customer service Archives - Comms Creatives: social media training for corporate comms professionals

Dealing with negative social media comments – dos and don’ts

by Hel Reynolds | Jan 24, 2018 | Community Management, Facebook, PR, Social Media, Twitter

The subject of dealing with negative social media comments crops up in almost every social media training course I run, so I thought I’d share my simple dos and don’ts to make things easier. So, this is how to handle unfavourable posts people might tweet your...

The most important social media measure? The ‘ex-haters’ number.

by Hel Reynolds | Aug 26, 2016 | Community Management, Facebook, Linkedin, PR, Social Media, Twitter

I’ve been developing a course on social media evaluation, and one metric stands out to me as most important. I call it the ‘ex-haters story’: the number of people you’ve won-around. In this post I outline: What the ex-hater metric is; Why it’s one of the most...

Social media flow chart for comms pros

by Hel Reynolds | May 29, 2014 | Community Management, Facebook, Linkedin, Social Media, Twitter, YouTube

* 09/01/21 Social media flow chart – updated for 2021! When I first posted this chart 7 years ago (and more than 52,000 downloads ago!), I had no idea how popular it would be. People have sent me tweets showing photos of it pinned on office walls, and still...