By Nick Johnson - October 25th, 2011

Hi everyone, Hope you're all having a good week, and welcome to this edition of our Tuesday Update. On to business... How to react when your employees complain via Facebook It has alway...

Hi everyone,

Hope you're all having a good week, and welcome to this edition of our Tuesday Update.

On to business...

How to react when your employees complain via Facebook

It has always been a tricky challenge. When dissatisfied employees vent their anger about your company on Facebook, how should you react. As well as the communications challenges, there are legal hurdles, too. In this article from All Facebook, you'll find some tips to employ in your own company. Things like avoiding 'gag orders', not breaking privacy laws, and avoiding broad policies to police something that can be so case-specific. More detail here.

Case Study: Integrate online and offline activity to engage with social media influencers. HP's tactics

For years now, there has often been too much of a disconnect between a company's online and offline marketing messages. Only recently have certain companies got around to fully integrating a social media campaign with their offline work (QR codes being a shortcut to do this sort of thing). HP have been working on this - specifically how they can engage social media influencers through offline parties.

The ARTIST #TALK campaign attempts to bring together celebrities from the music world with a highly influential set of music bloggers. The whole thing is framed by HP's branding, and discussion often covers conversation about the company - and in particular their Beats Audio range.

The company's PR Manager of Social Media Strategy, Mark Budgell, has been able to track real results from such intimate offline gatherings on online success. 330 pieces were written after a recent ARTIST #TALK meeting, and the company can track the reach of the content - and who it is affecting.

For more on the campaign, head to Mashable, here.

Case Study: How McDonald's use Facebook to engage consumers and change behaviour

McDonald's have recently used social networking behemoth Facebook to engage with their consumers, and encourage them to reduce littering. The team at Simply Zesty have put together a case study on exactly what they did, and how it worked.

From the creation of an online game to Facebook/YouTube integration, the campaign was well thought out and comprehensive. Again, real results could be tracked - with 1 million impressions on the campaign site.

More detail is available on Simply Zesty's blog, here.

How Facebook will change social commerce with Credits rollout

Facebook have a vested interest in promoting social commerce across their websites - and have taken steps to ensure more and more brands choose their site for commercial transactions with their latest release.

The network have just announced a limited test of rolling out their Facebook Credits onto other websites - one of the first of which is here.

With the current credits system, Facebook take 30% of the purchase price on any sale. That means a lot of companies use Facebook commerce sites up to the point of transaction, where they introduce a more traditional online payment system. Simply Zestly (again!) posits that this will have to change before using Facebook Credits as a legitimate virtual currency. Find out more about Facebook's plans and how they will affect your own social commerce strategy here.

That's all this week folks, apart from a quick reminder about our Social Media for Customer Service Summit, which is taking place at the end of the week in New York. If you're working on how to leverage social media for better customer service, then it's worth a look. More here.

Thanks all,


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