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Social	
  Media	
  &	
  the	
  Young	
  
PR	
  Professional	
  
	
  
           Personal	
  Branding	
  in	
  a	
  Web	
  2.0	
  World	
  
                                               Ruth	
  Bazinet	
  
                                                      @baznet	
  
Why	
  Social	
  Media?	
  
!   Everyone	
  is	
  a	
  publisher	
  

!   Social	
  is	
  more	
  important	
  to	
  online	
  search	
  than	
  it’s	
  
     ever	
  been	
  –	
  understanding	
  this	
  is	
  critical	
  

!   Reporters	
  are	
  socializing	
  online	
  

!   News	
  breaks	
  online	
  

!   Consumers	
  are	
  online	
  

!   Great	
  place	
  to	
  network	
  
Check	
  it	
  once	
  
         Check	
  it	
  twice	
  
And	
  when	
  you	
  think	
  it’s	
  right	
  
                  	
  
        Check	
  It	
  Again.	
  
Quick	
  Word	
  on	
  TwiAer	
  
!   Make	
  sure	
  your	
  proHile	
  page	
  looks	
  professional	
  

!   What	
  are	
  your	
  last	
  three	
  tweets?	
  

!   Photos	
  –	
  check	
  the	
  last	
  photos	
  you	
  posted	
  

!   Twitter	
  Lists	
  

!    Hashtags	
  

!   Twitter	
  Chats	
  -­‐	
  #U30Pro	
  #PRStudChat	
  #journchat	
  
     #connectchat	
  
Takeaways	
  	
  
!    Be	
  genuine.	
  

!    Set	
  up	
  your	
  proHiles	
  with	
  keywords	
  so	
  people	
  know	
  why	
  you’re	
  there:	
  e.g.	
  PR,	
  softball,	
  music	
  
      industry.	
  

!    Have	
  a	
  purpose	
  –	
  What	
  is	
  my	
  ROI?	
  

!    Don’t	
  stalk	
  journalists,	
  but	
  use	
  social	
  for	
  research	
  and	
  interaction.	
  

!    If	
  you	
  make	
  a	
  mistake,	
  own	
  up	
  to	
  it.	
  	
  

!    Don’t	
  share	
  links/articles	
  without	
  looking	
  at	
  them	
  Hirst.	
  

!    Your	
  online	
  footprint	
  is	
  permanent	
  (sort	
  of)	
  –	
  Google	
  yourself.	
  Set	
  up	
  a	
  Google	
  Alert.	
  Employers	
  
      do	
  look	
  at	
  your	
  online	
  reputation.	
  

!    Take	
  your	
  online	
  experience	
  ofHline	
  –	
  face-­‐to-­‐face	
  networking	
  is	
  valuable.	
  

!    Find	
  inHluential	
  people	
  in	
  your	
  Hield,	
  connect	
  with	
  them.	
  Remember,	
  just	
  because	
  you	
  read	
  it	
  on	
  
      the	
  internet	
  doesn’t	
  make	
  it	
  true	
  (or	
  a	
  best	
  practice	
  in	
  social	
  media).	
  

!    Follow	
  your	
  instinct.	
  Don’t	
  be	
  afraid	
  to	
  ask	
  questions.	
  

!    Use	
  social	
  media	
  in	
  moderation	
  –	
  don’t	
  let	
  it	
  get	
  in	
  the	
  way	
  of	
  other	
  priorities.	
  
Journalists	
  &	
  Social	
  Media 	
  	
  
!    Be	
  professional.	
  

!    Journalists	
  don’t	
  like	
  to	
  be	
  stalked,	
  but	
  appreciate	
  PR	
  people	
  who	
  do	
  their	
  homework.	
  

!    If	
  you	
  are	
  trying	
  to	
  connect	
  with	
  a	
  particular	
  journalist	
  without	
  luck,	
  check	
  out	
  their	
  blog,	
  
      Twitter	
  stream,	
  etc.	
  It	
  will	
  give	
  you	
  helpful	
  information.	
  	
  

!    Use	
  your	
  best	
  judgment	
  when	
  friending,	
  following,	
  linking	
  in,	
  etc.	
  online.	
  Send	
  a	
  personal	
  note	
  
      with	
  an	
  invite/friend	
  request	
  –	
  give	
  context	
  –	
  why	
  should	
  they?	
  

