Survey of attitudes toward social media and the workplace, reputational risks, privacy... all the juicy topics.
May 2009 Archives
Summary of what CRM suppliers are doing with Twitter. Transactional integration, analytics, and their own use for marketing and support.
Need data points on Internet use, demographics, etc.? Pew shares updated trend info and raw data sets from their research.
Most posts about corporate social media policies focus on examples. This one goes through pieces to consider including in yours, and the thought processes to guide you to an appropriate policy for your company.
"Social media-only analysis is 'not a mirror' of all WOM, and one does not predict the other, says [Keller Fay Group] COO Brad Fay." Despite the casual conflation of WOM and social media, they're two different things, and we need to understand how the different schools of measurement work together to support the same clients.
Doesn't it violate some law of physics to have interns do anything other than menial labor? (Great ideas for anyone who hires summer interns.)
Monitors Wikipedia pages for changes, sends alerts to one or more email addresses.
Background on the citizen reporting model behind Ushahidi and the idea of a crowdsourced filter for noisy sources (such as Twitter).
Food for thought on what the consumerization of technology really means for business. Your customers may have better information than your employees. Your employees are used to better tools at home and expect more at work. Oh, and there are opportunities, too, for those who think creatively.
Emotionally rewarding social media metrics vs. dry, search-marketing metrics. Interesting thoughts on why we might gravitate toward the emotional rather than the ROI.
Is a group of people a community if its members don't know they're part of it? I don't think so, but some recent blog posts have confused community with something else. Before we redefine all of the useful distinction out of yet another buzzword, let's think about what makes a community. After all, your community engagement strategy requires a community to engage.
What a community is
Community is a nice-sounding word that threatens to become just another euphemism. Activists use it to describe entire populations, usually based on some attribute that gives them minority status. Politicians refer to "the community of nations," which is either all of the world's governments or the entire world population (clarity seems not to be the point). Community has come a long way since its local roots.
Now, marketers are using community to describe groups they'd like to reach. The references that inspired this post listed "communities" that were really market segments, such as teenage girls or white-collar professionals. While these examples can be useful segments, they're missing the essential elements of community:
Members not only know that they're a part of the group, they think of it as a community (but they might choose a different word to describe it). Membership in a formal organization is a big hint here, but not a requirement.
Communities know who is not a part of the community, too.
Members of communities have social connections with each other. They recognize each other as members of the same community.
Without communication, there's no community, and old communities fall apart. But communication alone doesn't necessarily lead to community.
Community members usually provide some level of support to each other.
Communities form for many reasons. Some reasons—common interests, careers, industries, demographics, geography—map nicely to segments that marketers find interesting. But members of market segments—whether defined by demographics, psychographics, purchase patterns or interests—don't form communities just because marketers want to try community strategies to reach them.
If your goal is to apply a community-oriented strategy to reach a particular market segment, your choices are to connect with an existing community or try to create one. And please, don't call a segment a community if there isn't one there.