5 simple steps to Google Hangouts on air!

Google+ Hangouts On Air is a Google+ feature that lets you live broadcast your Hangout to an unlimited audience. When you use Hangouts On Air, the tool automatically becomes a draft recorded video in your YouTube account so you can edit, publish and share your Hangout with everyone. So, your previous Hangout sessions can become a library of useful video presentations, depending on how you use your Hangouts. With Hangouts On Air, you don’t have to lose the content that was created during a Hangout – so you can repurpose it and get more life out of it.

1 ) Log into your Google+ account, and click on the Hangout button at the right.

2) Give your Hangout a name, and invite a circle of people to join you.

3) Click on the Enable Hangouts On Air box, and you will see a pop-up notification to let you know the hangout session will be streamed on Google+ and YouTube.

4) You’ll need to agree to Google’s terms of service during the first Hangout only. Consider any legal implications if you are using this on behalf of your employer.

5) Click the red Start Broadcast button, and then view the last message from Google reminding you that your video content will be public. Then, you’re on air!

Once your Hangout is over, it may take up to an hour before the video appears in your YouTube account. Once it’s ready, you can go into your YouTube Video Manager to edit the video as you’d like.

It may take a couple of sessions before you get used to it. Just keep practicing and experimenting and before long it will become second nature

 

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Redmoor guide to Twitter and health

Twitter is a great site for learning and sharing information about health. It is a micro-blogging site which limits your posts to 140 characters. This allows people to share a lot of information in a short space of time. This can be in the form of comments on issues or sharing of links to news stories, research and blogs etc.

We always advise people to approach Twitter as though you are at a party or a conference. You wouldn’t simply repeat what other people were saying parrot fashion all the time or just talk about yourself. Vary your content, by all means share other peoples’ tweets but add some of your own opinions – people following you are interested in what you have to say.

  1. 1.    Setting up your account

Go to Twitter to get started. Enter your name, email, and a password. Click Sign up.

You will now be taken to a second screen where you can select a username. This is the name by which you will be known on Twitter. We advise to use a name which can help people find you. The more obscure the name the more difficult it will be for someone to find your account. Remember to click the authorization link that you would have been sent to the email address you provided.

Now click on the Create my account button. That’s all there is to it. Twitter will suggest people for you to follow but you should do your own searches. When you find someone you would like to follow see who they are following and follow them – it makes the job of finding people easier!

  1. 2.    Building up your profile

You will need to add a photograph of yourself (max 700k) to help people identify you and then complete the other bits of information such as the area you live and work. You will also need to complete a short bio of yourself – this is what people will read to decide whether to follow you so try and keep it short and snappy (no more than 160 characters). You can also include a url to your blog if you have one.

You will be given the option of protecting your tweets. Some people opt for this but in my view it contradicts what Twitter is about which is a platform to share ideas and information.


 

  1. 3.    Twitter explained

There are some basic commands associated with Twitter which don’t take long to learn. These are as follows:

  • Tweets – these are the messages you post. They are limited to 140 characters and might be something original or someone else’s tweet that you have chosen to repost (retweet)
  • Retweets – When you retweet someone else’s message the letters RT appear before the message with the id of the person who posted the original tweet.
  • Replies

These are other peoples’ tweets that have mentioned you. They tell you that a person has either replied to something you have tweeted or retweeted something you have posted. Alternatively they may simply be a message from someone that they did not mind being public.

  • Direct messages

These are private messages you have with another person. They are not public but you need to exercise caution on what you post. Do not include anything you would be unhappy being made public as the message could easily be copied through the print screen option on your keyboard. We tend to use these for conversations we might be having with someone that we think our followers would not be interested in.

  • Hash tags.

These are the # symbol attached to a phrase or letters etc. The hashtag is simply a book mark which allows people interested in the hashtag term to access tweets from likeminded people who they might not be following. For example if you save the term #nhs you will be able to keep abreast of any tweets people have posted using the term #nhs even if you are not following them. You will find some of these terms are then used to form hashtag discussions. For example #nhssm which takes place for an hour one evening in the week. You can either take part during the discussion or if you don’t get the chance you can save the term and then look for yourself what was discussed later. Hashtags offer an interesting way of watching live commentary for programmes such as #panorama or #BBCQT. If enough people use the same hashtag it will begin to trend and Twitter will show you which hashtags are trending worldwide, in the UK or by city. If there is a disaster somewhere you will see it on Twitter first because it will trend very quickly. 

