Transcript of #CommsChat on the great online/offline divide

This week's chat

Last week’s chat took a look at online brands that seek an offline presence. Phil Borge (@philborge) from Threepipe joined in on the discussion. Everything from print media to SEO to trust in the high street turned up. Have a look at some of the highlights below:

@JHDavidsonPR Effective SEO must have context, otherwise a bit spammy. PR and SEO are becoming completely entwined

@philborge Just because a brand is born online, doesn’t mean it can only tell its stories there

@AllthingsIC A2) Print will always have its place for ‘unconnected’ employees in orgs. Key is to have good mix of tailored channels

@philborge SEO is the lifeblood of an online brand. As @JHDavidson said, we’re lucky Google wants to include us at the table

@DanMartin Pop-up shops for startup online retailers are very popular. Using offline to raise awareness of a new web brand

@ncardwell High St locations can generate recognition/credibility/trust. That has both on and offline value for brands.

Read the transcript from the whole hour:

 

 

#CommsChat on the great online/offline divide

This week's chat

Why do online companies cherish print coverage? Why did eBay go head over webpage for pop-up shops this Christmas? Why have Amazon Lockers invaded your local supermarket? Discuss the answers to all that and more on a #CommsChat with Phil Borge (@philborge), associate director of Threepipe.

Take a look at the topics here:

  • How is PR for an online brand different than PR for traditionally offline companies?
  • What is the value of print media coverage for online brands?
  • What role does SEO play in the PR efforts of an online brand?
  • Why do online brands seek physical offline properties (ie, pop-ups, Amazon lockers)?
  • Would there be a benefit to online companies in purchasing flailing offline retailers in order to boost their offline presence?

Join us! We tweet from @CommsChat and #CommsChat takes place from 8-9pm UK time – for worldwide times, go here. Anyone can take part in the discussion – simply follow the hashtag here or on Twitter. If you can’t make the chat or would like to revisit it, a transcript will go up on Tuesday morning.

We’d love to hear your suggestions for future topics for #CommsChat – get in touch with Brittany by email or Twitter if you’ve got ideas.

 

Transcript of #CommsChat on community management

This week's chat

This week, #CommsChat discussed community management and the ways and means of managing an online audience. @VirCommSummit provided lucid guidance throughout the chat and explained the challenges posed to community managers. To see more about community management, check out the Virtual Community Summit.

Some of the standout tweets from the hour are:

@vircommsummit Since the rise of SM it is the role of CMS to be the lynch pin between marketing and other business functions

@ncardwell That’s really interesting. Can CMs be a driving force for customer-focused tech innovation e.g Apps?

@hannahlucy6 CM must engage, not simply reply like #custserv. Too many brands’ Twitter accounts have just become complaint centres!

@makesocialwork There are many tools but in the end its the time you invest building trust and relationships that grows a community

@AllthingsIC Final thought from me: Interested to see how CMs evolve in future & integration with traditional comms roles

Read the full transcript:

 

 

 

#CommsChat on virtual community management

This week's chat

This week on #CommsChat we’ll be joined by Oxana Morozowska (@vircommsummit) from the Virtual Community Summit. We’ll discuss anything and everything about online community management. Internal communications, social media managers and community managers won’t want to miss this one!

The Virtual Community Summit takes place on 7 February in London and will feature expert speakers from the industry.

Take a look at the #commschat topics:

  • How has the role of community managers changed since the rise of social media?
  • What will the future look like for community managers?
  • How do the roles of social media manager and community manager differ?
  • What are the tools used to grow online communities?
  • To what extent is the community manager’s role regulated by the company’s leadership?

Join us! We tweet from @CommsChat and Oxana will be tweeting from @vircommsummit. #CommsChat takes place from 8-9pm UK time – for worldwide times, go here. Anyone can take part in the discussion – simply follow the hashtag here or on Twitter. If you can’t make the chat or would like to revisit it, a transcript will go up on Tuesday morning.

We’d love to hear your suggestions for future topics for #CommsChat – get in touch with Brittany by email or Twitter if you’ve got ideas.

 

Transcript of #CommsChat on digital comms in sport

This week's chat

This week, guests @joe_ferrari from NCFC and @adamhulme86 from QPR joined us in a #CommsChat discussing digital communications in football. They shared their thoughts on how best to use social media for community engagement, customer service and marketing.

