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Sep
25
2012
Transcription Services Maranda Gibson

Transcription services may be at an extra cost but there are unique benefits to using them that you might not think about. Usually, we think about transcriptions we think about them for medical purposes or legal documentations of conversations and while these are great uses of a transcription there are many more reasons that adding this service to your conferencing routine can benefit your business in a number of ways.

Here’s a couple of other ways that AccuConference customers are making transcriptions a part of their usual conference calls routine.

  1. Any conversation that is “on the record” should be transcribed so that there is no deviation from what was said. Recording your conference calls is one way to get extra posterity for conversations, but a transcription can be sent out to those who want to keep written documentation.
  2. For videos not only are you making the content within in the video able to be crawled by search engines, you’re also providing an easy way to mark sections for editing. If you’re reviewing a video and need to send a few more notes over to the editor, you can transcribe the text with a timestamp feature and highlight the times that require additional review. This makes it easier for the editor to go into your video and make quick changes. The process speeds up when the editor doesn’t have to go searching for phrases and gestures to remove.
  3. Under Regulation Fair Disclosure mandated by the SEC in 2000, requires that any information released to investors or analysis must be made public. The purpose of the regulation was to even the playing field between all kinds of stock holders and prevent the large investment companies from getting a “heads up” on information that could affect stock prices. Regulation FD requires broad dissemination to the public of stock information and is usually done by conference call playback or by a transcription.
  4. News stories are optimized for mobile devices when you include the transcription of the video together. I check my news applications constantly and I am more likely to “read” a story than to stop and watch the accompanying video on my phone. It will also make your news stories accessible to people who do not have the latest smartphone technology or have access to cool tablet computers.
  5. Did I mention that the content of your conference call suddenly becomes searchable? Imagine that you get an opportunity to host an incredible interview with someone and you upload it to your website and hope that people are able to find it. If you can post the text on your website somewhere your interview content can be returned as a result in Google search.

What useful things can you think of for having conversations transcribed?

Sep
19
2012
What Sports Franchises Teach Us about Customer Loyalty Maranda Gibson

As I’m sure everyone has realized that I like a good sporting event. While baseball is my sport of choice I like any event where I feel like I can get emotionally invested in something happening on the field or court. Last week, I watched some of the Giants / Cowboys NFL opening game because it seemed like it would be a good one. This week, ESPN released its Ultimate Team Standings for 2012, which polls “fans” on their approval or disapproval of professional sports franchises.

The teams that ranked in the top 10 were not at all surprising, ranging from the NBA’s Oklahoma City Thunder to the MLB’s Arizona Diamondbacks. (Sidenote: Congrats to my Texas Rangers for ranking #9!) In determining top ranked franchise teams there are a number of factors that ESPN takes into consideration and since we’re all trying to get “fans” on various social networks and boost referral customers, I thought I would break down some of the factors and how you can apply them to your business.

Fan Relations.

Are you providing excellent customer service to your fans? How accessible are you day and night for your customers to get the help that they need? Do you respond to Facebook comments or even negative remarks about your company? It’s important to meet your customers’ needs and be ready to respond if they need something.

Bang for the Buck.

When it comes to a sporting event, fans expect that their experience should be worth the amount of money they have spent for all aspects of their time at a park. This is everything from ticket prices to food prices, and even parking. If a fan doesn’t feel like it was money well spent, they won’t rank that team to have a good reputation and they probably won’t visit again. This one is pretty simple – a business should make sure a customer is getting what they are paying for.

Players.

Are the franchise team players accessible? Is it easy to get an autograph or attend a warm up practice? Even the demeanor and attitude they have in television interviews can be a factor in determining a player’s effect on fan perception. Step back and take a look at your customer service representatives and make sure that they are going above and beyond for clients. Do they smile while they are on the phone? Are they patient and understand when trying to walk a customer through steps? These are factors that will make a mark on customers that will affect your team, and business, as a whole.

Those are just a few factors that can cause a positive or negative reception of your team and business. While the Toronto Maple Leafs (dead last) and the Sacramento Kings (next to dead last) haven’t quite figured out how to make their fans happy, your business has a unique opportunity to learn from the mistakes of those franchises and improve customer relations immediately.

After all, fans always reward their team in the end, one way or another.

Sep
03
2012
James Spann on Social Media Maranda Gibson

For all the weather geeks out there, James Spann is a man that everyone turns to when it comes to all things related to Alabama weather.  Over a career that spans nearly 40 years, Spann has solidified himself as the model study for meteorologists. He’s an Emmy winner, the recipient of the Edward R. Murrow Award, and has been voted best meteorologist in the country numerous times by the Associated Press.

On top of all this, James Spann is a social media advocate. He is the most followed meteorologists on Twitter and Facebook and on the day of April 26, 2011 as tornadoes roared through Alabama, thousands of people were posting on his social media outlets to report damage and even ask for help. Even if you don’t know who James Spann is or you’re not a weather nerd like me, you’ll find the video below as interesting as I did.  At the Alabama Social Media Association conference earlier this year, James addressed the Alabama media about the use of social media in a weather situation.

  • "If you put others first, that’s when life gets good." As a meteorologist, James often has to field questions from those who do not know much about weather, how storms form, or how they track. Rather than ignore the “stupid question” James answers them because that’s what he is there for. When a question is posed to him it’s because someone respects and needs his answer, so he answers.
  • This is how the world communicates. We often wonder if automation is good or bad in social media and James has found that his determination is based on the expectations of his audience. In high stress situations where response is critical to life and person (like EF-4 tornadoes bearing down on metropolitan areas) automation doesn’t work. People can tell when a message is automated and the expectation on a network like Twitter is that the updates are "real-time". The opposite has proven true for Facebook as the network, at least in his business, is more about sharing the information than looking for up to date information.
  • Let’s be honest. James Spann is, in fact, James Spann and people are going to follow him, they are going to send him information, and he will have questions to answer and a huge network of people that will help him do good. We don’t all have that and our experience on Twitter or Facebook might be different, but no matter what, these are basic foundations to any successful social media plan.

I’ve shared the video because I find it to be an interesting commentary on social media from someone who is, technically, “not in it to make money.” Social media is simply a tool for James and the rest of the ABC 33/40 staff to provide weather updates and, as you’ll see, much more. The length is 45 minutes but the information is great and James is such a great communicator that he’s very easy to listen to.

Tell me what you think – do you feel that social media is a good platform for a meteorologist to embrace to warn the public? Is it a good place for someone in marketing or business development? James certainly feels like his updates and social media activities saved lives on the day of a historic tornado outbreak. Do you think it’s possible for Twitter, Facebook, and other social channels to make that much of an impact, or are James’ situations the exception to the rule?

That super sweet image of James telling you to obey the polygon is credit to his Google + account

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