Category : Marketing

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The importance of content moderation in Social Media

A look at the importance of content moderation in Social Media

Social media, blogs, forums and the like are outlets for people to express themselves, to share experiences bad and good with their connections or with people of similar interests. As a business, whether you actively use social media or not you are probably on it. You see, when people need to vent about a business the first place they take to now is the internet, a forum, a group or a social network. Whether this is to vent about a bad experience, scream from the rooftops about their joy or just discuss with others wethers to to use you or buy your products. Ultimately if you as a business aren’t on social media or you aren’t ‘social listening’ then you could either be missing out on new business or the opportunity to show your amazing customer service. It’s like turning a blind eye to what people could be saying about you.

Jargon Buster: Social listening is watching or setting up keyword searches so that if someone is talking about your biz you will be able to listen and respond quickly

How to manage customer feedback effectively

It’s one thing to be on social media and to be listening to what your customers or potential customers are saying about your business and another to actually deal with them in a respectful manner (especially if they are negative or bad reviews.) Seeing bad comments about your business, products or customer service can be very disheartening, as a business owner you may take this personally and can sometimes mean you want to reply quickly with an emotional reaction. This is almost always the wrong way to deal with the situation. To leave it is also not a great idea. Think about passing the responsibility onto someone else within customer service or respond in this manner:

Dear (Customer) Sorry to hear that your experience wasn’t exceptional ;-( – Could you email me personally at and I will see what we can do?

This is enough to show you care to the public and you are also able to take the conversation to a more private platform to resolve any issues. job done.

‘Honesty and a timely response are crucial when dealing with negative comments on social media. Mistakes happen and if they do, it’s best to be transparent. It’s easy to suffer from ‘brand bias’ and try to defend your company by covering it up or appropriating blame elsewhere. Hold your hands up and be honest – customers appreciate it in the long run.’ – Says Hannah Rainford, Senior Social Manager, Jellyfish

Hannah Rainford adds: ‘It’s wise to prepare replies to potential queries in advance so that your community manager can respond quickly and appropriately. There’s nothing worse than leaving a negative mention without a reply. Even if you can’t solve the issue immediately, let the person know you’re working on it.’

Dealing with this negatively and publicly is a dangerous game! Businesses have been broken due to the negative way that have responded to to negative feedback on social media.

A very good example of when it goes very wrong was when american small business owners received an influx of bad reviews (they also appeared on Ramsay’s Kitchen Nightmares) Instead of trying to rectify the situation or to apologise for their mistakes they took to social media to insult their customers. Needless to say they received even more bad attention. The actual posts are too offensive for print!

Dealing with trolls

Upset customers and trolls are different things, normally your customers who head online to complain have a genuine upset whereas trolls don’t.

What is a troll?

A Trolls purpose is to make a deliberately offensive or provocative online posting with the aim of upsetting someone or eliciting an angry response from them.

When it comes to genuine trolls the best way to deal with them is to delete their comments and brush it off. Trolls feed on response and upset, don’t feed them, delete them and they will go away. Never let a troll make you feel anything even if they are abusing you, you can block trolls easily on social media and report them to the networks. That’s it!

The role of professional social media management agencies

A social media management company normally creates a social media strategy, manages the content creation and engagement for your social media accounts. A good social media manager or management company will start by understanding your needs and goals as a company. A social media managers job is more than simply posting updates! They need great creativity and design skills, the ability to pick up your companies tone of voice, to react quickly to conversations about your business or possible business and to be able to measure and analyse the social media campaign activity. The ability to create conversation / engagement and to react to comments quickly is also a social media management must.

There are pro’s and con’s for using an external resource to manage your social networks. If you are lucky enough to have the resource in house, the good news is people can be trained to do this well, as long as you have some good social media guidelines in place. Of course if you outsource to a reputable company, you know you’ll be getting a professional who is able to get stuck in immediately.

“We manage all our social media accounts in-house and it has really helped us boost our visibility, outreach and even resulted in direct sales leads. By doing all our social media internally and having the core team use their own accounts, we can ensure we appear authentic, connect with people and have a personality that people can trust.

