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Highlights from Building a Positive Hospitality Brand Online #smwHospitality

smwHospitalitypanel-partialx311Earlier this evening, I attended the sold out session hosted by Pappas Group, “From React to Ignite: Building a Positive Hospitality Brand Online“, held in a beautiful venue I didn’t know about, Hamilton Live, part of the Hamilton in DC.

(Been to the Hamilton about a dozen times in the last couple of years – had no idea they had this classy night spot downstairs.)

Because of the people who were on the panel, I was really interested in going – not just because I know some of them, but because having that much combined knowledge on this topic in one room is a rarity. I’ll prove it to you with this video from Tara Lewis, of Yelp.

See what I mean?

From their Social Media Week events page, here’s the list of people featured (added links are to their Twitter accounts):

Panelists:
Lisa Byrne, Social Strategist for Pappas Group, Founder of DCeventjunkie & DC Wine Week
Tara Lewis, Regional Director of Marketing for Yelp
Laura Wilson, Social Media Manager for Hilton Hotels & Resorts
Katy Adams, Marketing Manager for Clyde’s Restaurant Group
Monica Bhide, Food, Culture and Lifestyle Writer
Luigi Diotaiuti, Chef/Owner of Al Tiramisu

Moderated by: Shashi Bellamkonda, Director of Social Media for Web.com

This was definitely a “had to be there” event, and not just because

  • we were in a sold-out room packed full of great people who were fun to network with
  • the panel was outstanding
  • there was both a free photo booth
  •  instead of just one free drink, Pappas Group unexpectedly kept the bar open.

(Yeah. Next time I say an event is unmissable, maybe be there? Just kidding. It was really great though. I work with some of the people involved from time to time, but you’ll be able to see by the pictures, video and tweets that this was a worthwhile event, and not just my bias.)

You will have one advantage you’ll have over us as you view the featured tweets and photos below – you’ll have the panelists and moderator Twitter handles handy.

(In fairness to the event coordinators, it’s not like there was anywhere to post them – and the announcement has BOTH the Twitter handles and LinkedIn pages, unlike some other listings.)


Highlights from From React to Ignite: Building a Positive Hospitality Brand Online

From React to Ignite: Building a Positive Hospitality Brand Online was held tonight at The Hamilton in DC, sponsored by the Pappas Group. Here are a few highlights, more to come. (Send a tweet to @wgbiz to suggest your content.)

