New Media Issues

Hi, everyone, Today I will share my last topic and the topic would be New Media Issues.

There are many issues in new media such as credibility issues, brand identity issues, campaign issues and security issues. However, today i will more focus on one of the credibility issues, which is Fact & Fiction.

One of the advantages of new media is given the ease of search, we can extend to multiple sources. However, some of the sources of information are not equate to the accuracy of the fact presented. Besides that, fiction also will be create by powerful image manipulation tools. It means that even photographs in new media also cannot trusted. Many malicious disinformation are exist in user-generated content such as Wiki.

Example of fact & fiction in new media :

On November 30, 2013, Paul Walker and his friend Roger Rodas died when their car crashed into a tree, However, the rumors just keep coming. A new report surfaced that is causing quite the uproar on Twitter, that Paul Walker faked his entire death, the accident was all set up, and that his girlfriend was in on it all. 

This is just getting sad, This is just getting sad. While the family of Paul Walker have been visibly and understandably broken up over the loss of their loved one,  Nosinfo.com has created a “hoax” report, claiming it was all a set up. These reports, which are extremely insensitive to the family and friends of the late actor who have been beside themselves, are causing quite the reaction from fans on Twitter. Several fans are very upset that some publications continue spreading such vicious lies... including Walker's younger brother, Cody Walker: "So disrespectful. This media is so cruel. Please let my brother Rest In Peace."

Since this is the last post, I would like to thanks people who visit and support my blog every week, have a nice day. Goodbye!

Crisis Communication

Hi everyone! Today i would use video to explain my topic of Crisis Communication. 

Hope you guys enjoy it :) Thank you

Step and Element of New Media Plan

Hi everyone, welcome to visit my blog again.
Today topic is about step and element of new media plan. 

Before started to plan a new media plan, a company must define target audience. For example, need to understand who they are- their age range, ethnicity, education level and etc. After that, you need to understand your target audiences' needs. This is because people access online information in different ways, at different times, and for different reason. The best way to figure out your target audiences' needs is ask them a few key questions such as "what could our organization do better or more of?". 

Once you know who your audiences are and what they need, you can started to plan your new media. There are few steps to make a successful new media plan.

Step 1: People

First of all, you have to define your target audience and what tools are they using. More familiar with your target audience, more easy you can deliver message to them and reach your target audience..

Step 2: Objective

Next step is to establish objective that you hope to achieve. Having your new media plan objective will help you to quickly react when new media are not meeting your expectation.

Step 3: Strategy

After have your new media plan objective, u must think about the strategy to achieve and reach your objective. If your new media plan is to increase the awareness of public toward your company, then your strategy might be hold an event to expose your company name and brand to public and let them know more about your company.

Step 4: Gantt chart

Prepare a gantt chart to illustrate the start and finish dates of the new media plan. Gantt chart can let you more clearly about the flow of the new media plan such as which day we post status to promote your company product on your company Facebook or which day and what time we hold an event.

Step 5: Evaluation

Evaluation is to know your new media plan working or not. It is an important part to defining clear measurement of success. One of the best ways to evaluate your success is ask your audience. For example, conduct online survey or focus group to get feedback and comment. 

That's all for today!
Thanks for visiting my blog again, Bye! 

Handling Online Feedback, Reviews and Dissatisafaction

Welcome to my blog again, today topic is about how a company properly engaged in online negative reviews, feedback, and dissatisfaction.

Most of the companies had receive some negative reviews, feedback and dissatisfaction. Having a bad reviews from customer will hurts your company reputation. Therefore, it is very crucial to handle online negative reviews, feedback and dissatisfaction. A good response will help you do two things. First, minimize the damage to your company reputation. Second, it can repair your relationship with the unhappy customer.


The proper ways to respond negative reviews such as:

•  Thank the guest by name
  
• Apologize for the guest's poor experience
  
• Highlight any changes you have made or intend to make
  
• Evaluate the need for follow up procedures

The real life example is Morganfield's reply the negative reviews from its customer. The customer complain the terrible services offered by Morganifield's. The story is about she have spend RM 150 & above in single receipt, so that she can get both free gifts, free tee shirt and limited edition CNY playing cards. However, Morganfield's didn't offered the free gifts before she ask for it. Somehow the manager explain to her that she can't get the limited edition playing  CNY cards because she didn't redeem it 5 minutes after the bill was closed. Therefore, she write a negative review of this incident in Morganfield's facebook.

But Morganfield's had done a proper response to this negative review. First, it got reply to the customer and thank the guest by name. Second, it had apologize that Morganfield's had offered the terrible service to make customer have poor experience. Then, Morganfield's hope the customer private message her phone number to Morganfield's, then they can get in touch with the customer to rectify the matter. I think Morganfields's had response the negative review with a good way in order to remain company reputation and customer's relationship.

That's all for today, Have a nice day, Bye

online spokesperson

Hello everyone, is me again. Today, the topic I would like to share about is online spokesperson. Before the content, i would briefly explain to you guys what is online spokesperson. 

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Online spokesperson is the person who give details gives detailed information about their qualifications to promote certain products or services. A online spokesperson might be a professionals, industry experts, and celebrities.

There are some criteria of good online spokesperson, such as

• Have a good image toward public such as courteous and faithful
• Enthusiastic and confident to what they are talking
• A good speaker with dynamic and articulate speaking
• Able to project a strong, positive image and linked to product and services
• Great knowledge on products and services to help customer solve their doubt and problem and able to answer quickly on the spot.
• Take responsible on what they're talking to public

I think the good online spokesperson in real life Dato' Lee Chong Wei. He is one of the world's top badminton players in Malaysia. He is the spokesperson that represent 100 Plus. As we known, 100 Plus is a energy drink selling in Malaysia. He is a good spokesperson because his image are acceptable by public and his career is link with the product. Therefore, people will  started use 100 Plus because they think it is a good energy drink had been proved by Dato' Lee Chong Wei.

The topic will end here. Stay tune for my next topic on next week.
Thank you so much :D

Social Media Policies

Hi everyone, a new blog post would be update again in today.and the topic I would like to discuss is social media policies.

It is very important of having social media response policies for every organization. This is because every content of your post will immediately influence your company image and reputation. Therefore, a organization should set up a social media policies for their employee to avoid any action will arouse quarrel from customer. In business, customer satisfaction always the important part to run your business. I will list down some example of social media policies in Adidas at below :

• Every employee involve in social media response should have great knowledge about the information of organization. Thus, they can solve any queries from customer on social media.
  E.g : Employee of Adidas have been train to be familiar to their organization and they must have great knowledge about their organization. Therefore, they can help to solve customer queries and problem of product and service.
  
  
• Employee shouldn't ever try to delete post of customer. This is because every feedback from customer can help to improve product and service. Besides, it also show disrespect to the customer.
  E.g : Employee of Adidas never delete any post of customer and always appreciate their feedback and comment.

• Employee should be professional on reply customer comment. For example, be polite and have good attitude toward customer, use formal language instead of causal language. Do not use any fault language and rude to your customer because it will ruined your organization reputation.
  E.g : All Adidas' employee reply customer in formal way, they use formal language instead of casual language. Besides that, they should never use fault language to reply customer.
  

• Last but not least, employee must not allow to disclose content pertaining to sensitive company information.
  E.g ：Adidas have a social media policy about employee are prohibited in divulging information like the company's design plants, internal operations and legal matters .

That's all for today, see you in next week, Bye

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