November 18, 2010

eModeration has launched a Facebook management service for brands

eModeration has launched a Facebook management service for brands using the social network as part of their marketing campaigns.

A presence on Facebook is becoming a must-have for any consumer-facing brand, and can result in excellent user engagement, providing a direct medium for marketing messages and customer service and an opportunity for viral growth of brand loyalty.  But as Facebook campaigns become more commonplace and sophisticated, brands are increasingly aware of the need to manage the community within Facebook so that users are engaged, and of moderating content in order to keep users safe from spam or inappropriate content.

eModeration’s modular Facebook management service includes:  

Consultation. This includes: advice on how to set up a Facebook page; procedures for dealing with unofficial pages; writing the terms of use and moderation guidelines; preparation of escalation workflows; and a recommended moderation schedule.

Community Management. eModeration offers multilingual community management as an extension of the brand’s in-house team. A team of community management experts host, engage with and manage the community, creating a welcoming environment and working within clear brand guidelines to ensure consistent messaging and tone of voice.

eModeration offers two levels of  community management for Facebook:
  • Level 1 - Engagement management Content posting, reporting, member engagement and response, invisible moderation, forwarding queries and complaints
  • Level 2 -  Strategic and editorial management  Ongoing strategic input, seeding and reaching out to other communities, content creation and posting, reporting, visible facilitation, member engagement and response, answering or forwarding queries and complaints as the brand representative.

Moderation. Dedicated, experienced moderators provide 24/7 stand-alone multilingual moderation, both of page walls and user-generated content coming into the page via third party apps. Moderation staff are matched to each project by their interests and passions, so that they understand the brand’s fanbase and can speak their language. 

Moderation is delivered using a combination of technology-based moderation tools and human moderation. eModeration has used its expertise to assist some the foremost Facebook  management tools to help them develop their products and will recommend the most appropriate one in each case.

eModeration has run moderation and community management campaigns for brands and their agencies, including: MTV, Hyundai, Smirnoff, ITV, LG Electronics, Saatchi & Saatchi, AKQA, Publicis Modem, and Wieden & Kennedy. For examples of campaigns, take a look at our clients and project section.

For more information on eModeration’s Facebook service, see our website.  For information on managing and moderating communities, see eModeration series of digital publications.

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November 15, 2010

Branded Online Communities show significant progress in integration of Social tools

Social Engagement firm ComBlu released its latest study in the effectiveness of Online Branded Communities last week, which investigated 78 brands and 241 communities in order to examine best practice implementation on the part of major brands.

Through a thorough assessment of the brands’ social media channels, customer experiences and customer engagement strategies, ComBlu’s study shows a significant uptake in a strategic approach to online engagement and the application of best practices in online community building.

Kathy Baughman, a principal at ComBlu, stated: “The good news is that social marketing is growing up and more brands are adopting best practices in social engagement.”

While some of the brands included in the study are creating communities focussing on the three core pillars identified by ComBlu, namely Feedback, Advocacy and Support communities, the vast majority focus predominantly on Advocacy. This seems to suggest social media tools are being deployed as an extension to marketing strategy, raising questions as to whether these communities can be sustained beyond the marketing campaign’s lifecycle, or indeed whether they merely provide sharing tools and little interactivity between community members.

Unsurprisingly, brands that focussed on Support communities feature amongst the highest scoring in ComBlu’s chart, implementing best practice consistently and thereby unlocking the true power and benefit of fostering engaged online communities.

Katie Baughman confirms this: “While community activity levels increased significantly, especially among the high performers, most brands are still missing big opportunities to deliver more engaging customer experiences.”

“If activated properly, community members become the face and voice of the customer — and ultimately of the brand — across the social cloud.”

Some of the highest scoring communities were those run by EA Sports, Hewlett-Packard and The Discovery Channel, and eModeration client ESPN is included in the list of runners up. Of 12 industries covered, the highest scoring are Gaming, Entertainment, and Technology.

Amongst the highlights of community management best practices being implemented were the presence of welcome messages in 50% of the communities analysed, and connections to offline events being applied by 20% of the community’s management.

