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Twitter: Heed the Thin Line between Constructive Criticism and Whining

July 20, 2017Lori Rohrbach

I recently came across a Twitter rant aimed at an airline. Not shocking, I know. This was a series of tweets aimed this time at Delta Airlines. Ann Coulter, a conservative commentator, with a high profile, was using Twitter to rant about an experience she had on a recent Delta flight.  I understand her frustration – anyone who has traveled coach on any airline knows that airline travel is sometimes an unpleasant experience.  Although I respect her right to complain about poor service and being inconvenienced, I do question her use of the platform and if she may have gone too far.

With that said, I thought we could all use some reminding on how to use Twitter most effectively. According to Twitter we should:

  • Know the difference between voice and tone. Your voice doesn’t change, but tone varies by situation.
  • Talk with people, not at them. Twitter is a real-time network, don’t keep followers waiting and address both positive and negative feedback.
  • Keep Tweets conversational. Be professional without being too formal or combative.
  • Think about your content. Is this something followers will want to retweet?

When using Twitter, remember it’s about starting a conversation.  Tweets with strong calls to action should be balanced with other types of information – be it practical, relevant or even funny. In terms of Twitter perception, Ms. Coulter would have been wiser to tweet her (minor) inconvenience once and be done with it.  By escalating her complaints, she lost any empathy she may have received from people who had bad experiences with airlines, which I believe was her initial goal when first raising her issue.

On Twitter, you are what you tweet.  Compelling, interesting, useful and conversational content is what will engage followers.  Remember, Think Before You Tweet.  The world is reading…and judging.

 

 

Author: Robin Imbesi

 

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Eight Work-From-Home Etiquette Tips

Eight Work-From-Home Etiquette Tips

 

Whether telecommuting is old hat or something you’ve been forced into as part of the COVID-19 shutdown, here are a few tips to make the experience run smoothly for both employers and employees.

 

Managing expectations

Successful work-from-home strategies always begin with clearly communicated expectations. Make sure your employees have any necessary equipment, tools and resources.  Will they need to track their time? Participate in regularly scheduled meetings? Be available at certain times of day? For employees, know what you’re accountable for and clearly communicate any challenges you’re having.

 

Constant communication

Keep the lines of communication open and be accessible. Check in with employees regularly through apps like Slack, Microsoft Teams, Google Hangouts and Skype, or even an old-fashioned email or phone call. Be genuinely interested in how they’re doing but don’t overdo it. Foster a feeling of trust by not micromanaging.

 

Nine to five…ish

While having a daily schedule is ideal, it may not always be practical right now. Make sure your people know when you need them to be available and try to offer flexibility at other times. They may be juggling school schedules as well as work schedules and working at “off-shift” times may be necessary. Be mindful of employees in different time zones as well.

 

For employees, try to work when you’re at your best, and not when you’re exhausted by kindergarten playtime and fourth grade math. Make sure people know if you will be unavailable at certain times.

 

Taking a break

Getting up and moving clears the head and helps with creativity and problem-solving. Whether it’s a walk around the block or a break for lunch, make time to get away from your desk throughout the day.

 

Signing off

Working from home does not mean being available 24/7. Set an actual end to the workday if possible. Don’t send and respond to messages at all hours. Sign out of messaging apps and close work programs. Understand and respect these boundaries.

 

Location, location, location

When setting up a home office, think about where you will have the fewest distractions – for yourself and for those who may be seeing you and your background on a video conferencing platform. Try to avoid busy spots that may include semi-clad people walking behind you, barking dogs and kids vying for your attention.

 

Conferencing and calls

Be clear about whether you expect people to turn on their cameras during meetings. If so, be clear about how they should be dressed. During calls, mute your phone when you’re not talking to avoid background noise. Headphones can also help with call quality. When speaking, pause frequently so others can participate in the conversation.

 

Social engagement

It’s ok for managers and employees to have some down time together, which may help ward off feelings of isolation. Keep up your normal level of interaction, perhaps with a virtual coffee break or happy hour. Managers should set the tone for how casual to be. Let employees choose what they would like to share, and never pry into areas that were off-limits before.

 

 

Author: Erin Alderfer

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