Back that Shiz Up: Download Your Twitter Archive

It’s important to pull a list of all your Facebook posts, Tweets, blog posts, etc. How else can you see how you’re doing in content creation and curation? If you’re using a management tool, you should be able to pull reports on your reach, shares, impressions, RTs, and replies. What worked? What didn’t? But what about your plain old archive of posts, to have a history of your efforts?

By now you should have heard that you CAN download all of your tweets from the beginning of time. It took a while for Twitter to get this implemented, but if I can get my personal Twitter archive, I’m pretty sure you can too. If you don’t see this option in your settings, be patient, Twitter should be rolling it out to all individuals. If you’re a brand, you’d best to do it now.

Twitter archive option

Profile -> Settings -> Send email

Note – the Twitter archive will pull up to your latest tweet. After that you’ll have to re-pull. Obviously.

However, there is a Chron article and Martin Hawksey’s script code to pull your tweets into a Google Doc! Read carefully and voila – you’ve got yourself a current/updated log of all your tweets. If you want.

Smaller businesses or brands may not have the time or the interest to keep this  updated everyday. I suggest a monthly download via Twitter or via your dashboard management tool. Any tool worth their weight in monthly fees like Sprinklr, Sprout, Hootsuite, Spredfast, or the mega Bentley, Radian 6, will have a way to download your tweets at any time.

If you’re using Twitter for fun, it still may be helpful for you to download your archive to see those first tweets! Why not see how you’ve evolved as an individual on Twitter?

If you’re managing a company’s Twitterfeed and you’re not using a tool to do it, what are you waiting for? Hurry up.

Disclosure Statements Do Not Matter to Some

Early this morning, I received a forwarded email from my employer with a question mark. This email was written by a literary agent on behalf of an YA (young adult) author whose book I’m actually looking forward to reading.

This email not only chastises my employer but clearly states that I was using my personal Twitter account and posted a link to an illegal download to said book.

“It has been brought to my attention that one of your employees, Christina Lam, has posted a link to an illegal copy of Divergent by Veronica Roth on her personal twitter account. Not only could she get into a lot of trouble for doing this in any capacity (with her name on it, no less!), but this looks awfully bad for a company that specializes in social media.  The misuse of social media here is inexcusable.”

Now, right there, I take this issue seriously. When someone accuses you of stealing, of course, you’d perk up and check your posts and whether your pants are down.

I took a look at what I posted. It was a post that I re-posted (or re-Tumbl’d) on my Tumblr blog about a week ago. My Tumblr blog is sync’d to my Twitterfeed and automatically posts to my Twitter account.

I’m not sure why this lit agent decide to go after me via my employer when clearly, I state here, on Twitter, and on my other blog that no words posted or published by me should reflect anyone but me. I’m reachable practically everywhere online. An @reply on Twitter, an email, or even an in-mail from LinkedIn would have worked. Instead, she reached out to someone who had nothing to do with my re-Tumbl’d post or subsequent tweet.

Point 1: I was in the wrong for re-Tumbling a post with an (unbeknownst to me) illegal download of the book. I believe the original post said, “Free PDF of <BOOK BY AUTHOR>.” At the time, I did not know it was illegal. On my part, I should have looked at the link and checked if it was legit.

Point 2: The tone of the email my employer received was chastising and hostile and I said so in my email. It was unnecessary to send an email to my employer nor have a subject line: “Christina Lam is posting illegal downloads on her personal twitter account.”

Point 3: I re-Tumbl’d the post. This means I was not the originator of the original post or link. No, this doesn’t excuse my RT, and I take responsibility of what I re-Tumbl on my channels. It does make me wonder if this lit agent did her due diligence and researched this further to find the original poster. It is also possible that she is not familiar with Tumblr.

Results:

About my employer: I explained the situation and apologized to my employer for being dragged into this for no reason. I also took responsibility for not checking the link posted for legality. She has seen my blogs and Twitter profile where it states that all posts are my own. My employer even pointed out that the lit agent’s email said it was my personal Twitter account and wondered why the lit agent didn’t just contact me directly.

