Quiver & Quill

What does the phrase “social media community” actually mean?

There are thousands of communities on many different platforms within social media, yet the single phrase persists.

Being apart of the social media community means several things to me:

Listening. To what your customers are saying about you and to see if your brand promise matches the brand experience.
Responding. There’s what you say and where you are saying it: whether it’s in a social media press release, your corporate blog, your Facebook page or bloggers’ comments.
Showing up. Attending events,  being visible in search with a social media footprint and paying attention.
Giving back. As Guy Kawasaki mentions, an important part of the social media community is helping others who cannot help you.

I recently asked my community on Twitter whether using Twitter is synonymous to being apart of the social media community. Here’s what they offered:

Robert Scoble wrote: “Do you say you are part of the telephone community cause you use a phone? So, why do that with social media? I’m just a human, not a SM’er.”

He raises an interesting point—just because someone uses a technology does not necessarily make them a part of a community. However, if the telephone were used only by 1/3 of 1% of the US population (like Twitter) and those who used it shared similar political and social ideas, and they often met up and celebrated the way they were using the telephone, I would call them a part of a community. Would you?

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(The meaning of follow, by dhammza on Flickr)

When people follow you on Twitter how do you decide whether to follow them back?

Here are criteria I use:

• Your last three tweets made me laugh or think.
• I already know you, and/or read your blog.
• The link in your bio points somewhere interesting - not to a place I have to login to see
• I like your wallpaper, photo or your icon.
• You have sent me an @ reply with something interesting
• Following / follower ratio (no spammers thank you)
• Your bio is appealing
• Because I suddenly feel like it and will decide later if there’s a fit

I asked a few friends on Twitter the same question:

@bmanley:  For me, if they seem “techy” and don’t look “spamy”, I’ll follow.
@msjen:  I read their tweets if I don’t know them. If they are a good writer, funny & not shilling a product or service then I follow
@thehotiron:  I usually go ahead and follow, then see what I am following!
@JayNeely: @quiverandquill 1) Do I know them? 2) Do their tweets show we share interests? 3) Are they over-following? 4) Are they tweeting too much?
@BryanPerson: Check out that person’s profile/tweets and look for points in common: living area, tweet topics, profession, industry, etc.

How do you decide?

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Aaron Strout recently left Mzinga in an interesting way. He wrote this blog post that explained why he was leaving and reflected on his time with the company. It caught my attention, so I contacted Aaron to learn more about his background and business philosophy. The result was our robust conversation on social media marketing—how it works and why. Start by listening to minute 8:24 – 10 where Aaron discusses the criteria for social media marketing and suggests how to tie it into your business goals.

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Social media creates both collaboration and exclusivity.

Collaboration with tools like tags, wikis, forums and comments.

And exclusivity with limited invites to new services and the attention we pay to those with great stats, and friends & followers.

Does collaboration and exclusivity apply differently to businesses online than to people?

I recently came across OGILVY’s profile on Twitter which prompted this question.

Ogilvy is one of the world’s most influential advertising and communication agencies, positioning themselves as 360 degree brand stewards.
I am surprised that more than 500 people follow them on Twitter, and they are following no one in return.

I am sure there are pros and cons to this.

On the pro side, they have a good amount of followers and the fact that they follow none of them may make them come across as exclusive (a core brand characteristic?).
They also don’t need to concern themselves with offending someone they don’t follow since they follow no one.

On the con side, their exclusive positioning may prevent them from meaningful collaborative opportunities—and may make people on Twitter perceive them negatively.

So, Ogilvy UK—what was your thought behind not following anyone?

I would ask you directly, but since you’re not following me, I can’t DM you.

If the subject of online exclusivity interests you, check out: A Small World &  RUE LA LA.

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Should a brand build a single twitter account or ask each of its employees to build their own affiliated twitter accounts? It depends on the brand and why they are on twitter.

I will follow an employee’s affiliated twitter account if they have personality, or if they offer unique insight or access. Their actions do reflect on their company and impact my perceptions of it. In some situations, I have no interest in following an individual’s account. Take the online deal site Woot for example. I don’t care what their product manager had for lunch, I just want a good deal now.

I like Perkett PR’s approach to twitter. Their brand’s account features the picture of everyone who contributes to it. Each one also has individual accounts.

There are other more complicated considerations involved in creating employee-affiliated twitter accounts. Who owns the account? What happens to the goodwill and equity the employee created for your brand when she leaves the company?

In an ideal world, a brand would carefully select, train and celebrate its twitter brand evangelists. While their training would cover a code of conduct and key speaking points, it would also empower twitter brand evangelists to express their unique personality and willingness to help.

Until a brand can be sure that every person tweeting on its behalf exemplifies these qualities, I would stick with a single brand account.

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Clive Thompson, ­ NYTimes, suggests that Twitter is a return to the small town:

This is the ultimate effect of the new awareness: It brings back the dynamics of small-town life, where everybody knows your business.

I don’t agree.

Many of my friends who grew up in these gossipy small towns didn’t have a choice of where they could live. And as soon as they had an opportunity to, they moved away. Twitter is different in the sense that the “small town” in which you live is a small town you create.

In small towns the “juicy” information that tends to surface is usually one that their residents had no intention of sharing. There’s a choice in Twitter about what information is shared, and as a result, more control over how you shape people’s perceptions of you.

I recently met a few people who were hyper-vigilant about their personal brand, trying to control what people were tweeting about them and filtering pictures that showed them in social situations drinking, smoking, etc. Perhaps the small town analogy is a better fit here in the sense that you know your social activities always have the potential to be broadcast to people you would rather not know about them.

I prefer cities.

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I held Rubber Chicken IV at  Maggiano’s in Boston. 30 guests joined us for an evening of delicious Italian food and many fast yet intense conversations with colleagues and peers. We created an official Rubber Chicken IV soundtrack, as well as “beak breakers.” The beak breakers took some serious time to make; however, I think they helped to provide fuller networking experiences. Since we knew most everyone who joined us, and were aware of their likes and dislikes, we created cards design to help make sure that the right people met and quickly discovered why they were introduced.

For example, a beak breaker might say:

For Bob

• Ask Steve G. for a tip about video blogging
• Ask Jake for advice on time management
• Ask Zach B to share an embarrassing Facebook story
  

Essentially, we helped identify the people Bob should speak with and suggested a few questions to spark meaningful conversation.

The only disappoint for me was the event service Evite. Without my direct knowledge, they sent two reminders to more than 50 people about the event. They also sent a follow up email requesting that my friends and colleagues share their photos. They should know better than emailing my contacts without explicit permission, especially when they are representing that email comes from me. While there are many other services I could use, I think that people are more inclined to open an “evite,” rather than an invitation from a startup with which they are not familiar. If you have another service you like, I would appreciate the recommendation.

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 (Image courtesy of Krishna De, from Flickr)Children are less likely to lose touch with their friends because they’re connected by social networking sites from the moment they begin school. This was not the case with my parents’ generation. I recently reconnected on Facebook with a friend from middle school. Within two days, five of my other middle school classmates had reconnected with me. There was something exciting about looking at their profiles to see who they’ve become, how their faces have changed and how their personalities haven’t.When today’s kids grow up, their entire social network will age with them. They will decide who to remove from their networks and how much access to grant those who remain, rather than seeking out old friends. How will this affect their sense of who they are, who they were and whom they consider to be their people?

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