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A blog for social media communicators at MIT

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Validation as Part of Social Media Customer Service

By Stephanie Hatch Leishman March 24, 2014

While many universities and their departments jump right into broadcasting their message via social, many pause before starting to use social networks for customer service. They know it will be much more difficult to use social in this way. Why? Because producing one-way content is easier than dealing with a two-way...

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Quora: How Ashton Kutcher, Joi Ito, and Drew Houston Respond

By Stephanie Hatch Leishman August 16, 2013

Ashton Kutcher and Joi Ito Jobs, the movie about Steve Jobs, hits theaters today. People are wondering how well Ashton Kutcher plays the lead role, and this question showed up on Quora: "How did Ashton Kutcher prepare for his role as Steve Jobs in the new movie Jobs?" Although the question was asked in the third...

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Sharpen Your Social Media Savvy in 60 Minutes per Week… Or Shorter

By Bruce Mendelsohn April 2, 2013

Using Social Media to Sustain and Strengthen Your Program Relationships Social media interaction and engagement is about more than the tactics or tools. Experts agree that one of the most effective uses of social media is to build and deepen relationships with customers, and I use that mantra to guide my social media...

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Does Your Department Take the 'Social' Out of Social Media?

By Stephanie Hatch Leishman May 9, 2012

It's easy to get so overwhelmed with the communications tasks of a department, such as writing, pushing content out, and posting online, that we start to treat social media the same as traditional media: write, print/post, distribute. However, social media is, well, social. Don't forget that your department's...

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The DND Rule

By Stephanie Hatch Leishman February 28, 2012

One book I have enjoyed using as a reference is Likeable Social Media by Dave Kerpen, CEO of Likeable Media. In his book, he defines the Do-Not-Delete Rule. He states, "the do-not-delete (DND) rule states that unless a comment is obscene, profane, bigoted, or contains someone's personal and private information, never...

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