Storified by Tinu Abayomi-Paul· Tue, Feb 19 2013 21:16:10

RT @daniellericks: "It’s important to be transparent and have your own identity" @thetaralewis #smwwdc #SMWHospitality< THISLa Shan
“@PappasGroup: Good giveaways require good content, a smart paid and earned strategy & a reason to share. #smwHospitality” @alogalboKimberly Barbano
@daniellericks @kimbarbano @lisabyrne People have no clue. "Oh, I could do that." #littledotheyknow #smwHospitalityJulie Garman
Targeting a small group of fans who will spread the news #smwHospitalityDC Blogger
30M accessing Facebook via mobile #smwHospitalityDC Blogger
RT @rnania: @lisabyrne and @mbhide are ruling the social media panel tonight with branding and pitching info #smwhospitalityHeather Coleman
@LauraEWilson SM Mgr Hilton Hotels/Resorts "Have a PAID strategy. Everything in social in not truly free." PREACH! #smwhospitality #smwwdcDanielle Ricks
RT @uva96: Be honest how you evaluate your success. #smwHospitalityYour Event Planner
RT @tammyportnoy: Social media interactions from restaurants and brands are now expected; it’s not a novelty. – @lisabyrne #smwhospitalityAndrew Bates
Peer to peer word of mouth is trusted over traditional advertising. What are your customers saying about you? #smwhospitalityMVP
love clear analysis of things often implicit in social media. Overwhelming w/ redundant content is bad in any platform. #smwhospitalityAnh Tran
WHOA. Pinterest grew 1047% in the last year. #smwHospitality @SMWWDCJulie Garman
THIS —> “@uva96: The Oreo tweet at super bowl wasn’t free, had strategists monitoring the Super Bowl. #smwHospitality” #SMWWDCIsabel Lara
RT @mVanPatten: Treat your 1st time customers like you’re trying to earn a 2nd date with them. #keepthemcomingback #smwhospitality http://pic.twitter.com/vxUaqg4lHeather Dolan
We track our content which is our goal. Hilton #smwHospitalityDC Blogger
Just because you answered my tweet doesn’t mean I care to tweet at you again. #keepthemcomingback #smwhospitalityMVP
Some of @lisabyrne’s wise words: Way we engage is changing. It’s loud out there and getting louder…need to get creative. #smwHospitalityCheryl
Anything you save online has an impact #smwHospitalityDC Blogger
Great panel. Well done pappasgroup #smwhospitality #smwwdc @ The Hamilton http://instagr.am/p/V7rzjzPRSr/Danielle Ricks
Staying authentic and sticking to the facts. @PappasGroup #smw13 #SMWWDC #smwhospitalityMichael Tan
.@thetaralewis: Don’t say anything online that you wouldn’t say to someone’s face. Everything you say online affects someone #smwhospitalityLaetitia
The #smwhospitality panel sharing their knowledge on branding… #smwwdc http://instagr.am/p/V7sBuWxRGH/Christen McCluney
@digitalsista always asks the hard questions. "How do we stay authentic when ppl r getting sued 4 negative comments?" #SMWHospitalityDanielle Ricks
#smwhospitality @digitalsista asked a great ?- Given that there’s now a fear of being sued for a review how does a biz deal w/ authenticity?Tinu Abayomi-Paul
How do you know when to listen to a bad review? (Or any negative comment) Context and source matter. #smwhospitalityKimberly Barbano
"If I don’t know, how am I going to make it better." @luigidiotaiuti #smwhospitalityHeather Coleman
"What have you tried in social media and failed at?" Great premise asked by @vanessafrench to #smwhospitality panel #smwwdcJill Foster
campaign that failed? Monica Bhide- failed a lot. Did cookbook giveaways with little response changed the strategy to engage #smwHospitalityDC Blogger
Even Hilton with Radian6, Hootsuite and proprietary tools has a hard time proving social ROI. Glad I’m not alone. #SMWHospitality Kilmurry
RT @kookabar: Creating a clear plan is key. A strategy should be in place. @PappasGroup #smwhospitality #SMWWDCReinier Bunnik
RT Tinu: #smwhospitality @thetaralewis talking about the missed opportunity of getting a bad review. Engaging can turn things around. // yesVanessa French
Good times with @PappasGroup and friends @TheHamiltonDC LIVE for #smwHospitality Panel http://pic.twitter.com/PLuWGtmpChristen McCluney
Thanks to all who joined us at #smwHospitality tonight and a big thanks to our panelists and entertaining moderator @shashib!Pappas Group
RT @pamarimba: @Laura Wilson on stage #smwhospitality doing a great job representing #Hiltonhotels @salbright22 @GeorgetownPRCC http://pic.twitter.com/7R4JWiNrGeorgetownPRCC
Photoboothing. #smwhospitality @PappasGroup http://pic.twitter.com/WqZy8XAGFaryn Maya
Good times with @PappasGroup and friends @TheHamiltonDC LIVE for #smwHospitality Panel http://pic.twitter.com/Z67ONrOlLinda Stevens
