, this Tweet made many smile. It is a creative way to sell yourself to your audience.

Se7en: A Response to the Deadly Sins of Social Media

The world has been given a gift – social media. This innovative technology is also a curse when users fail to appropriately engage with it. For class I read “The 7 NEW Deadly Sins of Social Media” by Steph Parker. Social media trends have changed dramatically over the last few years and the new list of deadly sins address the issues that we see every day.

Arrive As You Are, Depart Transformed: 14 Lessons from a Marquette University Senior

Today I realize that my academic career is coming to an end. What used to be seen as a never-ending road of exams and quizzes became a gateway to a bigger and brighter future.