Goodbye my blog and beloved readers!

Hi my beloved readers, this will be my last blog post. First of all, I would like to thanks for all the readers who willing to spend time on reading the blog posts. Besides that, the second person I would like to thanks is my lecturer, Ms Sabina. She taught me a lot of knowledge as in the field of Public Relations on how to utilize the social media in order to play the role of Public Relations Practitioner.

In the subject of Public Relations and New Media, I have an assignment which need to represent a company and provide a new media plan in order to cover up what they have missed in their previous new media plan. The company that me and my group-mates got is Maybank, for us it is the hardest company compared to the rest of the group. Maybank has a strong and powerful management among the bank industries where we still need to think new plan for them and playing a role of their Public Relations team.

Lastly, I would like to say thank you to my group-mates who have been working hard through all the difficulties that we met in this subject. Even though we got the hardest company in this subject but no worries, the things and knowledge that we have learnt is way more than the others.

Goodbye to all of you, good luck and all the best in the future. =)

Ms Sabine wanted us to take selfie in her lecture as a proof of us attended her class.

How to handle crisis communication by using social media? Let’s get some tips on this!

How to handle crisis communication by using social media? Let’s get some tips on this!

https://soundcloud.com/aliceleemc/alice-blog

Thanks for listening! Stay tuned for my upcoming blog post. =)

What you should do in a new media plan? Let read some tips here for your new media planning!

A new media plan is for the purpose of exploring to a new media platform to reach more target audiences. How should we start to plan it and what kind of steps and elements that we have to involve in it? Let me, AlicELeE share you some personal tips and guideline on this.

1st step Targeting
At the beginning of the plan, you have to do research and know who is your target audiences? Who you want to be targeted in this new media platform as well as what is their interested topic recently.

2nd step Knowing your objective
Others than that, you should clearly know what message you want to bring out through this new media plan and what is the purpose of having it or what do you want your social media efforts to accomplish.

3rd step Understanding the audience
You should use the same social media network as your target audience. Which social media is their most favourable choice, it might be Facebook, Instagram, Pinterest or Twitter. To be a successful plan for new media, we have to create the awareness, engagement and brand ambassadors where your target audience is.

4th step Determination of content
The 4th step is you have to determine your content which is developing a content marketing calendar for the use of allocate the date and time to post different thing about your company in different social media. Moreover, the content of your post has to be relevant to the topics and events that has newsworthiness. Once there are breaking news comes out which are related to your company, you could give your own opinion or idea about this news therefore you can become a part of the conversation.

5th step Control
Besides that, we should have a social media marketing playbook which included audience profile, event concepts, promotional events, content themes and most importantly is the plan for crisis management. You have to make sure to tailor strategies that are unique to each of your social media channels. Lastly, you have to reanalyse your new media plan on a regular basis. For example, if there’s something in your plan is not working, you have to switch it up or do testing to determine what the better responds from target audience is.

Thanks for spending your precious time reading on my blog post, hope this little tips could help you in future. Stay turned for more of my blog post! Have a good day =)

Handle negative issue online is not easy! See how successful people are on handling this situation.

A negative comment or feedback would easily to get attention from public and it could be spread very fast and gone viral and would ruin your company image and reputation. Therefore, good skills of handling on this negative feedback from public is needed when it comes to your company. Let's see how's people did well on handling this kind of issue.

Ola Cabs has successfully turned a frustrated customer into its brand advocate. This incident was happening on 21st November 2013. It involved a co-founder & CEO of Digital Vidya in Delhi, Pradeep Copra who needed to book a cab for his wife and daughter to attend a birthday party in the evening. He has booked a cab from Ola Cabs which is one of the well know Indian radio taxi services. Unfortunately, he received a call from his wife complaining with a frustration expression about the cancellation of cab booking from Ola Cabs personnel due to unavailability. He was very unhappy with this arrangement from Ola Cabs because he has to do a new booking from other taxi company in a limited time and he had to attend a meeting soon at that time. In the end, his wife and daughter have missed the birthday party. After he reached home and listened to his wife experience with dealing with Ola Cabs, he has decided to write a bad review of Ola Cabs about his dissatisfaction of their services and the  inconvenience caused by Ola Cabs sudden cancellation. 

Tweet made by the Pradeep

Instant respond tweet replied from Ola Cabs with apology and asked for the details of the incident

While he was sharing the details, he has mentioned in a tweet that nothing can be done to control the damage anymore 

He received a call from one of the Senior Customer Relationship Manager at Ola Cabs which has been promised by Ola Cabs the day before. After the representative of the Ola Cabs has listened to the whole incident from Pradeep, they apologized once again and assured that they would not let this incident happen again and also they will do something to pay back to him as well as make up their mistake. However, there's nothing they can do since his wife and daughter have already missed the party and nothing can help on this issue. Even though the representative has deal with him in a long call but still can't change his mind of dropping the bad review with Ola Cabs.

