A blog for social media communicators at MIT



Validation as Part of Social Media Customer Service

By Stephanie Hatch Leishman March 24, 2014

While many universities and their departments jump right into broadcasting their message via social, many pause before starting to use social networks for customer service. They know it will be much more difficult to use social in this way. Why? Because producing one-way content is easier than dealing with a two-way...

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Track Successes and Failures

By Stephanie Hatch Leishman September 6, 2012

A big part of ongoing social media success is to acknowledge and keep track of your successes and failures. When you publish a piece of content that gets a positive - or negative - reaction, many more comments than usual, or more shares than you've gotten before, make sure to take a screenshot, favorite positive...

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Dan Zarrella: 13 Takeaways

By Stephanie Hatch Leishman March 6, 2012

Today we had the opportunity to have Dan Zarrella present The Science of Social Media at MIT. Being an institution of higher learning that especially loves science, MIT was pleased to welcome Dan. In his presentation, Dan did some myth busting and gave us some takeaways. Here's a taste of what we enjoyed: Myths: Ideas...

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The DND Rule

By Stephanie Hatch Leishman February 28, 2012

One book I have enjoyed using as a reference is Likeable Social Media by Dave Kerpen, CEO of Likeable Media. In his book, he defines the Do-Not-Delete Rule. He states, "the do-not-delete (DND) rule states that unless a comment is obscene, profane, bigoted, or contains someone's personal and private information, never...

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