Other insights are both positive and negative:

The percentage of brands exhibiting a Cohesive Strategy jumped from 20% in 2009 to 33%, and the number of companies that qualified as High Performers increased from 11% to 33%.

Integration between branded online communities and mass social media increased from 32% to 76%, in a year which saw phenomenal Facebook Connect growth.


In 2009, under a third of communities studied were integrated with Facebook, Twitter, or other social sites. By 2010, the proportion had more than doubled to 68%.


Brands are generally being successful in delivering diverse engagement activities and are personalizing their community experience, which increases engagement and loyalty.


Despite an increase to 51%, which is partly positive, just under half of brands still don't have a visible community manager.


Fewer than 40 percent of the communities that ComBlu analysed have any rewards or recognition programs, such as the use of badging in social sites such as Foursquare.


About half the brands analysed are in the experimental phase, showing little progression since the 2009 report.


The full report can be downloaded from ComBlu’s site:
The state of Online Branded Communities 2010

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November 14, 2010

Beatbullying's Big March starts!


Leading bullying prevention charity Beatbullying is joining forces with other leading children's organisations as well as private sector companies, brands, media and celebrities to hold the world’s first ever virtual march on www.beatbullying.org/bigmarch.

The Big March will be a digital first - a truly groundbreaking collaborative campaign hosted entirely online and culminating at No. 10 where marchers will sign a petition asking Government for help to protect kids from bullying, violence and harassment.

Marking the launch of Anti-Bullying Week 2010, taking place this year from Monday 15th November, The Big March will see thousands of avatars of children, parents, teachers and celebrities march across computer screens via partner websites to take a stand against bullying, with tens of thousands of parents, kids, teachers and adults expected to participate.

At exactly 8am on Monday, November 15th, The Big March begins on Beatbullying's website and will be spotlighted on YouTube's homepage. Supported by over 750,000 people, The Big March will cross 60 websites, including MTV, JLS, MSN, Action for Children, Stardoll, Children England, Netmums, AOL, Orange, and Girlguiding UK. Celebrities and opinion formers as diverse as Beatbullying ambassador Aston Merrygold, Freddie Flintoff, Sir Michael Parkinson, CyberMentors president Professor Tanya Byron, Children’s Commissioner Maggie Atkinson and top girl band The Saturdays have joined the ranks of corporates and brands to sign the petition to end bullying.   The march will be headed up by


Archbishop Desmond Tutu, who said of the campaign:

"Recent Beatbullying statistics show that more than 50% of young people don't feel safe at school, with 17% saying they would consider carrying a weapon to protect themselves.

"These figures are just too high. Children must be protected from all harm. School is a place of learning, a place parents send their children, a place that should be free from fear but still, in today's society, children are being harassed and abused by their peers.

"It is unacceptable. It is so important that adults and children sign up to support Beatbullying's Big March and ask for more to be done. It is such an innovative campaign that really has captured the nation's heart and I hope that people will stand up and take notice.

"Over 80% of young people think that bullying should be a crime, it certainly affects them severely, and so it is time for the world to think about new and improved ways to protect the future generations of tomorrow".

Together, all the organisations involved are raising a voice to ask our Government to protect our children from bullying, harassment and intimidation by their peers.


You can follow the route on Beatbullying's website, and if you would like to make a donation to Beatbullying, please click here.

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November 12, 2010

Giddy Social Whirl: News Bytes

Once again, we present a bespoke selection of newsy fripperies which you may have missed on account of that other stuff you were doing.


On Wednesday, Twitter media wonk
Robin Sloan told a TV industry conference that the site is shaping the way that we view TV. He described Watching With Twitter as a kind of ‘3-D TV’ – and if you’ve ever spent a happy hour glued to the Apprentice while your laptop fries your tackle, you’ll know exactly what he means.

If you are one who enjoys the occasional dip into mainstream TV, but cannot bear to watch without bellowing a constant stream of snide asides, heavy irony and general smartarsery, then Twitter is certainly your friend.

