One question I get asked from time to time by clients is about how they can be better at social media. Given social’s influence particularly among younger people, it is an excellent question. The answer is usually give is to “be faster.” For most companies, that’s much easier said than done and let me explain why.
I spent most of my professional life in the corporate world. On a good day, they make decisions slowly in that world. Not only is it like turning an aircraft carrier in that it takes a long time but you often have a hard time finding anyone who will admit to having a hand on the wheel or to get them to turn it. For many decisions, that’s fine. For those wanting to be good at social, it’s fatal.
Part of the problem is no one is quite sure who controls the social sphere and it varies from org chart to org chart. PR, marketing, customer service, and other functional areas often have their fingers in (it’s not hard to find companies with multiple Twitter accounts). Sometimes they have different agendas. More importantly, they’re often staffed lightly and/or by interns performing the social monitoring and updating. Memes last hours in the social sphere. If you respond in a week, you’ve missed the peak. Look at all the (lame) Harlem Shake videos that are still popping up.
Being faster means having a clear set of guidelines, finding professionals to implement them, and trusting them to do so without running every tweet up the corporate flagpole. Most of the really embarrassing social faux pas have been made by clueless staff. Sure, there is the occasional well-intentioned failure when a campaign gets hijacked but most are the result of just being lame and not paying attention.
We can count the number of corporately-created things that have “gone viral” on one hand. Social media seem to have a pretty good nose for a company that’s trying too hard to create that social media hit and the backlash is often brutal (and funny). Being faster has to recognize that hasty and fast aren’t the same. But for any company to succeed the usual decision-tree needs to be pruned or uprooted completely.
Do you agree?



Comments
One of the best things about digital media is that it’s an open platform.
(Photo credit: Wikipedia)
Anyone can plug in and begin producing content or commenting on content that others have posted. Often those comments can be an interesting or insightful as the original article. They can also serve to provide balance when a “news” piece strays too far from the facts. I like reading comments most of the time and I appreciate those of you who take the time to add your thinking to mine here on the screed.
Unfortunately, there are those who use the ability to piggyback on the audiences good content attracts for other purposes. Here alone, spammers post dozens of fake comments with links back to their crap every day (WordPress has a built-in spam block that works exceptionally well). Elsewhere, trolls try to take over conversations, so the comments become a soapbox for rants against one party or politician or another no matter what the subject matter of the original story. It’s not just blog or news sites that suffer this – think about your own friends on Facebook or Twitter – seen any flame wars?
There are softwares that do moderation but they lack nuance and Im’ not sure they can fact-check a politely written bit of utter nonsense. Research has shown that an environment filled with negative comments can influence readers’ perceptions of the underlying subject matter negatively even when the piece is very neutral. What does one do? It’s not an easy answer. When we grappled with this issue many years ago as commenting became common, the solution my team went with involved, committed community members on a sort of neighborhood watch. We enabled certain folks who made insightful comments to alert us to issues and eventually even allowed some of them to block and edit to keep a safe, sane environment.
I think that’s about all we can do and still remain transparent while fostering conversation. People will have issues with your product or service and sometimes they’ll be very loud about their displeasure if it’s unwarranted. There’s not much one can do when that negativity is expressed via social shares that aren’t on your page but for the places under your control, encouraging polite, factual discourse can be a boost to readership as well as to your credibility and authenticity. That’s what I try to do here and what I try to get my clients to do as well. What do you do? Please comment (gulp!).
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Tagged as Comments, digital media, Flaming, Online Communities, social media, Wordpress