bbmitch
Rookie
Another shot from the point
Posts: 70
EIHL Team: Fife Flyers
NHL Team: Toronto Maple Leafs
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Post by bbmitch on Aug 5, 2015 2:49:07 GMT
I figured with the large number of comments throughout the forum about the quality of social media, it warranted its own thread. Much has been previously posted but even though I don't live in Kirkcaldy or the UK anymore, I thought that the ask on Facebook for season ticket holders/applicants to contact the club was completely inappropriate.
I posted a comment of FB which I completely expect to be deleted, noted here for posterity
"I don't live in UK anymore but I completely think it is inappropriate to use Facebook as a mechanism to call out people for what is meant to be a private business transaction. Even as a last resort, failing phone calls and emails, social media is inappropriate for this outreach. If folks have failed to pay or follow through on a transaction - it should be logged as a missed business opportunity. There are many comments on the "unofficial" ProBoards forum about the quality of social media interaction with the fans and this IMO is one of the most egregious. Keep business transactions private."
Feel free to add as appropriate and based on responses to Harlan's thread about "one thing you would change" let's keep this one on topic!
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icysmith
Junior
Posts: 666
EIHL Team: Fife Flyers
NHL Team: New York Rangers
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Post by icysmith on Aug 5, 2015 6:20:50 GMT
Totally agree Mitch.
It reeks of desperation and if it`s Pam that made the post, then what does she have to do with STs? If it wasn`t her, then I apologise.
Flyers PR is abysmal and quite embarrassing to be honest.
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Post by scoles1 on Aug 5, 2015 6:32:31 GMT
I was one of the names called out along won't my other half and my dad. We submitted season ticket application for all three of us and never heard anything for a long time.
Eventually and email was received which wasn't very pleasant at that point after no confirmation of our seats or anything we decided to reply and cancel our tickets.
This was a good month ago.
Then I noticed the post yesterday. My other half received another email saying no payment had been made and that it had to be received before 5pm yesterday or our seats would be removed.
That's two years running we have applied for tickets and two years running that we have decided to pull them after no confirmation of seats and poor contact from the club.
If I am going to ve forking out over 1k I expect at a minimum good communication.
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tam
Junior
Posts: 742
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Post by tam on Aug 5, 2015 6:38:40 GMT
totally agree, i had to check my bank balance to see if my season tickets were processed, not even an email to confirm them. i was asked what the f@@k do you want when i dropped the application in right enough.
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Post by jambitink on Aug 5, 2015 8:35:02 GMT
I was called out yesterday for saying that Flyers are by far the least professional outfit in the league. This is more evidence to back my claim. Naming people who haven’t followed through with season ticket commitments is probably one of the most ridiculous things I’ve seen from any sporting organisation. It should be used as a tool to give the fans information (Which it fails to do), not try and get in touch with individuals. If it was that important why didn’t they search the list of people that follow the club. I’ve heard the name Pam mentioned in regards to social media a number of times. Does anyone know Pam? I am curious to know if the social media posts are approved by the Flyers or does Pam have full control over this? I’m sure Pam does this job in her own time with very little reward and I feel the club are hanging her out to dry and it’s just another example of the club penny pinching.
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Post by federov91 on Aug 5, 2015 8:40:40 GMT
For me the issue is fairly simple, having studied the management of social media and its effects. The issue for many fans is the issue that our social media is out of date, for me 10-15 years and more importantly falling behind rival clubs. I think there are two main problems with this, our social media approach and the clubs control of information.
Firstly, our social media approach, the club are focused on promoting season tickets and gloating when we win, where social media on a whole has moved on now to focus on fan engagement. Fan engagement is key; while winning is not always possible and a club will have good and bad seasons, if you can keep the fans engaged and make them feel like they are at the centre of the club, this will help us succeed, there is evidence out there from other sports that fan engagement in social media creates loyalty, which will importantly keep fans coming back and more importantly turns into revenue. Secondly, the control of information seems the main problem; the management seem more than content to drip feed everyone with the minimum possible with the weekly FFP and critical online posts are being deleted, in contrast other clubs are happy to engage and have realised that you can communicate instantly to thousands of fans and more importantly fans can through the Fife Flyers name communicate instantly with each other, positively or negatively for thousands to see and if the club does not change what its doing and act the fan to fan negative communication will only end badly.