There is obviously risk associated with this and by having unmoderated social activity, we are aware that one of our team might be saying things that might not be well received all the time. To counter this, we have some broad guidelines but we ultimately trust our team to say and do the right thing.” Says Sarat Pediredla – Hedgehog Lab

A version of this article was published in SME Magazine

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Apps and Tools Marketing online marketing social media Social Media Tools Visual Content

Rough Guide: How to create visual content for social media with ease

Today we fight for more attention from our audiences on social media. People have become more time poor and therefore visual content such as images and short videos have become more prominent across social media.

Using Images in your social media marketing strategy can boost engagement much more than simply text alone. Some stats suggest that posting an image on Twitter gets up to 300% more engagement than text alone and video even more so.

One of fastest growing social networks of all time is Instagram which relies on great visual content only.

So how can you create great visual content for your social networks that ensures you stand out from the crowd?
It’s not as difficult as you may think to create visual images that stand out. There are heaps of free or low cost tools that help you to create great images without the need for an expensive graphic designer.

Here are some of the visual content creation applications I could not live without! They are free or low cost and so very easy to use:

Is not a Social Network! (1) – Canva is an online application, you can create social media visual content from templates very easily. It’s free and you are able to choose templates in exactly the right size for each social media platform, each image / quote or ad you create takes minutes and looks professional and high quality.







Word Swag – Word Swag is an IOS app which generates gorgeous text styles over images that you either upload or you can you the pixabay (integrated) image library which includes thousands of free – do whatever you like with – images. This app is not free but a snip at £2.99 – I use this app everyday!








Typrorama – Typorama is a lot like Wordswag as it’s also an easy to use app yet with a few extra features and fonts. It’s very easy to create great images, again there is a free version and a paid version at around £2.99





Legend – Legend is another phone / device application which is similar to wordswag but you can create awesome flashing GIFs and mini videos which grabs the attention of your audience via Twitter and Instagram

Pic Monkey – Pic Monkey is a fantastic tool for editing images, cutting and adding filters. This is a web / desktop application. Use Pic monkey to edit image elements before making more advanced creations on Canva. Also great If you need to edit an image size fast. It’s mostly free or you can pay $5 per month for more advanced features.

Sourcing Free Images

When it comes to using images in your social media posts, you should ensure that you own the content or that you have the permission to edit or use them. It used to be really difficult to source free images and expensive to pay for stock images. Luckily the world has changed a lot! And heaps of free –do whatever you want with – image platforms have popped up.

Most of the time you’d don’t need to attribute the work to the photographer and the images are very high quality by far the easiest to search and best to use is – Pixabay is a public domain image library of high quality images that are copyright free. Pixabay has over 550,000 images to choose from and is being added to every day. These images can be manipulated and used as you wish.

(A version of this guide is also available in print from KWIB Magazine)

This blog has been verified by Rise: R4020093e9636bc10fe385b92e66e0b07

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internet marketing Just for fun Marketing Pinterest

Pinterest is NOT a social network! + tips for rocking Pinterest for Biz!


Pinterest is NOT a social network! – This statement came straight from the horses mouth at Social Media Week London. I sat in on the masterclass session presented by Pinterest UK, here’s some of those top tips, i’ve created them for you in shareable images!


Pinterest is NOT a social network!
Pinterest is about planning for the future such as holidays or decorating rooms, even what am I making for dinner tonight but it’s not realtime







2/3 of pins are by brands!
Pinterest really lends itself to brands, pinners are looking to pin things for future purchases and aspirational products.








Ensure your pins click thru to relevant content
When a pinner clicks on your pin they want to be taken to futher information such as blog or product sales page.








Think like a pinner:
Think is this pin or board useful?
Would a pinner save this content?








Create boards with 40+ pins
Scrolling through boards on pinterest is hugely satisfying but when there isn’t much content to scroll through it can leave the pinner/viewer feeling a bit underwhelmed.








Properly label your boards
We tend to be a little quirky with the titles of our boards and forget that we need to be discovered, ensure you properly label your board with what is on it. i.e – ‘Blue front room ideas’ instead of ‘blue and beautiful’

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internet marketing Marketing online marketing Periscope Small Business social media

Tools for a top quality Periscope Stream

Periscope is the next big thing in internet marketing! It gives marketers and business owners the chance to watch live, people all over the world sharing knowledge and experiences. The potential uses are limitless and it’s an exciting move forward for social media and the way we interact with one another.