!    Monitor	
  online	
  conversations	
  –	
  who	
  is	
  writing	
  about	
  your	
  client’s	
  area	
  of	
  interest?	
  

!    If	
  you	
  share	
  an	
  article	
  –	
  mention	
  the	
  author	
  if	
  possible/appropriate	
  (either	
  by	
  their	
  handle	
  on	
  
      Twitter	
  or	
  +’ing	
  them	
  on	
  Google	
  Plus,	
  etc.).	
  

!    If	
  you	
  have	
  no	
  luck	
  with	
  journalist,	
  look	
  to	
  see	
  who	
  they	
  are	
  talking	
  with	
  online,	
  try	
  engaging	
  
      with	
  them	
  (if	
  appropriate,	
  not	
  awkward).	
  The	
  slow	
  build	
  can	
  have	
  a	
  huge	
  payoff.	
  

!    Nothing	
  is	
  guaranteed	
  “off	
  the	
  record”	
  –	
  especially	
  online!	
  
Some	
  PR	
  and	
  Social	
  Media	
  
            Pros	
  to	
  Watch	
  
!   Sarah	
  Evans	
  -­‐	
  @prsarahevans	
  	
  

!   Brian	
  Solis	
  -­‐	
  @briansolis	
  

!   Chris	
  Brogan	
  -­‐	
  @chrisbrogan	
  

!   Deirdre	
  Breakenridge	
  -­‐	
  @dbreakenridge	
  

!   Todd	
  Defren	
  -­‐	
  @tdefren	
  

!   Lindsay	
  Olson	
  -­‐	
  @prjobs	
  
AAend	
  Free	
  Webinars	
  &	
  
               Tweetups 	
  	
  
!   Awareness,	
  Inc.	
  

!   Marketing	
  Profs	
  

!   Radian	
  6	
  

!    Meetup.com	
  (search	
  for	
  local	
  events	
  in	
  your	
  area)	
  

!    Hubspot	
  

!   PRSA	
  (catalog	
  of	
  webinars	
  with	
  membership)	
  
Advice	
  from	
  the	
  Pros	
  
!   Tim	
  Carmody	
  –	
  staff	
  writer,	
  Wired	
  Magazine	
  
     @tcarmody	
  Be	
  a	
  good	
  guest/host:	
  funny,	
  
     authentic,	
  opinionated.	
  Don't	
  monopolize	
  the	
  
     conversation;	
  don't	
  start	
  (or	
  try	
  to	
  Hinish)	
  Hights.	
  
!   Doc	
  Searls	
  -­‐	
  author	
  of	
  The	
  Intention	
  Economy,	
  co-­‐
     author	
  of	
  The	
  Cluetrain	
  Manifesto,	
  fellow	
  of	
  CITS	
  at	
  
     UCSB,	
  alumnus	
  fellow	
  of	
  the	
  Berkman	
  Center	
  at	
  
     Harvard.	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  	
  
     @dsearls	
  Just	
  realized	
  I	
  have	
  a	
  policy:	
  If	
  you're	
  not	
  
     linking,	
  I'm	
  not	
  following.	
  All	
  i	
  need	
  is	
  1	
  link	
  in	
  
     what	
  Twitter	
  shows	
  -­‐	
  your	
  last	
  3	
  posts.	
  
Advice	
  from	
  the	
  Pros	
  
Steve	
  Bradt,	
  	
  
Director	
  of	
  News	
  at	
  MIT	
  

The	
  people	
  you'll	
  be	
  talking	
  to	
  probably	
  already	
  know	
  this,	
  but	
  in	
  our	
  
Hield	
  there's	
  no	
  substitute	
  for	
  real-­‐world,	
  in-­‐the-­‐trenches	
  experience.	
  
Whenever	
  I	
  talk	
  to	
  students	
  about	
  careers	
  in	
  PR	
  I	
  always	
  urge	
  them	
  
to	
  get	
  as	
  many	
  internships	
  and	
  as	
  much	
  communications	
  experience	
  
as	
  possible.	
  A	
  degree	
  in	
  PR,	
  marketing,	
  etc.,	
  doesn't	
  carry	
  anywhere	
  
near	
  the	
  same	
  weight	
  to	
  a	
  hiring	
  manager	
  looking	
  to	
  Hill	
  an	
  entry-­‐
level	
  position.	
  

