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

How to keep coming up with ideas for content

Adam Fisher 23rd May 2018 — 6 mins read
I

’ve written three blogs a week for three years now for our sister company Media First.

During that time I have often wondered where the next post is going to come from, yet I haven’t missed one yet. Of course, it helps to have a great team of inspiring people around me – including an amazing editor who is not only uber talented but exceptionally good looking (Ed – is this getting obvious now?)

Anyhow, here’s how I get my ideas for regular content: 

 

The news and trending topics

News sites are a great source of material and inspiration for the content I produce.

Whether it is news from your own sector or industry, or national or international news, current affairs and events are a source that cannot be ignored.

Sometimes the content I produce will be a direct commentary of these stories, but on other occasions, it will just help me find a way into writing about a wider issue I want to discuss.

I once used a news story about stoned sheep as a hook for a blog about media training, which, to prove one of my points you will read about shortly, was written in an A&E waiting room while waiting for my wife to be seen by doctors (ever the supporting husband).

When you are sourcing stories through social media sites, it is always worth looking at how people have reacted. This will give you a ‘voice of the people’ perspective and these thoughts can trigger an equally strong source of creativity. Via: @37agency

The other great thing about using this source as inspiration is that your content will be timely – often a key factor in motivating people to read.

 

Ideas come when you least expect them

One of the things I have found is that content ideas often come to me when I’m not really expecting or looking for them.

Some of the better ideas I have had have come to me on the commute, while playing with my children, in the middle of the night and even while sat on the loo (possibly too much information, but it is true).

Whereas it can often be a fruitless, smash-my-head into-the-desk kind of frustrating experience if I’m sat in the office trying to forcefully generate ideas.

The key for me is to make sure I make a note of these ideas when they pop into my head, even if it is just on my phone, because they can often quickly be forgotten.

 

Interview people

Carrying out interviews can be a great source of content and they can breathe fresh life into your blogs.

Not only can they be written up in a variety of ways, from a straight Q&A style to quotes throughout an article, but they also often generate additional content ideas.

People in your organisation, key influencers in your sector and people you have recently worked with could all make good interviewees and help you produce something a bit different for your readers.

My one word of advice would be to avoid the word ‘interview’ – it tends to make people nervous and cautious – not what you need for producing interesting content.

Make it sound informal by referring to it as a ‘quick chat’.

 

Recycling

This may sound unintentionally arrogant, but I find combing through the archives of content I have produced before a good source of material.

By that, I mean I find ways of repurposing that content into something new.

It could, for example, be as simple as updating an old blog. For our sister company Media First, I once wrote a blog that looked back on the best interviews of the year. Now I do that every year.

It may be that the topic has moved on and developed and that I’m now in a position to write to follow-up post capturing that new thinking.

Or perhaps I might now focus in on a specific part of a previous post and take a look at it in more depth.

I’ll also look back at the blogs that have been particularly successful in the past and think about how that content could be freshened up.

 

Your colleagues

The people you work with can be a great source of content ideas.

And they are often better placed to know the issues and problem your customers are experiencing and want answering.

The challenge, however, particularly for larger organisations, can be to get wider team members to buy into the content strategy.

There are two approaches here. One way is to hold formal brainstorming (I hate that word) meetings with a few people from different parts of the organisation. This can be a good method, but some people may feel reticent about coming forward with ideas which are not fully formed, particularly if there are more senior colleagues in the room.

The other approach, and one I generally find more productive is to speak to colleagues informally and more regularly and remind them that I am always after ideas for blogs. With this method, I tend to find people regularly send me an email or a text when a content idea comes to mind.  

 

The competition

Chances are some of your competitors are producing a lot of their own content, which could provide an inspiration.

I will do this very occasionally, but it is not something I’m a big fan of.

This isn’t because I think my content is better, but because I fear it can be too easy to fall into the trap of producing something similar.

Originality is a key factor for me in content that stands out so I prefer to find my inspiration in other sources.

 

Ask the audience

What better way to find out what your readers want to read about than by directly asking them?

If you feel you are approaching the end of your content supply, ask your readers what issues they would like you to address in future posts.

Or put the question out there through your social media channels.

Even if you only get a handful of responses, it could generate some fresh ideas.

Whilst I’m on this point – why not let me know what you’d like to see me write about next by emailing hello@thirtyseven.agency.

 

Turn to the tech

If all else fails, you can always turn to the tech.

There are plenty of blog topic generators available on the internet where you simply need to type in a few phrases and the algorithms do their magic. Hubspot has a pretty decent one for example and I used it to type in the words ‘content’, ‘marketing’ and ‘writing’. It came back with the following:

15 best blogs to follow about content

Think you’re cut out for doing marketing? Take this quiz

7 things about writing your boss wants to know

20 myths about content

What will marketing be like in 100 years?

 

As you can see, the ideas they generate aren’t always relevant or unique, but they are free and they may just come up with something you can work with and develop.

 

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.

Adam Fisher
26th June 2018 - 5 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.