Aimee Hudson
28th November 2018 - 8 mins read
B

ritish Gas, Seaworld, JP Morgan and author EL James are among those who, to put it politely, have seen their social media chats trend for the wrong reasons.

So, what can we learn from these social media disasters? How can you do it right?

 

Timing

Timing is a key component for social media Q&A success. Holding an interactive session when you are already creating headlines in the traditional media for the wrong reasons is a recipe for disaster.

British Gas was the victim of one of the more memorable scheduling disasters, opting to give customers the opportunity to ask Customer Services Director Bert Piljls questions on the day it announced a 9.2 per cent price hike.


The #AskBG hashtag was used by thousands of customers airing their grievances and those who took the opportunity to poke fun at the energy giant.

The lesson here is clear - these social media sessions should be restricted to when you either have good news to tell or when you are not in the news at all.

 

Right person

In the same way you need the right person for media interviews, you must think carefully about who you are going to put forward for question and answer sessions.

You need someone who is senior enough to make decisions so that bland, generic responses can be avoided.

And some natural humour can be helpful.

But you also need someone who you can trust and who will need little moderation.

Ryanair boss Michael O’Leary is no stranger to controversy and a Twitter question and answer session a few years ago predictably created plenty of headlines.

Most controversial was his comment of ‘nice pic. Phwoaaarr’ to a question from a female customer, which led to allegations (and headlines) of sexism.

 

Memorable hashtag

Memorable hashtags can promote and create a buzz about your question and answer session. Ideally you want something short but still descriptive.

You should also check the hashtag is not being used for anything else.

And perhaps most importantly of all, make sure it can’t be misread – a lesson the promoters of singer Susan Boyle could have done with before they opted for #Susanalbumparty.

 

Show some self-awareness

Not every post you receive in these sessions is going to be on the subjects you want and some may mock what you are trying to achieve.

The key is to not take yourself too seriously and to respond with similar humour.

Although not strictly a question and answer session, Waitrose responded cleverly when its #WaitroseReasons hashtag was hijacked by posters making fun of its upper class reputation. It said it had found the tweets ‘funny’ and had ‘enjoyed reading most of them’. 

 

Prepare for the negatives

As with media interviews it is important to spend time considering the negative issues which could arise during the question and answer session.

Prepare lines to take which can be given in response and consider creating a page on your website which you can link through to for answers needing more than 140 characters.

 

Wider issues

As well as possible negative topics, it is also worth considering the wider issues which could arise during the question and answer session. These could be issues affecting the wider sector or perhaps some new Government policy which could have an impact on the industry. Currently, you could face questions about the impact Brexit or Donald Trump might have on the sector. Prepare some lines to take for these wider issues.

 

Not suitable for everyone

While a question and answer session may seem like a great way to boost engagement and get positive messages out, it is not a format that is suitable for everyone.

If your brand or area of work is divisive, the session will act like a magnet for critics and keyboard warriors.

When 50 Shades of Grey author E.L James held a Twitter Q&A it is fair to say it did not go to plan. As well as plenty of users taking advantage of the opportunity to question her writing ability, the author was also faced with more serious questions about her books promoting an abusive relationship.

Similarly, when SeaWorld held a #AskSeaWorld session it backfired massively, with people taking the opportunity to bring up animal welfare concerns and ask when the park would be closing down.

 

Promote

You need to promote your question and answer session ahead of the event. Begin posting about it a few days in advance using the hashtag you have opted for - this has the added benefit of enabling you to see any questions which come in early.

Also use your email lists and other social media networks to raise awareness of the sessions and encourage your employees to tell their friends.

 

Don’t be afraid to walk away

About the only thing JP Morgan got right about its infamous Twitter Q&A session was deciding to abandon the idea 24 hours before it was scheduled to take place.

The company found itself inundated with negative posts when it promoted a live chat with one of its executives, which was intended to be about leadership and careers advice.