On	
  social	
  media	
  speciHically,	
  a	
  few	
  thoughts:	
  1)	
  It's	
  not	
  a	
  new	
  
sentiment,	
  but	
  content	
  is	
  king.	
  Your	
  organization	
  won't	
  succeed	
  on	
  
social	
  media	
  without	
  a	
  story	
  to	
  tell,	
  and	
  content	
  to	
  point	
  to.	
  2)	
  Don't	
  
take	
  too	
  seriously	
  anyone	
  presenting	
  themselves	
  as	
  a	
  social	
  media	
  
"expert"	
  or	
  "guru."	
  If	
  you	
  talk	
  to	
  X	
  number	
  of	
  professional	
  users	
  of	
  
social	
  media	
  (which	
  I	
  did	
  before	
  launching	
  the	
  @HarvardResearch	
  
account),	
  you'll	
  get	
  X	
  opinions	
  on	
  what	
  works	
  and	
  what	
  doesn't.	
  
There	
  just	
  isn't	
  a	
  robust	
  body	
  of	
  research	
  at	
  this	
  point	
  on	
  social	
  
media,	
  so	
  whatever	
  advice	
  the	
  "experts"	
  are	
  peddling	
  is	
  likely	
  
anecdotal	
  at	
  best.	
  

	
  
Advice	
  from	
  the	
  Pros	
  
Tom	
  Boucher	
  	
  
Communications	
  Manager	
  	
  
Neighborhood	
  Health	
  Plan	
  of	
  Rhode	
  Island	
  
I	
  just	
  got	
  back	
  from	
  a	
  Mobile	
  Marketing	
  Conference	
  and	
  realized	
  
how	
  behind	
  we	
  are	
  with	
  our	
  social	
  media	
  work.	
  From	
  attraction	
  
and	
  retention	
  of	
  health	
  plan	
  members	
  to	
  improving	
  health	
  
outcomes,	
  social	
  media	
  can	
  have	
  a	
  huge	
  role.	
  One	
  example	
  is	
  how	
  
people	
  are	
  joining	
  social	
  network	
  support	
  groups	
  on	
  Twitter	
  and	
  
Facebook	
  to	
  help	
  with	
  weight	
  loss	
  or	
  smoking	
  cessation.	
  	
  
To	
  the	
  extent	
  that	
  PR/Comm	
  folks	
  can	
  help	
  publicize	
  and	
  support	
  
that	
  effort,	
  it	
  can	
  make	
  a	
  big	
  difference	
  in	
  meeting	
  organizational	
  
goals.	
  Right	
  now,	
  we	
  maintain	
  a	
  Facebook	
  page	
  that	
  helps	
  further	
  
our	
  brand	
  and	
  add	
  value	
  by	
  sharing	
  ideas	
  for	
  Hinding	
  "good	
  stuff,	
  
cheap,"	
  but	
  there	
  is	
  so	
  much	
  more	
  to	
  do!	
  	
  
	
  
Advice	
  from	
  the	
  Pros	
  
Kevin	
  Carter	
  
Manager,	
  Business	
  &	
  Trade	
  Public	
  Relations	
  at	
  TripAdvisor	
  
@kcarter	
  
	
  
(excerpt	
  from	
  his	
  related	
  blog	
  post)	
  
	
  
Establish	
  yourself	
  on	
  social	
  media	
  -­‐	
  If	
  you	
  haven’t	
  already,	
  get	
  a	
  Twitter	
  
account	
  (preferably	
  in	
  your	
  real	
  name)	
  and	
  begin	
  following	
  people	
  in	
  the	
  PR	
  
industry	
  in	
  your	
  area.	
  Twitter’s	
  search	
  feature	
  can	
  help	
  you	
  identify	
  these	
  
folks.	
  Be	
  sure	
  to	
  listen	
  Hirst	
  to	
  get	
  a	
  handle	
  on	
  social	
  media	
  etiquette	
  and	
  the	
  
topics	
  they’re	
  discussing,	
  and–when	
  you	
  feel	
  conHident–begin	
  an	
  ongoing	
  
dialogue	
  about	
  relevant	
  topics.	
  You’ll	
  also	
  want	
  to	
  follow	
  folks	
  like	
  PR	
  Week	
  
(leading	
  trade	
  publication),	
  Doug	
  Haslam	
  (communications	
  pro)	
  Shannon	
  
Paul	
  (social	
  media	
  consultant).	
  	
