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.
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For me the last week the theme has been "communication." This hasn't been so much about my personal communication as about how it may be changing. Or not. When it comes to social media the popular outcry is, "It's killing social skills - Everyone is on their text!" and "It will do away with real letter writing - it will kill how we write at all!" Yet, this week I have seen more business articles on the need for businesses to actually communicate with their customers. To actually interact, and be social. And I have been avidly reading these articles in hopes of learning a means to get that idea across to clients. And, of course, being a history buff, my mind also began making comparisons to older forms of communication. The first, and most popular, comparison, and statement, is that there is always a outcry that new technology will kill the older. And while communication methods change - they never really kills the original. So I decided to do a two part blog on letter writing and social media; part history and part business. The first part will concern itself with a communications overview. And Part 2 will be concerned with the power and spread of opinion. I'd say that letter writing really hit its heyday as families and friends became separated by marriage and necessity, particularly as people immigrated off to more distant lands. The price of posting and of writing materials always was a factor, and so information was often crammed into as much white space as was possible. Even when telephones came along - the price of a call, particularly long distance calls, impacted how much time and information could be shared. And so back to the letter. When email came along it allowed for communicating across far greater distances, for next to nothing, and in a shorter time. Much more could actually be shared, and letter writing flourished again. Now we are seeing the same with the social media, though not at the length. People now don't have to save up a bulk of information, and then condense it all into cliffnote versions in their lives. It can be communicated as they think of it, and responded to just as quickly. Now back to business.... I know from having a father who was a salesman that business people are very social individuals. Often times business associates become lifelong friends, and conversations can go on for hours - if schedules allow. However, they are also trained in a business mind set. That says, "You have to get your sales point across quickly and efficiently." Mailings and advertisements are aimed at this. Even networking groups don't really allow social interaction; the members come in, present their product/service, and only if they have a minute at the end of the event can they grab a second to socialize. So when business personnel are dealing with social media they are still in the same "get to the point, and advertise" mindset. Getting your product and service out there is definitely the "why" of being on the internet, but the way of communicating needs to go back to the concept of knowing your customers. To do this, you have to think "conversation." This allows customers, particularly new customers, get a feel for who you are, and how you interact. You become a little bit more "real" to them, and they will feel more comfortable doing business with you. Keeping the story consistent is vital for any business pursuing social media as a marketing tool.
In many ways, strange as this sounds, it is often easier for the larger businesses. There they can meticulously study how to tell their brand's story; decide who will implement it; and monitor the responses. This even holds true when several departments are involved. There are guidelines and common structure. So what do they have that smaller companies don't? People. Smaller companies need social media, and a consistent message, as much as the bigger companies. Yet, when they are working on social media themselves it is often a case of "just put something out there." And where this comes from is, "We have to deal with business, and as long as we keep our media active we are good." Yes, activity is a necessity, but here is where the real challenge comes in - "What is going to make the effort worthwhile?" Even if you have managed to have a variety of material - text, links, photos, and videos - the question needs to be, "Are they relevant to your story? Or is it too random?" These are the best questions to ask. And are the best criteria to give yourself, your employee, or your hired specialist. In every business "how to book" and seminar one of the main emphasize is networking, and it is accepted as common sense that to build your business you have to know a range of people. Sometimes these are people you meet at networking groups. Sometimes it is an acquaintance you meet at the grocery store. And it is a solid practice. A practice that hold true for your Facebook, Google +, Linkedin, and Twitter interactions. And even Pinterest - "pinning" makes a difference too. When you "like," "follow," "connect," or "create a circle" another site, or customer, you begin to get their postings in your "newsfeed." Your newsfeed is usually found in your "home" on most of the platforms. However, what you see in your newsfeed is not, at that point, showing up on your public profile. This holds true for either personal, or business, pages; both of which have "home" icons and newsfeeds. Those postings in your newsfeeds offer a wonderful chance to help out your business associates and clients. As you read through your newsfeeds you can also share or retweet your colleagues' postings, and with this you help broaden their visibility. And remember, if you are pleased with their business - add a comment, or recommend them. So, when you go out to post, keep your business friends in mind, and help them out. It not only will help strengthen their web presence, but yours' too. Recently I realized that I had been rather spoiled by the quality of service that Microwebb Software provided, and because of that I will unabashedly give them a salute. What brought this realization was hearing how many business owners were not really sure about the companies they had hired to do search engine optimization. With MicroWebb Software I learned about the process, and what I was paying for.
