Hashtag or Bad-tag on Social Media

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In recent years, there has been a charge for businesses to engage significantly on social media with their potential markets. No longer is it enough to advertise in traditional forms of media – a presence on Facebook, Twitter, Instagram, or Pinterest is seen as essential to demonstrate engagement with existing and future customers.

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Massive numbers of users from both a business and private context bring with them their own attendant legal risks. Social media users have found themselves delayed in legal action as a result of threatening, abusive or harassing behaviour, breach of copyright, trademark infringement and even breaching the Data Protection Act, while others have been dismissed from employment or seen their businesses suffer as a result of statements made online.

There are some associated risks could be classified for social media sites include confidential information, wrongful dismissal, statutory risks, occupation and organisation specific risks and reputation risks.

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Hashtag is a popular tool on Twitter for communication, it also become a remarkable feature which is used on Google+, Pinterest, Tumblr and Facebook recently. It helps create the conversations, aids in the spread of news and promotes events or products.

Back to 2012, when McDonald had a campaign for their customers using #McDStories hashtag to share on Twitter about positive way how they lovin’ it.

However, instead of sharing their positive stories about McDonald, negative tweets about the fast food giant began to proliferate. Most of the stories were tweeted about being high while eating McDonald’s and throwing up the food. This promotion hashtag campaign was partly ruined McDonald’s reputations. This is not the first time that fast food company has lost control of its hashtag.

McDonald had to pull that hashtag after 2 hours after losing the control on social media. As the result, within an hour pulling #McDStories fell off from 1600 conversations to a few. McDonald finally stopped using that hashtag, and according to Rick Wion (director of social media for McDonald’s USA) stated that “You don’t control things. You can only hope to steer things in certain directions.”

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Customer services on social media of Nike and Starbuck

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According to Gartner any technology that facilitates social interactions and is enabled by a communications capability, such as the Internet or a mobile device. Examples are social software (e.g., wikis, blogs, social networks) and communication capabilities (e.g., Web conferencing) that are targeted at and enable social interactions.

Moreover, McKinsey stated that social technologies have given social interactions the speed and scale of the Internet i n a few short years. Whether discussing consumer products or organizing political movements, people around the world constantly use social-media platforms to seek and share information. Companies use them to reach consumers in new ways too; by tapping into these conversations, organizations can generate richer insights and create precisely targeted messages and offers. She also states that the benefits and value associated with implementing Enterprise 2.0 using the 10 Social Technology value levers classify into 5 categories:

  • Product development
  • Operations and Distribution
  • Marketing and sales
  • Customer Services
  • Business Support

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Besides that, Nike and Starbucks are the two different globally company which are doing in producing sport shoes area, and producing and marketing roast coffee and operating a large chain of coffee shops respectively. Both of them are using social media efficiently for their customer services. In fact, Nike has more than 5 million Followers on Twitter, and use another Twitter account as #NikeSupport to response to customer inquiries and issues. Nike Support is dedicated to all things customer service, making it easier for customers to reach out when they have a problem or a question they want answered. And Nike Support is very active, and like other companies with great social media customer service, very quick to respond. If you look at the account’s Twitter feed, you’ll see replies every few minutes. This shows customers that they can trust Nike to provide them with the help they need, when they need it.

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Similarly, Starbuck recognizes just how important customer service is, especially on social media. They use both Facebook and Twitter for their customer services channel. The coffee giant is active and quick to respond to customer questions and complaints on its Facebook page, and is engaging and fun with its customers on Twitter, too. Starbucks knows when to bring the personality to its replies, and when to hold back and be professional, showing customers that the brand is both personable and dynamic. And, like Nike, Starbucks also had a separate Twitter account called #MyStarbucksIdea as an additional way to engage with customers. This account, while less active than Starbucks’ main Twitter account, is a place where customers can submit and discuss ideas to make Starbucks better.

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Newbie for social enterprise

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According to Wikipedia, a social enterprise is an organization that applies commercial strategies to maximize improvements in human and environmental well-being – this may include maximizing social impact rather than profits for external shareholders. Moreover Social enterprise features increasingly in public debates on the future of public services and among solutions put forward for heightened community engagement and economic regeneration. Besides that, social enterprise consultant is the person who has an in-depth understanding of the issues around social enterprise, as well as practical experience in running and growing social enterprises.

Thus, undertaking social enterprise can help organisations achieve financial independence, grow their activities, improve their ability to achieve their aims and make themselves a more attractive prospect for donations.

On the other hand, social enterprise also creates some challenges for business. It includes attracting current and future customers, leading right direction more than control the community.

The purpose of this blog is taking a deeper view of some social enterprise area whilst analysing the impact on both customers and business. Additionally, I also want to have some other opinion of the different views of other bloggers on some specific things. So I can learn more as the area of a consultant of social enterprise.

For me, a useful post shows a clear view of the blogger and analysis in-depth into a specific topic and with relevant sample. It also needs the deeper research on anything topic. I think to be an effective community I need to interact more on online community as reading carefully and reply my opinion or review on other blogger. Getting more feedback and learning more from both ways.

These are two of my favourite blogs

MigrationologyTravel for food – I love cooking and travelling, I spend most of the time to watch his blogs, he has both video and word blogs, he share experience on food and travel tips.

Engadget – this is one of the technology news reviews blogs. I want to get the lastest new for technology, and love to have a deeper look and review on some different products in the market.