  
	
  
A	
  polished	
  Linkedin	
  proHile	
  is	
  also	
  essential,	
  and	
  don’t	
  be	
  afraid	
  to	
  ask	
  for	
  
recommendations	
  on	
  the	
  site	
  from	
  people	
  who	
  have	
  been	
  pleased	
  with	
  your	
  
work,	
  whether	
  it’s	
  a	
  college	
  professor	
  or	
  a	
  colleague.	
  Linkedin	
  is	
  a	
  great	
  tool	
  
for	
  networking	
  and	
  searching	
  for	
  jobs,	
  and	
  having	
  strong	
  recommendations	
  
from	
  people	
  in	
  your	
  network	
  will	
  help	
  you	
  get	
  the	
  attention	
  of	
  recruiters.	
  	
  
	
  
	
  
Advice	
  from	
  the	
  Pros	
  
Mitch	
  Wagner	
  
Editor-­‐in-­‐Chief	
  of	
  @theCMOsite	
  
@mitchwagner	
  
	
  
Social	
  media	
  is	
  a	
  way	
  to	
  connect	
  with	
  journalists	
  as	
  people.	
  The	
  relationship	
  
between	
  PR	
  and	
  journalists	
  is	
  often	
  antagonistic;	
  social	
  media	
  can	
  soften	
  that	
  
up	
  a	
  bit	
  and	
  make	
  it	
  more	
  human.	
  Social	
  media	
  are	
  the	
  big	
  pub	
  in	
  the	
  
Internet,	
  where	
  everybody	
  knows	
  each	
  other	
  and	
  can	
  have	
  a	
  pint	
  in	
  a	
  casual	
  
environment.	
  And	
  of	
  course	
  connecting	
  with	
  people	
  opens	
  the	
  door	
  to	
  doing	
  
business	
  together.	
  	
  
	
  	
  
Social	
  media	
  is	
  also	
  a	
  dashboard	
  of	
  what	
  the	
  overall	
  population	
  is	
  talking	
  
about.	
  What	
  news	
  stories	
  and	
  trends	
  are	
  hot?	
  What	
  are	
  the	
  latest	
  pop	
  culture	
  
fads?	
  Social	
  media	
  provides	
  a	
  read	
  on	
  that.	
  	
  
	
  	
  
People	
  talk	
  about	
  brands	
  on	
  social	
  media.	
  If	
  customers	
  are	
  unhappy	
  with	
  a	
  
client's	
  offering,	
  they'll	
  talk	
  about	
  it	
  on	
  social	
  media.	
  Social	
  media	
  provides	
  a	
  
barometer	
  to	
  Hind	
  out	
  how	
  consumers	
  feel	
  about	
  a	
  particular	
  brand.	
  And,	
  
since	
  consumers	
  often	
  complain	
  about	
  negative	
  experiences	
  with	
  a	
  brand	
  on	
  
social	
  media,	
  that	
  provides	
  businesses	
  with	
  an	
  opportunity	
  to	
  Hix	
  the	
  
consumer's	
  problems,	
  and	
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Social Media and the Young PR Professional