Unfortunately search engine optimization is not the only area where otherwise savvy business owners take a leap of faith. This also holds true when it comes to their websites and social media platforms. A lot of this stems from the fact that computers and the internet can be intimidating, but indispensable. Business owners have been told that both websites, and social media, is now needed for modern marketing, and so the owners, sometimes reluctantly, have a website built. Then, perhaps, they enter the realm of social media. Of course, with larger companies they can hire someone to handle all of the intricacies, and the rest of the staff can stay focused on the real work. For the small to mid-sized business owners, however, they first tackle the large investment of hiring someone to create their website, and when the site is done they are willing to let it "do its thing." Then they may turn their attention to Facebook and Twitter, but often they cannot see much purpose to the exercise. And after a while the owners are approached and told that their website needs something called "search engine optimization." It sounds necessary, and much like was done with the original website, the owners hire someone to deal with the mystery. Where all of this is leading is a suggestion for a checklist that every business owner should keep. The realm of the internet, and web-based marketing, is speeding up, and this information is becoming indispensable. 1. Keep your web designer's name and contact information handy so they can keep your site updated with social media icons, and links for blogs. 2. The name of the company who did your search engine optimization so that you know what their package included. You will end up having more questions, such as, "Does it include handling social media marketing too? 3. Keep a list of your user names and passwords to your social media sites. What once appeared to be frivolous is now becoming a vital part of your marketing strategy. Take nothing for granted. Even if you don't really want to deal with it - keep the information at hand!! As a professional storyteller I have become used to the standard response to my profession...... "Do you tell in pre-schools?" At this point I usually give my little elevator history lesson about how storytelling is a very old performing art, which can provide entertainment for all ages. I usually place a particular emphasis how folk stories, from the world's cultures, cover pretty much all of the human condition. When I started my new business, White Fox Social Media, I made the mistake of assuming that this was an occupation that was fairly self-explanatory. So I was particularly surprised by the bemused reaction of many of my friends. And then I learned that there was also a second, consistent, reaction that came from business associates. My friends, at the point I've declared, "I've gone into social media marketing," give me a incredulous look. Followed by an, "Oh." And by both look and tone they make it clear that I have said the equivalent of, "I have decided to re-create the Pyramid of Giza out of fluff bunnies." Reactions are better when I mention this new occupation to business associates, since they are very aware of the power of social media in their marketing strategy. In many cases, though, it is apparent that they view the multiple needs of social media as akin to grappling a giant squid. So now I am developing two new elevator speeches. One for my friends about how social media has evolved to play a vital role in marketing. And one for my business associates to explain that the giant squid can be handled - one tentacle at a time. Some may wonder how a storyteller wanders off into the full-time business of social media marketing. And, I'll admit, I have occasionally wondered that myself, though not with any regrets. Social Media offers an intriguing array of opportunities to tell stories, and I am looking forward to doing so for my clients.
Over the last year I have been aggressively networking for my storytelling business, White Fox Productions, Ltd, and during many lunches social media was discussed. Often times one of the luncheon members would give a little talk on the topic, and it never failed that many of the listeners said that they didn't have the time to do their business's Facebook page consistently. And that wasn't even getting into all of the other platforms, such as Twitter, or Pinterest. The idea lurked in the back of my mind, where I was beginning to pull together the realization I had the needed skills. Over the last few years I had been studying how best to market my storytelling, and so was learning about how best to use Facebook, and other platforms, to my benefit. And I also have a background in writing, which has been used for the blogs, but still under-utilized. Many years back I had dreams (delusions?) of being a novelist, and did a creative writing portfolio for my Masters in English. Somehow, though, the novel sidetracked me into storytelling. I had been trying to write a believable folk musician, but I did not play a musical instrument or sing. And at one point I had the opportunity at a writer's conference to ask writer/musician, Emma Bull, how to write a believable musician. She told me, "Perform something. Get in front of an audience." A year later storyteller, Dan Keding, offered a workshop in storytelling. That was perfect! I loved listening to folk stories, and figured that I could at least practice my new found skills on family - and hapless friends. And after twenty-six years I am still storytelling (the novel is in the file cabinet), and now it is time to combine the storytelling and the writing into a new business venture. So, last week, White Fox Social Media was born. |
Cathy Mosley
Cathy Mosley brings her 26 years of storytelling and writing experience to the realm of Social Media. To help small businesses. Archives
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