To get started on Periscope is so easy! The ease of use and accessibility to give and receive awesome content instantly is one of it’s best assets! But how do you ensure you are making your stream look as good as it can? – Even though it’s not all about how it looks! Being authentic and delivering fantastic content is much more important but if you can ensure your video quality is good it makes for an even better viewer experience. I’ve put together some tools and tips to help you do a top quality stream.

Steady camera

In all honesty if you are filming outdoors, you will get some shaky camera, it’s hard to keep it still when you are out and about, one way to keep your phone a little more steady is to use a selfie stick.


Selfie sticks


selfie stickSelfie sticks are a low priced piece of kit, for example this one: Anker Bluetooth Selfie Stick is just £11.99 in the UK








If you are simply stripodsitting at your desk delivering a broadcast, it is hard to be expressive with your hands and keep your camera steady if you are holding your smartphone. A great way to keep your camera steady is to invest in a smartphone tripod. This one is under £10 and comes with the complete kit including a bag and cleaning cloth which is handy if you are out and about. 







Sound is another aspect that affects the quality of your periscope broadcasts. If people are unable to hear you properly or there is excess background noise this can be off putting. Also if your smartphone microphone isn’t great this can also have an impact. Ensure when you broadcast that you are in a quiet environment so that people can hear you clearly. Unfortunately this isn’t always possible especially if you are out and about, one way to ensure you avoid this is to simply use your phone headphones / microphone like the one that comes with your iPhone.


MicrophoneOr you can invest in something similar like these headphones / earphone and mic for less than £20 which will ensures the background noise is cut and people can hear you clearly:






Think about the backdrop of your periscope, ideally if you create a professional environment, you’ll look more professional. A messy kitchen or your laundry room isn’t the best place to do this! Think also about lighting too, if you are in front of a sunny window, half your face may not show, or if you sit below a light this can also happen.

With Livestream connectivity is so important, it’s so annoying when the screen keeps freezing or you look blurry. When you go to scope make sure you are connected to wifi or have a good 4G connection to ensure the best quality broadcast possible.

If you have any questions! Just ask! I am on Periscope @lucyshall and Twitter @lucyshall

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Do’s and Don’ts of Twitter for Business

Twitter for Business

Nearly 70% of businesses use Twitter for Business in order to keep in touch with clients and market their products and services. Not every business though, is using Twitter effectively. In this post I have put together a few do’s and don’ts to help you get off the ground and use your twitter account as effectively as possible.


Be social!

It can be irresistible to simply upload a load of promotional tweets through a scheduling tool and leave Twitter at that, but that won’t get you any real engagement and this strategy adds no value to an audience. Engagement comes from reaching out to people, joining in conversation, asking questions and being present. It’s really important that you remember this when you start using Twitter for business. It’s like walking in to a big room and saying hey i’m here look what I sell – and hoping for the best. Whereas you could walk into the room as start talking to people, asking out about them and building relationships. Try and treat your social networking strategy like you would treat your ‘real world’ strategy and you’ll almost instantly see results and feel less alone on Twitter.


Don’t just share your own content, share others posts and retweet interesting content from people in your network, show that you are able to collaborate. You’ll also find people more willing to share your tweets if you make an effort to share theirs.

Be You!

This may be a business Twitter account but that doesn’t mean you have to be straight laced and inhuman. Instead of simply posting your business or promotional tweets, try to show the lighthearted side of your business. What happens in the print room? or where have the team visited today? People build relationships with real people and not a logo. Remember this when you are planning your content. Show people you are real, and that you are ready to strike up a conversation with them.

Be Consistent

Try to ensure you use twitter regularly, simply posting a heap of tweets one week and then being nowhere to be seen the next show’s you aren’t dedicated to your followers. A simple way to do this is to schedule your posts a week in advance using Hootsuite and ensure you use your smartphone Twitter app to interact with people when they engage with you.


Be Too Random

Before you start posting on twitter, try to have a strategy of in place, even if it’s just a small idea of what you will do. If you are too random, it’s hard to measure your success. You will also find you may post irrelevant content, or share information for the sake of having content on your feed. Also be sure not to tweet about politics or religion from your business account (unless the nature of your business) This can really alienate people if they have a different belief. It can be so easy to simple retweet something from a political party, and this is fine when it’s from your personal account. The best way to put a plan together is to brainstorm content ideas and schedule them in advance and be clear on the type of content your business account should retweet or re-share.