What would I do to change? Firstly, I think Fife Flyers are in a unique position (maybe Nottingham too), we are one of the best hockey clubs in the UK, in a league made up of hockey teams like Braehead and Sheffield and importantly there is a difference. In a social media sense what I mean is hockey clubs like Fife have a unique blend of stories, everyone remembers their first Fife games, their first favourite players or experience, we have this going back decades, through different league structures, we have the good and the bad times. If we can get fans talking about this we can establish more powerful emotional connections between fans and let fans feel engaged and connected through the clubs social media. I really think this can be done, through simple things like posting pictures or video clips of before through ‘On this day in…’, For example, I would love the chance to talk about the time when we came from 4-0 down against Peterborough Pirates to win (or go through) and I know everyone has there stories, if we could all be sharing or talking about these things in combination with the recent match, Flyers TV and what is upcoming, social media would be buzzing. Also, social media now is all about sharing experiences, seeing what you and other fans are reacting to games, goals etc. I love in the NHL how they have people using social media to show pictures or videos of how they are watching or how they celebrate goals…, how easy is this to set up, evidence shows that how when fans are involved in even the simplest way as such as a retweet or a facebook reply, their loyalty grows and they are more likely to come back, this just seems such an easy way to involve fans, everyone has their story and it help shows what makes our brand unique, which we don’t promote enough.
Finally, I think the control of information has to change, we must be active with more blogs and podcasts, the Murdoch Blog and Podcasts are great, if we can get this going alongside official ones, give the fans more of the increased access from multiple views which would be great and importantly social media that you can read or listen to when you want rather than wait for every Thursday. Importantly, the way the club deals with fans must change, the club must start talking to the fans, trying to understand the fans, what we want and what we value. For me all we are looking for is to know that our money is being used wisely and we are respecting the fans through service and information, if we can do this the club, there is no bigger promoter than a turned around fan. Help these fans and they will communicate and promote the club for you… Well done to anyone who made it to the bottom of this essay, I hope we can keep this thread constructive and the club will maybe read it and let some of us help in any way we can.
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finchy
Pro
Posts: 1,567
EIHL Team: Fife Flyers
NHL Team: New Jersey Devil
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Post by finchy on Aug 5, 2015 8:42:09 GMT
I was called out yesterday for saying that Flyers are by far the least professional outfit in the league. This is more evidence to back my claim. Naming people who haven’t followed through with season ticket commitments is probably one of the most ridiculous things I’ve seen from any sporting organisation. It should be used as a tool to give the fans information (Which it fails to do), not try and get in touch with individuals. If it was that important why didn’t they search the list of people that follow the club. I’ve heard the name Pam mentioned in regards to social media a number of times. Does anyone know Pam? I am curious to know if the social media posts are approved by the Flyers or does Pam have full control over this? I’m sure Pam does this job in her own time with very little reward and I feel the club are hanging her out to dry and it’s just another example of the club penny pinching. My understanding is that several people have access to post on official club social media platforms. Possibly one of the many problems. I disagree about anyone being hung out to dry though- like I've posted on another thread, how hard is it to tweet or facebook messages?
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Post by jambitink on Aug 5, 2015 9:08:03 GMT
I was called out yesterday for saying that Flyers are by far the least professional outfit in the league. This is more evidence to back my claim. Naming people who haven’t followed through with season ticket commitments is probably one of the most ridiculous things I’ve seen from any sporting organisation. It should be used as a tool to give the fans information (Which it fails to do), not try and get in touch with individuals. If it was that important why didn’t they search the list of people that follow the club. I’ve heard the name Pam mentioned in regards to social media a number of times. Does anyone know Pam? I am curious to know if the social media posts are approved by the Flyers or does Pam have full control over this? I’m sure Pam does this job in her own time with very little reward and I feel the club are hanging her out to dry and it’s just another example of the club penny pinching. I disagree about anyone being hung out to dry though- like I've posted on another thread, how hard is it to tweet or facebook messages? Well you’d think that but judging by what I see from my own Facebook friends each day you’d be surprised. I agree it’s probably a worse situation if a number of people have access to it meaning in one has accountability. Its clear that none of the people involved have any qualifications or experience in public relations.
