Diversity, Inclusion and Communications at UFV

Protestors at JFK airpot January 30, 2017
Photo: Flickr Creative Commons / Beverly Yuen Thompson

In the past weeks, post-secondary institutions, academic associations and other have been having discussions about political actions south of the border that threaten the free flow of ideas and block social justice initiatives related to immigrants and refugees whose countries of origin are places where Islam is the majority religion. Many of these organizations, including International Society for Media and Communication Research and the Federation for Humanities and Social Sciences have made public statements condemning the executive orders that have resulted in fear and uncertainty for students, faculty, researchers and others who are effected by them.

Here at the University of the Fraser Valley we acclaim three strategic directions, the first of which proclaims that the university will strive to “provide the best undergraduate education in Canada” and promises to provide an environment that:

  • is inclusive, welcoming, and engaging for all;
  • embraces diversity, supports cross-cultural exchange, and promotes the respectful debate of ideas and views;
  • involves students in governance and decision-making; and
  • offers vibrant campus experiences supporting social, intellectual, and personal development.

In the current atmosphere it will be helpful for all of us who work and study here to keep these ideals in mind.

A few days ago the Canadian Communication Association also posted a statement and we re-post it here to remind ourselves of what our academic discipline is about.

Message from the Executive Committee of the Canadian Communication Association (CCA) regarding the Executive Order issued by the US President Donald Trump on 27 January 2017

The Canadian Communication Association (CCA) stands in solidarity with those calling for the annulment of US President Donald Trump’s January 27, 2017 Executive Order, limiting entry into the United States for citizens, legal immigrants, travelers, and refugees. The CCA is Canada’s leading scholarly association for academics and other researchers working in media and communication studies, journalism, and cultural studies (http://www.acc-cca.ca). We are deeply troubled by this action and view it as running counter to the respect of human values, fomenting racial and religious intolerance, and damaging lives. CCA recognises that the ban likewise adversely and inequitably affects our peers. Some fellow scholars will not be able to attend conferences because of their citizenship, possibly their social media activities, or simply because they no longer feel safe crossing the border. As a domestic association with international membership we join our colleagues from academic communities across the world in denouncing this order.
We invite our members to sign the online petition of Academics Against Immigration Executive Order at https://notoimmigrationban.com/
The Executive Committee of the Canadian Communication Association
Daniel J. Paré, President and Interim Treasurer, University of Ottawa
Mary Francoli, Vice President, Carleton University
Mél Hogan, Secretary, University of Calgary
Sibo Chen, Student Representative, Simon Fraser University
Enda Brophy, Member at Large, Simon Fraser University
Nadège Broustau, Member at Large, Université du Québec à Montréal
Fenwick McKelvey, Member at Large, Concordia University
Jaqueline McLeod Rogers, Member at Large, University of Winnipeg
Christine Quail, Member at Large, McMaster University
Nathan Rambukkana, Member at Large, Wilfrid Laurier University
Gregory Taylor, Member at Large, University of Calgary
Andrea Zeffiro, Member at Large, McMaster University

Teaching exchange at UFV India

One of the University of the Fraser Valley’s most under-advertised achievements is its thriving campus in Chandigarh, India. Now operating for over a decade, UFV delivers its Bachelor of Business Administration (BBA), Bachelor of Computer Information Systems (BCIS), and, starting in September, Bachelor of Arts (BA) programs, to students from all over India.

UFV India is mostly run by staff and faculty from India, but some key positions are led by faculty and staff from Canada who travel back and forth to oversee the operations of the campus. Canadian faculty also have the opportunity to travel to Chandigarh to teach courses on that campus, too.

Having now been a part of that faculty exchange during the Fall 2016 semester, I believe that teaching at UFV Chandigarh was a professional and academic experience that will positively shape my career forever.

As an avid traveller and as somebody who never had the chance to study abroad as a student (but always wished he’d been able to), going to Chandigarh for a semester was an exciting opportunity. The teaching exchange presents challenges and new experiences professionally and academically, and culturally, as well.

Most appetizing to me, personally, I was looking forward to immersing myself in a culture other than my own and to traveling in a part of the world I’d yet to explore. As faculty at UFV India, I was immediately included in a wide variety of cultural events, from Diwali celebrations and other festivals, to sharing meals with my colleagues and even with the family of one of my students. With my wife joining me on the trip, we were able to visit historic ruins and monuments, sacred temples, bustling urban environments, and unique wilderness areas, all of which enriched our experience in India.

Ambitiously, we added quite a bit of recreational travelling to our itinerary and, in addition to exploring several places in northern India, we also spent a week in southern India, a week in Maldives, and four days in Dubai. Some of our travels were facilitated by our colleagues at UFV India, a group upon whom I can only heap more praise.

