What brands can learn from #AskEddie


Earlier this week, a 15 year old work experience student, Eddie, took control of Southern Rail’s Twitter feed. On Tuesday afternoon Eddie kicked off his first enthusiastic tweet with:

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In case you missed this, Eddie was then instantly slammed with some of life’s most puzzling questions…

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Eddie was quick-witted and answered the questions with humour and intelligence. I’m not sure if you have ever spent much time looking through the Twitter accounts of rail companies but they’re not usually the friendliest of places.   Across 700 tweets Eddie gave as good as he got, was unfailingly polite and didn’t forget to answer questions about trains also.

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So with Eddie now finished his work experience placement, what can brands learn from his stint at Southern Rail?

1. Be fun!

No matter what brand you are, it is important to remember that keeping things light hearted could help appease your customers and get them back on side. Used within reason, humour can help provide a distraction and ease frustration.

2. Mix it up

Eddie was great, and what he proved it that it could be worth mixing up who you give the social media controls to. If you have a wide range of employees, it could be really effective to mix up who you allow near the social media to see if they bring a different approach. We advise to do so under close social media supervision however!

3. Don’t be scared to try new things

A stale, boring social media account can be really damaging for brands. Fear to try new things can result in just this. By taking a totally new approach and trying something you have never tried before, it’s most likely you’ll get a totally new outcome. This could result in drawing in new and engaged audiences, and reconnecting with your existing audience.

We thought Eddie was so brilliant we even considered offering him a job as a community manager at Sunshine!

If you think your brand’s social media account could do with a revamp get in touch with the specialist here at Sunshine – [email protected]