Sometimes I often wonder if people (brands and organizations) really listen to what customers have to say about them on the various social media platforms. How persistent do you really have to be to be heard, and when do you cross the line to “the crazy lady who keeps asking us/complaining about X”?
Since social media is meant to be instant, do you keep hounding an organization until they respond? And if they do respond, do you keep bugging them if you don’t get an answer you like?
I’ve been on both sides of the fence on this one – the customer and the organization. I love it that some brands are so helpful online (WestJet is a great example), and I get frustrated when I feel like my complaints are not heard (hello, company who runs the transit system where I live). But, when I have my work hat on, and someone is reaching out to us about the same thing over and over again, even though we have already provided an answer to their question, I start to wonder when we can just ignore them…
Yes, I know, play the devil’s advocate and put myself in the customer’s shoes. But really, if you’ve asked something, and gotten a response, why keep asking the same question? To me, it just starts to sound like the five-year-old kid asking “Why?”
(sorry for no photo with this post, I wrote it on my BlackBerry)
January 25, 2012 | Categories: Communication, Social Media | Tags: complaints, customer, listening, social media, WestJet | Leave A Comment »
I’ll admit it – I ditched out on the first talk this morning, day 2 of the IABC Canada West conference. My apologies to the speaker, but I can’t come to Whistler and not see the sights.

Olympic rings in Whistler Village
So, I went for a walk around the village and got breakfast at a local coffee shop (despite the 2 Starbucks’ in town).
I didn’t skip the whole day, because there were 2 talks I really wanted to see today: social media in crisis communications and best practices for content curation, 2 hot topics for many communicators these days. And both were very worthwhile.
As I head back down the Sea to Sky highway and reflect back on my first IABC conference experience, I am really glad I had the opportunity to come. I am taking away many useful things that I can immediately apply to my work and share with my colleagues. And I met some great communicators from Western Canada, even some new colleagues from Calgary.
Thanks IABC for a great first conference experience. I’m no longer a conference freshman, and my desire to hide in the corner and avoid networking is slowly dissipating.
November 8, 2011 | Categories: Communication, Engagement | Tags: conference, confidence, engaged, IABC, Whistler | Leave A Comment »
I would like to start off by saying that I am a little bit tipsy after 4 sampler beers at the Whistler Brewing Company tour and 2 glasses of wine at dinner. So if there’s a typo in this post, or something doesn’t make sense, I blame it on that. That, and the fact that I am again in my pjs…this time watching Intervention. Classy, I know.
The first day of the IABC Canada West conference was great. From the opening talk on talking good corporate photographs to the importance of telling the truth, every talk I attended today was informative and useful for my career. I learned how to take better photos at our corporate events and how to incorporate our vision and values into our corporate photography. I learned how a company can properly apply a huge transformational change to the entire company (unlike the way a former employer was doing it). I learned new ideas on how to make our corporate intranet more vibrant and fresh – something employees want to visit every day, more than once a day. I learned that our leaders have to be willing to listen to the truth, as well as speak it.
I met some fellow communicators from Edmonton, Calgary, Regina, and Vancouver. I even met a fellow electrical utility employee from Capital Power. And while I was shy, I did come out of my shell and talk to strangers…without “stranger danger” echoing in my head. 
I also learned how beer is made, and that the Whistler Brewing Company has some great, locally made beer, and some equally great employees. I got some neat photos at the brewery, but unfortunately, I don’t have my USB cable here, so you won’t be able to see any of them until probably Wednesday. Sorry about that.