Indeed, the greatest joy of being a visiting faculty member was working with this tightly-knit group of dedicated professionals. They really rolled out the red carpet for us on every occasion and made the experience of teaching abroad as positive as possible.

We were included in other professional opportunities while there, as well, such as getting involved in student recruitment by visiting local high schools and collaborating on new projects and efforts to improve the educational offerings at the campus.

Of course, one of the key areas of learning for me, personally, was going to be the actual experience of teaching in an Indian classroom.

The traditional Indian classroom is far, far different from many of today’s North American classrooms. For example, students are not used to working in groups or being challenged to figure out potential answers to questions or problems. Instead, they are more familiar with the old-fashioned British system of rote learning wherein the professor lectures without much engagement from students.

Classroom composition is different in obvious ways (100% of my students were born in India and spoke English as a second), but also in less obvious ways, too. For example, UFV India’s classes run on a cohort model, so every student in the class is in the same part of their academic journey. There are no senior students in the classroom to serve as role models or to lead in terms of behavioural cues. There are no mature students, either; every student is coming straight out of high school and only 2-3% have any job experience (outside of a family business). As such, everything that’s being taught is theoretical, as they have not had a chance to apply the skills being taught in a professional capacity. Equally, they have no experience with professional etiquette or accountability, which must be reinforced by instructors more vociferously.

Unfortunately, understanding of plagiarism and academic honesty are not well taught in most Indian high schools, so more emphasis needs to be placed on why citations are necessary, how to do them, what constitutes plagiarism and academic dishonesty, and how to avoid it in one’s own work.

All of these new-to-me traits of the classroom environment posed challenges, but also opportunities to adapt.

Finding ways to encourage student leadership and risk-taking in the classroom takes more patience and determination. Understanding which group activities will work and when student-led activity is possible takes trial and error and then careful consideration to get right. The need to build a positive rapport with students is paramount, as they must trust your goodwill in adapting to their needs, as you trust their goodwill in adapting to your own teaching style.

Happily, when students do start to embrace group work, student-led learning, peer feedback, and more dynamic learning structures, they do gain a lot from the more engaging learning environment.

UFV is unique in offering a western education in India with both opportunities to transfer to UFV Canada or to finish the degree in Chandigarh. The exceptional quality of education offered is an incredible benefit and opportunity to those students.

That UFV has a campus in Chandigarh offers an extraordinary opportunity for academic, professional, and cultural exchange for both faculty and students in both countries, as students from Canada do sometimes study in India (they are, after all, taking the exact same courses that they would take in Canada) and Indian faculty have, on occasion, come to UFV Canada.

These exchanges are exceptional and will be a highlight in the career of anybody who is able to pursue the opportunity; I recommend it highly.

25 Reasons Why Our Students Tweet

As many people do, I have a love hate relationship with Twitter (and other social media platforms – no lie). I resisted Twitter for the longest of all the major social sites. I thought it was infantile, a waste of time, just one more thing that I didn’t have time for, and a few other groans. I don’t NOT think those things anymore but given that I needed to be well versed in the world of social media as an applied communications instructor, I thought I better get on board and up to speed.

As I began to talk to others about whether or not they used Twitter, I found the same kind of feelings and responses, which puzzled me because obviously somebody (lots of somebodys) were enamored, diligent, and had expertise in using 140 characters to accomplish some kind of goal. I eventually came up with a few reasons of my own to stick with the platform, but I wanted to find out from post-secondary students their reasons for using this particular medium.

Here is what they said in no particular order (with a few of mine thrown in). By the way, the list includes thoughts about use of #hashtags and @handles in messages as well. The examples are theirs 🙂

  • Short updates on daily life for self image
  • Follow particular interests
  • Interact with specific personalities (more likely than other SM to get a response)
  • Be in touch with priority info (road closures, missing people, etc)
  • Learn of updates to other social media, links from specific users/personalities
  • Get news headlines
  • Engage with opinion leaders from your career field (i.e. business)
  • Find out what is going on in a particular location/friends (i.e. free food for students)
  • Follow reactions to big events live
  • Follow events in real time (sports, the Oscars…)
  • Mark/remember items to go back to
  • Create connections between ideas on a certain topic
  • Collect items to see full picture of event/topic
  • Create engagement/personal connection
  • Generate interest in business or topic
  • Bring awareness to situations/events
  • Create trends
  • Know what is trending
  • Post script that explain your purpose for a particular post (image, silly stuff, jokes, games)
  • Make sure specific person sees a particular item
  • To spread the word about an idea, business, event…
  • Create connection among your followers
  • Know what is going on around the globe
  • Connect to other members of an organization involved in
  • Because it has great versatility on a smart phone

Wow – now that is a great brainstorming session. What are your uses?