Be Negative

If you are aggravated with a companies customer service try and resist the urge to publicly argue with them over Twitter, especially using your business account, this can seen very negative to your followers and they vibe you want to be giving is a positive one! Similarly if someone is upset with your company and they begin to court you negatively in public, simply deal with it swiftly and publicly rather that deleting them, turn the conversation into a positive one something along the lines of: ‘Sorry to hear that! We would really love to make this right with you. Please DM me now and I will make this a priority’ – This way you are publicly showing you have great customer service.

Be Too Salesy

Try not to be a sleazy sales person who simply tweets out offers and services all day! To say ‘I have this for sale – get it now’ all day long is adding no value and it comes off as a bit desperate! Try instead to answer questions and provide case studies and use the soft social selling technique of offering value and help, this way people will be super warmed up to you when it comes to making a buying decision.

Listen to the audio version:

How to use Twitter (2)

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Business Marketing Marketing Strategy Podcast Small Business social media

Which social network is best for my business?

Which social network is best for me and my business?

This is a question that many people ask. And there are now heaps of channels and social media platforms a business can get set up on for free, some are more popular than others. Each social network has it’s advantages and of course some have disadvantages. It has to be said that you don’t necessarily have to be active on all of the networks otherwise you may find you will be spreading yourself too thin. However it is a good idea to create your profile or username on as many as possible so to secure it. However it is important that with the social networks you do choose, that you are consistent and you are updating them regularly with quality information and with the intention of being sociable and engaging with your audience.

Let’s look at some of the more popular networks.
Lets cover just a few:
• Facebook
• Twitter
• Google+
• Tumblr
• LinkedIn
• Instagram
• Pinterest
And this is before you’ve even covered some of the ‘less obvious’ social networks, or the networks that skirt the borders of how we define social media. These include:

Yes! There are heaps to choose from. So where should you as a coach or business begin?
As I mentioned, you should at least secure your handle or username on each network. To be consistently engaged on all networks would be a hard slog and each network is more suited to different age groups and audiences. Therefore the best course of action is to define your social media goals and try to understand who your audience is and what they want – where they hang out, is it a numbers game? Are you looking for quick results? If this is the case then Facebook and Twitter are huge social networks where you have the ability to gain traction fast, especially through the Facebook ads application. Sadly! It’s not all about numbers! It’s about targeted numbers, in short it’s about getting to as many of the people who are more likely to buy from you as possible. You’ll also want to think about the right time to reach your target audience and what langauge and content you’ll use to reel them in. That’s why defining your target audience is so important. Let’s take Pinterest for example: Pinterest has the largest female population of all social networks, it also lends itself to creative and visual topics. If you have a food blog or a fashion shop then Pinterest could work really well for you. If you target businesses or are B2B Pinterest may not be the very best platform for your brands time. However Linkedin and Twitter could be perfect for this.

In a nutshell to decide which social networks are right for you to focus on you’ll need to ask yourself these 3 questions and work it out from there.

  • Who is my target customer?
  • Where does my target customer hang out?
  • What content does my target customer enjoy?

Remember when it come to marketing there is no silver bullet. – Sometimes you’ll need a little trial and error before you work out which is best for you and trial and error is not a waste of time…. it’s a learning curve

[Tweet “trial and error is not a waste of time…. it’s a learning curve “]

Listen to this episode:

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101 Business Marketing Podcast social media Twitter

Mini Guide to Twitter for beginners

Are you a Twitter newbie? Have you been told that Twitter is an epic marketing tool for small and big business alike? And now you want to get started? – This guide to Twitter is a great place to start. In this guide I will explain what Twitter is and how you can use Twitter for business.

I am sure you know of twitter! Or have heard of twitter but are you using it yet? And are you considering using it for your business? Lets start by introducing you to Twitter:

Twitter is one of the biggest and most popular social networks n the world. Classed as a micro-blogging site. Millions of people, individuals and businesses post tweets or broadcasts (small 140 character posts) every single day. These tweets, consist of text, images, links, video and now small surveys.