Here’s what Adam and Joe had to say about the most important things a football club must do on social media:

joe_ferrari Most important things for clubs to do on Twitter? Engage. Talk to fans and definitely listen to them.

adamhulme86 Important not to alienate ourselves from the fans regardless of how many followers we get. Listen!

 

And a few tweets from the rest of the hour:

steve_murg Say this a lot, but it’s all about honesty and transparency. Most fans can smell a lie about the club from a mile off

mattyhudson Content is key, juxtaposed against available time, particularly for clubs outside the Prem

mynewsdesk_uk One day I’d like to see a club allow fans to pick the team and make substitutions via social media!

SamuelPutnam Totally agree. We made an effort to interact with followers a lot more this season and our numbers have soared

adamrubins depends how you judge a clubs reputation. Players? The Fans? The Owners? Not sure who owns the reputation anymore

 

Take a look at the full transcript for many more insights and opinions:

  

 RT : Thanks to , and of course  for a great #commschat. One of the best I’ve been involved with! -9:02 PM Jan 14th, 2013

  

 Enjoyed being invited on tonight’s #commschat. The pace was frantic but enjoyable. Some good points made. Same place next week? -9:02 PM Jan 14th, 2013

  

 And tonight’s CommsChat generated 602,859 impressions, reaching an audience of 100,004 followers! #commschat-9:02 PM Jan 14th, 2013

  

 Big thanks to  and  for a great chat. That was end-to-end stuff. An enjoyable score draw!#commschat -9:02 PM Jan 14th, 2013

  

   Interesting following both your thoughts on #commschat tonight. Good to see views from different clubs. Cheers. -9:02 PM Jan 14th, 2013

  

 Superb insight into how football clubs use Twitter from tonight (Norwich’s head of media). See his timeline.#commschat -9:02 PM Jan 14th, 2013

  

 Thanks to  and of course for a great #commschat. One of the best I’ve been involved with! -9:01 PM Jan 14th, 2013

  

 RT : Most important things for clubs to do on Twitter? Engage. Talk to fans and definitely listen to them.#commschat -9:01 PM Jan 14th, 2013

  

 RT : Were out of time tonight, but love that all you football fans are talking about comms and social media!#commschat -9:00 PM Jan 14th, 2013

  

 RT : Most important things for clubs to do on Twitter? Engage. Talk to fans and definitely listen to them.#commschat -9:00 PM Jan 14th, 2013

  

 We’ll be signing off soon, but the transcript, as always, will be up on http://t.co/g0rwcyYm tomorrow a.m. G’night all! #commschat-9:00 PM Jan 14th, 2013

  

 That was frantic! Thanks for inviting me to take part, some great questions and observations from everyone. #commschat -9:00 PM Jan 14th, 2013

  

   Sounds good! Thanks for that mate! #CommsChat -9:00 PM Jan 14th, 2013

  

 RT : So there you have it from  and, a very hearty thanks to both for joining us on#commschat tonight #commschat -9:00 PM Jan 14th, 2013

  

 RT : Most important things for clubs to do on Twitter? Engage. Talk to fans and definitely listen to them.#commschat -9:00 PM Jan 14th, 2013

  

 RT : So there you have it from and , a very hearty thanks to both for joining us on#commschat tonight #commschat -8:59 PM Jan 14th, 2013

  

 We’re out of time tonight, but love that all you football fans are talking about comms and social media! #commschat -8:59 PM Jan 14th, 2013

  

 RT : So there you have it from and , a very hearty thanks to both for joining us on#commschat tonight #commschat -8:59 PM Jan 14th, 2013

  

 RT : Most important things for clubs to do on Twitter? Engage. Talk to fans and definitely listen to them.#commschat -8:59 PM Jan 14th, 2013

  

   Kind words, Adam. Much appreciated #commschat -8:59 PM Jan 14th, 2013

  

 RT : Most important things for clubs to do on Twitter? Engage. Talk to fans and definitely listen to them. #commschat-8:59 PM Jan 14th, 2013

  

 So there you have it from  and, a very hearty thanks to both for joining us on#commschat tonight #commschat -8:59 PM Jan 14th, 2013

  