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Dr. Marcella LaFever (University of New Mexico, 2005) is an Associate Professor in the Communications Department at the University of the Fraser Valley. She specializes in intercultural communication and brings that expertise to various subjects such as communication for workplace, instruction, social media, team and public speaking contexts.

“Celebrate our successes”: Samantha Pattridge wins UFV’s first Inspirational Leadership Award

Perhaps the most commonly repeated mantra of the Communications department at UFV is that we need to “celebrate our successes,” but that’s a relatively new refrain. In the past, our department would often reach milestones or make significant accomplishments in relative quiet, representing missed opportunities to show how we were using new and innovative teaching practices or making major contributions to the broader institution. When asked to report about our activities, we made but passing mention of these achievements. Today, the department is putting a greater emphasis on celebrating those achievements and showcasing the work we’re doing. That shift in behaviour is largely the result of the leadership of our department head, Samantha Pattridge, who will be UFV’s first recipient of its Inspirational Leadership Award.

According to UFV’s award criteria, nominees for this award model the highest standards of professionalism and integrity, lead by example and through encouragement and inspiration for the benefit of others, promote respect and fairness, facilitate dialogue and collaboration, energize those working with them, champion the work of others above their own, and demonstrate genuine care and support for the career and personal development of others. The person or group who wrote these criteria set the bar high, making the award all the more important and meaningful for the recipients.

In nominating Samantha, I felt that I was living the creed that she so encourages: celebrating success; Samantha’s leadership is most definitely a success story worth celebrating.

When Samantha became chair of the department, she made a point of reaching out to me, a sessional instructor with little meaningful connection to the department, and she invited me out for coffee. More than just a perfunctory introduction, Samantha looked to understand my teaching interests and where I could positively contribute at UFV. As time went on, she encouraged me to teach more courses, sit on committees, and participate in special teaching projects outside of the department; I’m even going to be teaching at our Chandigarh campus in India in the fall. This kind of inclusion, respect, and encouragement is truly admirable; Samantha’s leadership shows that promoting a positive culture results in positive outcomes.

In a supporting letter of nomination, colleague Linda Pardy wrote “Samantha is an advocate for students and faculty. She is a superlative instructor and takes a leadership role in sharing her expertise. She is always working hard and committed to making her department, the student experience, and UFV better…. She also demonstrates leadership by encouraging faculty to challenge themselves and to continuously learn and try new teaching and learning strategies.”

One of our former Communications department heads, Lynn Kirkland Harvey, was quick to point out examples of how Samantha had encouraged and motivated members of the department by delegating leadership roles, such as chairing the curriculum committee, and encouraging innovative new ideas, such as bringing a major keynote speaker, Terry O’Reilly, to UFV as an unique learning opportunity both for students and the community-at-large.

New to the Communications department, Kim Norman wrote that “In interacting with Samantha, and watching her skillful, sincere, and respectful interactions with others, I have learned she consistently models excellent leadership…. She’s an excellent listener, model collaborator, and impressively savvy when it comes to her departmental and institutional knowledge, the latter a sign of her contagious passion for her work and deep commitment to her workplace. I’ve been impressed, too, with Samantha’s ability to balance her responsibilities as department head and many other institutional commitments with her teaching and scholarship. As a role model for how to lead a balanced, productive, and meaningful professional life, Samantha is impressive and inspiring.”

The purpose of this blog post is simple: to live the mantra “celebrate our successes.” In winning UFV’s Inspirational Leadership Award, we celebrate Samantha’s success as a valued colleague at UFV.

Congratulations, Samantha, on winning this well-deserved award.

Evolution of the news: Do you rely on social media?

news imageGuest blog by Damian van Woerden

Social Media is becoming the new delivery service for news. People no longer want to wait for news, pay for news, or be told what news is important for them. Jeff Sonderman, a professor of digital journalism at Georgetown University, states that journalism on social media today is nearly equal to television news (Sonderman, 2012). He goes on to say that one third of adults under the age of 30 get their news from social media.

The big question now is: How do I get accurate and reliable news?

The answer varies depending on what you, as a news reader, are looking for in the news. Not all social media sites share the same types of news articles. In addition, with different forms of social media come different levels of reliability in news reporting.

