May 17, 2012

Why your organization’s participation in social media won’t turn people off

A new study says Americans expect companies to be participating in social media sites.  The numbers come from a survey by Cone.  Key findings:

  • 60% of Americans interact with companies on a social media website.
  • 93% believe a company should have a presence in social media.
  • 85% believe a company should not only be present, but should interact with consumers.
  • 56% feel a stronger connection and better served by companies who interact with them in a social media environment.

What does this mean to you — not just businesses, but any organization?

  1. Your customers or constituents are already looking for you online.
  2. Just showing up to the party isn’t good enough. You have to interact with people there.
  3. Interaction is not inherently intrusive. 
  4. Being obnoxious and self-centered is intrusive

More analysis at Podcasting News and Terry Heaton’s PoMo Blog.

Skills you need to thrive in new media

Steve Mays has a list of skills he believes you need to survive as a reporter in a new-media environment.  I think you can take it even further, and say these skills are important for anyone who wants to communicate effectively, whether as a reporter, or a PR person, or the director of a small nonprofit organization, or a business owner. Here’s Steve’s list, given to a reporter who wants to know how to make sure he always has a job:

  • Start blogging (any topic)  This includes reading other blogs
  • Start using an RSS news reader
  • Set up a twitter page (get a grasp of social networking)
  • Get a smart phone and learn how to use it (see above)
  • Keep a small digital (still/video) camera on his person at all times
  • Get a YouTube and flickr account and start using them. (any subject)
  • Begin the process of creating your brand

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Tell us your founding story — and be creative!

Kivi Leroux Miller says every organization should be able to tell a compelling “founding story” about how it got started. And she points to Heifer International as an example. That story has three key elements, according to Kivi:

  • It’s about real people.
  • It’s about real emotions.
  • It’s about real actions that those real people took based on those real emotions.

Stories are the lifeblood of communication. And the more your stories reflect the real people connected to your organization, the more they’ll help you connect with people who are listening.

The Internet gives you unprecedented opportunities to tell those stories in compelling ways. Instead of writing a simple text version of your founding story, how about sitting down with the founder and recording an interview? Talk to the people who were there at the start. Find an early customer or client, and hear how the organization made a difference. Use audio and video and photos to weave an interesting story that will emotionally connect, and make it all available in a form that people can easily share with others.

Make yourself a digital curator

Steve Rubel writes today that we’re facing an “attention crash.” We have so many sources of information bombarding us, it’s impossible to keep up. That’s why we need someone to help us manage all that information. Rubel calls that person a digital curator.

Every high–interest niche will be met by digital curators who can separate art from junk online and present it in a very digestible form.

As a communicator, the question you have to answer is, “What am I doing to become a digital curator for all the people who share my interests?” We are at an important time when those curation roles are unfilled for 99% of niche interests. You have an opportunity to step into the void and help people find the information they really want. And you can do it even more effectively than the algorithm of Google, because you can personalize it for them.

Establishing yourself as a digital curator — a provider of information — for your organization’s customers (or clients, members, or donors) is the most important thing you can do as a professional communicator.

No idol necessary

Katya blogs about the Idol Gives Back campaign, the fundraiser organized by the producers of American Idol. It raised $70-million, but Katya has a great takeaway point:

“…remember, you DO NOT NEED AN IDOL to raise money. Idol is great for attracting a mass audience, and that audience is what led to the scale of the money raised, but it wasn’t Simon or Madonna who prompted giving as much as the compelling (and perhaps slightly exploitative, though effective) stories they showed about people in need on their show. While we’d all like an audience of that size, or a celebrity spokesperson, don’t despair if you don’t have an A-lister out promoting you.”

What a great way of putting it! Now, more than ever, the important thing is that you’re offering your community something valuable, and that you’re effectively communicating that value by telling great stories. Think of yourself as a journalist-advocate — telling stories for a cause, because you believe in that cause, and because the product or service you’re offering can make a difference to people.

On a smaller scale, organizations often get hung up on their own “local idols.” They spend so much time chasing after TV and radio and newspaper coverage, that they don’t realize how easy it is to communicate directly with the people who care the most. Sure, you still need local media coverage of your events. But if you take the time to cultivate your community online, you’ll be well-positioned to communicate important information when those “idols” of local media fail to come through for you.

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