 RT : Most important things for clubs to do on Twitter? Engage. Talk to fans and definitely listen to them. #commschat-8:59 PM Jan 14th, 2013

  

 RT : Most important things for clubs to do on Twitter? Engage. Talk to fans and definitely listen to them. #commschat-8:58 PM Jan 14th, 2013

  

 RT : Interaction on Twitter is very different to FB. And Twitter is growing much faster for us #commschat -8:58 PM Jan 14th, 2013

  

 RT : Important not to alienate ourselves from the fans regardless of how many followers we get. Listen!#commschat -8:58 PM Jan 14th, 2013

  

 RT : Most important things for clubs to do on Twitter? Engage. Talk to fans and definitely listen to them. #commschat-8:58 PM Jan 14th, 2013

  

 RT : Most important things for clubs to do on Twitter? Engage. Talk to fans and definitely listen to them. #commschat-8:58 PM Jan 14th, 2013

  

 RT : Think were seeing power of Social Media in football on #commschat tonight as fans getting involved out of blue#commschat -8:58 PM Jan 14th, 2013

  

   Important not to alienate ourselves from the fans regardless of how many followers we get. Listen! #commschat -8:58 PM Jan 14th, 2013

  

 Most important things for clubs to do on Twitter? Engage. Talk to fans and definitely listen to them. #commschat -8:57 PM Jan 14th, 2013

  

 RT : 88% of our 87k followers are male #stat#commschat -8:57 PM Jan 14th, 2013

  

 MT : We have been brilliantly supported by our Director  who tweets for NCFC occasionally#commschat -8:57 PM Jan 14th, 2013

  

  in fact we should just let CommsChat carry on after the hour – in a kind of postmatch pub analysis way#commschat -8:57 PM Jan 14th, 2013

  

 RT : Think were seeing power of Social Media in football on #commschat tonight as fans getting involved out of blue#commschat -8:57 PM Jan 14th, 2013

  

  Interact in Twitter, Promote on facebook#commschat -8:56 PM Jan 14th, 2013

  

 MT : Think were seeing power of Social Media in football on #commschat tonight as fans getting involved out of blue#commschat -8:56 PM Jan 14th, 2013

  

 “: Think we’re seeing the power of Social Media in football on #commschat tonight as fans are getting involved out of the blue” -8:56 PM Jan 14th, 2013

  

 With only 5 min left:  and  – what are the most impt things for a club to do when using social media? #commschat -8:56 PM Jan 14th, 2013

  

 We have been brilliant supported by our Director who has 5.3m followers on twitter and tweets for NCFC occasionally #commschat -8:55 PM Jan 14th, 2013

  

 RT #CommsChat Clubs have strived to be ‘first’ & before everyone else. Now should be a paradigm shift to being ‘best’, but for your own fans -8:55 PM Jan 14th, 2013

  

   Like any employee on SM they need guidance – you can’t really be trained to be social 😉#commschat -8:55 PM Jan 14th, 2013

  

 Think we’re seeing the power of Social Media in football on#commschat tonight as some fans are getting involved out of the blue-8:55 PM Jan 14th, 2013

  

 RT #CommsChat Clubs have strived to be ‘first’ & before everyone else. Now should be a paradigm shift to being ‘best’, but for your own fans -8:55 PM Jan 14th, 2013

  

  Ta for replying! We have a page in the matchday programme each week with fans SM comments plus links to our SM pages #CommsChat -8:54 PM Jan 14th, 2013

  

  I can see why clubs could be scared – fans can put them on a pedestal. Most view club in the round though I think.#commschat -8:54 PM Jan 14th, 2013

  

 Interaction on Twitter is very different to FB. And Twitter is growing much faster for us #commschat -8:54 PM Jan 14th, 2013

  

  First question: are your fan’s on twitter? No point trying if they’re not there #commschat -8:54 PM Jan 14th, 2013

  

  Behind the scenes videos, get some of the players on here. Match updates, competitions. Make fans want to come here #commschat -8:54 PM Jan 14th, 2013

  

 “: Any of my football media/social media guys, there’s a very interesting convo going on via the#commschat hashtag tonight…” -8:53 PM Jan 14th, 2013

  

 #CommsChat Clubs have strived to be ‘first’ & before everyone else. Now should be a paradigm shift to being ‘best’, but for your own fans -8:53 PM Jan 14th, 2013

