Category Archives: strategy

PayPal Gets an F: How not to handle a social media PR Crisis

Today a group of unhappy customers started a PR campaign to encourage people to close their PayPal accounts.

Paypal have failed to mount any kind of response as of the time of this writing. Continue reading


Twitter as a Customer Service tool

There are many examples of companies who seem to ‘get’ the opportunity afforded by monitoring their presence on Twitter. These companies provide a great customer service experience on Twitter.

By Rob FallaYour Presence Online

In this blog we will look at some behaviours that are and that are not examples of great customer service and we will also look at the reasons a company should be providing this level of customer service.

Why should your company strive to provide a great customer service experience in social media?

You want more money! Continue reading

The problem with auto-follow

Why do so many tweeps use auto-follow and auto-dm services?

By Rob FallaYour Presence Online

I suspect they are using the automated services because they want to build up a following but do not want to put the work into maintaining a good high quality following. There is a fairly recent trend on Twitter, especially amongst the newer users, to confuse quantity with quality. There seems to be some sort of bragging rights associated with having the biggest following amongst your friends.

There is no rational justification for building a large, random, meaningless follower base. Why would it matter if you have thousands of followers but have nothing useful or valuable to say to them.

If you are entertaining, insightful, knowledgeable on a particular subject or are a celebrity in your own right there is a good chance you will have a large follower base. This is because you are providing your followers with something of value. Continue reading

Improving Google Search Results with Google Circles

Get Better Google Search Results with Google Social

By Rob FallaYour Presence Online

The guys and gals at Google have been working hard to improving your search experience. They have been forced to because the quality of Google search results has been suffering for some time now thanks in no small part to the efforts of search engine optimization practitioners who place a greater premium on fees then on content and use all manner of underhanded techniques to improve the positioning of a page. Google circles offers some hope that your search results will be better soon. If Google implement Google social search or Google circles properly we should all see better search results soon.

Continue reading

Google gets serious about social search

Google have been working at improving the search experience pretty much since the start. With all the Social Media ‘gurus’ predicting Google being displaced by Twitter as the search tool of choice, and there are good justifications for such musings… what else could they do.

So Google has gotten serious about social search, but they seem to have applied the innovative breaks a bit early. Continue reading