April New Media Breakfast - Social Media for Customer Service

Social Media for Customer Service

Venue: 29 Member's Club, Royal Exchange Square, Glasgow
Date: Friday 26th April 2013
Time: 7.30 for 8:00am

Most of the time we consider social media and the various tools associated with social media it is in connection with Social Media Marketing. We often talk about engagement, community building, sharing and content creation, however there are other uses for social media and Web 2.0 tools. The tools can be used to improve internal communications or to enhance the existing services you provide and, they can be used for Customer Service.

The New Media Breakfast in April will explore how social media and the various tools can be used to improve cutomer service. We will look at how successful companies are using social media to engage with customers, often taking the burden off internal Customer Service Departments. Likewise, we will take a look at how some companies could have used the tools to do things better and why they failed in their attmpts.

Attendees will hopefully leave with some clear ideas about how social media can be used as an effective Customer Service tool and perhaps some warnings about what not to do!

We hope you can join us for what should be a fun, but informative breakfast. If you have a specific question you would like to ask, please post it as a comment on the New Media Breakfast blog post. Alternatively you can post it on Twitter as a direct message @fatbuzz or you can email us at hello@fatbuzz.com

THE SPEAKER
Gordon White, Managing director of fatBuzz Ltd will present the April New Media Breakfast.

HOW TO BOOK
Venue: 29 Member's Club, Royal Exchange Square, Glasgow
Date: Friday 26th April 2013
Time: 7.30 for 8am

BOOK FOR NEW MEDIA BREAKFAST GLASGOW HERE:

No.29 MEMBERS GO FREE 

If you are a 29 Member you can attend the breakfast free of charge. Please email malcolm@fatbuzz.com with you membership number and he will add you to the attendance list.

We hope you can make it along to this event. If so, I look forward to seeing you on the day.

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Social Media Podcast 51 - Should kids be taught and allowed to use social media?

If you have been following the fatBuzz blog or keeping up-to-date with us on Facebook and Twitter, you will have no doubt noticed that there has been a lot of discussion recently around Internet safety and the increasing prevalence of underage social media use.

So, for Social Media Podcast 51, we decided to take it one step further and find out what education professionals think of social media and discover what exactly is being done to teach social media in Scottish schools.

fatBuzz's Derek Howie and Malcolm White visited EdICT Training's offices to discuss this contentious issue with Miriam Duffin, Pre-12 Contract Manager at EdICT Training, Laura McLean, headteacher of St Timothy's Primary School and John McGuirk, depute headteacher of St Timothy's Primary School.

Podcast No. 51 is packed with in-depth, informative conversation -and although it's an unusual line-up - there's the normal banter and light hearted fun you've come to expect when the Social Media Podcast team get together.

We discuss a whole range of issues related to social media, education, and Internet privacy, including:

• Privacy - Are children aware of online privacy?
• Age Limit - What age should children be allowed to use social media? Are children putting themselves at risk by pretending they are older online?
• Education, education, education - Should social media be taught as a core module as part of our curriculum?
• Schools are teaching about the dangers of social media - but is there enough focus on how powerful social media can be?
• Is it time for a change of direction? Focus on the positives on social media rather than the negatives?
• Who should be teaching social media? Should it primarily be teachers or parents?
• Listen - Do we need to listen to children's opinions more?
• 'Digital native' - Is this commonly used term a myth?
• Cyber bullying - is it a serious problem?
• Does social interaction limit personal interaction? 

During the podcast, Laura asked if we would be willing to record a podcast with the St Timothy's Primary School pupils to discuss social media and shared learning, so watch out, that just might be Social Media Podcast 52!

This is a very informative podcast well worth listening to if you have young children or relatives, or simply if you are interested in social media and Internet safety.

We hope you enjoy the podcast. If you have any comments to make or topics you would like us to discuss in the future, please leave them here on the blog, or on our Facebook Page.

We hope you enjoy the podcast, if you have any comments to make or topics you would like us to discuss please leave them here on the blog or on our Facebook Page.

Play the podcast here:

Subscribe/Download Social Media Podcast on iTunes

WHAT WOULD YOU LIKE US TO TALK ABOUT?
If there is a specific topic you would like us to cover in a future podcast please let us know.  You can email gordon@fatbuzz.com or send us a message on Twitter @MediaPodcast or, you can post it as a comment on the Social Media Podcast Facebook page.

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We're supporting Britain's Got Talent winner, Jai McDowall

There's very rarely a dull moment at fatBuzz, but today' we've got some very exciting things happening.

We've been working very closely with Britain's Got Talent Season 5 winner, Jai McDowall, on the release of his new single and assisting him with his social media while he's on his Up Close and Personal Tour around Scotland.

So what's the exciting news ? Well, as we said before we're working with Jai towards the release of his single "Got To Let Go" on May 5th, but today he releases the music video for the single.

Last week we met up with Jai, and he told us a little bit about the single and even gave us a sneak preview of the video.