  • 1. Social  Media  &  the  Young   PR  Professional     Personal  Branding  in  a  Web  2.0  World   Ruth  Bazinet   @baznet  
  • 2. Why  Social  Media?   !   Everyone  is  a  publisher   !   Social  is  more  important  to  online  search  than  it’s   ever  been  –  understanding  this  is  critical   !   Reporters  are  socializing  online   !   News  breaks  online   !   Consumers  are  online   !   Great  place  to  network  
  • 3. Check  it  once   Check  it  twice   And  when  you  think  it’s  right     Check  It  Again.  
  • 4.
  • 5. Quick  Word  on  TwiAer   !   Make  sure  your  proHile  page  looks  professional   !   What  are  your  last  three  tweets?   !   Photos  –  check  the  last  photos  you  posted   !   Twitter  Lists   ! Hashtags   !   Twitter  Chats  -­‐  #U30Pro  #PRStudChat  #journchat   #connectchat  
  • 6. Takeaways     !  Be  genuine.   !  Set  up  your  proHiles  with  keywords  so  people  know  why  you’re  there:  e.g.  PR,  softball,  music   industry.   !  Have  a  purpose  –  What  is  my  ROI?   !  Don’t  stalk  journalists,  but  use  social  for  research  and  interaction.   !  If  you  make  a  mistake,  own  up  to  it.     !  Don’t  share  links/articles  without  looking  at  them  Hirst.   !  Your  online  footprint  is  permanent  (sort  of)  –  Google  yourself.  Set  up  a  Google  Alert.  Employers   do  look  at  your  online  reputation.   !  Take  your  online  experience  ofHline  –  face-­‐to-­‐face  networking  is  valuable.   !  Find  inHluential  people  in  your  Hield,  connect  with  them.  Remember,  just  because  you  read  it  on   the  internet  doesn’t  make  it  true  (or  a  best  practice  in  social  media).   !  Follow  your  instinct.  Don’t  be  afraid  to  ask  questions.   !  Use  social  media  in  moderation  –  don’t  let  it  get  in  the  way  of  other  priorities.  
  • 7. Journalists  &  Social  Media     !  Be  professional.   !  Journalists  don’t  like  to  be  stalked,  but  appreciate  PR  people  who  do  their  homework.   !  If  you  are  trying  to  connect  with  a  particular  journalist  without  luck,  check  out  their  blog,   Twitter  stream,  etc.  It  will  give  you  helpful  information.     !  Use  your  best  judgment  when  friending,  following,  linking  in,  etc.  online.  Send  a  personal  note   with  an  invite/friend  request  –  give  context  –  why  should  they?   !  Monitor  online  conversations  –  who  is  writing  about  your  client’s  area  of  interest?   !  If  you  share  an  article  –  mention  the  author  if  possible/appropriate  (either  by  their  handle  on   Twitter  or  +’ing  them  on  Google  Plus,  etc.).   !  If  you  have  no  luck  with  journalist,  look  to  see  who  they  are  talking  with  online,  try  engaging   with  them  (if  appropriate,  not  awkward).  The  slow  build  can  have  a  huge  payoff.   !  Nothing  is  guaranteed  “off  the  record”  –  especially  online!  
  • 8. Some  PR  and  Social  Media   Pros  to  Watch   !   Sarah  Evans  -­‐  @prsarahevans     !   Brian  Solis  -­‐  @briansolis   !   Chris  Brogan  -­‐  @chrisbrogan   !   Deirdre  Breakenridge  -­‐  @dbreakenridge   !   Todd  Defren  -­‐  @tdefren   !   Lindsay  Olson  -­‐  @prjobs  
  • 9. AAend  Free  Webinars  &   Tweetups     !   Awareness,  Inc.   !   Marketing  Profs   !   Radian  6   ! Meetup.com  (search  for  local  events  in  your  area)   ! Hubspot   !   PRSA  (catalog  of  webinars  with  membership)  
  • 10. Advice  from  the  Pros   !   Tim  Carmody  –  staff  writer,  Wired  Magazine   @tcarmody  Be  a  good  guest/host:  funny,   authentic,  opinionated.  Don't  monopolize  the   conversation;  don't  start  (or  try  to  Hinish)  Hights.   !   Doc  Searls  -­‐  author  of  The  Intention  Economy,  co-­‐ author  of  The  Cluetrain  Manifesto,  fellow  of  CITS  at   UCSB,  alumnus  fellow  of  the  Berkman  Center  at   Harvard.                                                                                                                                   @dsearls  Just  realized  I  have  a  policy:  If  you're  not   linking,  I'm  not  following.  All  i  need  is  1  link  in   what  Twitter  shows  -­‐  your  last  3  posts.  