There is no pleasure so gorgeous as a guilty one, and there is no guilty pleasure which is not enhanced by the doing of it in the company of likeminded souls. In this sense, Twitter is nothing less than a gigantic Mexican stand-off of shared guilt. We’re all in it together.

Granted, viewing TV through the medium of Twitter does little to cement real life domestic bonds. My beloved sits on the chilly end of the sofa, arms crossed - you know the posture, and what it signifies. My children’s background plaints for food or interaction are muffled by the insistent, pulsing beat of the hivemind.

But gawd, it’s fantastic. You can be with other people, communicating comfortably and casually, like a giant Royle Family – yet individually, physically, they are miraculously absent.

Twitter will not drop crumbs or chatter on through crucial bits of dialogue. With Twitter, you have agency. You can quickly scan your stream for those tweets which enhance your viewing pleasure – but can silence them instantly if something kicks off on-screen, by the simple trick of Looking Up. Your epigrams on the advisability of interrupting Alan ‘Lord’ Sugar occasionally elicit a satisfying "LOL :-)" – and if they more often elicit a series of dismissive grunts, no matter! You can’t hear them, or see them, because they haven’t invented a grunt emoticon yet!

In The Future, I will watch television inside a soundproof box, big enough to contain me, my reclining Parker-Knoll, and Twitter. During the summer months, I will switch to one of these lovely things, enlarged and customized to contain both my head and the tv, and to filter out the frequencies at which real-life children whine, and adults breathe noisily.


If you don’t follow the admirable David McCandless, the brainiac digital aesthete behind the Information is Beautiful book and site, then please consider doing so immediately.

McCandless’s elegant visualisations of the reams of data which fall out of social media’s back end offer a flash of insight into the intricacies of modern life. This week, for example, his analysis of Facebook updates revealed the points in the year when your relationship is most likely to crumble to dust.

According to McCandless’ research, springtime is a flashpoint for dumpery –out with the old, in with the new and all that – as is the summer holiday season, which can clearly offer too much of a good thing.

But wait! There is a further spike two weeks before Christmas - after which point, presumably, the benefits of being free (free!) are outweighed by the social opprobrium likely to be heaped upon the kind of person who cuts their mate loose at Christmas, forchrissakes.

People, we are now mid-November. That spike is getting closer. Keep your wits about you - and for goodness’ sake smile, and pucker up.


You’ve got to hand it to Google
, they are masters of that iron fist/velvet glove thing.

The company is famously generous towards its employees – indeed, it’s common knowledge that their HQ is basically a scaled-up version of Willy Wonka’s Chocolate Factory, the centrepiece of which is an enormous river of melted Hershey bars upon whose creamy tide float nap-time pods made of giant Kinder Egg containers, stuffed with super-sized marshmallows.

On the far shore, little orange folks gather, ready to pick up your dry-cleaning (as you can imagine, there are frequent sticky mishaps), or to fetch you a wheatgrass shake drawn from the Fountain of Eternal Youth, if you’re feeling liverish.

But, as with Wonka, so with Google: things can turn pretty ugly if you insist on taking the mick.

This year – despite mucho belt-tightening across other companies and industries – Google has promised its employees a tidy 10% rise on top of their already munificent salary-and-stock packages. That’s before merit increases, and also before a holiday bonus of one thousand of their US dollars, tax-paid.

"We want to make sure that you feel rewarded for your hard work, and we want to continue to attract the best people”, the company purred in an internal memo.

Now, there’s nothing more irresistible to those of us whose life-cushions aren’t quite so well-plumped than the sweet self-loathing generated by the good fortune of others. So of course BusinessInsider.com leapt at the chance to publish the memo - marked confidential in CAPS and offered them by a Google employee – which announced the company’s largesse.

What motivated the insider to leak the memo is less clear - as is the means by which Google’s enforcers identified the mole.

But ferret him out they did, and yesterday the company announced to its staff that the employee in question had been terminated. This isn’t quite as extreme an overreaction as first it sounds to British ears, but still – a swift and brutal excision, and one which will have left those remaining with a sharper sense of their own dispensability than previously.

