5 reasons Ricky Gervais is a social media genius.

Ricky Gervais (@rickygervais on Twitter), is known for being irritating, funny, and extremely intelligent, when he isn't playing pranks on bald Mancunians with spherical shaped heads.

On Twitter, he is at his opinionated and egotistical best. But it is genius, and he knows exactly what he is doing. Brands can learn a lot from the way he uses social media because he just gets it.

Allow me to explain.

1)     He is human. Some influential brands and figures on social media use it primarily as a marketing tool and to plug and promote their latest product. Sure, Gervais does this too. But fundamentally, he uses Twitter in the same way as the everyday person would. People can relate to  him because he shows he is human, not just another celebrity trying to flog their autobiography or whatever it is they delude themselves into thinking we want to buy.

2)     He has personality. This kind of links in to the above point, but is slightly different. An important part of a social media strategy is to get the tone of voice right. Obviously, on this occasion the tone of voice is his natural use of the platform, but he shows a unique side to his personality. An example for you: one minute, he is boasting that he’s just going to “pop to L.A,” and posts a selfie of himself clutching a glass of expensive champagne on his private jet. The next Tweet, he’ll be promoting animal welfare charities. Between all that, he'll post one of his infamous “bath pics.” More on those later. My point is, individually, he probably wouldn't get away with doing any single one of these and would chase away all but the most committed of his fans because they’d get sick of it. But he can get away with it because he’s honest, he’s refreshingly blunt, and he simply doesn't care about offending people in a way that causes no harm. People love that.

3)     He knows his audience. This is probably the biggest point. He knows what kind of people follow him. He knows what they want to see, what he can get away with. He also knows what will provoke the most reaction. Have you seen his incessant comments about religion? He knows exactly what he’s doing. He probably does feel that strongly about religion, but his primary reason for it is for a) his own entertainment when he gets abuse and b) because he knows it will induce engagement, which is exactly what he wants.

4)     He engages with his audience. This is something so many influential Twitter users get wrong. If you click on his profile, you will see so many replies to his fans, even if they are simple smiley faces or him saying “cheers” for a compliment about one of his tv shows. People appreciate that. He understands that people will follow if they think they can engage with him. It shows he “listens,” so to speak, and people will flock to someone who pays attention to them.

5)     His content is unique. He posts a lot of stuff on Twitter that a lot of celebrities wouldn't dare or dream of doing. The most obvious instance of this is the bath pic that he posts on a scarily regular basis. For those who haven’t seen these, I’m not going to try and explain. I just suggest you check out his photos on Twitter…or use the hashtag #bathpic…but I’m not responsible for any eye burning, or mental scars that may be incurred by doing so.

As well as this, his awareness of what people want from him is outstanding. He might plug his latest movie or tv show, but he also entertains on Twitter in a unique fashion. For example, he brought David Brent back for a series of Youtube videos where the famous figure from “The Office” teaches the audience the guitar (although there’s not really any teaching involved). People were all over this, and it has led to David Brent performing around the country. He used those videos, I believe, as market research to see if it could work. It’s a genius stroke, and he must be feeling very good about himself.

It is fair to say that Ricky Gervais gets Twitter. He understands it, and uses it to the best effect he can. This is why he won a “lifetime achievement” at the Shorty Awards. Even he found it amusing that he was awarded this within a few months of being on Twitter. I’m a fan of Gervais, I loathe him, but most of all, I admire his genius use of his online space.

Progress, progress and more progress.

What I am about to say will not shock you. 

I love it here at West Midlands Fire Service.

I have reiterated this point over the course of this blog, and I want to do it again right now.

A lot of these posts have been about social media in general, my views of things going on and stuff like that. So, I thought it was about time I caught up with you all about what is actually going on.

If you haven’t read my good friend and colleague Jess’ blog yet, I suggest you check it out here. It’s a great read and provides a fresh perspective of what happens here at HQ!

It seems insane that we have been more than a month already. It feels like only yesterday that I was getting lost on the short (and, in fairness, extremely simple) walk between Duddeston Station and the fire service’s headquarters here on Vauxhall Road.

I was confident at that point that this was the right decision for both my personal life and my career, and I am happy to say my confidence was founded upon sound logic. I have loved every minute and still look forward to getting in every morning! A lot of people have that feeling for the first couple of weeks and then lose it as they settle in, but I still get excited every morning (even though my energy is usually lacking! I’m not a morning person).

I wanted this post to be a balanced point of view, and be able to say “well, this could be better.” The simple fact is though, this job is perfect for what I want.

I have always wanted a job with variety, the chance to get away from my desk every now and then, and most importantly, a great team who make the day enjoyable. This is exactly what I have been given with this role.

I consider myself extremely fortunate to be given this opportunity (not least because of the sheer volume of applicants for The Juice Academy’s course). Already I can feel myself being more clued up about how to make the most of social media for my business.