  

  Most definitely and SM training is very much part of our youth team players induction process when joining us#commschat -8:53 PM Jan 14th, 2013

  

 RT : We try to be as transparent as a club as possible. Our chairman  is a great example of just that #commschat -8:53 PM Jan 14th, 2013

  

  Agreed. But on the flip side of that, people would argue that a club/company isn’t transparent if they said nothing#commschat -8:53 PM Jan 14th, 2013

  

  #commschat if he’s so transparent why has it taken 18 months to organise a fans forum? -8:52 PM Jan 14th, 2013

  

 RT : is there an argument that you can be too transparent to an audience who dont necessarily understand the business? #commschat -8:52 PM Jan 14th, 2013

  

    Clubs/biz may think is irrelevant/less glam. Done right it works well. Fear of transparency? #commschat -8:52 PM Jan 14th, 2013

  

  do you think its important that players have social media training on top of media training to protect their club?#commschat -8:52 PM Jan 14th, 2013

  

 RT : Ive seen lots of local clubs source players and volunteers via Twitter. Growing the sport as well as discussing it#commschat -8:52 PM Jan 14th, 2013

  

 RT : We try to be as transparent as a club as possible. Our chairman  is a great example of just that #commschat -8:52 PM Jan 14th, 2013

  

  Hi guys, be more like  :)!#commschat -8:52 PM Jan 14th, 2013

  

  is there an argument that you can be too transparent to an audience who don’t necessarily understand the business? #commschat -8:51 PM Jan 14th, 2013

  

  Much of the ROI is intangible, things like ‘goodwill’. Clicks to main website via bit.ly links are a measure though#commschat -8:51 PM Jan 14th, 2013

  

 RT : Its vital for grads to understand software but more important to understand their clients strategy #commschat-8:51 PM Jan 14th, 2013

  

 #CommsChat: Hi, I’m a Media Manager for a #RugbyLeagueclub in North Yorkshire, any tips on how I can improve our fan interaction please? -8:51 PM Jan 14th, 2013

  

  I’ve seen lots of local clubs source players and volunteers via Twitter. Growing the sport as well as discussing it.#commschat -8:50 PM Jan 14th, 2013

  

   £12 face to face, £8 post £3.50 tel (and email if human interaction), £0.08p integrated online forms #commschat -8:50 PM Jan 14th, 2013

  

 We try to be as transparent as a club as possible. Our chairman  is a great example of just that #commschat-8:50 PM Jan 14th, 2013

  

   Love the SLA for Norwich responses, what a good idea! #commschat -8:50 PM Jan 14th, 2013

  

  I like this tweet map. Understanding where your fan base is and how to engage with them is keyhttp://t.co/q03SyRYY #commschat -8:50 PM Jan 14th, 2013

  

   It’s vital for grads to understand software but more important to understand their client’s strategy#commschat -8:50 PM Jan 14th, 2013

  

 RT : RT : its all about honesty and transparency. Most fans can smell a lie about the club from a mile off#commschat -8:50 PM Jan 14th, 2013

  

  What stuff do you do to link online/offline? How aware are your matchday fans of your online presence? #commschat -8:50 PM Jan 14th, 2013

  

 RT : Wow, we only have 10 min left! Last topic: What are some innovative ways to use Twitter in sport?#commschat -8:50 PM Jan 14th, 2013

  

    That’s the kind of stuff that the fans love, http://t.co/M62jcHzk#commschat -8:50 PM Jan 14th, 2013

  

  and the bigger the account gets, the more difficult it becomes to find these Qs, particularly on a matchday#commschat -8:49 PM Jan 14th, 2013

  

 Wow, we only have 10 min left! Last topic: What are some innovative ways to use Twitter in sport? #commschat -8:49 PM Jan 14th, 2013

  

 #CommsChat: Hi, we’re a semi-professional#RugbyLeague club in North Yorkshire, any tips on how we can improve our fan interaction please? -8:49 PM Jan 14th, 2013

  

 88% of our 87k followers are male #stat #commschat-8:49 PM Jan 14th, 2013

  

   do you know cost differences for customer transaction types #commschat I’m sure is interested! -8:49 PM Jan 14th, 2013

  

  Delia isn’t but our CEO  is and regularly engages with supporters #commschat -8:48 PM Jan 14th, 2013

