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Cindy Kelly
Works at Great Plains United Methodist Conference
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Hope.
 
The very purpose of our life is happiness, which is sustained by hope. We have no guarantee about the future, but we exist in the hope of something better. Hope means keeping going, thinking, ‘I can do this.’ It brings inner strength, self-confidence, the ability to do what you do honestly, truthfully and transparently.
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Cindy Kelly

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The Shockers have partnered with Google for exclusive Selection Show access! Receive a live look at the team’s reaction during the show while interacting with the student-athletes and coaches. #WATCHUS

Read more → http://is.gd/14SelectionShow
Join us on Sunday @ 5p on our Google+ Hangout → http://is.gd/ShockersGooglePlus
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Glenn Greenwald is amazing. My favorite part was around 18 minutes in, after the interviewer accuses Greenwald and his people of lax security, and Greenwald replies: "What rational people decide actually is true is through the evidence, through reality," not fabricated accusations. 
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Love this photo of Wella and Mathilda from #kuhomecoming  weekend
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Cindy Kelly

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Baked apple buried under carrots cooked in coconut milk, with ice cream & caramel corn, at Piccadilly - so good!
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This is the dawn of Generation C, where “C” represents a connected society based on interests and behavior. Gen C is not an age group though, it’s a way of life. Whether your 60, 26 or 16, you share behaviors, expectations, and values that change the nature of markets.” #wtf

via EMM, Expert Marketer Magazine
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That was adorable. Nina mocking Isaac's laugh at the end slayed me. 
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Places where we spend life.
Where will you spend your 9 years of free life?
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online = 20 years!   Lol
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"When your employees affiliate themselves with you they are absolutely your brand ambassadors - for good or bad - and will absolutely impact perceptions of your brand. Don't ignore that fact. Do you have social media guidelines or policies in place? Do you educate employees on digital citizenship risks and responsibilities or online privacy?  Of course it won't magically stop incidents like this one happening, but education, guidance and accountability is a great first step."
 
Some important social media lessons for both businesses and idividuals to be taken from a pretty incredible and somewhat scary series of events that took place on Facebook this evening.  Sorry, a quickly written and pretty rough recap...

A client was receiving a string of angry comments on their Facebook Page over a comment an employee had posted on their own personal Facebook profile. The company wasn’t referenced at all, in the post, the post wasn’t relevant to them in any way, and the views were in no way held to be those of the company. The only connection was that this company had been tagged in the About section of the posters profile as an employer.

The personal comment was posted by a young woman. It was offensive, totally out of line, and directed to members of the armed forces. Anger was understandable. She later deleted it.

Some of what unfolded....

First, while the young lady deleted her post, someone had taken a screen shot of it and posted it in a military support group on Facebook. From there it spread virally at a rapid rate. A screen shot showing her full name, Facebook profile photo and the update itself were soon being shared by thousands of Facebook users. Once again evidence that "delete" doesn’t work and once you post an update you can never effectively take it back or control who sees it beyond your intended audience.

Second, this was another Facebook user who had no privacy controls in place. From seeing her name and profile photo, it had been easy to trace her.  Her Facebook profile was quickly covered in thousands of angry, hateful, threatening, obscene comments - about her, her husband, and even about her young baby.  From the information she was publicly sharing and the link back to her husband's Facebook profile from her About information, it would be very easy to track them down offline. And with the nature of many of the comments made, that's a scary prospect.  Again, her comments were offensive and totally out of line, but the response still shocked me and was way beyond anything I would have imagined. Facebook gives us privacy controls. Use them. The public nature of this user's profile and the personal information shared goes beyond the thousands of angry comments posted on her profile, to personal safety issues. We can't blame Facebook for sharing our information if we don't even take advantage of the privacy tools they provide us with.

Third, the angry comments on the company Facebook Page. They came quickly and in most instances the company was being held as having the same views as the individual. Again, the comments she posted were on her personal page, never mentioned the company, were never implied as being on behalf of the company. Absolutely the only connection was her About information tagged the company as an employer. That alone was enough for the company to be held (in many instances) as responsible for her comments, even an assumption that they shared the posters views.  What most of those people had failed to pay any attention to was that she listed the company as an employer with and end date in 2012. She hadn’t even worked for the company for close to a year.  So understand this, when your employees affiliate themselves with you they are absolutely your brand ambassadors - for good or bad - and will absolutely impact perceptions of your brand. Don't ignore that fact. Do you have social media guidelines or policies in place? Do you educate employees on digital citizenship risks and responsibilities or online privacy?  Of course it wont magically stop incidents like this one happening, but education, guidance and accountability is a great first step. An HR Director told me not too long ago that due to the risks that came with social media their company had avoided any social media presence – mitigate risk by shutting it out My reply to her was simply that if they had any employees who were social media users, then their company had a social media presence. In the instance this evening, the comments came from someone who didn’t even work for the company any more - people simply saw the name and established a connection. It was unfortunate that they came to such quick conclusions about the company from nothing more than that connection, also that they apparantly failed to notice or just ignored the fact that the same information that said she worked for the company also said she had left their employment nearly a year earlier, but that's another discussion entirely.