So, what have we been doing?

Well, as I have already said, we don’t spend the whole day at our desk. There are a number of days where we have been out covering events for both Twitter and our #smavlog. We have also been around the building in different departments, finding out more about what the fire service do, which has been a valuable experience.

 Jess even had the fantastic chance to spend a day with White Watch at Aston fire station to see what they do on a day to day basis, in the first of many #SMAdays. 

 The most important thing for me is that I have been given the chance to develop into someone who doesn’t just “do a job,” but into someone who can be a valuable asset to any company.

Our line managers are not content with us using our strengths to complete tasks to the best of our ability. They are keen for us to use each other to learn and develop the skills we are less adept at in order to make us well rounded and more capable individuals.

This is why I am more than content with my current position in life. I look forward to work, I look forward to home and most of all? I look forward to, and I am very excited about, my future career.

The standard response.

“We’re sorry to hear this. Please call this number and they will try to help.”

I think we’ve all received one of them on social media at some point, haven’t we? When we’re not happy about a service we have received, it seems like a natural reaction (these days, anyway), to take to Twitter and rant about it.

Or maybe that’s just me.

I don’t know about anyone else, but when I make a complaint, I want the person listening to my irritating whinging to care, or at least to PRETEND to care. So when I get the reply “we’re sorry to hear this,” it actually makes me feel even more contemptuous toward that company.

Here’s my problem:

-        I KNOW that this is sent to EVERYONE who makes a complaint. That makes me feel like my complaint has not been digested by the company as a problem. It feels like I am a number, not a valued user of their product or service.

-        They make no effort to try and solve the problem. Sure, they probably have a separate customer services department. But social media officers have, in effect, a customer service role. In that sense, they should at least try to appease me until the issue is processed by the relevant department, right?

It looks like some companies who use social media well still even send it. For example, Aldi tend to do very well with what they do on Twitter. They run regular competitions, use current trends and hashtags to maximise their reach, and when they engage with their followers, they do it well. But, then you see this:

Sigh.

It just grates on me. The great thing about social media is that it is ideal for building relationships with your customers. Is that really what is going to work? Do they really think that people are going to appreciate being sent a copied and pasted response?

How about this then?

THIS is more like it. Even if the sympathy shown is false, at least an effort is made. The person who responded to the complaint is trying to sort it out rather than palm it off on someone else, which is always good to see.

I just think companies have a responsibility to respond to complaints in the right way. At the moment it seems like little effort is made and that the managers of social media simply don’t care. The tweet above is what, personally, I would like to see more of.

Do you have any negative experiences of customer service on social media? Let me know in the comments section below!

Moving Out, Moving On...

It’s been a pretty hectic weekend. I have finally moved out of the Coventry Foyer, which is the supported housing I have been staying in for the last nine months.

It was a fantastic day for me, not only because it’s the beginning of a new chapter in my life, but also because I have now already fulfilled two of my goals for 2014!

I am extremely goal orientated. Whenever I set myself an objective, I expect myself, and put pressure on myself, to achieve it. So to already have successfully completed two them (the first being to find a job) in the first quarter of the year, makes me very excited at the prospect of what is achievable in this 12 months.

I’m actually in trouble with the Foyer for posting a tweet a few weeks ago. I expressed my opinion about the Midland Heart takeover and they weren't impressed. The tweet (seen here) was nothing defamatory, abusive or unprofessional, yet I've been called in to apparently explain myself.

I'm tempted to go into a rant here. But I will restrain myself, for your benefit. Suffice it to say that moving out of there is a very positive move for me.

In any case, since this post is about moving on, it’s probably about time I do so!

Today marks a month since I started here at West Midlands Fire Service. I'm extremely happy with the way it’s going; it has surpassed even my expectations.

The best thing about working here is the working environment. In my previous work experience at a housing association, which I have mentioned briefly in previous posts, the atmosphere in the office was negative and tense, meaning every day felt like a month (helped by having nothing to do every day of course).

But here – we have a laugh at every opportunity, and we talk as well as work. This offers the chance to be ourselves, rather than just employees. I only recently discovered this more confident and outgoing version of me, and I welcome being able to flex that whenever I can. It’s fun to be at work, which, in my opinion, is as important as the job satisfaction itself.

Yesterday marked a new and exciting chapter in my life. As mentioned in the previous post, I have been through some trials and tribulations over the past year, and to be able to officially say I am back on my feet fills me with a fierce pride usually reserved for Oscar-winners and Olympic gold medallists. Slight exaggeration but you get the idea.

I am lucky enough to get to start again. This apprenticeship with West Midlands Fire Service is a springboard for me and I intend to jump onto it as hard as I possibly can – and who knows? Maybe pull off a couple of fancy looking twists and flips on the way into the pool that is my career.