  

   Thanks, Neil. We have another video live on  from Saturday’s match. Behind the scenes is key #commschat -8:48 PM Jan 14th, 2013

  

 One Mynewsdesk-biased question: are clubs creating and maintaining integrated social media newsrooms? What is your “content hub”? #commschat -8:48 PM Jan 14th, 2013

  

 RT : Is it vital for media graduates of 2013 & prospective press officers to know a range of specialist software?#commschat -8:47 PM Jan 14th, 2013

  

 RT  tone is key. Its important to maintain boundaries #commschat -8:47 PM Jan 14th, 2013

  

 “: The beautiful game.http://t.co/doHTGtrU” #commschat -8:47 PM Jan 14th, 2013

  

  tone is key. Its important to maintain boundaries #commschat -8:47 PM Jan 14th, 2013

  

 CRM via SM is a challenge. On the one hand fans love having Qs answered directly by Club, on the other its hugely time-consuming#commschat -8:47 PM Jan 14th, 2013

  

  #yellowarmy #commschat. Is Delia on twitter Joe ? 🙂 -8:47 PM Jan 14th, 2013

  

  Is it vital for media graduates of 2013 & prospective press officers to know a range of specialist software?#commschat -8:46 PM Jan 14th, 2013

  

  How do you measure ROI on your social media offering? #commschat -8:46 PM Jan 14th, 2013

  

 Brilliant example of social media that makes you feel part of club RT  https://t.co/XeWBpz4Y #commschat -8:46 PM Jan 14th, 2013

  

   Haha, i’m fast, but not that fast! We have somebody covering the match … actually, yes, yes i am! #commschat -8:46 PM Jan 14th, 2013

  

  & more reason for allowing exiles to purchase away tickets easier. I live 5mins from Manutd – can I have a ticket?! #commschat -8:46 PM Jan 14th, 2013

  

 RT : its all about honesty and transparency. Most fans can smell a lie about the club from a mile off #commschat-8:45 PM Jan 14th, 2013

  

 RT : On tonight’s #commschat, from QPR and  from Norwich City will talk about digital comms in football. Topics to come. -8:45 PM Jan 14th, 2013

  

    Content is key, juxtaposed against available time, particularly for clubs outside the Prem #commschat -8:45 PM Jan 14th, 2013

  

  Say this a lot, but it’s all about honesty and transparency. Most fans can smell a lie about the club from a mile off#commschat -8:45 PM Jan 14th, 2013

  

 Good point… season ticket logins? RT : Risky, how would you stop rival fans hijacking and picking a striker in goal? #commschat -8:44 PM Jan 14th, 2013

  

   https://t.co/FmuDPXPh#commschat -8:44 PM Jan 14th, 2013

  

   That’s a great point. To what extent, if any, do clubs include SM handles in their CRM systems?#commschat -8:44 PM Jan 14th, 2013

  

  Adam – are you doing #CommsChat at the same time as live-tweeting the U21 game from the account? Impressive if so. -8:44 PM Jan 14th, 2013

  

   Really interesting and, one imagines, only likely to grow as a social media consideration#commschat -8:44 PM Jan 14th, 2013

  

 “ I’d like to see more videos. Reward fans with content #commschat” agree content is key -8:44 PM Jan 14th, 2013

  

     It’s been great fun 🙂 #commschat -8:44 PM Jan 14th, 2013

  

  More in Norfolk of course but followers are not a close comparison to fans attending games obviously#commschat -8:44 PM Jan 14th, 2013

  

 RT : I’m sure a club tried something similar years ago with sms, was a terrible decision. That’s a manager’s job? #commschat -8:44 PM Jan 14th, 2013

  

  all the more reason for investing in integrated online crm systems #commschat -8:43 PM Jan 14th, 2013

  

 RT : Great #commschat going on right now w/  (NCFC) and  (QPR). Join in!#digisport -8:43 PM Jan 14th, 2013

  

  Risky, how would you stop rival fans hijacking and picking a striker in goal? #commschat -8:43 PM Jan 14th, 2013

  

 MT : Id like to see more video content. Challenging as it all needs to be monetised. Reward fans with content#commschat -8:43 PM Jan 14th, 2013

  

 Great #commschat going on right now w/ (NCFC) and  (QPR). Join in! #digisport -8:42 PM Jan 14th, 2013

