The Roaring PJ - A Social Media Blog

Hire a Social Media Strategist not the Neighbor’s Kid Down the Street

Posted on by Melanie Yunk

Teens and recent college graduates spend an extraordinary amount of time on social media, so logically you should hire one as your new social media strategist. After all, they are already spending the majority of their time on Instagram, Facebook and Twitter, so they must know what they are doing, right? Maybe. Take into consideration a few other factors before you hire a fresh-faced young person to manage your business’s social media marketing program.

Hire Neighbor Kid for Business, Little Business Man

Millennials understand how to operate social media accounts and even how to gain large numbers of followers. However, they might not be qualified to operate as your social media strategist, just yet. Such a person might best be described as more of a social media enthusiast. The difference between a strategist and an enthusiast is substantive.

Social media strategists acquire a refined skill set that empowers them to drive a successful social media marketing program. While social media enthusiasts truly enjoy using social media, they may lack the expertise and education that is necessary to execute an effective social media effort on behalf of a business.

A qualified person earned a strong background in digital marketing. These professionals develop strategies and methods to generate attention for your company, recruit customers, provide customer service and expand your brand. A social media strategist strives to continuously improve his or her knowledge, stay abreast of industry trends and algorithm updates and understands how social media fits into a company’s general marketing strategy. A strategist becomes an extension of your already established marketing team and helps you navigate the acquisition of qualified leads via your website and to your place of business.

Consider what might happen if you hired a recent college graduate with limited marketing and professional experience to conduct your firm’s social media marketing. While a new graduate might know the ins and outs of the various online platforms like Facebook and Twitter, will he or she be capable of developing and implementing a comprehensive social media strategy? Will this new hire be able to communicate your brand, values and messaging in 140 characters or less? How comfortable are you asking this person to deal with an unhappy, dissatisfied customer with their writing skills alone? The person you hire needs to bring more to the table than just a love for Pinterest and SnapChat.

So what qualifications and skills do you need look for in hiring a social media strategist?

  • Strategic marketing and digital marketing background
  • Writing and editing skills
  • Ability to create graphics and crop, edit and resize photos and graphics or work with a graphic artist
  • Knowledge of monitoring tools and Google Analytics, as well as social network analytics.
  • Understanding of keywords and search engine optimization methodology
  • Understanding of company short-term and long-term goals and how to build these goals into an editorial calendar
  • Listening and monitoring skills
  • Customer service experience

If you own or manage a business or simply have an interest in social media, we would love to hear your thoughts on this issue. Perhaps you’ve had a bad experience with a social media enthusiast who couldn’t cut it as a true social media strategist. Do not hesitate to reach out to us for more information on the importance of hiring an experienced person to manage your program.

Futuristic Buildings of Planned Google Campus Hope to Inspire

Posted on by Melanie Yunk

Google holds a long-standing history of a fun, creative work environment, and their plans for a new Google Campus in Mountain View, California will exceed expectations. In late-February, Google announced plans for a transparent campus, situated in the heart of Silicon Valley, which would contain a cohesive work-living environment.

Google Campus, Futuristic Buildings

To meet Google’s demands for an innovative, energy-efficient design, Thomas Heatherwick and Bjarke Ingels dove into a new realm of architectural design according to Google’s Official Blog. The new Google Campus will cover an expansive 3.4 million square feet and comprise seven new buildings in the North Bayshore area of Mountain View.

The building’s exterior “shell”, or glass canopy, will provide a means for nature to breathe life throughout workplace and restore a holistic environment in a highly industrialized region. Hiking and bike trails throughout the futuristic buildings will avoid a stereotypical, parking lot-ridden landscape. However, Google’s true plans reveal a pathway towards robotics involvement to enhance such a campus. Within a reconfigurable designed office space, future plans hope for a robotic reassembly to provide a changing, adaptable environment for employees.

Furthering Google’s cause for a new, productive space, Google’s well-known practice of recycling old buildings will not overshadow the remarkable designs of Heatherwick and Ingels. This Google Campus will reinvent Google’s existing office space in Mountain View.

