Turn Marketing Negatives into Positives

p00spsw7

Stuff happens. We can’t control it, and even when everything has been planned out, things will still go wrong at times. And we can use these situations to our advantage.

Negative Comments

People will have negative things to say from time to time, whether it be because a student got a parking ticket, or a student wanted to give feedback about programs at the university, you will hear opinions. Turn these negative comments into positive ones by helping your audience members understand things and fix situations.

A student who feels they’re not represented well on campus provides the chance to set that student up with a meeting with the president to make sure he’s heard. By helping each individual person who tweets or posts, you are changing their relationship with the university, and once you do that, they’ll feel more connected. The bigger the brand advocate, the more they’ll sing your praises.

Mistakes

We’re all human, and we make mistakes, so when they happen, own up to it. Apologize, and make the situation right. As the social media or community manager, a lot of times these mistakes may have nothing to do with you, but your audience member doesn’t care if it was your department or another one. They just want a solution, and to know that someone cares about making it right. So do just that. Make it your problem, find the solution and make it right, even though you didn’t have anything to do with the original issue.

Negatives Turn Into Positives

It’s amazing how the smallest things can make negatives turn into positives. Fixing situations, understanding and listening to your audience members can have just that effect.

YouTube Comments Make Google+ Pages Even More Important

youtube-googleplus-comments

YouTube comments recently received a big upgrade, and there are quite a few changes, and definitely some that may alter brand management. YouTube is now much more connected to Google+, and that has implications, and hopefully opportunities!

Top Comments

While there has been a top comments section on YouTube, the comments listed aren’t always the most relevant to the video. But now comments on YouTube are personalized to you! Comments that are moved to the top are those by the video creator, YouTube “celebrities,” engaging discussions, and people in your Google+ circles. This helps to bring the most relevant comments to the top, and push the others down.

I also discovered that when you post a video to Google+, it automatically adds it as a comment on YouTube. Talk about an easy way to increase your chances for more engagement! I can definitely see how this would help conversations grow. I’m excited to see if it works!

Moderating

YouTube has caught up with the times on this front. Comments can now have auto-block for certain words, there are new tools for reviewing comments before they’re posted, and you can pick certain people to have comments auto-posted. Many more options available, to hopefully make moderating a bit easier! The auto-block feature is probably the one I’ll be implementing first, it’s a no brainer to me.

Merging Accounts

The catch: you must have a Google+ profile or page attached to your YouTube account. You can make this change in the settings of your YouTube account. If you want to connect a Google+ page, you’ll need to make your YouTube account a manager of the Google+ Page. If both are under the same account, you should be good to just connect them. This is where I ran into issues, as Texas Tech’s Google+ and YouTube weren’t under the same account. I found a glitch while trying to connect the two accounts, and my awesome Google+ Education Team rep assisted with the merging.

So what do you think? Are you excited for the accounts to be merged, or do you want Google+ to stay out of your YouTube?