Kelly Mulholland*
An overwhelming amount of news has been about Facebook’s new Timeline, a feature which all users will be required to implement in the near future. (If you are unfamiliar with the Timeline layout, please check out my colleague Andrea Corbo’s blog post for a detailed explanation of this new debatable feature.) Other headlines have focused on Facebook’s Rise From Start-Up to Establishment and its latest IPO.
Personally, I’m much more interested in Facebook’s recent study on how the social giant has changed the way we gather and transfer information.
In a 2011 study conducted by Facebook’s Eytan Bakshy — which I found when I subscribed to Mark Zuckerberg’s statuses via Facebook this past month — the author debates whether or not social media acts as a reinforcement of our own ideas we share with “strong ties” (such as friends, family, coworkers, classmates) or a tool that broadens your view of the world by taking in new opinions from “weak ties” (strangers or acquaintances) and asks us to Rethink Information Diversity in Networks. Bakshy’s study was inspired by a 1973 American Journal of Sociology study conducted by economic sociologist Mark Granovetter called, The Strength of Weak Ties. In Granovetter’s study, documented well before the Internet, stronger ties flock together sharing similar information while weaker ties aren’t as prominent and withhold eye-opening news.
Fast-forward to the age of social media … Interaction is often compared to that of a party-like setting in which you must interact and share information with people in a similar manner. Bakshy conducted his current study to measure to and/or from whom at this “party” we are more likely to share information. With the help of Facebook’s newsfeeds feature, the study measured how often a Facebook member would re-share their weak ties links versus their strong ties links. While it was found that strong ties’ links would be reposted more often, it was the weaker ties that were the ones who provided the most information. How? While the strong ties may have more interests in common and a stronger influence, Facebook friends are more likely to have a majority of acquaintances invited to their metaphorical social media bash than close friends.
The majority of a person’s newsfeed will contain new information from more dissimilar members via new updates posted throughout the day. Now more than ever, “weak ties” are able to share information spread throughout a social group. Whereas before this segment would not have the capability to reach a broader audience without the assistance of a larger media outlet, but now thanks to social networks such as Facebook, Twitter, Linkedin, Google+ and any other social network site that has a newsfeed element these “weak ties” are spreading their influence. I can say that Bakshy’s theory explains why I read his article in the first place from Mark Zuckerberg, a “weak tie.”
Do you believe we are more likely to spread information due to the quality of the connection or the quality of content? Have you found that you are more aware of opinions that differ from your own, now that use of social media outlets has increased as opposed to face to face interactions? Most importantly, did you read or share my article because of this theory?
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Bio: Before joining the BurrellesLuce team in 2011, Kelly interned at CondeNast’s Glamour magazine as an editorial intern to the senior style writer and was an editor of her college newspaper. She received a B.A. in Behavioral Science and Business, Society and Culture from Drew University with honors. After graduation, she worked as a sales associate at Nordstrom and took a month off to travel abroad throughout Europe. In Kelly’s free time, she enjoys traveling, fashion, reading, bringing awareness to Breast Cancer, running 5Ks, baking and social media. Twitter:@miss_mulholland Facebook: BurrellesLuce; LinkedIn: Kelly Mulholland



At this time of year, perhaps more than any other, we PR and marketing professionals can all breathe a sigh of relief knowing that there are no shortages of bloggers and writers flexing their “intuitive” muscles to predict the trends and topics in store for the coming year.
y by the second week of January, resolutions have become false promises, half-hearted attempts at self improvement, and empty words. If you run a 

Hollow-Point Bullets Prompt Solid Online Response Tips
Monday, February 13th, 2012How does this domestic squabble translate to business? Other than being a teenager’s “crisis” I don’t know that it does, but it does strike me to remind everyone the importance of responding to negative comments online.
Here are my top tips for dealing with negative comments online:
1. Stay calm. Don’t let your adrenaline (fight or flight urge) get the best of you and cloud your judgment.
2. Respond publicly. Mirroring the original format is very powerful. Dominoe’ss Pizza is probably the best case study of this when they had their viral video crisis in 2009.
3. Be courteous*. Offer acknowledgement or an apology, whichever is most appropriate, with sincerity and gratitude for the opportunity to address the matter. *If you run into a troll refrain from calling them out until you have done your due diligence of their misdeed or erroneous feedback.
4. Provide resolution. In some cases this means a refund or some other compensation for the problem. In other cases this will mean “agreeing to disagree” on what is fair and what you can do based on the feedback.
5. Reflect.
a. Why did this person take their grievance public?
b. Was this the only forum available to address the concern?
c. What are the opportunities you have to improve your product or
service to strengthen your relationship with all of your customers?
d. Did you provide resolution to the issue?
6. Be thankful. REMEMBER: Negative can be positive. Your public response will demonstrate your commitment to your clientele. Also, when a customer is talking to you, even sometimes negatively, you are still communicating and can improve the situation.
At BurrellesLuce public comments are primarily responded to by either our account managers or the marketing team. These are the people who are closest with our existing clients and who manage the external communication and social media interactions. This post by Mack Collier further reinforces the importance of public responses and provides additional resources of how companies have fared much better when they respond to negative feedback. This list is meant to be a primer and I welcome your feedback and additional tips for the Fresh Ideas readers.
Tags: BurrellesLuce, business, communication, crisis, Dad Uses Facebook to Teach Daughter a Lesson, Dominoes Pizza, Facebook, Fresh Ideas, IT, Johna Burke, Mack Collier, media, Media Relations, negative comments, online, public responses, resources, tips, transparent, video
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