News Types on Facebook
Image taken from: Anderson & Caumont, 2014

News on Facebook

Anderson and Caumont (2014) tell us that Facebook tends to have more articles surrounding entertainment and sports. Their research shows that many articles shared on Facebook are lengthy and cover topics that are designed to gain interest and ‘likes’. This style of marketing news information is done by making news bits appear in our news feed as full size articles (Anderson & Caumont, 2014). News articles are usually quite large and require the reader to scroll down a page. As a result, not very many Facebook users follow breaking news or developing news events. Facebook has developed instant articles to increase viewer ship and, as a result, increase revenue from advertising. The two big benefits of Facebook, however, are being able to comment on news pieces and reading the articles that are shared by people on your friends list. After all, information shared by our friends most likely will interest us as well.

Facebook and Twitter News Use Statistics Graph
Image from: Barthel, Shearer, Gottfried, & Mitchell, 2015

News via Twitter

People who read the news on Twitter view different content than those who follow news on Facebook (Barthel, Shearer, Gottfried, & Mitchell, 2015). Since twitter only allows 140 characters per post, news information is brief, to the point, and gets updated frequently. As a result, news followers on Twitter are more likely to follow breaking news and developing news events. This ability to get quick updates quickly allow followers to get highlights on complicated news stories, such as politics and/or international news (Barthel, Shearer, Gottfried, & Mitchell, 2015). Twitter developed a new app for cellphones called Twitter Moments. This app displays all the biggest and most important news information easily for anyone to use. While news may not be marketed to gain specific followers, journalists use Twitter as a way to connect fast with an audience and keep them up to date with important news.

Gleaning accurate news

As a news reader, I want to make sure I am reading the most reliable and most accurate information on an event. The most common suggestions to find accurate news are the following:
• Follow a journalist on social media
• “Like” and Follow a reputable news organization
• Read multiple news articles on the same event
• Do not repost information that may be faulty

By following these suggestions, you can be sure to glean the best and most accurate news from social media.

With social media taking over the production and distribution of news, the quality of information being presented will begin to decrease. For the regular news reader, the real questions relating to gleaning accurate news are now:

What role will social media play in news reporting in the next 5 years?
Will newspapers, or even TV, still be relevant?
Will they disappear or just adapt like radio did after the TV was developed?
How will this effect the quality of my news information?

References

Anderson, M., & Caumont, A. (2014, 24 September). How social media is reshaping news. Retrieved from http://www.pewresearch.org/fact-tank/2014/09/24/how-social-media-is-reshaping-news/

Barthel, M., Shearer, E., Gottfried, J., & Mitchell, A. (2015, July 14). The Evolving Role of News on Twitter and Facebook. Retrieved from http://www.journalism.org/2015/07/14/the-evolving-role-of-news-on-twitter-and-facebook/

Facebook brings “instant articles” to News Feed. (2013, May 12). The Verge YouTube Channel. Retrieved from https://www.youtube.com/watch?v=zPvGF5bO0xs

News [image]. Retrieved from https://encrypted-tbn1.gstatic.com/images?q=tbn:ANd9GcSkimkX8gAzzLaHINhT_z9AnF-TKHkQt04Gi8cLq_iJTep9btuc

Sonderman, J. (2012, September 27). One-third of adults under 30 get news on social networks now. Retrieved from http://www.poynter.org/2012/one-third-of-adults-under-30-get-news-on-social-networks-now/189776/

Twitter Moments wants to make following the news easy. (2015, October 2015). The Verge YouTube Channel. Retrieved from https://www.youtube.com/watch?v=ah3vW6tzUiE

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About the author:

Damian van Woerden @CanadianDamian is a student at the University of the Fraser Valley studying Media and Communications as well as Criminology and Criminal Justice. He enjoys studying the effects of television and the role of news media in society. His goal is to graduate by January 2017 with a Bachelors of Arts degree and to find a full-time job in law enforcement.

#InstaAds: The Growing Form of Sponsored Advertisements

Guest post by Remington Fioraso

Advertisements are seen everywhere within the context of our daily lives. Whether it be on clothing, buses, billboards, television, print media, radio, or online media, it seems that we are unable to escape being marketed to. When looking into the realm of social media, advertising is very prominent. When previewing feeds on Twitter and Facebook, the user is bombarded with constant advertising. The social media platform Instagram is no different. The social media application focuses on visual content in the form of photos and videos leading to it being a potential marketing tool for organizations. What led to the emergence of Instagram as a means of promotion for organizations? Is it worth it for organizations to implement Instagram in their marketing strategies? Continue reading “InstaAds: The Growing Form of Sponsored Advertisements” to find out answers to both of these!