After he came back from work, he has surprised that his daughter was very happy with the gift from Ola Cabs which is a box of cake and a message.

Message left by Ola Cabs to Pradeep's daughter 

He really touched by the action that has taken by Ola Cabs and he was finally forgave Ola Cabs on this issue after seeing the happiness from his daughter. Besides that, this action does helps on changing his mind from dropping the review of his bad experience with Ola Cabs.

The reason why Ola Cabs can become so successful in handling the dissatisfaction or negative comment from customer is because they gave a immediate reply to their customer and they did not escape from the incident also they apologized on the mistake they have made. In additional, they do concern about Pradeep's concern which is his daughter's disappointment that could not attend the birthday party and they has taken an effective and quick action to make the girl happy. The most importantly, they did not forget to ask them to still book their taxi in future in a indirectly way which is topping up credit to his wife account.

There are some tips I would like to share with you guys on how to deal with it if the same situation is happening again.

Respond as quickly as possible

Respond to a negative comment as fast as you can when it haven't gone viral or spread out because when it does not get a respond from the particular company it will lead to more negative comments and the customer will be more angry because they did not feel that they are important enough to get your attention to solve their problem. Never let a negative comment unanswered.

A genuine apology doesn’t hurt

Apology does not means it is enough for cover up your mistake but it can first chill and relax the frustrated customer and stop them on repeatedly think on the bad experience they had. Besides that, a company who willing to apologize to the mistake they had made can show that they are responsible enough on handling their mistake.

Take the Discussion Offline

When you have given apology sincerely, do ask them for contact and make it offline conversation and it is better dealing with them offline. For example, give them a call or email them about further asking of their issues. This would help you to remain your company reputation because no matter what respond that the customer will give no one can view it online, therefore it would give a bad image tho the public.

Ask for a Follow up

When issue is solved do ask for a follow up or future feedback from the costumers and post their feedback on the company’s website. This could shows that you are really concern about their feelings even the issue has done resolved. Moreover, there are always unsatisfied customer, keep engaging with them and try to make them happy. However, do not overly focus on this because some customer would keep asking for more when they know they have the control over you.

If you follow my tips you can always convert a frustrated customer to your brand ambassador. When they satisfied with your services they would share it with the people who around them. 

Thanks for your precious time to read my blog. Hope that my tips would help you in future. =)

You prefer shops physically or online shopping?

HI! Alice is here again! The whole world is now working hard to become a develop and modern country. Why would a company with a physical appear in market but they still create their own apps to allow people to download it in their phone? This is because technology is one of the important daily use in our life and it really helps us a lot. Therefore, to closer the distance between the company and public they use this tactic to hit their target costumers. I would take Hennes & Mauritz AB (H&M) as my example.

People nowadays would prefer online shopping to purchase their products because this is very easy and convenient. H&M has created an apps to allow the customer to do online shopping for their brand, this strategy can enhance people to go for their brand as well. H&M phone apps has very good planning for their customer. 

The first thing would appear when you first enter the apps is to select your country, they want to specify the customer is from which country so they can get prepared. For example, they have to change the money rate to Ringgit Malaysia (RM) so customer don't need to convert the money rate by themselves. After that, they have categorized their product so that the customer can easily find the product that they are interested in.

H&M is a multinational retail-clothing company which their clothes are suitable for everyone such as children, teenagers and adult (men and women). Family and working adults would like this kind of service. Working adults have spent their time for their works, they would not have leisure time to go for shopping thus they would online shopping when they have break time during their working time.

You can put your interested products into wish list when you don't want to purchase it immediately, and they would update up when the products in your wish list is having sales and promotion. Besides purchasing product, you can also give your feedback to them and ask question if you have any. 

H&M would view the rate of the app has been downloaded to know their apps is being popular or going downwards. By receiving the feedback from customer, they would improve themselves from their mistake. 

In my opinion, I love H&M products as well, I will always log in their app to update myself about their new and latest product. I prefer to stay at home and by few finger clicking I can purchase my clothes online. Afterwards, I just have wait for my clothes to arrive to my house, that's how simple is the H&M app works.

Thanks for spending your precious time to read my blog =)

Going Viral... What's factor of a video that goes viral and speed as virus spreading?

Hi! It's me, Alice! We always wonder why those youtuber video can become so popular and famous? However, when we uploaded our video on YouTube it will never more than 500 views. Actually there's some reason or factors that make their video goes VIRAL! So today's topic is what's the factors of a viral video. The video that I have chosen for my example is "Killer Clown 3 - The uncle! scare parnk". This video has 48,432,072 views and 243k likes on YouTube in the past nine months.

