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Dear GiGi: I am the COO for a group of restaurants in the Northeast. Recently, one of our franchises experienced a period of sub-par customer service due to employees who have since been removed. Unfortunately, their actions continue to have an effect because of the negative comments we received on restaurant review websites, threatening our entire brand. What should we do from here?

 May 13, 2014

Dear Anonymous – Social media can sometimes seem like more of a menace than a useful tool. However it is important to understand what the greatest qualities of the various platforms are and to take advantage of them to address issues like this. Social media platforms were developed for, and thrive off of the interactions […]

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Dear GiGi, We run a relatively new non-profit organization focused on scientific research to cure a rare disease. We are very excited to be funding our first research projects. Any thoughts as to how we can get the best bang for our (very little) buck in terms of announcing the news?

 June 1, 2012

Congratulations on securing funding for your first research projects! I’ll lay out a few ways in which you can hopefully get traction from the announcement. 1. Identify your target audiences. It’s crucial that you’re constantly aware of whom you’re trying to reach. This will save you the effort of blasting news to a diffuse audience […]

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Dear GiGi: There have been so many blunders involving social media lately. Is there an example of someone who has done it right?

 March 18, 2011

Dear Ann, A social media strategy is an important component of many public relations campaigns, and it’s also often critical in crisis response. (Or it can be part of a personal meltdown, see #winning). But as you suggest, social media is frequently mishandled! One recent and particularly good use of social media was the American […]

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