“Don’t feed the trolls” is now a well-worn adage for engaging online, and for good reason. Just as in life outside of the internets, some people exist solely to get a rise out of people. Unlike face-to-face interaction, your response to that often mindless prodding can be screen-capped, shared, and mocked to hundreds, thousands—even millions of other people. It’s why it’s best to keep your troll radar sharp, and in your mission to provide exceptional online customer service, have operational guidelines for dealing with social media mischief makers.
Forbes is out with a great piece today that provides a framework for dealing with trolls. It’s a stumbling block for online marketers who are merely trying to do their job in an engaging and respectful manner, but may feel like they’re being duped after a couple of nonsensical back-and-forths.
The top, actionable advice involves offering to take a conversation offline. That serves two purposes: it snuffs out trolls, as they operate purely on attention, and it creates a private venue so the details of customer complaints aren’t aired out in a public forum.
Trolls don’t want to talk—they want to torment. Offering direct message or email communication provides them no value on your social media platforms.
The Forbes article also outlines areas where it’s alright to go against the traditional customer service norms such as blocking or removing content. Again: it helps to have online representatives that are adept at targeting trolls.
Social media customer service has streamlined companies’ abilities to quickly connect with customers, but with that comes a deluge of ne’er-do-wells who thrive on being a nuisance. When you’re looking to take your service efforts to the internet, it helps to remember the adage we started with: Don’t feed the trolls.
PR/PR is celebrating 20 years of providing publicity for our clients, and amid that festive backdrop we’re announcing a new service to herald in our anniversary.
We’re excited to formally unveil our PR coaching service: A one-on-one, curated series of sessions with our President, Russell Trahan. Geared toward professional speakers, consultants, and non-fiction authors who may desire an audience that’s outside of our traditional wheelhouse, our new Publicity Coaching service will give you direct insight into our time-tested strategies to boost name-recognition and visibility.
Here’s how it works: Those who engage PR/PR with the Publicity Coaching service will receive three sessions directly with Russell, where he will comb through your existing collateral, hone your individual messaging to increase opportunities to boost your visibility within your target market, and assist you in establishing a unique media hook. It will be a collaborative process over the course of three months with the goal of streamlining your individual expertise to leverage your knowledge and content in your specific area.
Russell is thrilled to begin this new service, and in an effort to devote the necessary time and attention to each individual client’s needs and goals, there is limited availability per-month. Head on over to the new PR coaching section on our page for a detailed explainer, and feel free to reach out for more information!
I vividly remember sitting in my medical skills class, a sophomore at Cypress Creek High School, when an announcement came over the intercom instructing every teacher to turn on the TV. The boxy television anchored to the corner of the concrete block interior of the room flashed on, and the image of smoke billowing from the upper levels of the World Trade Center hit the screen.
I remember confusion and concern; a quite classroom suddenly turned into a beehive of activity and chatter about what it was we were actually watching, and what it actually meant for America.
It was shortly after 9:00 am on Tuesday, September 11th, 2001, and in several hours we would have a firmer understanding of what it would mean for the future of the country. We had been attacked, thousands upon thousands were presumably dead, and America’s innocence was a smoldering heap of metal and ash in Lower Manhattan.
It was 17 years ago today, and the images are still just as vivid as the morning the television flipped on in that high school classroom. Nearly 3,000 dead in attacks at the World Trade Center, Pentagon, and on United Airlines Flight 93, where passengers heroically fought back hijackers and crashed a plane seemingly headed for the White House or U.S. Capitol.
More than 6,000 were injured, and today, the numbers of first responders suffering from illness directly related to their heroic efforts at Ground Zero continues to rise.
Today we remember those that we lost, those that ran into those towers to save others knowing that there was a possibility that they’d never come back out. We think of the families whose loved ones perished in these terrorist attacks, and continue to take heart that the strength of America in the aftermath of 9/11 united us in our darkest hour.
Hey folks! We hope you enjoyed your Labor Day weekend, but now we’re back at it at PR/PR HQ. On this week’s agenda? Birthdays! It was mine last week, but today we’re celebrating Google Chrome’s birthday.
Don’t freak out, but it’s been 10 years since the ubiquitous search engine launched its own internet browser and released you from the digital hell that is Internet Explorer.
Since its inception, Google Chrome has revolutionized the possibilities of online search engines, providing extensions for each and every little thing you could want, rendering our sticky note password system useless, and blocking all of the awful popups that turned your monitor into a computerized nightmare.
Google is teasing a surprise for Chrome today in celebration of it hitting its tweenage years, and rumor has it that it will be a complete overhaul of the browser. Gmail recently updated its interface, so we’ll keep an eye on any Chrome updates as the day progresses.
So Happy Birthday, Google Chrome, and thank you for rescuing us from Internet Explorer.
John McCain was a monumental American. In our time of increased acrimony, he urged us to embrace our better angels and return to a politics of civil discourse—where your political beliefs were just an aspect of who you are, not an indictment of your existence. He wore his maverick moniker well in the Senate, at times shirking the barriers of party lines in his quest for a better America for all.
Few people could endure what Senator John McCain did and emerge with even a fraction of his grace. Famously refusing an early release from a Hanoi prison camp until his comrades who were captured before him were released, McCain would spend five-and-a-half years as a captive in North Vietnam.
His experience shaped his appreciation and understanding of the possibilities of America, and urged him to a path of public service. McCain would spend the next four decades in the United States Congress and Senate, culminating in a Republican presidential nomination in 2008. An election he would lose to Barack Obama, John McCain’s famous humility and decorum would not give way to resentment and bitterness.
In his courageous concession speech, McCain stated: “A century ago, President Theodore Roosevelt’s invitation of Booker T. Washington to visit — to dine at the White House — was taken as an outrage in many quarters. America today is a world away from the cruel and prideful bigotry of that time. There is no better evidence of this than the election of an African American to the presidency of the United States. Let there be no reason now for any American to fail to cherish their citizenship in this, the greatest nation on Earth.”
“Senator Obama has achieved a great thing for himself and for his country.”
The politics of 2008 seem eons away from those of 2018. Senator John McCain represented the goodness of our country, and in the wake of his passing, we should remember a man who put the right thing over the expedient thing. We need more leaders like John McCain.