4.    Mobile devices and third party applications

If you have a smart phone or tablet then Twitter comes into its own as you are not tied to a laptop and can dip into it at your own leisure. If you wish to use a mobile version of Twitter for your phone or tablet then we advise you download the Echofon app or Hootsuite app but this is a personal decision and you may find one of the many alternatives more suitable.

If you are using a laptop then we advise that you download Tweetdeck www.tweetdeck.com as this sorts your twitter into visually friendly columns making it easier to monitor your twitter feeds as well as searching. 

5.    Some people to follow

Who you follow is personal to you and will depend on what you wish to use twitter for. It may be that you wish to use it socially and not mix it with work. If that is the case then you will want to follow people you know or have an interest in. You may instead wish to use twitter entirely for work or in fact as many people do, mix a bit of both. We have therefore tried to include a mixture of both below:

@hsjeditor @bbcnews @drphilhammond @profchrisham @NHSE_Dean
@bwddph @demos @Stephen_P_Dunn @BarackObama @DeptHealthPress
@jrf_uk @BBCAllegra @Jeremy_Hunt @LisaSaysThis @lord_sugar
@campbellclaret @tkelsey1 @nytimeshealth @GabrielScally @helenbevan
@nhssm @ProfSteveField @Dr_Raj_Patel @LordPhilofBrum @SteveJFord
@BenClover @janedreaper @NickGolding @SocietyGuardian @clarercgp
@benatipsosmori @patrickjbutler @andyburnhammp @FarrarMike @RoyLilley
@BBCBreaking @samjlister @martinmckee @janetath @ADPHUK
@hee_ian @DoctorChristian @PHTwitJC @StuartBerry1 @Johnrashton47
@CDC_DrFenton @northwestPHO @margaret_iff @DanDrillsma @KateAlvanley
@HackneyAbbott @pash22 @BBCr4today @patientopinion @AlisonGiles2

 

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Social media and job hunting

It never ceases to amaze me when I talk to fellow business leaders and they trot out the usual line that those coming out of school do not possess the skills for business yet those same businesses will pay vast sums of money to agencies to build their social media portfolio.

The difficulty is that many young people are social media savvy but these skills are not being used in a work sense but instead socially. As the jobs market becomes more competitive those who manage to refine their skills will gain an edge over fellow applicants. If you find yourself out of work or are seeking a new challenge here are a few tips to using social media to get the job you are after.

  1. Set your personal social media strategy. Which organisations do you want to target and which are the best channels to help you do this?
  2. Build up your digital footprint. This is important as employers will often run a search on applicants so make sure there is nothing you wouldn’t be happy your mother seeing! Also, don’t claim to be something you are not. If you are claiming to be an expert in multi-channel communications as an employer I would expect your portfolio to reflect that.
  3. Make sure channels like LinkedIn are up to date and make use of new up and coming professional sites such as Revl. Also make sure your social channels are a little more professional or at least ensure your privacy settings are secure.
  4. Use sites such as Twitter and Pinterest to expand your networks and keep them updated. You don’t need to go crazy but make sure you have a presence and it all matches the image you want to create through your strategy. Ideally choose one channel such as Twitter to focus most of your energy and time as these are
  5. Consider starting a blog. You will be surprised how interesting blogs can be. The are ideal for showing you have an understanding of topics and are very easy to share. It will also boost your online profile. Sites like Tumblr make this really easy to do.

And finally…

Use social media to do some research before you are interviewed. There is nothing more embarrassing than an applicant who has not done their research when asked about matters affecting the company. There is no reason for this to happen given the ability for social media to give you access to huge amounts of information relating to companies.

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The future is mobile

 

 

This is a great video  produced by Swedish Agency TAT which gives you a glimpse into 2014 and how we will be able to live our lives thanks to mobile technology. If you don’t think this is possible, think back to five years ago and what your phone could do for you then.

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5 tips for a successful Facebook page

Social media has transformed the way organizations interact with their customers. Gone are the days of face to face or telephone only exchanges. People expect more from an organisation. This video produced in partnership with UCLAN gives a great insight into what people expect from an organisation when it comes to social media.

This doesn’t come without challenges. The very essence of social media is that it is two-way. In other words expect questions or criticism that require responses. Similarly expect suggestions that may improve the services you provide.

Facebook offers great opportunities to transform how you interact with your customers but it requires careful planning otherwise your page will sit there dormant. This not only presents a lost opportunity but can damage your reputation in the same way an out of date website would.

With this in mind we’re offering five tips to wow your customers through Facebook.

1. Size matters

Resist the temptation to leave lengthy posts. It is generally felt that any posts over 250 characters will begin to turn off the very people you are trying to attract. Keep it snappy and to the point.

