Ten days ago I was in Melbourne getting ready to walk on stage at ConnectingUp’s annual conference to deliver the closing keynote. Delegates had spent three days learning how to ‘’Transform” their organisations using technology and best-practice.

It’s been ten years, 163,346 tweets and 10,341 followers since I joined Twitter.

One of the biggest challenges CEOs and other business leaders tell me is that their workforce is not as engaged as they would like them to be.

CEOs and leaders who don’t have a digital and/or social media presence are missing out on so many opportunities for themselves and for their organisations.

Did you know there are nine separate ways you can communicate with your members? Most associations use the obvious – email, face-to-face and mail. A few more use phone, social media and video. Very few use audio, sending gifts and chatbots.

I was in Melbourne over the weekend to facilitate a workshop with an association Board, to help them better understand how to communicate and engage with their members, and the role social media could play. My brief included helping them identify how they can individually provide ongoing support to the marketing communications team by using their personal social media accounts.

Social media, when used properly, is an excellent way to engage with your members. Facebook specialist Mari Smith said it best: “Content is king but engagement is queen, and the lady rules the house.”

I’m often asked by associations how can social media help me achieve my membership goals?

Yesterday I had the absolute pleasure of being in an audience listening to the impressive Gary Vaynerchuk – the man known to many as @GaryVee.

There are many skills you need to be a successful social media manager. One of those is knowing how to think strategically. Early in my career it used to really frustrate me when I heard the phrase “you need to think more strategically”, but the people telling me this couldn’t (or wouldn’t) clearly explain what they meant or how I could do that!

“It won’t work.”

“Why not?”

“We’ve never done it that way, it won’t work.”

The latest research shows that 79% of Australians use social media. If your association isn’t using at least one social media platform to engage with members and potential members, you are missing out on a lot of opportunities.

“The single biggest problem in communication is the illusion it has taken place.” George Bernard Shaw

In a recent workshop for a client, I was asked how they could use social media to increase their customer base, and generate more positive word of mouth marketing.

Yesterday I was part of a brief twitter conversation talking about brands that do twitter well – @telstra, @qantas, @virginamerica, @auspost were all mentioned.

My last post looked at whether uni students should be using twitter. It’s a massively resounding yes from me in case you haven’t read the post.

Someone the other day was asking if uni students should be using twitter.

It’s rare I publicly name and shame about poor customer service on social media, but I know many others don’t share my view. I read an absolute ripper of a brand rant on Facebook yesterday! Disappointingly (for me!) it has now disappeared. It was truly excellent writing!

I’ve been a bit miffed at a few organisations lately because they have been ignoring me. Not returning phone calls. Ignoring emails. Pretending not to see my tweets.

I first wrote this post back in July 2011, for my old marketing blog. Given Lady Gaga’s stupendous performance at the Academy Awards earlier this week, I have been inspired to dig it out and repost, with an update or two.