Good times with @PappasGroup and friends @TheHamiltonDC LIVE for #smwHospitality Panel http://pic.twitter.com/MjkXlRRgAmy Riolo
Good times with @PappasGroup and friends @TheHamiltonDC LIVE for #smwHospitality Panel http://pic.twitter.com/FtTUbYmUCécile
Good times with @PappasGroup and friends @TheHamiltonDC LIVE for #smwHospitality Panel http://pic.twitter.com/wXycneHfLydon Sacoff
RT @PappasGroup: 1 in 3 people would prefer to receive customer service via social rather than over a phone. @LisaByrne #smwHospitalityjustinromack
Good times with @PappasGroup and friends @TheHamiltonDC LIVE for #smwHospitality Panel http://pic.twitter.com/nRCJX3PhCristina Miller
RT @daniellericks: @LauraEWilson "A sweepstake/contest is not a magic bullet." #smwhospitalityWorld Sweepstakes
Good times with @PappasGroup and friends @TheHamiltonDC LIVE for #smwHospitality http://pic.twitter.com/lP9WSGOFKyle M. Henning
RT @daniellericks: @Tinu check us out! Good times with @PappasGroup and friends @TheHamiltonDC LIVE for #smwHospitality Panel http://pic.twitter.com/6RMY6jDeTinu Abayomi-Paul
Good times with @PappasGroup and friends @TheHamiltonDC LIVE for #smwHospitality Panel http://pic.twitter.com/eQZ6Erh4Events DC
RT @DCtravelgirl: Disney sells memories. People buy for emotion; recognize why people are buying #SMWHospitalityJeanne Eury Millsaps
RT @anharchy: @mbhide making excellent points about specificity and authenticity and how NOT SPAMMING is better. #totally #smwhospitalityMonica Bhide
Huh #smwHospitality @pappasgroup http://pic.twitter.com/qFLH9WEbFaryn Maya
Good times with @PappasGroup and friends @TheHamiltonDC LIVE for #smwHospitality Panel http://pic.twitter.com/SvMGyFfSMVP
Good times with @PappasGroup and friends @TheHamiltonDC LIVE for #smwHospitality Panel http://pic.twitter.com/cyFReRoJVal Noonan
Good times with @PappasGroup and friends @TheHamiltonDC LIVE for #smwHospitality Panel http://pic.twitter.com/qb1Up2Sxchelsea hurley
RT @amyriolo: Listening to @mbhide @LuigiDiotaiuti @shashib #smwhospitality dish on PR in hospitality industry http://pic.twitter.com/RhxFpTneMonica Bhide
Highlights from #smwhospitality #keepthemcomingback http://phobos.apple.com/WebObjects/MZStore.woa/wa/viewSoftware?id=530957474&mt=8 http://pic.twitter.com/Gorl5CuBWendy McAllister
RT @BridalBellhop: Good times with @PappasGroup and friends @TheHamiltonDC LIVE for #smwHospitality Panel http://pic.twitter.com/LNqpVFGEkillarae
Nice “@shashib: Good times with @PappasGroup and friends @TheHamiltonDC LIVE for #smwHospitality @pappasgroup Panel http://pic.twitter.com/a19RAf5y”Tammy Portnoy
“@daniellericks: @LisaByrne "Establish networks online BEFORE you need people!" TRUTH #smwHospitality #smwwdc”Lisa Byrne
“@tammyportnoy: Social media interactions from restaurants and brands are now expected; it’s not a novelty. – @lisabyrne #smwhospitality”Lisa Byrne
Thank you @LisaByrne for organizing an amazing event! Great to finally meet you! @PappasGroup #keepthemcomingback #smwhospitality #smwwdcMichael Tan
RT @tammyportnoy: With me and @lisabyrne “@cmh_11: Good times w/@PappasGroup at @TheHamiltonDC LIVE for #smwHospitality Panel http://pic.twitter.com/Fx1qdVyR”Lisa Byrne
"@cbhurley: Good times with @PappasGroup and friends @thehamiltondc LIVE for #smwHospitality Panel http://pic.twitter.com/1KL3ZuWe"Becky Radich
RT @PappasGroup: Pappas Account Team in all their glory MT “@farynmaya: @TheHamiltonDC LIVE for #smwHospitality http://pic.twitter.com/jtTh5bRn”Becky Radich
TY @shashib for moderating this evenings #smwhospitality event … AVera Holman
#smwHospitality photo booth opp with my boy and gals leezawacki tammyportnoy & Cheryl @ The Hamilton http://instagr.am/p/V8EMToK2mR/Lisa Byrne
RT @LuigiDiotaiuti: Good times with @PappasGroup and friends @TheHamiltonDC LIVE for #smwHospitality Panel http://pic.twitter.com/3EzBknF4Anthony Pilla
#smwhospitality @LauraEWilson seymac23 http://instagr.am/p/V8HL5BgpHs/LTL
RT @PappasGroup: 1 in 3 people would prefer to receive customer service via social rather than over a phone. @LisaByrne #smwHospitalityRobin Selvy
Panel tips: personalized pitches go a long way, as do establishing media relationships before you need them. #SMW13 #SMWHospitalityThe Hamilton
Awesome creative from our pappasgroup crew! Gearing up for #smwHospitality @thehamiltondc @ The Hamilton http://instagr.am/p/V7cWv0K2mE/Lisa Byrne
#smwhospitality @thetaralewis talking about the missed opportunity of getting a bad review. Engaging can turn things around.Tinu Abayomi-Paul

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