Image of instagram landing page

Instagram was launched in October 2010. In December of the same year, the platform reached a million users. Instagram has seen growth in usage every year.  In February 2016, it reached a total  of 400 million users. In 2016, it is estimated that the platform will see 15.1% growth (eMarketer, 2016). The popularity of the social network can also be illustrated through its content. There has been a total of 40 billion photos posted on the social network since its inception. This equates to 80 million photos that are being posted on a daily basis (Instagram, 2016).

Organizations are taking note of the growth seen by the social networking application. On November 1, 2013, Instagram implemented their program called Instagram Ads (Sorokina, 2014). It allows organizations to pay for prominent advertising known as sponsored content (Sternberg, 2013). Through Instagram Ads, the company will see 9.5% of Facebook’s total profits relating to mobile ads (eMarketer, 2016). This leads to the conclusion that it can be beneficial to incorporate in organization’s marketing strategies as they can target their respective audiences through another social media platform instead of solely on Twitter and Facebook. Who are these organizations? Was using Instagram an effective means of advertising for them?

polar ice vodka ad imageWhen looking at my own Instagram feed, an InstaAd for Polar Ice Vodka appeared. As seen to the left, the ad features the product prominently. The intention of using the Instagram Ad  program was to increase the reach and engagement of the brand. Was it actually effective? When previewing the post, it was notable that there were only 9 likes and 1 comment. This  demonstrates an example of an ineffective advertisement. Without the post being marked as sponsored and the inclusion of “Please enjoy our products responsibly,” it could have been posted on  any Instagram account. As it could have been a post that could be on any individual’s feed, it is not visually eye catching. Furthermore, the post did not incorporate a means to engage with the  content. It solely relies on the hashtags #PolarIceVodka, #winter, #ReadingWeek, #SpringBreak, and #staycation without providing a question to encourage users to interact further with the  content.

screenshot of canadian tire instagram sponsored ad

Canadian Tire is also a company that has utilized Instagram Ads in their marketing strategies. The most prominent usage of Instagram Ads was for their #ShovelItForward campaign (Quan, 2015).  The campaign’s purpose was to increase acts of kindness by Canadians through individuals documenting their experiences of shovelling driveways using the hashtag #ShoveItForward (Canadian Tire, 2015). When deeming if the post was effective or not, looking at the number of individuals who engaged with the post is important. This particular post received 281 likes and 96 comments. It was not simply promoting a brand, it was promoting a lifestyle action. It engaged users by encouraging them to do something within the community that is a relatively easy task. Furthermore, the post evoked emotions in consumers by showcasing the ‘everyday Canadian.’ The #ShovelItForward campaign advertisements can be determined to be both effective in increasing engagement and reach. As indicated by Canadian Tire, the ad campaign implemented through Instagram Ads assisted in increasing ad recall, awareness, and brand favourability (Instagram, 2015).

By looking at the advertisement by Polar Ice Vodka, Instagram Ads are not guaranteed to be successful. Yet the advertisement by Canadian Tire was deemed to be effective. It is very much dependent on the individual organization if it is worth it to implement Instagram in their marketing strategies. What may work for one company may not necessarily work for another. For tips on how to effectively incorporate ‘InstaAds’ to your brand, Social Media Examiner provides many tips on advertising on the social networking platform here.

References

Canadian Tire: Shovel It Forward. (c. 2015). Retrieved from http://shovelitforward.ca/

Instagram. (c. 2016). Retrieved from https://www.instagram.com/press/?hl=en

Instagram Continues Double-Digit Growth – eMarker. (n.d) Retrieved from http://www.emarketer.com/Article/Instagram-Continues-Double-Digit-Growth/1013612

Instagram for Business. (c. 2015). Retrieved from https://business.instagram.com/

Polar Vodka Ice (2016, February 15). #PolarIcevodka + #winter volleyball? Ace! #ReadingWeek #SpringBreak #staycation [Instagram update]. Retrieved from https://www.instagram.com/p/BB0M2P4HdMj/?taken-by=polaricevodka

Quan, K. (2015, February 13). Must-See Marketing: Canadian Tire wants you to “Shovel it Forward.” Canadian Business. Retrieved from http://www.canadianbusiness.com/innovation/must-see-marketing-20150213-canadian-tire-shovel-it-forward/

Sorokina, O. (2014, November 8). Instagram Ads: Everything You Need To Know. Hootsuite. Retrieved from https://blog.hootsuite.com/everything-you-need-to-know-instagram-ads/

Sternberg, J. (2013, April 18). Time to Define Native Advertising. Digiday. Retrieved from http://digiday.com/publishers/time-to-define-native-advertising/

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Biography

Remington Fioraso is completing the final year of her Bachelor of Arts program in Sociology, Anthropology, and Media and Communication Studies. After graduation, her objective is to venture into the world of social media marketing and research. Connect with her via Twitter @RemingtonFD and her website https://remingtonfioraso.wordpress.com/

Top 6 Ways to Respond to Negative Feedback on Social Media

#1Rule Do Not Delete

Guest post by Megan Bukta

#1 Rule Do not delete

Every business owner wants their business to be successful, and may forget to plan for negative feedback from their customers. Businesses will receive feedback whether they like it or not, but being prepared to respond is the key to great customer service practices.

