This time around I am going to focus on public opinion and communication. Letter writing has always played a huge role in the spread of public opinion, with an example of this being during the heydays of immigration. In A True Picture of Emmigration, by Rebecca Burlend, the author told how her husband listened for news of letters coming from America. Then he would go and hear what was said of conditions in the U.S.. Nor can the power of the coffee and chocolates houses be forgotten - as those gathering places were where politics and popular opinion were vehemently discussed.
Jumping ahead to today, and particularly to the oft-bemoaned fact that everyone has their nose in their smart phones and tablets. And while I will admit that I too bemoan this on occasion it also cannot be ignored. Or, it might be better to say, "It is risky to ignore."
The forums for public opinion have changed, and become lightening fast....
......Pictures of a restraurant dinner on Facebook are usually sent with a comment.....
......Bored people, waiting in line, having nothing better than to Tweet their status......
Basically opinions of businesses and services fly with the speed of thought.
And businesses can only ignore this at their risk.
If you don't "hear" what is being said then you cannot highlight the praise, or show solid customer service, if there was a problem. Nor can a business afford to focus on just one "window" into the thoughts of their customers, because their clients may use a Tweet one day, or a FB post the next. Or they may be on a tablet, and writing a longer review on Google Plus.
More often than not we take "likes," "friends," "follows," "sharing," "retweets," and "endorsements" for granted; requests for them happen so often that they become background noise. Or an annoyance. For a business page, however, they form part of the life blood of the media interaction, particularly since search engines are more heavily tracking social media traffic.
What most don't realize is how thrilling a "like" or a "follow" can be to a business starting off into the strange world of social media.
And comments of satisfied customers can make a owner's whole day.
In truth, this holds true for most small businesses and their social media accounts. Activity means that people are staying aware of the business and their services.
Yet with the demands of keeping up with their own media platforms businesses sometimes it is easy to forget to return the favor for their customers.
For business to business relations "liking" a customer's page helps build activity for both, and to take that a step further - sharing posts between pages really helps. And it goes beyond that too; by keeping up with clients' pages, personal or business, you learn what is important to them. Plus you learn where you can help - whether as a business or as a person, by supporting their favorite causes.
So when you are out posting to your own social media sites make sure to look in on your clients'.
Like their pages.
Endorse their talents.
And share generously!
Cathy Mosley brings her 26 years of storytelling and writing experience to the realm of Social Media. To help small businesses.