2. Be visual

If you have some great photos or videos which show what your organisation is about then use them. There is nothing more dull than a Facebook site dominated by text. Posting links to sites such as You Tube are easy to do and can have a massive impact on how people view your page.

3. Keep it two-way

Please don’t use Facebook to post out news with no attempt to respond to comments that may be made. It is not all about news. Perhaps visit other Facebook sites that discuss common issues and post comments. This will help drive traffic to your page. Most importantly though make sure you respond. If you can’t do this the same day make it clear on your bio how regularly you access the page.

4. Be relevant

Try and relate your posts to something new your organisation is doing or perhaps an issue that is taking place nationally. In other words show your fans you know what you are doing and that your organisation is relevant to something that is being discussed. For example, if you are a nursery provider and there is some national research showing the benefits of pre-school learning share that data and explain why your nursery is the best and how it benefits children who attend.

5. Use your site for PR

Rather than simply posting links to press releases why not use your Facebook page to launch things. If people think they may benefit from a new product line or some discounts by visiting your page they will ‘like’ you in order to keep abreast of these opportunities. People like to feel they have got a good deal from something so use Facebook to convince them of this.

 

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10 quick steps to developing a social media strategy

At one of our social media bootcamps recently for health staff a fab discussion took place around developing a social media strategy for your organisation. Concerns were expressed that too many organisations obsess about the platforms without thinking about what they are actually trying to achieve in the first place. To help steer you through this we’ve suggested 10 quick steps to creating a social media strategy which you might find helpful:

  1. Outline objectives – what are your goals?
  2. What is your key audience? Who are they?
  3. Listen – where are you customers? Where do they talk to each other and who are their influencers?
  4. Channel audit – find out what people are saying about your organisation on social media and where they are talking about you.
  5. Keep focused – You can’t be everywhere so make sure you focus on the most important discussions and platforms
  6. Keep on message – what is your organisation’s narrative and what messages have you developed to help communicate this? When you have your messages agreed make sure you use them on your social media platforms.
  7. Integration – make sure your social media platforms operate as hubs each one linking with the other and ultimately driving traffic to your website.
  8. Logistics – who is going to manage your sites? Have they been trained?
  9. Performance management – how will you measure the success of your social media activity? Set clear and realistic targets.
  10. 10. Don’t give up – a developed social media profile will not happen overnight. It can take months/years to grow and develop. Do not let this deter you, remember Rome wasn’t built in a day!
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Dealing with negative comments on social media

How do we deal with negative comments on social media? This is a common question that comes up during our bootcamps from all sorts of organisations large or small. The approach remains the same, no matter what size you are. Here are some tips:

  • Don’t delete the comments unless they are offensive or illegal. Negative conversations are the part of social media, avoiding or deleting these conversation will only worsen the situation. If the comment is genuine then try and find out why they think the way they do. You may not be able to turn them into a positive but just acknowledging their grievance will often stop the situation from worsening. Simply deleting the comment will only confirm any prejudices the person may or may not have. Plus if anyone else notices you have done it they are likely to assume the person is right thus damaging your reputation.
  • Acknowledge the feedback with a quick and prompt reply. Delay in acknowledging the feedback  may be taken as a lack of interest in the complaint or in the views of your customers/service users.
  • Don’t get involved in a public row. If you rise to the bait and start snapping back it not only runs the risk of exacerbating the situation but also makes you appear unprofessional. Instead suggest they take their complaint through your official complaints procedures or have the conversation privately via email or direct messages.
  • Thank them for taking the time to feedback. It may stick in your throat to do this but believe me when I say it will help diffuse the situation. Furthermore, if the person continues with their negativity despite you being polite any other people watching the conversation will find them unreasonable.
  • Track the complaint. If you manage to refer the complaint through your customer service process try and track its progress. When the complaints process is complete it would be a powerful epitome of how seriously you take customer service if the person realises you are keeping a watchful eye on their complaint.

Negative comments might make your blood boil but more often than not simply acknowledging the person will be enough to tone down their anger. Many simply want a platform to vent their spleen and social media offers them this. If managed well an organisation can turn a negative into a positive by reassuring customers that you take the issue of customer service seriously. The best organisations understand this and in many instances will turn a negative customer into a brand ambassador.

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Social media strategy on one side of A4

At one of our recent social media workshops we ran a short exercise to encourage delegates to create a social media strategy for their organisation on one side of A4.  It’s a great way to concentrate your mind on why you are using social media so give it a try.