 

With questions including ‘did you have a specific number of people’s lives you needed to ruin before you considered your business model a success?’ it was clear it had completely lost control of the hashtag.

Sensibly it took the decision to prevent further damage by returning to the drawing board.

 

Crisis plan

If your question and answer session does go ahead and goes horribly wrong, make sure you have a crisis plan in place to limit the damage, including how you will manage the media if it sparks their interest. 



We realise that these examples of social media Q&As could put you off holding one of your own. But that is not the aim. The idea is to make you aware of risks so that you can prepare for them and avoid making similar errors.

We firmly believe Q&As can generate highly productive conversations which can develop excitement around your brand and products. It just needs considered planning to avoid the pitfalls.

Mark Mars, Managing Director of Thirty Seven, said: “Just like an in-person press conference or an open discussion, Twitter Q&As provide a way for the audience to ask questions and hear responses directly from the host. But, all you need is Twitter. And anyone can do it.

"A Twitter Q&A is a great way to engage with your audience as it allows them the opportunity to talk to you in real-time conversation, in a more human way.

"Twitter Q&As are a great opportunity to get insightful feedback and for your audience to know you are taking their views seriously."

 

At Thirty Seven, we offer content and design services to ensure your campaigns reach the right audiences at the right times. Our journalist led approach ensures your content is interesting, engaging and informative so you gain brand awareness and engagement whether it is social media content or a whitepaper.

Marketing

11 easy to use tools to improve your writing

Adam Fisher 21st June 2018 — 7 mins read
O

f course, when Mr Zinsser started writing, he had little more than a typewriter for technological support.

Producing and creating content remains difficult, but the modern writer does have access to a range of online tools which can improve their writing and help them find inspiration.

Here are some of our favourites:



Grammarly

This is probably the best-known writing tool, so we won’t spend too much time discussing it.

It is essentially a proofreading tool which automatically spots grammar, spelling, punctuation and even style mistakes.

When it suggests a correction it also provides an explanation. This means the writer can make a well-informed decision on whether or not they will make that change.

You can copy and paste text into Grammarly’s Editor or install a free browser extension.



Cliché Finder

We’re all guilty of including words and phrases in our writing which might be a bit trite or overused.

Cliché Finder is a free, simple, tool which helps you to identify those expressions before your work gets published.

I used it on a blog I recently wrote and it instantly identified the expressions ‘over the years’.  Not only did this prompt me to remove this from the work, but it also means I will be more conscious about using the phrase in the future, ultimately improving my writing.



Hemmingway Editor

This is a bit like the newspaper sub-editor who has been doing the job for years and just knows how to make copy better even when there is nothing grammatically wrong.

The emphasis is on making writing short and punchy by highlighting complicated words, dull sentences, passive voice, and adverbs.

And it is easy to use. If you see a yellow sentence, it needs to be shortened; if it is red it is too complicated; purple means a shorter word could be used, and blue is used to highlight adverbs and weak phrases.



CoShedule’s Headline Analyzer

Headlines are important.

A good one will entice readers to your content, while one that fails to hit the mark could prevent people from clicking – a real shame if the article that sits below is strong.

But constantly producing eye-catching headlines isn’t easy.

The good news is there is help readily available.

CoSchedule Headline Analyzer breaks down your headline in terms of structure, grammar, and readability.

Headlines are scored out of 100 with points gained for the use of ‘common’, ‘uncommon’, ‘emotional’ and ‘power’ words and phrases.



Hub spot Blog topic generator

When the dreaded writer’s block strikes, you need to find inspiration.

And tech can sometimes provide the answer.

There are a few blog topic generators around but Hubspot’s Blog Ideas Generator is probably the best one.

Simply type a few phrases into the boxes and the algorithm does the rest.

Putting ‘words’, ‘content’ and ‘ideas’ into the system came up with the following options:

 

1 Think You're Cut Out For Doing Content? Take This Quiz

2 The Worst Advice We've Ever Heard About Words

3 Tools Everyone In The Ideas Industry Should Be Using

4 Quick Tips About Content

5 Best Blogs To Follow About Words

 

As you can see, the ideas they generate aren’t always brilliant, but the third suggestion is very similar to this blog.