What can users do on Twitter?

Follow – Follow other users
Unfollow – Unfollow users
Block – Block users you don’t want to interact with
Tweet text – Send up to 140 character tweet (text)
Tweet images – As your image takes up space there is less space for 140 characters
Tweet short video – this is a 2015 feature where you are able to create a short video and upload straight from your smartphone
Tweet Survey – A new feature is where you are able to add a 2 answer survey to your tweets.
Tweet Gif – An animated image
Retweet others Tweets – Using the RT icon you are able to retweet other peoples content
Reply to Retweet
Like tweets – Liking by tapping the heart icon on others tweets (was favourite and a star icon)
Hashtags – Using this # symbol with some text like this #socialmedia to follow a trend or event hashtag for example
Pinned Post – You can pin an important post to the top of your profile
Direct Message – Directly message any user privately
Ad profile image – Starts with an egg but you upload your own image
Add cover image – This should reflect your brand or personality
Include a bio – No explaining required
Include web address – You may include a clickable website link
Lists – You are able to create lists of people and brands
Advertising – Twitter ads is a platform you can use to pay for advertising on Twitter to reach more users
Analytics – Twitters built in tool to help you analyse your interactions and traffic
3rd Party Applications – Applications created by others to work with Twitter

In a nutshell users are able to send promotions, create conversation, respond, send direct messages, retweet others tweets and so on.

The Twitter website / platform can be used via your desktop, laptop, tablet or through a mobile phone app.

So how can you use Twitter for business?

Twitter is free. It’s a social network and for business you can use it in many ways. Twitters default setting is public where as many others aren’t. This makes it particularly useful for connecting with many relevant people in your industry without having to wait for acceptance. If you wish to join in with a conversation on Twitter you can use a hashtag, this way you can join a conversation or topic without having to actually follow someone and vice versa. A hashtag is this # symbol followed by words. You can see what hashtags are trending and join those conversations or create your own hashtags to track how far the conversation about your brand has reached.

On Twitter you are able to follow as many people as you wish (up to 2000 before you have reached 2k followers). This platform is perfect for sharing your blog posts and valuable information for more visits. For building your brand and for building meaningful relationships which can of course lead to more business.

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Blogging Business Hacks internet marketing Just for fun Marketing online marketing Small Business social media

What is Influencer Marketing? and How do you do it?

Influencer marketing is the art of reaching out to people within your industry or niche with a huge social media influence and getting them to share your content to their large, engaged audience.

The point is that if an influencer shares your content, it’s almost like a recommendation or a leg up. And to have someone so influential in your industry do this, could mean you get loads of exposure for your own products, services or content to exactly the right audience, recommended by someone who they really look up to.

There are several ways to go about influencer marketing, here are some ideas:

Ask for Retweets on twitter by reaching out directly and publicly, this isn’t that much of a nuisance to them just make sure the content is relevant and of interest to your target influencer.

Write a blog post about your influencer or influencers, that is helpful for your reader yet includes a little ego stroking for your target influencer.

Write or vlog about a recent article your influencer has written and explain why their views are so important for your audience.

Meet your influencer in real life! – This may be a little harder but if you go to industry conferences you are likely to bump into that big publication or top journalist in your industry, talk to them, connect and share an image of you together on social media, this is a great way to connect offline and online and then make that social media connection (This happened to me! Deborah Meadon – Dragons Den – Has retweeted me! and said i’m so good at social media!) – This can give you and your business and credibility a huge boost.

Start small and work your way up. Start with your local news outlet or niche publications and when the time is right to reach out to the Richard Branson’s, you’ll know!

Be resilient, it can take time to get influencers to notice you. Keep posting great content, share your views with influencers and always thank them when they do share your content. Don’t be too desperate or overly spammy! This is a one way ticket to getting yourself blocked or called a stalker.





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101 Business Hacks internet marketing Just for fun Marketing online marketing Small Business social media

What is Growth Hacking?