After this was released his fans were bursting with anticipation to see the full version, and we can see why. So without delaying any further here it is, Jai McDowall's single from his second album, Got To Let Go.

If you enjoyed Jai's video, please share it with your online community using either the Twitter, Facebook and Share buttons below. Thank You.

Join The fatBuzz Team

In response to an increase in business and the addition of several new contracts, we are looking to bring in some new faces to join the fatBuzz team.

We are looking for one full-time Web Developer and one full-time Social Media Account Assistant to come in and work with us at our offices in Glasgow.

We are looking for all the obvious attributes (hard-working, enthusiastic, self motivating, ambitious etc) but, more importantly, we want someone who fits with our culture and who is keen to be part of the fun team at fatBuzz.

Full-Time Web Developer

fatBuzz work with a wide variety of clients and this role will involve working with organisations, large and small, in the consumer, professional and charity sectors. 

The successful applicant will work alongside our design team and our clients on website design and development. 

The position will be based in our Glasgow office at Kinning Park and, though not essential, a driving licence would be an advantage. 

Salary and package will be commensurate with experience.

Key Requirements:

Good knowledge of HTML / HTML 5 & CSS
Good understanding of Wordpress or other CMS
Some experience working with Jquery / Javascript
Comfortable working with designs in Photoshop
Good attention to detail

Must be able to:

Code a fully functional HTML website from scratch using a provided Photoshop .psd file
Turn HTML code into a working Wordpress Theme / Template
Create fresh / modern website designs from scratch or from clients' specifications

Plus Points:
Knowledge of mobile / responsive web design and development
Knowledge of databases
Understanding of PHP scripting
Creating / editing Wordpress plugins
Branding design experience

In the first instance you should send your CVs, cover letter, links to previous work and any other relevant information to kyle@fatbuzz.com. All applications will be strictly confidential.

Full-Time Social Media Account Assistant 

As part of our growing Social Media team, you will help our core staff work directly with clients on marketing, social media engagement and developing online communities.

Ideally, you will have a good understanding of social media and marketing but, more importantly, you will have good writing and oral communication skills.

This role would be an ideal opportunity for a marketing or media student looking for experience in this burgeoning industry.

The positions will be based in our Glasgow office at Kinning Park and, though not essential, a driving licence would be an advantage.

Salary and package will be commensurate with experience.

Key Requirements:

A strong understanding of social media

Ability to effectively communicate information and ideas in written and verbal format

Excellent time management and organisational skills
Copywriting and/or blogging experience
Experience of social media marketing

Must Be Able To:

Build and maintain working and credible relationships

Work independently and within a team environment

Manage multiple projects and work to tight deadlines

Plus Points:

Good understanding of Wordpress or other CMS
Comfortable working with / creating designs in Photoshop, InDesign etc

In the first instance you should send your CV, cover letter and any other relevant information to kyle@fatbuzz.com. All applications will be strictly confidential.

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Lanarkshire New Media Breakfast - Content Explored

CONTENT EXPLORED
Content creation is something people struggle with; knowing what to talk about, what tone to use or, what platforms are best are all questions we hear over and over again.

How do you make sure your content is engaging?
How often should you put out new content?
How do you get people to share your content?

These are all questions we will be exploring at the March New Media Breakfast in Lanarkshire.

We will provide content creation ideas for your business and we'll offer suggestions about how to get your content found and shared.

INDUSTRY/SECTOR SPECIFIC
We will also look at some industry specific examples and how different sectors can use specific events and dates to create interesting content. If you would like us to specifically feature your sector, please email us details in advance and we'll try to include it in the presentation. Please send your industry or sector details to gordon@fatbuzz.com

SPECIAL EVENTS
In addition, we will look at special events in the 2013 calendar and how you may be able to create relevant content around them.

SOMETHING FOR EVERYONE
We hope you'll be able to make it along to the March New Media Breakfast, we will be using as many examples as possible across different industry sectors so we're sure there will be something for everyone on the day. Hopefully, the session will provide lots of inspiration to help you create great content throughout the rest of the year.

THE SPEAKER
Gordon White, Managing director of fatBuzz Ltd will present the January New Media Breakfast.

Venue: Lanarkshire Business & Conference Centre, Cumbernauld, G67 1HU
Date: Thursday 21st March 2013
Time: 7.30am for 8am
Cost: £10+ vat
Directions: Show in Google Maps

We hope you can make it along to this event. If so, I look forward to seeing you on the day.

BOOK FOR NEW MEDIA BREAKFAST LANARKSHIRE HERE:

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Are you B2B or B2C when you should actually be P2P?

I watched a video the other day entitled "Social Media for Enterprise - A Business Case", it was created to help convince senior executives about the importance of social media and Jeremiah Owyang, Analyst at Altimeter made reference to P2P businesses - it was a real ‘light bulb’ moment for me.

By P2P he meant “People to People” and what a great reference it is. Those of you who have heard me speak will no doubt have heard me say ‘people buy people’ - I believe this is true for any business whether itʼs B2B or B2C. Furthermore, it applies to all organisations whether in the private sector, public sector or charity sector.