This tool is free and even if the suggestions do not always hit the mark, it could just come up with an idea you can develop.



Wordcounter

This website offers more than its uninspiring name might suggest.

As well as providing a running total of the number of words and characters – useful if you have a minimum or maximum total you need to reach – its main benefit is showing whether your writing has become a bit repetitive.

The system shows how often you have used each word, giving you the opportunity to provide some alternative options.

Additionally, it provides you with a reading and speaking time for your writing - ideal if you are preparing a speech.  



Power Thesaurus

Once you’ve identified the words you are using a little too often, you may need some help finding alternative options.

There are plenty of online thesauruses, with Thesaurus.com being the biggest. But I prefer the crowd sourced Power Thesaurus for a more user-friendly experience and fewer adverts.



Urban dictionary

Not every definition in the Urban Dictionary is going to be suitable for your writing, particularly if you have an audience which may be easily offended. Some definitions are, let’s just say ‘educational’.

But, if you are looking for a definition of a word or phrase that is new or has different meanings to different people, it can be a useful tool.

When I wrote a blog for our sister company Media First about spokespeople repeatedly using the phrase ‘deeply concerned’, Urban Dictionary provided the perfect definition to give my content a little more edge.

It defined the phrase as: “An expression used in PR, especially political, when the person or organization is expected to care about a situation and comment on it, but they don't actually give a s**t, because the situation in question isn't particularly relevant to them, but it is politically imprudent to say that outright.”



Coffitivity

Sometimes writers just need to find a way of boosting their creativity.

Personally, when I’m struggling for inspiration, or just need some background noise, I plug in the headphones and let Guns N’ Roses destroy what remains of my hearing.

I appreciate though that others may have a different (not better) taste in music, or just need something a little more soothing.

This is where Coffitivity comes into its own. It recreates the ‘ambient’ sounds of a café to create a pleasant working environment. Not only that, but there is a range of coffee sounds to help you get in the mood, including some from Paris and Brazil.



BrainyQuote

Adding pertinent quotes from famous writers, politicians and entrepreneurs can be a great way of adding more depth to your writing and inspiring your audience.

You’ll notice that I included a quote at the start of this blog and in other posts I have quoted the likes of John F Kennedy, Albert Einstein, Mark Twain and Maya Angelou among others.

Of course, it is not always easy to remember who the quote originally came from or whether you recalled it correctly.

This is where BrainyQuote comes in handy. The site not only enables you to check back on famous quotes but also search for more by topics, authors, and people in the news.



Word

It is not just going online that can improve writing. The ever-dependable Word also offers some useful tools.

The Flesch Reading Ease score uses the number of words in a sentence and the number of syllables in each word to calculate how easy it is to read a document. The lower the score, the more difficult the text is to read and ideally you should aim for a score of between 60 and 70.

The second check, known as the Flesch-Kincaid Grade Level, is an equation which tells you how many years of education someone needs to understand your content.

The grade score is based on the American grade system and essentially you need to add five to your grade to find the reading age of your content.

To find your score, simply go to the ‘file’ menu, then ‘options’ and then on to the ‘proofing’ tab.

Under the ‘when correcting spelling and grammar in Word’ heading you need to tick the box which says ‘show readability statistics’.

Then when you run a spelling and grammar check you will find the two readability scores.

 

 

At Thirty Seven, we offer content and design services to ensure your campaigns reach the right audiences at the right times. Our journalist led approach ensures your content is interesting, engaging and informative so you gain brand awareness and engagement whether it is social media content or a whitepaper.

Emily Stonham
11th January 2019 - 9 mins read

Every company wants to be an authority in their sector - those that engage the media usually are

Media First designs and delivers bespoke media and communications courses that use current working journalists, along with PR and communications professionals, to help you get the most from your communications plan.