Tweet Government: Following Your Leaders
With a Blackberry-addicted president in the White House, it’s no wonder the federal government is focusing on ways to use new media to communicate with the public. Increasingly, officials and agencies...
View ArticleWill They (Tweeters) Change Grammar?
It’s not news that language evolves. Nor is it news that the Internet has accelerated the evolution. So no wonder grammar has become a hot topic among Twitter users. The conversation is focused on a...
View ArticleResearch Report: Old Writing Rules Apply to New Social Media
While updating our web writing courses, I’ve been scouring usability research to find new studies that apply to web writing. The findings from two separate research studies from the Software Usability...
View ArticleDownload Social Media Toolkits from Mass.gov
From the National Association of Government Communicators list, I’m reposting information about a great resource: three social media toolkits from the Commonwealth of Massachusetts. (Thanks to Susan...
View ArticleTwitter Customer Service: Two partial DMs from AT&T do not make a whole
If you're using Twitter for customer service, you've got to live within your means. Yes, the 140-character limit is a struggle. It's hard to solve a customer's problem or answer a question in such...
View ArticleHelp me solve the mystery of how I wrote the World’s Worst Tweet and killed...
I really need your help. A few days ago I tweeted about a new resource I'm offering for download at my site, a Guide to Writing for Social Media. I expected a good response, but what actually happened...
View ArticleDownload our “Guide to Writing for Social Media”
Check out our latest handy free download for wordslingers and communication campaigners: Guide to Writing for Social Media. We developed this 57-page guide for the Centers for Disease Control (CDC)....
View ArticleSeven Must-Have Elements of Your Social Media Emergency Kit
It can strike any time with any brand. Chick-Fil-A, Nestlé, and Domino’s have experienced a social media crisis. If a similar crisis hit your brand, would you be prepared? Just like the emergency kit...
View ArticleUsing Twitter for Customer Service? Answer the customer’s dang question
I recently read "The Great Social Customer Service Race," an experiment by Software Advice, Inc., which put 14 top consumer brands to the Twitter support test. As you might imagine, some brands, like...
View ArticleWhy a 280-Character Customer Service Tweet is a Bad Idea
Read this tale of social customer service in which Bluehost sends me, the customer, a 280-character response that's broken mid-sentence into two 140-character tweets. Read my explanation of why writing...
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