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Post by jambitink on Aug 5, 2015 9:11:20 GMT
For me the issue is fairly simple, having studied the management of social media and its effects. The issue for many fans is the issue that our social media is out of date, for me 10-15 years and more importantly falling behind rival clubs. I think there are two main problems with this, our social media approach and the clubs control of information. Firstly, our social media approach, the club are focused on promoting season tickets and gloating when we win, where social media on a whole has moved on now to focus on fan engagement. Fan engagement is key; while winning is not always possible and a club will have good and bad seasons, if you can keep the fans engaged and make them feel like they are at the centre of the club, this will help us succeed, there is evidence out there from other sports that fan engagement in social media creates loyalty, which will importantly keep fans coming back and more importantly turns into revenue. Secondly, the control of information seems the main problem; the management seem more than content to drip feed everyone with the minimum possible with the weekly FFP and critical online posts are being deleted, in contrast other clubs are happy to engage and have realised that you can communicate instantly to thousands of fans and more importantly fans can through the Fife Flyers name communicate instantly with each other, positively or negatively for thousands to see and if the club does not change what its doing and act the fan to fan negative communication will only end badly. What would I do to change? Firstly, I think Fife Flyers are in a unique position (maybe Nottingham too), we are one of the best hockey clubs in the UK, in a league made up of hockey teams like Braehead and Sheffield and importantly there is a difference. In a social media sense what I mean is hockey clubs like Fife have a unique blend of stories, everyone remembers their first Fife games, their first favourite players or experience, we have this going back decades, through different league structures, we have the good and the bad times. If we can get fans talking about this we can establish more powerful emotional connections between fans and let fans feel engaged and connected through the clubs social media. I really think this can be done, through simple things like posting pictures or video clips of before through ‘On this day in…’, For example, I would love the chance to talk about the time when we came from 4-0 down against Peterborough Pirates to win (or go through) and I know everyone has there stories, if we could all be sharing or talking about these things in combination with the recent match, Flyers TV and what is upcoming, social media would be buzzing. Also, social media now is all about sharing experiences, seeing what you and other fans are reacting to games, goals etc. I love in the NHL how they have people using social media to show pictures or videos of how they are watching or how they celebrate goals…, how easy is this to set up, evidence shows that how when fans are involved in even the simplest way as such as a retweet or a facebook reply, their loyalty grows and they are more likely to come back, this just seems such an easy way to involve fans, everyone has their story and it help shows what makes our brand unique, which we don’t promote enough. Finally, I think the control of information has to change, we must be active with more blogs and podcasts, the Murdoch Blog and Podcasts are great, if we can get this going alongside official ones, give the fans more of the increased access from multiple views which would be great and importantly social media that you can read or listen to when you want rather than wait for every Thursday. Importantly, the way the club deals with fans must change, the club must start talking to the fans, trying to understand the fans, what we want and what we value. For me all we are looking for is to know that our money is being used wisely and we are respecting the fans through service and information, if we can do this the club, there is no bigger promoter than a turned around fan. Help these fans and they will communicate and promote the club for you… Well done to anyone who made it to the bottom of this essay, I hope we can keep this thread constructive and the club will maybe read it and let some of us help in any way we can. Very good post. Spot on
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Post by forgetfuldan on Aug 5, 2015 9:24:46 GMT
I disagree about anyone being hung out to dry though- like I've posted on another thread, how hard is it to tweet or facebook messages? Well you’d think that but judging by what I see from my own Facebook friends each day you’d be surprised. I agree it’s probably a worse situation if a number of people have access to it meaning in one has accountability. Its clear that none of the people involved have any qualifications or experience in public relations. At a supporters club meeting I asked about the involvement with Social Media. As someone who works for one of the industries biggest online moderation companies I have a lot I could bring, a crisis simulation would be the first to help the Flyers deal with the backlash of complaints they receive on a daily basis rather than just deleting the comments. I was told speak to Pam, she does everything on social media. Great well when you offer yourself you'd expect a reply right? Nothing ever came from it. Shame really, it's embarassing to see the Flyers brand fail in an area where we're increasingly growing.