Still, they have their 10%. Alas, the unhappy blabbermouth lost all. It is small consolation, I imagine, that he or she was not sucked into a small pipe like the corpulent Augustus Gloop. Or juiced, like poor Violet Beauregarde, the blueberry girl.


I have been contemplating Stephen Fry’s uncharacteristically clumsy media presence, and pondering the difficulties of being upset on Twitter.

In case you weren't concentrating, the usually sure-footed Fry caused a bit of a hoo-hah by making certain assertions about why we ladies do the, um, do. Claims which, for reasons too numerous to mention, he wasn’t able to substantiate.

He got a bit of stick, both in the press and on Twitter, and threatened, not for the first time, to leave the social network.

Now, regardless of how you stand on the original issue - and as you can imagine I stand with my arms firmly crossed, an expression of sour distaste playing about my lips – it is interesting to note that the Twittersphere did not respond well to the threat of being flounced upon. And truthfully, it was a rather odd thing to threaten, given that the original kerfuffle was generated in the mainstream media and didn’t have much to do with Twitter at all.

But it raises the question – what to do when social media all becomes too much?

Though it differs markedly from it in many respects, in this Twitter matches real life: in the event of a bit of upset, it is almost always wiser to slip quietly away, dignity intact, than to flounce out, slamming the door behind you. Your scarf or tie is certain to get caught in the jamb, causing a comical whiplash effect which will undermine the power of your argument. Or, as you pointedly turn your back, you will reveal the crumpled tail of loo-paper which you have humiliatingly tucked into your kecks.

Then, when you realise you have left your keys and your coat back at the party, you will be forced to slink back in with your loo-paper tail between your legs (yes; I have lost control of this metaphor) and sit down quietly in the corner, while everyone politely ignores your hiccup-y sobs.

Far better to slip away, quietly shutting the door behind you. Then, by the time people are beginning to wonder where you are, you will have realised that it’s not the end of the world, reapplied your lippy, practiced your happy face and will be ready to face the music once more. No-one need be any the wiser.

Finally, it is Friday. Kick back, relax, and savour the moment with a delicious cocktail of possibly-NSFW autocorrect fails. And what better way to begin than in the company of Anthony from Wendy’s.


A bientôt, mes amis!

For more social media snippets, follow @emodkate - or for more general twittery, @KateVWilliams.


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November 5, 2010

Giddy Social Whirl: MySpace's Credibility [...]


Each week, Kate Williams looks social media up and down and tells it what for. This week, her beady eye is ALL about MySpace.

Gather close, my dears, and clutch your loved ones to your breast. If you needed a reminder that time is fleeting, and that all things must fade, wither, and die, then look no further than MySpace.

The once-glittering social bauble, bought by Rupert “Mister” Murdoch in 2005 for the then-and-now eye-watering sum of $580m, is today the Miss Haversham of social networks - daily patting another layer of rouge to her withering cheeks, even as her bridal garments turn to paper, and thence, to dust.

(If you are one who does not enjoy your social media snippets slathered with hyperbole and unlikely metaphor – there is still time to leave.)

Yes, it’s that time of the week, when the latest MySpace announcement signals yet another faltering step down the ladder of success for the erstwhile social climber.

Hard to believe, my dear ones, but before Facebook became the de facto chatelaine of much of the world’s social life; when Twitter was still toddling under Nanny’s care, not yet in control of its bowels; MySpace was striding the social landscape as if to the manor born.

It was the first, when being the first seemed to bestow a privileged inheritance. But, as the Wilde chap once said, "There is nothing more dangerous than being modern; one is apt to grow old-fashioned quite suddenly." Social mores shift and change, and now Comscore tells us that MySpace boasts a paltry 90 million active users; mere pins when compared with Facebook’s 54% leap to a mighty 598 million, and an 18% crash year-on-year. In the UK, stats are down 35% in 12 months, to a buttock-clenching 2.7 million users.