Fourth, I've had plenty of people say to me that having a Facebook Page or any other type of social media presence is a liability due to the risk of negative comments or brand attacks. I'm sure some of those people would use tonight's example to reinforce that - the brand came under heavy attack with negative comments and feedback posted, including calls to boycot the business. Yet the company was entirely innocent in the situation. If there hadn’t been a Facebook Page then all those negative comments wouldn’t have been posted. Wrong. They would - just in places we wouldn’t have known about them so quickly (if at all) or been able to respond. I say that having a brand controlled space for those negative comments to be posted is beneficial. It meant tonight that we could see the comments happening quickly, were able to respond to and be part of the conversation – not have it take place (and escalate) without us - and that we could ensure those already in the conversation were acknowledged and their concerns directly addressed, those coming to the Page to join the conversation were met with a statement from the company helping them make a more informed decision, and that the issue was actually able to be resolved relatively quickly as far as the brand's involvement goes. A lot of the anger was able to be diffused relatively easily given the overall scope of the situation. Without the ability to engage quickly and effectively at a central focal point, the attacks against the company could quickly have escalated out of control.

Fifth, be ready. What would you do in a similar situation? It can happen to any company, large or small. Speed of response was critical tonight and with the right steps taken to respond in the right way and in a timely and proactive fashion, the attacks against the company were relatively short lived.  Many users continued to visit the company’s Page to post comments, but after the response plan was initiated a majority of the comments moved from negative to positive sentiment, even while the incident itself continued to escalate out of all control.  The statement posted by the company was not negative about the former employee, it simply that it was former employee, did not represent the company views, and what the company views actually were. Did it stop every negative comment? No, but a majority of them. No spin or PR, just a simple statement of fact.  Of course, a few people still were angry with the company, a few clearly didn't read the statement... but a vast majority acknowledged it and either clicked the "Like" button and went on their way, or left a comment of support. What if it was your business? Do you have a plan - how and when you'll engage, what you'll say, who can approve statements being issued on behalf of the company and how quickly can that approval be secured? What if it's out of hours as in this instance?

Meantime the individual who posted the original comments lost her job as a result, is dealing with literally thousands of comments on her personal Facebook Page, and is being forever indexed in Google alongside the very negative  comments she made - despite having deleted them - and will likely suffer long term consequences for her choice of words.

Some important lessons, and a very scary series of events in terms of the speed of escalation and ferocity of response.  Again, the comments she posted were offensive and were going to generate an angry response, but I would never have imagined anything like this.  
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Have them in circles
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Work
Occupation
@WichitaCindy, making the world a better place
Employment
  • Great Plains United Methodist Conference
    2013 - present
  • Kansas Area of the UMC
    2011 - 2013
  • Wichita State University
    2005 - 2009
Story
Tagline
Endlessly curious, reliably honest, sometimes gregarious, often contemplative, generally kind, overly introspective, perpetually distracted GenXer
Introduction
You may know me as WichitaCindy or HCI on Twitter. I'm also on Facebook and LinkedIn. My old Google profile was fine but I needed a new username, so here I am.

Interests center around Human-Computer Interaction (HCI), particularly within ubiquitous computing, mobile user experience, and usability testing. Evangelist for social interaction through pervasive mobile devices and location-based services. Formerly an interactive television industry professional.
Bragging rights
Francophone, INTP
Cindy Kelly's +1's are the things they like, agree with, or want to recommend.
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Baked apple buried under carrots cooked in coconut milk, with ice cream & caramel corn, at Piccadilly - so good!
Public - a month ago
reviewed a month ago
I chose this office because it is close to where I work. Everyone is professional and easy to work with. The eye exam was efficient.
Public - a year ago
reviewed a year ago
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reviewed 2 years ago
10 reviews
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Amazingly awesome treats & comfy sofas, but the blaring music makes me not frequent this business as much as I would prefer.
Public - 2 years ago
reviewed 2 years ago
A classic, even classy, Wichita joint.
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