Your brand DMs aren’t private

And What to Post on Each Social Media Channel to Stand Out

Your brand DMs aren’t private

Is it possible to have burnout from burnout or does it just become a never-ending burnout? Asking for me. My birthday is next month & I plan on taking a week off and also doing a short getaway to a glamp-site with my dog.

Featuring my own work & press

Your brand DMs aren’t private

DM like it’s going to be public because it basically is.

If there is any tl;dr to this, it is that DMs between a brand and person are never private and should never be written as if they were.

I do believe that customer support is better managed through DMs than in public conversation because you might have to ask a bunch of questions that most customers don’t care to read in a comments section. Beyond that, any feedback responses or general answers you give in a DM should be written like it’s public because there’s a chance that it will be.

The internet has been around for over three decades now. It’s safe to say that for the most part, nothing you post online truly gets deleted. In the age of screenshots being a mere button push away and social media encouraging the act of quick responses, there are bound to be brand mishaps.

Shit happens. Marketing teams are still made up of people and people make mistakes. I don’t think anyone would argue this point. Of course, there are some brand mistakes that you can’t come back from but in general, a sincere apology and a resolution that matches the crisis can resolve most issues.

Your other option is to issue an apology that isn’t actually an apology, digging yourself a deeper hole. From the way that I’ve seen many brand apologies be written, it is astounding the sheer number of people who never learned how to sincerely apologize. And if you never learned, it’s a simple google search away. If your brand ever responds in one way in a DM and another in public, it is very possible that the “private” conversation will be made public.

I didn’t think it needed to be said but that whole “any publicity is good publicity” is FALSE. Consumers are paying attention more than ever to what you post and how you respond. Don’t mess up an opportunity to regain trust just because you refuse to own up to a mistake you made.

This post was inspired by a very recent, ongoing brand crisis.

What to Post on Each Social Media Channel to Stand Out

[BYLINE] While mass posting across all profiles is easy, it’s important to know what to post on each social media platform for better engagement.

sproutsocial.com  •  Share

These 16 Coffee Consultants Are Worth Their Weight In Beans

[Thanks to Garrett for including me in this set!] Working with a coffee consultant can help you skip the trial-and-error stages of starting and growing a coffee business. Here’s who we suggest working with.

coffeemarketingschool.com  •  Share

Feeling Social? These Online Coffee Groups Are Here For You

[BYLINE] An updating list of weekly virtual coffee hangout groups.

sprudge.com  •  Share

Quick text updates & links on what's new on the networks

Quick text updates & links on what's new on the networks

Usually this space has a lot more info, but not much has happened in the last two weeks in regards to features relevant for coffee marketing.

Facebook is testing up and down voting in groups (like Reddit) and an audio-only app that looks like Clubhouse.

Helpful links on how to improve your digital marketing

Helpful links on how to improve your digital marketing

Nano or Macro: How an Influencer’s Follower Count Impacts Engagement Rate

Nano or Macro: How an Influencer’s Follower Count Impacts Engagement Rate

Which influencer has the highest engagement rate: Nano, Micro, Mid, Macro, or Mega Macro? Find out in the Later x Fohr 2021 influencer marketing report!

later.com  •  Share

The Case for Letting Your Social Media Managers Get Weird

Why being witty and absurd might actually make your social marketing worth the attention you crave—because right now, you may not deserve it.

blog.hootsuite.com  •  Share

How to Use Instagram Guides to Create Organic Engagement

Discover nine ways to use Instagram Guides to improve your organic engagement.

www.socialmediaexaminer.com  •  Share

Anything I've enjoyed reading recently

Anything I've enjoyed reading recently

Seeing in the Dark

Seeing in the Dark

A secular sermon on race, grief, accountability, and change. “Change can not be delegated to pen and paper, because the letter of the law cannot counteract the apathy of a people.”

pipewrenchmag.com  •  Share

The mess at Medium

Interviews with 14 current and former employees paint a portrait of dysfunction and indecision as the publishing platform pivots again.

www.theverge.com  •  Share

Your Burnout Is Unique. Your Recovery Will Be, Too.

Organizations must be held accountable for employees’ mental heath — but when you’re feeling burned out, the best person to help you recover may be yourself.

hbr.org  •  Share

An update from my container garden!

An update from my container garden!

My Angel Wing Begonia has doubled the height of the climbing pole it's on (which is why you can't see it in the photo).

My Angel Wing Begonia has doubled the height of the climbing pole it's on (which is why you can't see it in the photo).

What'd you think?

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By Jenn Chen

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