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Sunday, June 24, 2012

Creating Engaging Content for your Social Networks

A core value of your Social Networks is the improved engagement and relationships you can form with your communities. At the 2012 AFPTechKnow Conference in Orlando, Alice Ferris, ACFRE and Jim Anderson delivered the first two presentations in the Association of Fundraising Professionals "Live Learning Lab" series. Here are the YouTube videos, a few select Twitter posts and photos from those presentations which provide tips for improving the quality of your social content.

Jim Anderson delivers the first AFP Live Learning Lab presentation.
"Why Should I Care? Creating Entertaining and Engaging Content."


Alice Ferris presents the second AFP Live Learning Lab presentation.
"Structuring Content to Engage Your Audiences and Build Action"


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Jim Anderson LinkedIn Facebook Twitter pinterest Skype GoalBustersJim
Alice Ferris, ACFRE LinkedIn Facebook Twitter pinterest Skype alice.ferris


Here's a link to the complete "Storify" version of this post. It also includes content from another GoalBusters AFPTechKnow presentation: "Plug-In!" Hardwiring Relationships with Social Networks"
(Storify empowers storytelling with Social Networks by bringing together all of the content created by the community.) 

Here are a few photos and select Tweets from Alice and Jim's AFPTechKnow Live Learning Lab Presentations. 

#AFPTechKnow Live Learning Lab @Jim_Anderson1 "Why Should I Care? - Creating Entertaining & Engaging Content" #AFPMeet
@GoalBusters




I'm here! MT@AFPTechKnow@AFP Live for a chance 2 win iPad! Grt session with @GoalBusters about to start! @AFPTechKnow
@Laura Amerman

Thanks for joining us! RT @LEAmerman: Waiting for @Jim_Anderson1 and @AliceFerris at @afptechknow#afpmeet  #afpeeps
@GoalBusters 




Jim Anderson at the AFPTechKnow Live Learning Lab


Pre-Show Nervous Coping Mechanism #4 at @AFPIHQ's Live Learning Lab in Orlando. #AFPTechKnow #AFPMeet



#AFPeeps Master Nick Ricci introduces @Jim_Anderson1 at the 1st @AFPIHQ Live Learning  Lab at #AFPTechKnow

 
Veteran Camera opp @aliceferris Flips the action at first @AFPIHQ #AFPTechKnow Live Learning Lab.








Inform, entertain, provide opportunity! #SM tips from @goalbusters @jim_anderson1 #afpmeet #afpeeps
@Laura Amerman


Long tweets create barrier to participation. 100 characters are best for getting RT'd #afpmeet @goalbusters
@Laura Amerman 




#AFPTechKnow Live Learning Lab: @AliceFerris "Structuring Content To Engage Your Audience"



RT 
@paul61877@aliceferris nails the value of #140 characters 12 min vid @AFPIHQ at AFP Live 





 







RT @GoalBusters: #AFPTechKnow Live Learning Lab: @AliceFerris presents "In the Round."
@Jim Anderson






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Jim Anderson LinkedIn Facebook Twitter pinterest Skype GoalBustersJim


Alice Ferris, ACFRE LinkedIn Facebook Twitter pinterest Skype alice.ferris




THANK YOU for Tweeting and ReTweeting! @LEAmerman @AFPIHQ @AFPTechKnow @AudreyWkdhq  @LydiaChicles @paul61877

Wednesday, June 13, 2012

Don't Tell Me How I CAN'T do this, tell me how I CAN

Two phrases that aggravate me to no end:
  • "I have no control over that."
  • "I'm just an employee."
After a particularly challenging evening of poor customer service, and one stellar experience this morning, I'm reminded of a phrase I have used many times: Don't tell me how I can't do this, tell me how I CAN.

So in an attempt to find something useful from my experiences today, here are a few tips for customer service.

If things aren't going as planned, own up to it. On two occasions recently, I had a restaurant reservation where I did not get seated for an hour or more after the reservation time, and there was no place to comfortably wait. On both occasions, the hostess tried to gloss over the wait by saying, "It won't be long." Excuse me, but an hour wait is definitely long. Had I been informed a realistic wait time, I could have made an informed decision about staying or leaving. Customers can tell if you're not being completely transparent.

Never underestimate the power of a token gift to make amends. A complimentary upgrade or small gift doesn't cost much and can go a long way to restoring a customer's trust in you.

Give your front line decision making authority. At Phoenix Sky Harbor Airport this morning, the line for security was incredibly long. Even the priority lane was 50 people deep. Then, from no where, an airport employee said, "If this group would follow me, the checkpoint on the other side has a shorter line. I'll take you there." As we were walking briskly to the other area, one of my fellow travelers commented, "I hope this was worth the hike." Our hero employee said, "If the line isn't shorter, I'll personally take you all through the employee lane." He probably trimmed over 30 minutes from our wait through security. All because he was empowered to redirect passenger traffic. Rock star.

I'm going to try to stay focused on the one guy who was exceptional rather than the others who were not. Live by the surprising example of the airport employee who cared!

######

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Alice Ferris, ACFRE LinkedIn Facebook Twitter pinterest Skype alice.ferris
Jim Anderson LinkedIn Facebook Twitter pinterest Skype GoalBustersJim

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