When a customer is frustrated with a service or product they tend to vent, and they are provided with a very public forum to vent through social media. Every business knows their customers and how to respond but there are important key tips for responding to negative feedback.

According to Mason Pelt @masonpelt, founder of @push_roi there are a number of ways to handle negative feedback on social media:

1. DO NOT DELETE – enough said

2. Develop a plan

Build a policy on how you plan to respond to feedback on social media. This should include a timeline to responding, resources for responding, and the type of response.

3. Stay positive

Try to avoid bring negative in your response, try to focus on a solution for the customer.

4. Avoid a debate

If a customer is being confrontational, try to address the issue at hand and give the customer an opportunity to contact you for further discussion, if applicable. If you try to make an excuse, ask questions or don’t give them the opportunity to take the discussion offline you may start a debate. Others will see the debate, possibly participate and the problem could get bigger than it originally was.

5. Don’t take it personally

This may be your personal business or a business you have a passion for but you have to avoid taking the negative feedback personally. Think objectively about the issue and try to find a solution for the customer

6. Take it offline

Give them your contact information, link to a feedback form, email address etc. to contact you in another format. If the customer decides to continue to complain online then others will see that you are taking the higher ground and giving them an opportunity to speak with you or the business directly.

Overall you want to respond quickly, validate their concern, and if you ask them to contact you privately, make sure that you follow up with them. With these tips remember that not every complaint is worth responding to, some will need to be deleted if they are using inappropriate language or threats. Use discretion when responding to customer complaints, sometimes you may need to put in more effort and sometimes you do not respond. Some people will be very difficult to please and some will join the conversation just to cause more trouble.

HoM ConsultingThis video on YouTube from HoM Consulting’s Kate Elfatah also addresses how you can manage customer complaints.

Complaints are not the only feedback on social media, hopefully there will be many positive responses. Try to respond to positive feedback as well. Thank the customer for their service and if they refer to any specific staff or example of what they were satisfied with make sure that you make note of that. In the end hopefully there will be more positive than negative feedback on social media. Customer service doesn’t begin and end with in person interaction, is also makes its way onto social media sites.

BC Ferries ExampleThere are many good and bad examples of how to respond to feedback. To get ideas on proper responses you can look at BC Transit and BC Ferries Facebook pages. Both of these companies are used to receiving negative feedback from customers and have found ways to respond while satisfying most customers. Here I have an example from the BC Ferries Facebook page where a customer is complaining about a cancelled service. With this example, what I thought they did well was:

  • Addressed the issues, i.e. safety concerns, policy
  • Gave the customer another way to contact them
  • Responded within 20 minutes

Like this example, if a customer, or others continue a debate the issue after the business addressed the concerns, sometimes other customers will join the conversation to back up the business. The next step for BC Ferries in this instance would be to make sure to follow up with the customer if they did send a private message. Take a look at the video I have create that looks at the BC Hydro Facebook page and showcases where you would put alternate methods of contact as well as how to define Social Media guidelines.

BC Hydro Facebook Page ScreenshotHow a business responds to negative feedback can make or break their business. If you follow the rules identified above you will be on the right track to creating a proper response. Get to know your customers and learn how to best serve them and understand how to respond to their feedback. Some customers only want to know that their complaint has been acknowledged. Keep in mind, whatever you post on social media is open for public viewing so keep it professional.

References

BC Ferries Facebook Page. (n.d.). Retrieved February 18, 2016, from https://www.facebook.com/BC-Ferries-119019564797374/%20

BC Hydro Facebook Page. (n.d.). Retrieved February 24, 2016, from https://www.facebook.com/bchydro/%20

BC Transit Facebook Page. (n.d.). Retrieved March 4, 2016, from https://www.facebook.com/bctransit/

Bukta, M. (2016, March 4). Social Media Example. Retrieved from https://www.youtube.com/watch?v=TMrX_aXUtdY&feature=youtu.be

Elfatah, K. (2015, August 14). Handling Customer Complaints on Social Media. Retrieved from https://www.youtube.com/watch?v=LGuFaNFqOmc

Pelt, M. (2015, May 29). How to Handle Negative Feedback in Social Media Like a Pro – Social Media Week. Retrieved February 18, 2016, from http://socialmediaweek.org/blog/2015/05/handle-negative-feedback-social-media-like-pro/

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Author Bio: Megan Bukta works at the University of the Fraser Valley in the Career Centre and the Agriculture Centre of Excellence. Meghan is completing a Bachelor of Arts Degree in Adult Education.