Factors of "Killer Clown 3 - The uncle! Scare Parnk" goes VIRAL.
Authenticity

Authenticity means that it is a sense of realness which is not planned out at the moment. This video is set up for shooting down the respondent reaction when they saw a clown killer is killed someone and chase after them. Besides it is happening in real life and didn't plan with the respondent as well. This video is all the respondents first reaction. Therefore, audiences like to watch this kind of video to watch their reaction when they face this out of the sudden.

Surprising

Video with surprising element would impress audience very much. This is because when the surprising come out in a sudden and they get shocked at the moment they will remember it forever. In additional, this video has many different type of set up which the clown killer will do something really out our expectation. For example, it really surprise me when the clown killer suddenly hit the head of the body on the floor and the blood erupted  and he start chasing them at the back.

Musical

A video with music would make it very more interesting compare to just a normal video without any editing music. This video added many sound effects which make the video even more scary. Other than that, the sound effects that they added in is very suit the scene as well. The sounds effect can make the respondent and audience  really feel the fear towards the clown killer.

Impressive
This video become very famous is because it give people very deep impression not only audience but also the respondent. We watched many movies with clown killer inside and how cruel they are when they kill people in the movie. We will never expect that we one day will meet them in real life. When we do meet them they first reaction is run away from him to get rid of being killed. In additional, we will never forget about this forever and it will sometime exist in our mind.


Timely
Timing is very important. Why I say so is because if you make a video that is something current and being discussed or match with the festival or event at the moment can lend a video relevance and also can make it  more impressive and popular. This video is made before but published during Hallowen festival which is everyone put on their scary custume and having fun with their friends. However, they never expect someone will do a prank like how the video did.

So these are all the factors that it will make this video goes viral at the moment. I hope you guys enjoy reading it. If you want to make your video goes viral you can take it as a reference. Thanks and stay tuned for my next blog post =)

If you want to watch the video you can view the link below
http://youtu.be/WHZPEkZCqwA
PS: Do not watch if you are afraid of clown!

The new roles of new media communication. Which is your field?

I've learn something new today in my class so I decided to share with you all. Everyone has their role to work on it to ensure everything perform perfectly. Therefore, today's topic is about public relation professional, social media and webmaster, their roles and relationships.


The new roles of new media communication.
Public Relation Professional
Public Relation Professional (PRP) is a medium use as build and maintain mutually beneficial relationships between organizations and their public. In another hand, PRP also work as communication executive. This role requires executing strategies with the communication tactics of news releases, employee newsletters, position papers, media placements, Web site content, speeches, blogs, and social media messaging. They do planning for events, press conferences, crisis managements. Other than that, they also responsible to give feedback and respond to public as well as the media.

Webmaster
Webmaster is playing a role of communication technician. They responsible for planning, organizing, updating and maintaining the website and social media presence across Facebook, Linked-In, Instagram, Twitter and so on. Their  roles are including targeting specific audiences, increasing brand awareness, raising interest and attracting mission-centric students and donors to the institution through online media.They aim to make websites a valuable resource for both site owners and visitors by ensuring that the content is up to date and easy for visitors to find and navigate. Webmasters require technical skills to keep the site operating correctly and business knowledge to ensure the site meets the needs of owners and visitors.

Social media
Social media is a medium that allow people to create, share or exchange information, ideas, and pictures or videos in a virtual communities and networks.Websites and applications dedicated to forums, micro-blogging, social networking , social bookmarking, social cu-ration, and wikis are among the different types of social media. It is also a tool for business purposes, they use social media to reach their target audience by delivering their message to them and social media allow public to give feedback directly.

Relationships between them
So, how do these three parties work together? PRP is playing the role of planner, they will do the planning part for their company. What's the do and don't to tell the media, what to tell on social media, what message do their company wants the audience to receive? They will do all this planning in order to maximize an organization’s positive use of social media to build its image. Managing a Twitter feed, a Facebook page and a YouTube channel are all vital ways to connect with possible new customers or stakeholders. Monitoring public comment about the organization on the Internet can also give PR professionals early warning of any emerging trends or problems. All these function is through social media, social media work as a connection between company and the public.

Social media as a communication tools to the public, it contains the content of what's the public wants to see or what's the PRP wants them to see. Social media has break through the geographical limitation, this is because social media reach public globally. For example, James posted an news release on his company official website and his friend from another country can read it and also give comment on it. This is really helpful towards the company who plan to reach target audience other than local one.

For webmaster, he is in-charge of technical part. His job is to  ensure the website performs correctly and presents information in the correct format to the maximum number of users.  He test site performance on the increasing number of mobile devices that provide Internet access, including smartphones and tablet computers. To maintain site performance, webmasters check and fix broken links or content that does not appear correctly. When PRP posted relevant article on social media which is their company official website, webmaster has to make sure that the article can upload correctly to the website and the public can easily access to it and read it.

Hope you guys have learnt something today. Thanks for reading. Have a nice day =)