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Post by allan1745 on Aug 5, 2015 9:33:56 GMT
Well you’d think that but judging by what I see from my own Facebook friends each day you’d be surprised. I agree it’s probably a worse situation if a number of people have access to it meaning in one has accountability. Its clear that none of the people involved have any qualifications or experience in public relations. At a supporters club meeting I asked about the involvement with Social Media. As someone who works for one of the industries biggest online moderation companies I have a lot I could bring, a crisis simulation would be the first to help the Flyers deal with the backlash of complaints they receive on a daily basis rather than just deleting the comments. I was told speak to Pam, she does everything on social media. Great well when you offer yourself you'd expect a reply right? Nothing ever came from it. Shame really, it's embarassing to see the Flyers brand fail in an area where we're increasingly growing. You should write to the club
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Post by perthfifeflyer on Aug 5, 2015 11:32:46 GMT
I'm a St Johnstone fan (for my sins) who share many aspects with the Flyers. Both organisations that have throughout the years aimed to live within their means at the expense of chasing the dream. It can be frustrating.
I follow both organisations Social Media and the gulf in professionalism is unbelievable. A lot of that is from Ross Cunningham's new role at Saints, but even before him joining FT.
There's no doubt that the fan engagement from Saints' social media has continued to bring money in from fans who were drifting away.
Flyers are failing big style.
I started following the flyers two seasons ago. If it hadn't have been for Matt Nickerson entertaining me that night and the superb social media from Ross that year, my new found love of Ice Hockey maybe wouldn't have happened.
The Flyers are risking losing fans and more importantly failing to attract new ones.
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Post by waterboy on Aug 5, 2015 13:49:10 GMT
Steelers latest video put out across twitter facebook youtube etc etc, very good video even if it does have simmsey in it.
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Post by jambitink on Aug 5, 2015 14:11:33 GMT
I'm a St Johnstone fan (for my sins) who share many aspects with the Flyers. Both organisations that have throughout the years aimed to live within their means at the expense of chasing the dream. It can be frustrating. I follow both organisations Social Media and the gulf in professionalism is unbelievable. A lot of that is from Ross Cunningham's new role at Saints, but even before him joining FT. There's no doubt that the fan engagement from Saints' social media has continued to bring money in from fans who were drifting away. Flyers are failing big style. I started following the flyers two seasons ago. If it hadn't have been for Matt Nickerson entertaining me that night and the superb social media from Ross that year, my new found love of Ice Hockey maybe wouldn't have happened. The Flyers are risking losing fans and more importantly failing to attract new ones. I think Nickerson was the reason for a lot of fans going last season when things weren’t going so good. I think Fife will always attract crowds win or lose but it will drop slightly when the team is playing bad. However no matter how much the team struggled the crowds remained high and that was purely because of Nickerson.
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Post by perthfifeflyer on Aug 5, 2015 14:25:44 GMT
I'm a St Johnstone fan (for my sins) who share many aspects with the Flyers. Both organisations that have throughout the years aimed to live within their means at the expense of chasing the dream. It can be frustrating. I follow both organisations Social Media and the gulf in professionalism is unbelievable. A lot of that is from Ross Cunningham's new role at Saints, but even before him joining FT. There's no doubt that the fan engagement from Saints' social media has continued to bring money in from fans who were drifting away. Flyers are failing big style. I started following the flyers two seasons ago. If it hadn't have been for Matt Nickerson entertaining me that night and the superb social media from Ross that year, my new found love of Ice Hockey maybe wouldn't have happened. The Flyers are risking losing fans and more importantly failing to attract new ones. I think Nickerson was the reason for a lot of fans going last season when things weren’t going so good. I think Fife will always attract crowds win or lose but it will drop slightly when the team is playing bad. However no matter how much the team struggled the crowds remained high and that was purely because of Nickerson. Which is why not recruiting an enforcer is a bad move, not just on the ice but for Tams pocket too.
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