Creating undergraduate research posters that work

by Samantha Pattridge, Communications Department and Jenn MacDonald, UFV Research Office

UFV Student Research Day in 2015
UFV Student Research Day in 2015: More talking than stand alone poster viewing

Communicating your research in progress is crucial for research success. A visually appealing and instructive poster will engage your viewers and generate discussion around your research. It’s essential to understand the poster viewing situation but it’s also important to understand the importance of visual elements.

Visual Presentations 101

Clegg GEOG 2013
An eye catching title and images that tell a story can overcome problems with large blocks of text

Think about your poster as a visual aid. Consider how you can tell your research story to others using images and graphics, appealing colours, engaging fonts and headlines. Visual elements are the first things your viewers will see. Your title and images should draw the viewer to your poster. Aim for a professional format, without overwhelming readers with blocks of text — so cut, cut cut!

As North American consumers, our sense of good design is “trained” by the advertisements we view every day. Right now, the trend is towards simplicity, with lots of white space (think Apple campaigns). Your poster can “cash in” on this often subconscious viewer preference. Provide lots of space around and between your text and images.

Make use of white space and contrast dark fonts with a light background
Make use of white space and contrast dark fonts with a light background

Some other points to consider are to:

  • create a clear contrast between fonts and the background
  • use black or dark coloured fonts on a light-coloured background
  • stick to two or three fonts and use a couple of different sizes
  • use bold to differentiate headings

Sans-serif fonts work better than Serif fonts for posters. Your main heading should be at least 130 point font and your smallest text around 36 point font. No one wants to squint to read.

Use alignment and consistency to your advantage. Strong lines draw the viewer’s eye to the information you want to highlight. Ensure nothing looks odd or out of place. Print out a small draft of your poster and turn it upside down and sideways. Check that the elements still look balanced.

If you depart from the usual reading pattern, use colour or other guides so that viewers know where to go
If you depart from the usual reading pattern, use colour or other guides so that your viewers know where to go

Your viewer will be expecting your poster to be arranged in a typical pattern to be read from top to bottom, left to right, like in a newspaper article. If you depart from that pattern, you can create a visually compelling poster, but you must take care to ensure it’s very clear to the viewer how to read the poster.

Understand the Competition: Know Your Discipline

Viewers and poster judges will expect to find information on your poster that demonstrates your membership to your discipline.

Know your discipline: Biology poster winner from 2015 UFV Student Research Day
Know your discipline: Biology poster winner from 2015 UFV Student Research Day

Biology posters will differ in content and in design from history, sociology or visual arts posters. What sorts of evidence is acceptable? Is the interpretation of the findings a main concern? Each discipline has limits on what information can be visually translated onto a poster. If your research does not easily convert to visual form you might want to bring along a physical object that help you tell your research story.

Each discipline has its own “language”. While you want to appeal to your specific field, you also want to appeal to more general academic viewers. Tailor your information so it is interesting and accessible, but also include details that may be essential for your discipline. Do viewers need a map to orient then? Are you including specialist terms that need to be explained?

VIS ARTS Mot
Know your discipline: Visual Arts poster winner from 2015 UFV Student Research Day

During a poster session, viewers will spend more time talking to presenters than reading posters. Consider how you will use your poster to talk to viewers. Engage viewers initially with one sentence that captures your research question, your approach to making knowledge or key points from your findings. Consider what viewers will care about when they first encounter your work. Practice interacting with your poster and be passionate about what you’ve produced.

 

How did we get here? A short history of social media

Guest Blog by Nicole Macfarlane

ARPA Network September 1973
ARPA Network September 1973

Social media is as old as the Internet itself; as soon as we were connected we were making our own local chat servers and discussion boards.

Before the Internet

Telephone and radio were invented in 1890 and 1891 respectively. This marked the start of the information age for humans – prior to this, we communicated mostly via physical mail. The invention of the telephone was particularly important, as it literally laid the foundation for what became the Internet.

Our “Internet” – DARPANET

Initially ARPANET (Advanced Research Projects Agency network) renamed DARPANET (Department of Advanced Research Projects Agency Network) is the project that eventually became the Internet. Started by the US government as a means of communication, in 1969 four universities were connected and successfully communicated. Eventually growing to encompass the entire united states with Norway and London added shortly after, followed by the rest of the world.