enjoying a beverage at the Whistler Brewing Company
I learned that by commenting on someone’s neat looking notebook, I can easily start a conversation. I learned that if I go back to the same table I sat at for the morning talk for the afternoon talk, I will probably be sitting next to at least one person I introduced myself to that morning, so at least we can compare notes from the day, and don’t have to start a conversation with the awkward introduction.
So, as the snow continues to lightly fall over Whistler (I thought that was pretty appropriate for my first visit here), I look forward to conference day 2. I’m going to go for a walk around Whistler Village in the morning, and to rejoin the conference later in the morning, before getting on the bus for the drive back down the Sea to Sky Highway and back on the plane to Calgary. I’ve enjoyed my time so far at my first real conference, and I’m looking forward to the next one when I am no longer the conference freshman.
November 7, 2011 | Categories: Communication, Community, Engagement | Tags: beer, change, communications, conference, engagement, IABC, learning, participate, photography, public relations, social media, Whistler | 2 Comments »
I’m at the Hilton hotel in Whistler, wearing my pj’s and watching 13 going on 30, and preparing myself for my first professional conference tomorrow. I’m here for the IABC Canada West “Best of the Best” conference.
I’m thankful my boss agreed to send me, so I can learn how to make our social media strategy even better, among other things. I’ve been looking forward to it since I registered and bought my flight and booked my hotel. But at the same time, I have a bit of the “first day at a new school” jitters. I’ve never been to a conference like this before. Seriously. I know, it’s a little sad, but I’ve never really had the opportunity until now. I’m the only one from my work attending, but I know, thanks to Twitter, that there are many people from Calgary attending. But, I still have the nervous feelings of “what if no one talks to me?” and “what if no one wants to eat lunch with me?” I mean, I’m here for 2 days, amongst a bunch of PR pros and professional networkers, and often in those situations, I tend to revert to my shy-5-year-old-self, wanting to hide behind my mum’s leg. You’d think after 31 years of life, a person would get over that…
Anyway, I’m just happy I’m here in Whistler. The Sea to Sky Highway is pretty spooky on a bus in the dark…especially when the driver almost stalls the bus on a 2-lane highway. When all you can see out any window is the silhouette of mountains on either side of you. But you can only see what the high-beams of the bus are showing you. But I made it..I even ate dinner in the hotel bar by myself. I saw a girl who was on the bus with me in the bar, but again, that shy kid inside of me came out again. And so we sat, at separate tables, alone. Knowing that we had seen each other checking in to the hotel, but neither person willing to make the first move.
So, here’s hoping my first day at a real, professional conference goes well. I have my notebook and pen all ready to go. I probably won’t sleep tonight with all the excitement (regardless of the fact that I’ve been up since 7:30am, thanks to the end of Daylight Savings Time). In the end, I just hope I learn something and that I have a good time. And if that doesn’t happen at the conference itself, I’m sure the brewery tour tomorrow night will be fun!
November 6, 2011 | Categories: Communication | Tags: communication, conference, IABC, public relations, social media, Twitter, Whistler, work | Leave A Comment »

courtesy www.deviantart.com
How can I tell I’m very uninspired lately and don’t have anything great to write about?As I was taking my lunch break today, I thought to myself “hey, I should write a
blog post about how you shouldn’t live by an editorial calendar for social media, that it should be organic and you should only post when it feels right and you have something today…”
Then I remembered I already did a blog post like that.
See, that’s how uninspired I am lately…or how uninspiring the world is right now…
If you have ideas on something you would like me to write about, let me know!
August 8, 2011 | Categories: Communication | Tags: communication, editorial calendar, idea, lunch break, uninspired | Leave A Comment »
For the past couple of weeks, I’ve been nagging myself to write another post for my faithful followers. And every day, as bedtime draws near, I think to myself “oh well, maybe tomorrow.” But then the same thing would happen the next day, and the day after that…
I’m not here to apologize for being absent from my blog. The thing is, I haven’t had anything worthwhile to stay. And if I want you, my faithful followers, to keep coming back, I want to be able to provide something interesting and meaningful for you to read!
That’s the great thing about social media - it’s organic. Living by an editorial calendar for your blog posts, tweets or Facebook updates isn’t productive. You won’t create great content if you are forcing yourself to do it. And lately I haven’t had anything to write about, so why force myself to do it? So you can read a mediocre post and think “man, this chick is losing her touch…”
So here I am with no apologies. Reminding myself that social media needs to grow on it’s own. There may be droughts (seen my Twitter feed lately? Not saying much there either), and there may be periods of abundant growth. Just don’t force yourself to do it because you should. Do it because you want to.
July 5, 2011 | Categories: Communication | Tags: blog, desire, Facebook, growth, need, organic, social media, Twitter | 1 Comment »

courtesy digitalstrategist.ca
While in an interview the other day, I was asked the question about whether my communication style was strategic or tactical. I immediately thought it was an odd question, because I believe that if someone is truly a good communicator/public relations professional, their style should encompass both.
You should be able to develop an outstanding strategy for your client or employer, which will outline and support your amazing tactics. And your amazing tactics should be in line with your outstanding strategy. I’m not too sure how you can have one without the other. I realize you could skip the strategy and planning all together and just focus on tactics, but how do you measure your success if that is your approach? How do you prove your worth to your boss or your client, if you only focus on tactics? And, if you are simply a strategic person, how do you execute?
So, you’re probably wondering how I answered the question. Well, I replied with “a good communicator should excel at both, which I do. You can’t have one without the other.” Heads were nodding around the table, so I think I gave the right answer…
May 10, 2011 | Categories: Communication | Tags: communication, execute, public relations, strategic, strategy, tactical, tactics, value | 1 Comment »