Something must be done – but what? I’ve got it! Once, of all the young dudes, MySpace was the dudiest - so let’s focus on youth, and ‘social entertainment’; specifically, on music and bands! We’ll do instant cross-posting to the ‘Book and to Twitter, and we’ll de-frag our notoriously ad-scattered pages. And I’ve got a spunky new logo in mind, in which the word ‘space’ is replaced by… an actual space! That’s how on it I am.



And so, after multiple high-fives, it came to pass. The redesign is cleaner, more streamlined, and, apart from a ‘Booky-likey real-time feed, is accompanied by a strategic shift: no more competing with Facebook. Impossible now to be queen of that scene.

"This is way more than a redesign," gushes CEO Mike Jones, according to The Guardian. "This is a new strategic focus for the business… News Corp made a big commitment in allowing us to go down this path and follow this strategy."

All sounds lovely, doesn’t it, and you know - it nearly is. The problem – and this is entirely entre nous deux – is that it feels uni-directional. As though a corporate broadcaster shouted some content at you, then demanded the email addresses of your widest social circle. It doesn’t – whisper it – feel like a game-changer, which at this stage is MySpace’s only hope. In any case, while a spinky-spank music site might be just what the young guns need, they’re not going to look to "Daddio" MySpace to provide it.

Brrr. I feel a chill in the air, don’t you? And didn’t our art-direction just go a bit pale-blue and monochrome? Oh look, it is Chase Carey, Chief Operating Officer of MySpace owners News International, issuing his rather chilling assessment of MySpace’s position.

“Our traffic numbers are still not going in the right direction and we have to stabilize that … this is something that we look to judge in quarters, not in years.” Mr Chase may, or may not, be wearing those sticky-out jodphur things, twirling a pointy moustache, and stroking a bull-whip – I can’t quite make it out.

So. If your week has not gone well, my friends, if the fun fairy has failed to scatter her glitter of late - just imagine the silent recrimination, the forced bonhomie in the MySpace canteen this week. There will be no Indian head-massages, no free quinoa-and-successberry shakes going down there for the next wee while, of that we can be sure.


A bientôt, mes amis!


For more social media snippets, follow @emodkate - or for more general twittery, @KateVWilliams.



Photograph: Myspace

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November 1, 2010

eModeration launches live events social media management package

It was a historic hour on the internet.  On October 14 2010, for one hour, MTV, BET and CMT presented "A Conversation with President Obama".   The President sat down with a group of young people - and the entire internet community - for a conversation about whatever was on their minds; a town hall discussion that allowed the leader to answer questions about the issues that mattered most to his young audience. 



eModeration, along with staff at MTV, moderated live questions and comments coming into Cover It Live tool, ranging from health care, unemployment rates, and immigration. 

2010 was a political groundbreaker in the UK also.  For the first time the country held televised Leadership Debates, during which viewers' reactions and questions were invited - and a finger placed squarely, for the first time, on the pulse of a nation as it reacted live to the candidates' performances. During ITV's Leadership Debates, eModeration worked within the editorial team at ITV, screening the comments and questions as they came in to reflect a fair and accurate balance of the nation's mood.



These are just two examples of how interaction with social media has become an intrinsic part of staging a live event. Obviously, it's not all about politics: we've worked on projects as diverse as X Factor, The FA Cup Final, MTV's Europe Music Awards and RadioShack's 'Netogether'.  With an increasing number of us watching TV with our laptop open, making the connection between the computer and live TV is becoming more and more important to broadcasters of all genres. Events organisers want to get crowd feedback and questions from the audience both within and outside the event.  Viewers want to ask questions of experts, express their views in real time, share their opinions with their fellow viewers.

It was in response to this increasing need for live event moderation and management that eModeration has now launched its live events social media package.  Using tools such as Cover it Live, Twitterfall, and Audioboo, our specialist live moderation teams can ensure that the content seen by your audience is appropriate, topical and timely.

If you'd like to know more about the consultation and hands-on expertise we can offer, visit our website to find out more, or email us at info@emoderation.com.

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