Original ARPA Network

Early Internet communication

Three major technologies emerged pretty quickly and became fairly core to the operation of our social networks.

IRC (Internet Relay Chat) was a popular chat program. Users could connect to servers set up by peers and talk to large groups of people at a time. This idea of a centralized basic chat server hasn’t gone anywhere – IRC in its traditional form is still alive today, and IRC is employed in the back-end of a lot of public chat programs underneath all their bells and whistles.

Bulletin Board System (BBS) was the beginning of public forums. Typically community managed, people could register and post threads for other people to see. Better for slow communication, this was typically used to plan events and ask for advice to wider audiences within a community. The core idea is still alive in a lot of smaller online communities, and many programs have similarly structured components – Blackboard itself has a discussion section.

Around this time E-mail became a thing. Originally a service offered by AOL and CompuSERVE, this technology quickly spread with everyone wanting an email address. I’m assuming everyone reading knows how E-mail works, so I’ll leave it at that.

SixDegrees: The first major social networking website.

SixDegrees signup page image
SixDegrees signup page

Networking being the key term, SixDegrees was built around the idea that no person is separated from another by more than six people. It started the idea of social networks mapping the human condition. It allowed users to create profiles, invite friends, and manage groups to talk to other people. In the end it failed, it pushed the six degrees of communication very hard – users felt pressured to invite people they knew, and accept group invites from people they didn’t know. That, in combination with a large amount of spam accounts, signaled the demise of the website.

Friendster

Friendster signup page
Friendster signup page

The next major social networking site to pick up where SixDegrees failed was Friendster. Calling the SixDegrees principle its “Circle of Friends”, it boasted features similar to a dating website. Ultimately it failed, users wanted features the website wasn’t providing, the site was riddled with technical issues, and poor management decisions (namely not implementing new features fast enough) signaled its demise. Eventually they changed to try to appeal to a niche – in their case, the “gaming” audience. As of June 2015 their web services are officially paused and looking at their website (http://www.friendster.com/) only shows a notice that they are “taking a break.”

MySpace

The next major website to come along was MySpace. Most people probably recognize it, it’s the first major social media website a lot of people became familiar with. Learning

myspace signup page
MySpace signup page

from the mistakes of its predecessors, it boasted a lot of cool features to attract the disappointed Friendster audience. It gained a lot of popularity among teenagers due to the large focus on sharing music, a lot of popular bands shared songs and other information through MySpace at the time. The website, while still around and functional, ended up a failure. They offered a lot of non-targeted ads to gain revenue, which ended up causing them problems. Non-targeted ads tend to include ads with mature content, and since they had a large amount of younger users, they began to run into trouble for exposing minors to pornographic content. This led to a lot of musicians no longer using the site, and they began to hemorrhage users.

Facebook

Original Facebook
Original Facebook

Originally launched in 2004 to Harvard students, they opened their doors to the world in 2006. Possessing all of the features of its predecessors but none of the faults, they quickly grew to the social networking giant we know today. Instead of large amounts of generic ads, Facebook tailored ads to what users liked or what they think they’d like. This allowed them to show less ads, have the ads be more likely to be clicked due to relevance, and charge more to people who wanted to advertise on their website. In addition, while MySpace required HTML knowledge to fully customize your profile, Facebook is very easy for everyone to customize their profile to their liking.

Social networking in 2016

As we sit currently, Facebook is the king of social networking in most of the world. A lot of other services have popped up to compliment each other (Instagram, Twitter, etc). Social media is at the highest point of popularity in its existence, with the advent of smart phones everyone is always connected. Perhaps Facebook will fall and Google+ will take its place, or perhaps the amount of investment people have in it will keep it going for a very long time.

Sources

Digital Trends (2014). The history of social networking. Retrieved from http://www.digitaltrends.com/features/the-history-of-social-networking/

Hendriks, D. (2013). Complete History of Social Media: Then And Now. Retrieved from http://smallbiztrends.com/2013/05/the-complete-history-of-social-media-infographic.html

Johnson, A. (2014). Why did myspace fail. Retrieved from http://www.gudideas.co.uk/social-marketing/why-did-myspace-fail-is-facebook-next

Leiner, B. et al. (ca. 2003). Brief History of the Internet. Retrieved from http://www.internetsociety.org/internet/what-internet/history-internet/brief-history-internet

Rouse, M. (2008). What is ARPANET? – Definition from WhatIs.com. Retrieved from http://searchnetworking.techtarget.com/definition/ARPANET

Vweb. (2017). History of the Internet. The Beacon. Retrieved from http://fios.verizon.com/history-of-the-internet/

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About the author: Nicole Macfarlane is a computer information systems student at the University of the Fraser Valley.