  • 11. Advice  from  the  Pros   Steve  Bradt,     Director  of  News  at  MIT   The  people  you'll  be  talking  to  probably  already  know  this,  but  in  our   Hield  there's  no  substitute  for  real-­‐world,  in-­‐the-­‐trenches  experience.   Whenever  I  talk  to  students  about  careers  in  PR  I  always  urge  them   to  get  as  many  internships  and  as  much  communications  experience   as  possible.  A  degree  in  PR,  marketing,  etc.,  doesn't  carry  anywhere   near  the  same  weight  to  a  hiring  manager  looking  to  Hill  an  entry-­‐ level  position.   On  social  media  speciHically,  a  few  thoughts:  1)  It's  not  a  new   sentiment,  but  content  is  king.  Your  organization  won't  succeed  on   social  media  without  a  story  to  tell,  and  content  to  point  to.  2)  Don't   take  too  seriously  anyone  presenting  themselves  as  a  social  media   "expert"  or  "guru."  If  you  talk  to  X  number  of  professional  users  of   social  media  (which  I  did  before  launching  the  @HarvardResearch   account),  you'll  get  X  opinions  on  what  works  and  what  doesn't.   There  just  isn't  a  robust  body  of  research  at  this  point  on  social   media,  so  whatever  advice  the  "experts"  are  peddling  is  likely   anecdotal  at  best.    
  • 12. Advice  from  the  Pros   Tom  Boucher     Communications  Manager     Neighborhood  Health  Plan  of  Rhode  Island   I  just  got  back  from  a  Mobile  Marketing  Conference  and  realized   how  behind  we  are  with  our  social  media  work.  From  attraction   and  retention  of  health  plan  members  to  improving  health   outcomes,  social  media  can  have  a  huge  role.  One  example  is  how   people  are  joining  social  network  support  groups  on  Twitter  and   Facebook  to  help  with  weight  loss  or  smoking  cessation.     To  the  extent  that  PR/Comm  folks  can  help  publicize  and  support   that  effort,  it  can  make  a  big  difference  in  meeting  organizational   goals.  Right  now,  we  maintain  a  Facebook  page  that  helps  further   our  brand  and  add  value  by  sharing  ideas  for  Hinding  "good  stuff,   cheap,"  but  there  is  so  much  more  to  do!      
  • 13. Advice  from  the  Pros   Kevin  Carter   Manager,  Business  &  Trade  Public  Relations  at  TripAdvisor   @kcarter     (excerpt  from  his  related  blog  post)     Establish  yourself  on  social  media  -­‐  If  you  haven’t  already,  get  a  Twitter   account  (preferably  in  your  real  name)  and  begin  following  people  in  the  PR   industry  in  your  area.  Twitter’s  search  feature  can  help  you  identify  these   folks.  Be  sure  to  listen  Hirst  to  get  a  handle  on  social  media  etiquette  and  the   topics  they’re  discussing,  and–when  you  feel  conHident–begin  an  ongoing   dialogue  about  relevant  topics.  You’ll  also  want  to  follow  folks  like  PR  Week   (leading  trade  publication),  Doug  Haslam  (communications  pro)  Shannon   Paul  (social  media  consultant).       A  polished  Linkedin  proHile  is  also  essential,  and  don’t  be  afraid  to  ask  for   recommendations  on  the  site  from  people  who  have  been  pleased  with  your   work,  whether  it’s  a  college  professor  or  a  colleague.  Linkedin  is  a  great  tool   for  networking  and  searching  for  jobs,  and  having  strong  recommendations   from  people  in  your  network  will  help  you  get  the  attention  of  recruiters.        
  • 14. Advice  from  the  Pros   Mitch  Wagner   Editor-­‐in-­‐Chief  of  @theCMOsite   @mitchwagner     Social  media  is  a  way  to  connect  with  journalists  as  people.  The  relationship   between  PR  and  journalists  is  often  antagonistic;  social  media  can  soften  that   up  a  bit  and  make  it  more  human.  Social  media  are  the  big  pub  in  the   Internet,  where  everybody  knows  each  other  and  can  have  a  pint  in  a  casual   environment.  And  of  course  connecting  with  people  opens  the  door  to  doing   business  together.         Social  media  is  also  a  dashboard  of  what  the  overall  population  is  talking   about.  What  news  stories  and  trends  are  hot?  What  are  the  latest  pop  culture   fads?  Social  media  provides  a  read  on  that.         People  talk  about  brands  on  social  media.  If  customers  are  unhappy  with  a   client's  offering,  they'll  talk  about  it  on  social  media.  Social  media  provides  a   barometer  to  Hind  out  how  consumers  feel  about  a  particular  brand.  And,   since  consumers  often  complain  about  negative  experiences  with  a  brand  on   social  media,  that  provides  businesses  with  an  opportunity  to  Hix  the   consumer's  problems,  and  turn  a  hater  into  an  evangelist.