  

 Time for T4?: With a passionate fanbase to address, what must football clubs be wary of when using social media? #commschat-8:42 PM Jan 14th, 2013

  

  I’m sure a club tried something similar years ago with sms, was a terrible decision. That’s a manager’s job? #commschat -8:42 PM Jan 14th, 2013

  

  yes – did it work for Ebbsfleet?#commschat -8:42 PM Jan 14th, 2013

  

  I’d like to see more video content. Challenging as it all needs to be monetised. Reward fans with content#commschat -8:42 PM Jan 14th, 2013

  

    where does the buck stop if a player is inappropriate on social media?#commschat -8:41 PM Jan 14th, 2013

  

  Clubs are investing in translation services. We have 1,000 followers in Spain we want to talk to, 900 in Brazil etc…#commschat -8:41 PM Jan 14th, 2013

  

  what about Norfolk though? #commschat -8:41 PM Jan 14th, 2013

  

 We use the ‘lists’ page on  for fans to keep up-to-date with official players’ accounts/fan groups/supporters’ clubs#commschat -8:41 PM Jan 14th, 2013

  

  Accuracy. #commschat -8:41 PM Jan 14th, 2013

  

 RT : Question to all – what would people want to see more of, from their clubs Twitter account?#commschat -8:41 PM Jan 14th, 2013

  

  Almost very similar to the Ebbsfleet idea when all fans bought shares – wonder how that model would work now? #commschat -8:41 PM Jan 14th, 2013

  

 One day I’d like to see a club allow fans to pick the team and make substitutions via social media! #wisdomofcrowds#commschat -8:40 PM Jan 14th, 2013

  

 Interested in this: “: Question to all – what would people want to see more of, from their club’s Twitter account?#commschat” -8:40 PM Jan 14th, 2013

  

 RT : Question to all – what would people want to see more of, from their clubs Twitter account? #commschat -8:40 PM Jan 14th, 2013

  

 RT : How do clubs channel likes/follows into a community? #commschat -8:39 PM Jan 14th, 2013

  

 Any of my football media/social media guys, there’s a very interesting convo going on via the #commschat hashtag tonight…-8:39 PM Jan 14th, 2013

  

 “   SM =…PR… customer service…community management. #commschat” taxi! goodnight. -8:39 PM Jan 14th, 2013

  

 Question to all – what would people want to see more of, from their club’s Twitter account? #commschat -8:39 PM Jan 14th, 2013

  

  Only problem with twitter is that if you have a lot to say, you get through a lot of tweets! #commschat -8:39 PM Jan 14th, 2013

  

 How do clubs channel likes/follows into a community? By giving fans opportunities to contribute content, opinion, sentiment, etc #commschat -8:39 PM Jan 14th, 2013

  

 RT : On tonight’s #commschatfrom QPR and  from Norwich City will talk about digital comms in football. Topics to come. -8:38 PM Jan 14th, 2013

  

   Does having such a geographical diversity of followers affect how/what/when you tweet etc? #commschat -8:38 PM Jan 14th, 2013

  

 RT : Totally agree. We made an effort to interact with followers a lot more this season and our numbers have soared #commschat -8:38 PM Jan 14th, 2013

  

 We worked with fans to create a version of #FF for City fans.#yellowarmy ran on Tuesdays and 100s of fans followed each other#commschat -8:38 PM Jan 14th, 2013

  

 Really interesting twitter chat from Norwich head of media  tonight, stats et al. See his timeline for more.#commschat -8:38 PM Jan 14th, 2013

  

  Has to be incentive driven & give the fans a sense of ownership – we encourage our fans to activate their friends#commschat -8:37 PM Jan 14th, 2013

  

 Two  media leads – ‘s and ‘s  – dropping some insights on #CommsChat now. -8:37 PM Jan 14th, 2013

  

  Totally agree. We made an effort to interact with followers a lot more this season and our numbers have soared#commschat -8:37 PM Jan 14th, 2013

  

  Great stats: 99% real people; 1% inactive and 0% fake accounts  #commschat -8:37 PM Jan 14th, 2013

  

  You surprise me – Reading have previously been the leaders in the internet era for clubs – you think not on SM? #commschat -8:37 PM Jan 14th, 2013

