The Do's and Don'ts of Social Media Communication

The Do's and Don'ts of Social Media Communication

Social media has been global communication tool for a few years now and has grown to a scale where not many would have predicted the sheer size and volume in which it has consumed us the public...yet it can be used with great effect.

For brands, the freedom of expression that social media allows can be something of a blessing or a curse. It’s great when consumers follow what you are doing - like/retweet/engage and generally act positively towards you. However it’s not so great when you have to defend your name and/or actions in the world of social media. Social media is a powerful tool, so put a foot wrong can be a recipe for setting yourself up for a customer backlash and maybe even a media storm.

Most brands have adopted some sort of ‘crisis’ communication strategy to have a ready for such emergencies. Gone are the days which companies had 24 hours to come up with a crisis response. Thanks to social media, the reality is now that catastrophic events need to be dealt with in real-time or else run risk of rumours spreading.

Not that coming up with a ‘crisis’ communication strategy is an easy or straightforward task...but here is a quick run down of some do’s and dont’s of communication in this age of social media immediacy.

• Do – remain calm under pressure;

Every week some sort of celebrity scandal will hit the tabloids and invariably said celebrity would be associated with a brand(s)...the brand then has a decision to make, to either do the normal knee jerk reaction and sever all ties or wait for all the facts to become crystal clear before making a decision.

• Don’t – take your eye off the ball;

Knee-jerk reactions aren’t always the best way to deal with is to do nothing at all, which can be equally damaging as a brand. Always try to keep ahead of the game and know what is going on within your company.

• Do – take responsibility for what you post on social media;

In this day and age, social media is a 24/7 thing, meaning that the majority of people will have access to the work social media account as well as their personal ones on their phones/tablets etc. This can sometimes lead to the unfortunate circumstance when something is posted which is markedly ‘off-brand’. A quick delete seems like the easiest option – but there is always someone there ready to screenshot that mistake. By speaking openly about it and admitting to the mistake it can go a long way to rectifying the situation.

• Don’t – Talk “at” your audience

Without listening and responding to them, this could undermine their trust in the company as a whole. Customers need to be talked ‘with’ not ‘at’.

• Do - accept that social media is a viable, permanent and efficient way to communicate, and embrace it as part of your company DNA.

• Don’t – Ignore comments;

It is vital to engage with your customers. No engagement can make them feel you don’t care. It all comes back to customer service. You should use this an opportunity to interact with your followers and show them how you deal with situations – both good and bad.

To find out more on Social Media Marketing listen to our podcast on the 'Benefits of Social Media Marketing' and other marketing topics please click here

Email Marketing Statistics

When it comes to Marketing statistics few companies do as much research as Hubspot. So when we looked to find the most in depth stats on Email Marketing, we went turned to them. See below for informative stats to help you understand how your customers may respond to email marketing and a few tips on how to make your campaigns more successful.

Click through Rate:

  • 54% of marketers say increasing engagement rate is their top email marketing priority. (Ascend2, 2016)
  • 11 a.m. ET has the highest click through rate for email sends. (HubSpot, 2015)
  • 15% of marketers surveyed say their company still does not regularly review email opens and clicks; only 23% say they have integrated their website and emails to track what happens after a click. (MarketingProfs, 2016)
  • Email notifications about abandoned carts have a 40.5% open rate. (eMarketer, 2015)
  • As the number of images in an email increases, the clickthrough rate of the email tends to decrease. (HubSpot, 2014)

Email Copy:

  • 64% of people prefer rich text emails. (HubSpot, 2014)
  • One-third of millennial workers are comfortable using emojis to communicate with a direct manager or senior executive. (Adobe, 2015)
  • Email subject lines that include the words "thank you" have the highest above-average engagement levels. (Adestra, 2015)
  • Nearly half (47%) of marketers say they sometimes test alternate subject lines to optimize email performance. (Marketing Profs, 2016)
  • Emails that included the first name of the recipient in their subject line had higher click through rates than emails that did not. (HubSpot, 2014)
  • The open rate for emails with a personalized message was 17.6%, compared to 11.4% without personalization. (Statista, 2014)

Email Segmentation:

  • 42% of marketers do not send targeted email messages; only 4% use layered targeting. (Marketing Profs, 2016)
  • 83% of companies use at least basic segmentation for their emails. (Econsultancy, 2016)
  • The ability to segment email lists and individualize email campaign messaging are the most effective personalization tactics for 51% and 50% of marketing influencers respectively. (Ascend2, 2016)
  • Segmented and targeted emails generate 58% of all revenue. (The Direct Marketing Association, 2015)

Email Usage:

  • Three-quarters of companies agree that email offers "excellent" to "good" ROI. (Econsultancy, 2016)
  • Email use worldwide will top 3 billion users by 2020. (The Radicati Group, 2016)
  • Gmail has 1 billion active users worldwide. (Statista, 2016)
  • 66% of unsubscribes occur between 5 and 10 p.m. (Tomasz Tunguz, 2015)
  • 86% of consumers would like to receive promotional emails from companies they do business with at least monthly, and 15% would like to get them daily. (Statista, 2015)
  • 51% of marketers say enriching contact data quality is their most significant barrier to achieving email marketing success. (Ascend2, 2016)
  • 86% of professionals prefer to use email when communicating for business purposes. (HubSpot, 2017)
  • 78% of consumers have unsubscribed from emails because a brand was sending too many emails. (HubSpot, 2016)
  • Mobile Email Two-thirds of emails are read on either smart phones or tablets. (Marketing Land, 2015)
  • Outside of work, Americans most commonly check their email while watching TV (70%), from bed (52%), on vacation (50%), while on the phone (43%), from the bathroom (42%), and even while driving (18%). (Adobe, 2015)
  • 75% of Gmail users access their accounts on mobile devices. (TechCrunch, 2015)
  • 48% of emails are opened on a smartphone. (Movable Ink, 2015)
  • 41% of emails are opened on an iPhone. (Movable Ink, 2015)

If you feel your email marketing campaigns are under performing,


to have a member of our team reach out to you. 




7 of the Best Street Food Places in London You Must Try!

1.Sud Italia- @sud_italia 










Standout Review: "Possibly the best neapolitan pizza I've had in London"

Where: Horner Square London

2.Sub cult- @subcultsubs








Standout Review: "Nothing less than five stars, as the subs are amazing! These guys' passion for food and great taste really comes through in every sub combination they offer! We tried the Sloppy Sub and the Subterranean and can really recommend both."

Where: Maltby Street (Sundays), Broadgate Circle (Wednesday), Leather Lane (Thursday & Friday) & Brockley Market (Saturday)

3. Jamon Jamon- @jamonjamon 













Standout Review: "There's a lot of great street food at Portobello Road market, but I think Jamon Jamon just edges out the competition - the Valencian paella, with chicken, is great - moist, full of flavour and really filling."

Where: Portobello Rd

4.Bhangra Burger- @BabaGfood











Standout Review: "Insanely good lamb burger!"

Where: Brixton Station Rd & Chalk Farm Rd

5.Pizza Pilgrims- @pizzapilgrims














Standout Review: "Absolutely brilliant. Best pizza in soho, guaranteed"

Where: Berwick Street Market

6.Engine Hotdogs- @EngineHotdogs









Standout Review: "DELICIOUS hotdogs"

Where: Kerb Markets Accross London

7.Kimchinary- @kimchinary











Standout Review: "Say what you want but they have the best burrito in London!"

Where: Kerb's West India Quay Market


We couldn't list all of them so let us know in the comments section if there is anyone else out there that does amazing street food!





5 Things to Experience During Your Annual Leave

If you are planning to book some time of work and are wondering what you should do with all that time. We have outlined 5 cool things you may want to try out. They are in no particular order because they are all awesome. Some are in the UK most aren’t, choose your pick.

  1. France Fragrance Tour

If you love smelling great  and desperately want to relieve yourself from the hot, stuffy and smelly commute to work on the train in the morning, then this fragrance tour in France is just what you need.  Not only will you find out what goes into these fantastic perfumes but you will also be armed with knowledge about the history of perfumery which you can boast about to your friends on your return. You may even get the opportunity to meet the makers behind some famous brands. For just £21 for the whole tour it’s a steal.

  1. Paddle through Dublin

If you’d like something a bit closer to home then have a look at this. For just £54 per head you can paddle through some of Irelands most iconic landmarks like the Ha’Penny Bridge. After a quick safety briefing you will be let loose to paddle freely as your heart desires.

  1. Barcelona Highlights on a Sidecar

Do you fancy a bit more of a thrill? Then this motorcycle sidecar ride exploring the best of Barcelona might be what you are looking for. At £48 you’ll get a brilliant tour guide who will explain the history and culture while relaxing in your sidecar looking at the beautiful scenery.

  1. Surfing in Japan

If you are a bit more energetic and want to do something a bit more wild. Than look no further because surfing in Japan will get your heart pumping like there’s no tomorrow. What you get for the money (£57) is nothing compared to the thrill you will experience. After all the boring safety stuff is out the way, you will get a few warm up sessions before you can head out to the wild waves and have your way with them.

  1. Experience Coffee like Never Before

Are you a coffee lover? Can’t live without your fix in the morning. This is Another one closer to home for you UK folks. Then sit tight because this coffee tour is perfect for you. With coffee beans fresh from Kenya you can experience the real thing in Kingston, London. You will even get the chance to roast and brew own coffee before taking some home to try. The best thing is you will take away some skills so you can taste the Kenyan experience every day when sipping your morning coffee.


There are obviously a lot more you can do but we would be here all day. This is just Coretium's favourite 5!


All of the above can be found over at