Not only will a new Google Campus contain a man-made blending of nature and modernity, but development will increase existing creek beds and enhance burrowing owl habitats. In addition, restaurants and retail spaces will permeate the campus and increase small to medium businesses’ economic growth in the area.

Google Campus, Futuristic Buildings

Now, Google’s futuristic buildings appear to invite everyone in Mountain View, not just Google’s employees, which represents Google’s plans exactly. The new Google Campus will provide a family-friendly atmosphere and offer restitution to Google’s home city.

15 years ago, Google selected Mountain View as a perfect location for building a new headquarters. As society moves towards increasing conservationist efforts, a new campus will meld conservationist ideals and productive methodology into one innovative environment. In fact, Google’s out-of-the-box thinking sparked the idea behind a new Google Campus. What do you think about the Google’s new proposed campus?

Outstanding Customer Service on Social Media Combats Negative Reviews

Posted on by Melanie Yunk

Customer service on social media might seem oxymoronic, but really the age-old business concept and new-age technological phenomenon are quite compatible. People both happy and unhappy love to talk, and they will often turn to social media to share their experiences about a company. Which is fantastic when customers are happy, but what about when they are not?

When something goes wrong with a product or service, social media may very well be used as a weapon against a brand. Just look at how Iggy Azalea took her customer complaint to Twitter after a Papa John’s deliveryman allegedly gave out her number to a relative.

Iggy Azalea, Papa Johns, Angry Tweet

Iggy Azalea takes to Twitter when a Papa John’s employee gave out her phone number. Papa John’s responds to the tweet, but makes light of the situation by making a joke.


One tactic is to ignore the negative reviews and hope they just go away, disappear or are quickly forgotten. However, this is a bad plan, no – a really bad plan, as things don’t just disappear off the Internet. When potential customers search for company information, all the good, bad and ugly appears in those search results, so the best approach is more proactive.


Tips to Deliver Fantastic Customer Service on Social Media

Address complaints directly. If the negative commenter is known, contact the person directly and offer to fix the problem. Otherwise, respond to the comment and offer a solution to the unhappy customer, such as refunding their money or offering services again free of charge.

Iggy Azalea, Pappa Johns

When Pappa John’s references her song “Bounce” in their “apology,” Iggy Azalea is not amused. Respond to complaints promptly and professionally. This is not a time to be humorous.


Do searches on brand keywords and hashtags. Routinely searching brand keywords and hashtags related to company products and services allows companies to find complaints posted on various social networks. Responding to those negative reviews allows customers to feel heard and demonstrates the company not only cares but is willing to make things right.

Fix the problem internally. Train staff so this does not happen to other customers. Provide incentives for team members to provide excellent customer service. Teach staff to ask themselves “What will this customer write about me?” When individuals in the company are invested in making sure reviews that mention their personal service are positive, the company and customers benefit.

Gather 4- or 5-star reviews. 4- and 5-star reviews are required to outweigh and overcome 1-star reviews. Happy customers, when asked, are often more than willing to write positive reviews. Ask formally dissatisfied customers to change their reviews or delete their comments. As more good reviews are received, negative reviews have less impact.

Try these approaches to customer service on social media to bolster company reputation both online and off. If negative reviews on social media are a concern, consider getting help from an online reputation management agency or consultant. A brand is worth far more than its weight in gold, so take care of it.  Have you experienced customer service issues on social media?

← Older posts Newer posts →
  • RSS

  • Subscribe by RSS
    Subscribe by Email
    Delivered by FeedBurner
  • Melanie Yunk Founder Melanie Yunk cooks up the perfect recipe for building customer engagement using her fresh take on digital marketing strategies as the key ingredient. Melanie launched Yunk Consulting in January 2009 and began creating social marketing campaigns and optimizing sites for clients. Today, Melanie’s successful business grows under the Roaring Pajamas name. As social media and search engine optimization change rapidly, Melanie and her team are available to provide creative digital solutions for your business.
  • From the Archives

  • Grab our button!