Social media is changing the rules; David Meerman Scott, author of New Rules of Marketing & PR, was kind enough to record a video for our New Media Breakfast, and in that video, he talked about how things have changed. He explained that we are all publishers and we can get our message out via social media in such a way that earns us space rather than having to buy space. Itʼs about people connecting directly with people via social media.

Likewise, CC Chapman, author of Content Rules and Amazing Things Will Happen, was kind enough to do a video for us in which he said: ‘Be yourself, tell your story and create real content, whether itʼs to increase awareness, increase sales or to get kids to attend your school’. He encourages people to tell their own story and connect with relevant people using whatever social media tools allow them to be themselves. It could be blogging, podcasting, video, or status updates but regardless of the tools, the overriding message was: ‘Be yourself, as if you were there with the person you're talking to’.

So, should companies start to think differently? Are you a B2B or B2C business? Or should you become a P2P business?

Personally I like the idea; I have always believed in the notion that people buy people, even before social media arrived on the scene. Recently, I have noticed a tendency, particularly in the younger generation, for people to ʻhideʼ behind email and text messages - Iʼm constantly telling people to lift to phone and speak to people, or better still, meet them face to face. All too often people are reluctant to use the telephone to actually make a telephone call! Perhaps by promoting a P2P culture you will help to focus your people on connecting in a much more personal and meaningful manner.

Mitch Joel, author of Six Pixels of Separation, uses a very interesting sub-title or tagline for the book: ‘Everyone is connected. Connect your business to everyone’. In the book, Mitch highlights how social media enables everyone to publish content and connect one-to-one, and one-to-many.

The video I mentioned at the start of this blog post uses Virgin as a case study and explains how all Virgin staff are encouraged to be involved in the companyʼs social media content; this is a P2P culture.

Likewise, Zappos, the American shoe retailer, has empowered its staff to talk to all of its customers, and in doing so, has pretty much rewritten the rules of customer service. Telstra, the communications giant in Australia, has made social media training for its 40,000 employees compulsory in an effort to make sure they are connected and truly P2P.

When asked in a recent interview for my predictions for 2013, I said I thought there would be a marked increase in the number of businesses unblocking social media in the workplace. Furthermore, I predict they will not only unblock its use, but they will also empower their people to use it and become ambassadors for the organisation. I truly hope Iʼm right.

Perhaps if we redefine our businesses from B2B or B2C and aim to become P2P we will find it easier to make the inevitable leap into becoming truly social.

Are you B2B or B2C when you should actually be P2P?

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Why are fatBuzz sponsoring the Entertainment Guide Awards 2013?

We are delighted to announce we are sponsoring The Scottish Entertainment Guide Awards 2013. To be more specific, we are sponsoring the award for Scotland's Best In-House Marketing Initiative.

You may wonder why a marketing, design and social media agency has decided to sponsor a category that is specifically for in-house marketing; it's fairly simple, we see this as a great opportunity to highlight the fact that we work very closely with in-house marketing teams. 

We regularly assist in-house teams with special projects and we train in-house marketing teams on the use of social media marketing and content creation. Furthermore, we regularly work with in-house marketing teams to help them devise, develop and implement marketing initiatives. It was an easy decision for us to make; we meet lots of marketing teams doing great work with their organisations and we like to work with them whenever the opportunity arises. We are looking forward to seeing the entries and helping to judge the winners in this category.

We were also pleased when we saw the list of questions for the entrants, obviously they refer to social media, but they also include references to how it fits with the overall marketing strategy - a very important consideration for all businesses.  Here are the questions you need to answer in your submission:

• How did you plan and develop your social media strategy?
• How does it fit within your overall marketing strategy?
• How do you measure the success of your social media marketing?
• What makes your social media marketing stand out from the competition?
• What would you say is your most innovative and successful social media campaign to date and why?
• What additional in-house marketing do you do?

This award is open to any in-house marketing team in the entertainment industry, so if you have an in-house marketing team for your restaurant, hotel, pub, club, visitor attraction, or anything else related to the industry you are very welcome to enter for the award. And yes, you can enter even if you regularly work with external agencies!

To make it easy for you to enter, we have created an online entry form on our Facebook page so that you can complete and upload your entry.

Click Here to go to the entry form.  

PLEASE NOTE: Entries close on Friday 1st March. 

You can also vote for your favourite establishment using the online application form - there's more than 20 categories to choose from.  To vote now, Click Here.

The Award will be presented at The Scottish Entertainment Guide Awards dinner at the Thistle Hotel on the 21st April 2013.  Tables are still available for this special night when the entertainment industry lets its hair down to celebrate hard work and achievement. We look forward to a great night with all the finalists.  If you would like to book a table for the Awards Dinner, you can do so HERE. 

You can also keep up to date with all the news about the awards on the Facebook page for The Scottish Entertainment Guide Awards - HERE

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