The metaphore is dead simple and yet it is realistic: Social Media is like a party, and being there just for showing up is not enough, even harmful for your reputation or your brand. Most of us can remember those good ol'high school parties in friends' houses, where everybody were having fun, knowing new people and keeping in touch with friends. There were also this hard-to-socialize girl or guy who didn't seem to care about anybody's presence, so everybody was asking what that person was doing there. As a teenager, I used to think it was kind of a "status" matter, but as I growed up, it became kind of arrogant and somehow ridiculous to me. Some attitudes can be almost ok for teenagers with existential or identity problems, but in Social Media party, businesses, people and brands that really asume what they are and forsake branding maturity can't just be there for the sake of "status". It is not just a matter of being 'on' Social Media... it's rather a matter of being or becoming really social. Call-center communications logics are just the start -and the least- of Social Customer Service, and the three simple principles stated in this article can be really useful for begining or improving Social Media relations with customers. -Jim K.
Via Jim Kordoba