courtesy chrunchgear.com
Over the past few weeks, I have noticed something a little weird in the background of this blog…spam. No, not the fake meat alternative, but the annoying emails of gobbledygook and junk in my Comments section. Seriously? Is nothing sacred anymore? I ignore you in my email, and now you are going to go through the trouble of posting a fake comment with nothing but garbage and gibberish in it? Thankfully, the good people at WordPress have great filters and all comments (spam or not) go into a Spam folder eagerly waiting my approval. But the fact that I have a least 2 spam comments every day just bugs me.
April 27, 2011 | Categories: Communication | Tags: blog, email, internet, spam, WordPress | 2 Comments »

photo courtesy techcocktail.com
I’m on the job hunt again. This isn’t a post about how awesome I am or that your company would be better for hiring me (although it probably would). This post is about a frustrating observation I have encountered in my last 4 weeks of job hunting.
I graduated with my BA in Communications in 2003, and completed my Extension Certificate in Public Relations in 2006. I didn’t start working in PR/communications until 2007, although some of the work I was doing while at the U of C was PR and marketing related. So, if it is 2011 now, I’ve only had 4″ real” years of experience in PR and communications.
For some reason, a lot of the companies and agencies out there think that 5 years experience is the magic number, and I’m not sure why. Who is to say that someone’s 5+ years of experience is better than my 4+ years? Isn’t it supposed to be quality over quantity? And who decided that after 5 years, you are no longer a “junior”? My current employer certainly didn’t. I think they were asking for 5 years when I applied, which I obviously didn’t have. (And no, that is not why I’m job hunting, I was one of the victims of a 550+ layoff that recently happened in the company).
I think that working for an agency for 3+ years allowed me to gain much more experience than someone who worked in a big organization, focusing on only one kind of communication or project. Being able to do work for a wide variety of clients for all areas of business was a great experience, and allowed me gain so much experience in a short amount of time. Shouldn’t that count for an extra year of experience at least?
Anyway, I’m trying to stay positive on this job hunt, and I know that something amazing will come along soon enough (hopefully sooner rather than later!). It’s just a bit frustrating to have to deal with these silly “restrictions” and hope that you make it past the first screening and have the HR representative actually look at your qualifications and experience.
April 18, 2011 | Categories: Communication | Tags: communications, corporate, experience, public relations, quality vs. quantity, unemployment, University of Calgary, work | 1 Comment »
The US Government is playing with the idea of using Facebook and Twitter to keep its citizens informed of terrorism threats. They also say that if posting the warnings will further enhance those threats, or risk exposing security intelligence or investigations, they won’t do it.
So why bother at all? Are they going to restrict the postings to only their friends or followers? Until you’re screened by the account keeper for Twitter and FB, you won’t be able to see the threats? And really, is it that important for Average American Joe to know what the current threat level? If he doesn’t find out about it until the 11pm news, will he be worse off? Wouldn’t all increases in the threat level compromise “top-secret” investigations the Department of Homeland Security is undertaking? Why do I feel like there will be one post, a huge security breach of leaked information, and then the accounts go quiet?..
April 7, 2011 | Categories: Communication, Social Media | Tags: Facebook, Globe and Mail, social media, terrorism, Twitter, US Government | 3 Comments »
I feel like I’ve been in this industry long enough now to see the pattern. An organization needs to make cuts, and more often that not, one of the first departments to go is the Communications department.
It makes me laugh to think that every random Joe Schmoe can do this type of work. That he can create messaging that strikes a chord with employees or customers. He can write a communications plan or develop an advertising strategy that is effective and can actually be implemented. That he can speak to the media without causing harm to the company he’s representing.
It’s not an easy job. And not everyone can (or should) do it. There is a reason you can study it in university, why you can get accredited by professional associations.
And it makes me angry that after the communications department is cut…four months later, that same company is looking for communications people, or going to an agency for communications services.
Communications, and the people who are the experts in it, is a vital part of a successful organization. I just wish the suits who make the decisions would finally realize that…
March 28, 2011 | Categories: Communication | Tags: accreditation, communication, experts, organization, study, success, work | Leave A Comment »