My reply: I replied back to the lit agent back telling her it was unnecessary to be hostile and chastising and to email my employer. It should also be noted that they have nothing to do with my personal SM accounts. About an hour after I received the forward from my employer, I deleted my tweet and re-Tumbl’d post and said so in my email. I wrote I’d like to extend my apologies to the author. It was not my intention to rip her off or cause her distress. After all, I’m a fan of YA fiction. I sent her my phone number and said I’d be happy to hop on the phone to discuss further.

Her reply: Her email back to me:

“My email was not meant to be hostile or chastising–it was meant to be taken very seriously.”
Good to know. So again, why not contact me directly?

My rebuttal here: Oftentimes, reaching out directly to the offender with a public @ reply via Twitter works a lot better than a hostile email to the offender’s employer who has nothing to do with a personal Twitter account.

I’ve found in my work experience (and quite frankly, in real life) that if you ask nicely, people usually realize their mistake and do as you ask. Ie. You don’t need to throw a hammer (at the wrong people) to find your target. A tap on the shoulder usually will do it. Especially for someone like me. I’m in the business of guest relations.

Final thoughts: Regardless of this lit agent’s communications, I’m still going to read the book by that author – I’ll either buy it for my Kindle or borrow it from the library. It’s been getting great reviews from my favorite YA bloggers. (And no, curious reader, it’s not the Hunger Games – I’ve already read that series!)

Solving Hotel Guest Issues via SM

So you think that social media doesn’t work when you travel? Think again. Social media is a powerful tool to communicate directly to  hotel and receive relatively speedy responses.

Here’s my personal experience with the W Hotel/Starwood and their social media folks.

Back in October, the FTH and I traveled to the East Coast to visit family. Our first leg was New York City. We booked a room at the W Hotel on Lexington. As soon as we started to check-in, we had problems with this hotel. Namely, front-line service and attitude.

I tweeted directly to @starwoodbuzz about our situation. The images below show the public tweets that went back and forth. I DM’d Starwood about:

  • Unmoving door people
    • When you see people struggling with luggage and a revolving door, I assume the natural thing for doorpeople to do is to help with the luggage OR the door
  • Unfriendly front desk person helping us check-in
    • One of the biggest pet peeves of mine is when someone who is in hospitality does NOT greet you first.
  • Housekeeping calling out in loud voices down the hall at 9AM
    • Granted, it’s 9AM; I should’ve already been up. But… I’m on vacation.
  • Same front desk person (how luck are we?) who again did not greet FTH when my hotel key was demagnetized and we wanted to get  it fixed
    • An additional hotel staffer interrupted this transaction and started a conversation with the person who was helping us
    • What, you don’t believe in manners?

Starwood immediately DM’d me (twice) to address my situation. We had plans so we took off and figured they’d catch up to us. … and they did. Ashley, the Director of Welcome, at the W called and left a message on our room phone. We kept missing each other. By the time we actually connected over the phone, I had moved on to the second leg of our trip – Philly.

My tweets to StarwoodBuzz

StarwoodBuzz's replies

Once on the phone, I explained what had happened and that I wanted to see this “ticket” through. Ashley said she understood and was very cordial. (This is what good customer service is!) Even though I told her that I honestly wasn’t planning on ever staying at another W Hotel, she offered us 10,000 points to our SPG account. I don’t know what that amounts to, but it was still a nice gesture from a hotel staffer.

What do you think? Do you think Starwood/W Hotel did the right amount of guest service? Too much? Too little?

Sure, the front-line staff shouldn’t have treated us like we didn’t matter in the first place. That’s something they’ll have to deal with offline. ONLINE, however, I thought Starwood/W did a fine job responding and handling our problems. They were quick to respond and to act.

Overall – good job, @StarwoodBuzz.

6/24/10 Zappos’ Tony Hsieh

Last month my alma mater, The Drucker School, sent an invitation to alums to a their last spring Drucker Business Forum q&a. The guest? Zappos CEO Tony Hsieh! KPCC (my favorite NPR station in LA) hosted the event.

It was my first time at the new building in Pasadena. I ran into Arun, a fellow classmate, who was networking like a pro! Tony Hsieh walked us through his success during college and then on to Zappos.

I’ve screenshot my tweets/notes, if you’re interested. Enjoy!

Twitterfeed - thechrislam - Zappos

twitter - the chrislam - zappos page 2