Are you curious about growth hacking? Have you spent time on social media and seen this buzz word being banded about like nobodies business? – Unfortunately marketers like buzz words but that’s no good for small business owners and those starting out in online marketing, it can be confusing when you are simply trying to understand the basics and cut through the noise. So I am going to take the time to explain some of these marketing buzz terms for you! So what is ‘Growth Hacking in plain english?’…

Growth Hacking is a buzz word meaning to hack or to cheat the system for growth, so you don’t have to spend the time doing monotonous jobs like growing a blog organically or slowly. Basically it’s taking a fast route to where you need to get, like getting a huge social media following fast or getting thousands of viewers to your blog quickly by creating a system that well.. ‘cheats the system’.

Growth hacking is where you can find a fast process or system for success for growth but very quickly. Normally to grow your business fast by finding a quick route to selling more products or services with social media or online marketing. There are real people out there who do ‘growth hacking’ as a real job. They aren’t meant to replace your whole marketing strategy but find ways to help you get there quickly and grow quickly which for a start up can be essential. The aim of a growth hacker is to help you grow your business and quickly using various systems and strategies. The growth hacker may analyse campaign results and rinse and repeat over again until the desired result is achieved.

Growth hacking is a good thing (in my opinion), for me it takes the wishy washy out of online marketing and leaves you with a goal in mind that you must achieve fast to grow your business quickly.

Further reading? – check out this guide: The Definitive Guide to Growth Hacking via Quick Sprout


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internet marketing Marketing online marketing Periscope Small Business social media Video

Top Tips for An Awesome Periscope Broadcast

Live broadcast / Periscope is such a great tool for your personal brand and business and it is even better if you use it right. I have put together a few tips to ensure you give an awesome broadcast on Periscope and make a great impact for yourself and your amazing business.

Your Profile

Ensure your profile is completed, include your website link, emojis (not necessary but the make your profile more fun and help you stand out) and keep it relevant to you and your target audience. This was you can refer people to your profile during the broadcast and to the link through to your website, this way they can go and sign up for your list or find out more about you.

Do Not Disturb 

It’s so annoying when your phone rings during a periscope broadcast! It stops your broadcast temporarily and the screen gets stuck! If you stick your phone on do not disturb you’ll be prepared for an unexpected call!

Catchy and Relevant Titles

Make your Periscope Titles stand out by adding some emojis  (okay you don’t have to but emojis do look great and take up way less space than text!) Ensure your title is relevant to the content of your broadcast, if you are talking about your workout then title it like: ‘Workout with me’

Short and Sweet

No offence guys but our attention span is less than that of a fish! So keep your broadcasts short. It’s not a rule that you have to follow because you can go where your audience takes you. If they are enjoying what you have to say or show, then keep going by all means but don’t milk your audience too much because you could end up boring them.

To show your face or not?

The camera shy amongst us may find it hard to do a periscope broadcast face on so you can try doing one showing your work or place you go to have fun, just be sure to talk and explain what’s happening. Ensure you speak clearly if you aren’t showing your face so people can grasp what you are saying.

If you are doing a face to camera broadcast ensure you be yourself, don’t be stiff, enjoy it, ask questions, answer questions and relax, it’s live so if you feel anxious your audience may pick up on it. Having said that the fist few scopes everyone does are a bit dodge, embrace that! it’s much more fun!

Multi Task 

When you scope be prepared for an influx of questions and hearts, sometimes questions come in whilst you are speaking and you can lose your train of thought and forget the question you just read. Sometimes the questions come in quickly and you can miss a lot, the best thing to do is say you’ll answer one at a time and ask them to ask the question again if you missed it. People like the fact that you are human so don’t pretend you are superhuman and can do everything.


Be Authentic, Be You!

Show your viewers your world, take them to your fave places as well as work related periscopes because it helps to show your human side, we build relationships with real people at the end of the day. Building real relationships is a great way to open your network and get you more advocates.

Be Interactive 

Ask your followers to take action, to ask questions or to go to your website and get your free download / join your mail list. The more people you are interacting with you are the more chance you have of having a great scope and building those all important relationships.

Repurpose your Scopes 

Periscope broadcasts stay on the app for no longer than 24 hours. You are able to save them to your phone and do what you like with them, such as upload to YouTube and Facebook. You could even embed on your blog and write the content up.

If you liked this post you may also like…..

I’m launching a new online course! Getting started with Periscope – The 30 day challenge! – Register your interest below and i’ll notify you when it launches.

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