  

 MT : 38.8k of our 87k followers are from the UK, showing global reach the Premier League/Twitter/Football/Sport is#commschat -8:36 PM Jan 14th, 2013

  

     I agree – best by far – but hard to have the resource#commschat -8:36 PM Jan 14th, 2013

  

  Absolutely. See  and currently leading the way with accounts in different languages#commschat -8:36 PM Jan 14th, 2013

  

 Only 7% of our twitter followers come from the city of Norwich. 3% (2,700) come from USA and the same from Indonesia.#commschat -8:36 PM Jan 14th, 2013

  

 38.8k of our 87k followers are from the UK, showing how much of a global reach the Premier League/Twitter/Football/Sport is #commschat -8:35 PM Jan 14th, 2013

  

 How do clubs channel lots of likes or follows into a community on social media? #commschat -8:34 PM Jan 14th, 2013

  

    Both – you need outside expertise, combined with internal knowledge#commschat -8:34 PM Jan 14th, 2013

  

  perhaps they should get Rio Ferdinand in to speak from experience! #commschat -8:34 PM Jan 14th, 2013

  

   Broadcast vs. engagement. Reading’s SM team don’t engage, just broadcast what’s happening. #commschat -8:34 PM Jan 14th, 2013

  

  and I mean proper archive footage! eg can you find Robert fleck’s double vs man utd in 1990 anywhere? Neither can I! #commschat -8:34 PM Jan 14th, 2013

  

 “: nearly 25,000 people follow from outside the UK #commschat”  interesting stat, Tone. -8:34 PM Jan 14th, 2013

  

    Yes.  is run by our press team, mainly by myself. More personal #commschat -8:33 PM Jan 14th, 2013

  

 Another stat (source: Twitter): 85% of our 79,250 followers are male. This is higher than our season ticket gender split#commschat -8:33 PM Jan 14th, 2013

  

 RT : In terms of crisis mgmt, would be interested to hear what other clubs do with SM training, esp for youth players #commschat -8:33 PM Jan 14th, 2013

  

  Yes, I would say so but with v. clear guidelines/boundaries. Can find holding position before senior approval #commschat -8:33 PM Jan 14th, 2013

  

   Definitely. And PR. And customer service. And community management. #commschat -8:33 PM Jan 14th, 2013

  

  YouTube tends to be answer for searchers, club could control the content, enhance user exp, increase repeat visits#commschat -8:32 PM Jan 14th, 2013

  

   In what sense?#commschat -8:32 PM Jan 14th, 2013

  

     is all your social media work done in-house? Or do you have agency support? #commschat -8:32 PM Jan 14th, 2013

  

  In terms of crisis mgmt, would be interested to hear what other clubs do with SM training, esp. for youth players #commschat -8:32 PM Jan 14th, 2013

  

  Major sports events can be catalysts to get people playing/watching/coaching sports. Social media great outreach tool. #commschat -8:32 PM Jan 14th, 2013

  

  Can responsibility ever be handed to employees below senior management? #commschat -8:31 PM Jan 14th, 2013

  

  Plenty. My loyal club, Reading, miss massive opportunities. Too many journalists run these accounts, not communicators #commschat -8:31 PM Jan 14th, 2013

  

 RT  nearly 25,000 people follow  from outside the UK #commschat -8:31 PM Jan 14th, 2013

  

  sorry for bombarding! Any plans for using archive footage across the website & social media more extensively?#commschat -8:30 PM Jan 14th, 2013

  

 For those interested in SM/football, look at exchange between Joey Barton & Dietmar Hamman just now as how it can spiral quickly #commschat -8:30 PM Jan 14th, 2013

  

    Still primarily a business needing customers #62quid #commschat -8:30 PM Jan 14th, 2013

  

  Hi Tim, nearly 25,000 people follow from outside the UK #commschat -8:30 PM Jan 14th, 2013

  

  …for nearly twelve years now and am part of the senior management, so approval process is at my level anyway 🙂 #commschat -8:29 PM Jan 14th, 2013

  

 The media team at NCFC takes responsibility for what is tweeted from . We have to judge what’s right and what works #commschat -8:29 PM Jan 14th, 2013

  

   the problem is players and owners come and go. The fans are the one constant #commschat -8:29 PM Jan 14th, 2013