Our recent posts following the Twitter suspension of Diablo Ballet’s account have been the most popular posts we’ve ever had. Is this an indication that a growing number of people are having their accounts suspended erroneously? (Or maybe the popularity of Diablo Ballet!)
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I didn’t find any specific mentions of turnaround time in my research (read: googling around until I got tired of it), but in the case of Diablo Ballet we are going on 11 days with no response to a customer service ticket. That's 11 days of lost connections, the missed tweet chat opportunity with the stars of Breaking Pointe, not to mention all the dedicated followers who have no idea to what's happened to their trusted ballet content source. And the client, Diablo Ballet, still has no idea why they have been suspended. How is it that a service that so many companies use as a customer service tool has such terrible customer service? As Dan puts it, “Apparently we did..something that doesn’t follow their policy. That’s absolutely fine. I just need to know what it is! It’s kind of like if a policeman pulls you over, gives you a ticket and then leaves.”
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Imagine you’re the marketing director for a small business. You’ve made the time and energy investment into building your Twitter account the right way. Through the use of great content and commitment to building connections and relationships with your followers you’ve built your Twitter audience to 800 followers in six months and you’re averaging 20 interactions per day. You’re one week away from a tweet chat you’ve organized with big players in your industry that has the potential to increase your current efforts exponentially. Then one day you go to log in to your Twitter account and get a message: Your Account Has Been Suspended
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When you start a Twitter account, they recommend you start following others right away.That makes use for someone who is using Twitter on a personal level and is learning how it works. But if your goal is to create a community around your brand identity, you want to make sure that the individuals or organizations you follow instantly know who you are and what you are about so THEY can make an informed decision to follow you back. (Your ultimate goal)
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There is truth in the idea that the social media/online content landscape is contastantly changing. Many business owners never get started in the space because they feel their time investment won't pay off in time before the landscape changes. While it is true that there are always new tools being created (Pinterest), interfaces being changed on the regular (Facebook), and new strategies for promotion being developed there are certain things that stay consistant. The tenants of building a community, no matter what social media platform, are the same across the board.
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After much weighing of pros and cons (and haranguing from my better half) I've decided it's time to separate my personal Tweets from our business tweets. This will alleviate seeing non-essential hoo-ha on our website. (Not everyone checking out www.flocontent.com is interested in my personal conversations) And it will also help with more clarity of vision/branding/identity and all that good stuff.
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I wanted to do a follow up to my post about live-tweeting the Diablo Ballet performance last weekend. Practically, I experienced a definite learning curve. Dan, the marketing director for Diablo Ballet, had prepped us before the show and told us that we could tweet at any frequency we felt comfortable with but I still felt pressure to be tweeting consistently and consequently missed a lot of the performance. Next time, I’ll let myself relax a little! I also had a hard time determining what to tweet about. I shared my daughter and her friend’s observations and my own random thoughts. I believe I was the only tweeter selected with zero background in dance. While I wasn’t able to speak to the technical aspects of what was happening, I inadvertently dropped a few PR gems that were picked up by other tweeters and press outlets. I think the true value of this experiment...
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I am so thrilled to have been selected to be a “text-pert” for Diablo Ballet. As a “text-pert” I’ll be live-tweeting (“tweet-pert”?) an Inside the Dancer’s Studio event beginning at 7:30pm PST on March 2nd. Inviting bloggers and tweeters to participate in live events is a fairly new phenomenon but seems to be gaining some traction. The Royal Opera House in London went down the rabbit hole this same time last year, other early converts include the Carolina Ballet in Raleigh, NC and the Cincinnati Symphony Orchestra. Whether it’s theater or dance or music, organizations are experimenting with allowing or encouraging designated persons (often with their own “tweet seats” so as not to disturb other patrons) to share the live experience in real time. It’ll be interesting to see how I do.
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To further prove that companies, agencies, people, organizations, cats, ghosts, and their mothers will dive headfirst into social media without giving a damn about strategy or goals or any of those nifty little things, I came across this today.
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