Ron Muns the Founder of HDI, my former employer, had a philosophy; always embrace valuable information and share it with your members no matter the source. And even if the “source” is "competitive", as long as it is credible and valuable, share it with your membership. The philosophy is more relevant today than ever.
Today with the pervasive information “traveling” throughout the networks called social media, information is just information, the value add is getting it to the right people, joining in the conversation, and enabling a vibrant discussion around the topic. The model is the same, the delivery has changed. There are so many new delivery methods.
There are also a ton of people that are trying to jockey for a position as a social media “expert” to help organizations figure out the best way to engage with this new medium. But there can’t be any true “experts.” There are people that are ahead of the curve on the tools and skills needed to navigate the virtual web, but the information is too vast and rapidly changing for anyone to have the time to be designated “expert.” Learn from people or organizations that are willing to help; avoid the "experts."
The greatest value we can add from an organizational perspective is to learn social media so we can share the information that will help the communities, customers, and members we serve. Give them a way to help each other through engaging the social media. Get to know Social Media to understand, learn, and grow with your community.
The goal is the same as when Ron started his company many moons ago before Social Media. You must know how to utilize social media, but it is not simply the social medium that is important; it is how you use it to serve your customers information that is credible and valuable …
Showing posts with label customer service. Show all posts
Showing posts with label customer service. Show all posts
Friday, February 12, 2010
Wednesday, December 16, 2009
Does Technology Encourage Rudeness?
Have you ever written and e-mail, blog, or posted a comment on a social networking site that you felt “bad” about after the fact? I find myself considering what I write these days more carefully than I used to. In my latest book, “The Teenager’s Guide to Life, Liberty, and the Pursuit of Happiness; A Parent’s Gift…” I warn teenagers about this phenomenon that I call APC “Alternate Personality Communication.”
APC is created when the communication is filtered through technology. We tend to be less human than we would be if we were sitting across the table or in the same room as the person with which we are communicating. I have become more aware of this and try to keep it in mind every time I post or comment on a post.
It is very pervasive in the political arena and its impact is corrosive on the entire process of governing. And even in my research of Blogs in the Software Testing community, I have found the same phenomenon. I would bet the mortgage that it is universal and pervasive in all social interaction that is filtered through technology.
So what can we do? As everything in life we can only control our own actions and the first step is awareness. We need to be cognizant when we communicate through technology of the “tone” we are taking. We need to ask ourselves if we were standing in front of this person would I “say” the same thing I am about to write? If I write this can it be “misconstrued” in any way?
I am not saying, don’t be honest. I am saying be as honest and respectful as you would be if the person you are communicating with was standing right in front of you. We need to debate, challenge, and participate in the conversation if we are going to grow both personally and professionally. But we will move forward faster as communities, industries, and individuals if we do it respectfully.
Arguing the concepts without degrading people is what we should promote. If people comment, post, or engage in an inappropriate way we need to take them to task the way the new media has determined is the most effective; ignore them!
As technology professionals we need to lead the way. I am working hard on this every day I post or comment which is most days, several times a day. Most of you that are reading this are probably in the same place as I am. But even if you are not engaged in writing in the social medium, you probably write e-mails every day and can apply this concept.
If you would like to post a comment please do but I hope you take the above advice when you take me to task. Write on!
APC is created when the communication is filtered through technology. We tend to be less human than we would be if we were sitting across the table or in the same room as the person with which we are communicating. I have become more aware of this and try to keep it in mind every time I post or comment on a post.
It is very pervasive in the political arena and its impact is corrosive on the entire process of governing. And even in my research of Blogs in the Software Testing community, I have found the same phenomenon. I would bet the mortgage that it is universal and pervasive in all social interaction that is filtered through technology.
So what can we do? As everything in life we can only control our own actions and the first step is awareness. We need to be cognizant when we communicate through technology of the “tone” we are taking. We need to ask ourselves if we were standing in front of this person would I “say” the same thing I am about to write? If I write this can it be “misconstrued” in any way?
I am not saying, don’t be honest. I am saying be as honest and respectful as you would be if the person you are communicating with was standing right in front of you. We need to debate, challenge, and participate in the conversation if we are going to grow both personally and professionally. But we will move forward faster as communities, industries, and individuals if we do it respectfully.
Arguing the concepts without degrading people is what we should promote. If people comment, post, or engage in an inappropriate way we need to take them to task the way the new media has determined is the most effective; ignore them!
As technology professionals we need to lead the way. I am working hard on this every day I post or comment which is most days, several times a day. Most of you that are reading this are probably in the same place as I am. But even if you are not engaged in writing in the social medium, you probably write e-mails every day and can apply this concept.
If you would like to post a comment please do but I hope you take the above advice when you take me to task. Write on!
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