What are you after?

  • Sales?
  • Client leads?
  • National profile?
  • Access to funding?
  • Thought leadership?
  • Community engagement?

Can you condense your social media mission down to one sentence?

For example:

  • ‘bring my customers closer to my organisation’.
  • ‘Position my organisation as a leader in my field’
  • ‘Open up new and untried markets for my social enterprise’

How are you going to measure if it’s working?

  • Number of likes, followers etc?
  • Amount of traffic to your website?
  • Amount of national/regional media coverage?
  • Successful funding bids?

 Who is part of your social media team?

  •  All staff?
  • Dedicated staff?
  • You?

 How will your customers benefit?

  •  Better access to your organisation?
  • Employment opportunities?
  • Access to products/opportunities provided by your social enterprise

 

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Join the Twitter party

During our social media masterclasses we’re often asked for some simple tips that can help social enterprises use Twitter effectively. You can of course research plenty of tips on the internet from sites like Mashable but the simplest analogy I have come across is to imagine your Twitter network is a party. If you act the way you would in a party you’ll be fine. So here goes:

1)     It’s not about me. If you walked into the party and began talking about yourself what would happen? In short, people would get annoyed and try and avoid you. The same applies with Twitter.

2)     Don’t be a robot. If you simply repeated everything other people were saying you’d get a similar response from other guests so don’t spend all of your time on twitter retweeting links.

3)     Behave. Abusive, offensive guests would be asked to leave the party. Twitter’s response is simple – they stop following you or block you.

4)     No del boys please. Over zealous salespeople would be an instant turn off at any party. Twitter can offer some great opportunities to make business leads but keep it in moderation. Over selling will be treated the same as spam.

5)     Interact. If you sat in the corner and just watched the other party guests you would unnerve them. Of course when you are getting started with Twitter it is good to get the hang of things by watching what others are doing but there comes a point when someone will look at your tweet history and think it odd that you’ve hardly said anything.

With you avoiding the above you should be able to make the most of your Twitter use and maximise the benefits it brings. Get involved in discussions, enrich the debates that take place and most importantly enjoy it.

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Fed Ex showing the right approach to managing a crisis

The recent video of a Fed Ex employee casually tossing a PC monitor over a fence unaware of the fact he was being filmed offers both a lesson in how quickly a reputation threat can go viral but also how a modern organisation should deal with such matters. There have been plenty of past examples of organisations either burying their head in the sand or simply denying there is a problem when the world knows otherwise. The growth of social media and the ability of ordinary folk to post and comment on pictures of what they see makes it impossible to avoid the issue and hope it will go away.

The response of Fed Ex has been first rate both in the way they have used social media to respond but also the speed with which they responded. This doesn’t surprise me. I had recent contact with them via Twitter after I posted a complaint about the erratic driving of one of their delivery guys. Not only were they scanning mentions on Twitter but their response was immediate and helpful.

In view of this, I thought I’d offer a few helpful tips on how to manage a crisis which have been gathered through experience of working in politics, local government and the NHS:

1. Ensure you have all the facts at hand before you comment

The worst thing you can do is release misleading information. Not only can this cause heartbreak or false hope for families of victims or anxiety for customers it can lead to the impression that your organisation does not know what it is doing. Regardless of the pressure from the 24/7 media to comment, make sure when you do it is accurate. This can be difficult during an unexpected crisis but important nevertheless.

2. Never say ‘no comment’

Avoid the temptation to do this. It is one of those phrases that suggests to the person asking the question that you are being evasive. If you really can’t say anything them create a much more suitable holding statement rather than churning out the old ‘no comment’. It is impersonal and should be avoided.

 3. If your organisation is at fault take responsibility

 There is nothing worse to see than a company executive trying to wriggle out of responsibility for something that has happened. This doesn’t mean that you accept full responsibility but it is better to interject shared concern about a situation in any messages. The public will respond much better to this. I remember an example of an incident where a child died at a theme park and rather than express sorrow for the family and promise a full and thorough investigation, the owner simply reiterated the theme park had recently passed the most thorough of inspections.

 4. Never under-estimate the power of social media

If your organisation has made a mistake which is being reported widely the chances are people are commenting on this across social media sites. Hopefully, your organisation will have already developed a social media strategy enabling it to monitor and respond to these comments.

 5. Control your messaging

Along with gathering the correct facts the tight control of your messages is important. You need to identify those people who will speak to the media and brief them accordingly. You will also have to ensure no other staff speak to the media if approached and that the information you post on your website or social media sites carries the same message.

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