Dec 4, 2009 | blog
For all of us experienced in social media with the concepts of sharing and open dialog deeply rooted in our ethos, this comparison probably doesn’t mean as much as it could for folks who don’t engage in social computing. I’m simply looking for ways we can all help explain some of these concepts to our overworked managers and VPs.
(Heh, ‘social computing’. That’s a nod to the corporate interpretation of social media – or it is in some ways. Mostly they like to say “collaboration” because its more professional sounding. I find it interesting that the moment the word ‘social’ is dropped, the reaction tends to be “we don’t pay people to socialize!”. Never mind that work itself is an accepted social construct designed to make labor for wage a palatable and productive arrangement. But I digress.)
Anyway, sometimes the easiest way to help people understand a concept is to compare it to something they already know or can intuitively envision. That’s where the Goodwill Ambassador comes in. In the social media sphere, we’ve developed the Community Manager (a role which perversely doesn’t “manage” anything) who is tasked with engaging customers. Nither the community or the conversations within require management of any sort. Rather they require participation. That participation has several aspects, ones that are quite familiar to people from any generation.
A goodwill ambassador brings a smile and cheer, they answer questions and facilitate getting answers. They often bring a sense of calm and reason, that you’ll be heard and understood. The concept of a goodwill ambassador is easy to digest and brings folks initially apposed to funding such a role as Community Manager around to a realistic perspective and frame of reference. For today, we have a need of these people who bridge the gaps between marketing and customer service, bringing personality and a voice to the organizations they represent.
Are you ready to share some goodwill with your customers?
Apr 16, 2009 | blog
So you’ve got a blog, or maybe a Facebook page, or another profile on a social network or new media site somewhere out there. Do you regularly post or update it? If so, it’s likely you have a community around it, whether or not you realize it.
You may have people who want to learn from you or share ideas with you. Are you prepared to take on that opportunity? You should because these folks are your greatest fans and can be part of your own brand/PR army that goes out doing the grass-roots efforts you would never think of.
Its especially critical for businesses in these tough times, to learn these methods and reward your community for being part of the team. They’re there to help, even more than to cheer you on – all they want is to be involved.
Microsoft figured this out over a decade ago with their MVP (Most Valuable Person) distinction. They discovered early adopters were talking about their products in forums and chat rooms. Instead of trying to control this critical group, the decided to engage them. By equipping them with additional tools and information, they were able to seed the market with knowledgeable, respected people. These people gave honest reviews, constructive criticism, and in general, useful feedback that the company then rolled into new product design.
Does your company do something like this? Have you really thought about rewarding your community? Why wait, start today by reaching out as yourself and not in the name of the company. Start sharing your experiences, challenges and success with theirs goes a long way to being part of that community, and from there, you can all do so much more.
Good luck!
Photo credit: Andy Tyler
Have questions? Want to learn more? Please feel free to contact me if you wish – my contact info is in the sidebar to the right. Email is probably the best way to get in touch, followed closely by Twitter.
Apr 12, 2008 | blog
I’d like to congratulate my friend Thomas Knoll on becoming the new Seesmic Customer Service and Community Support person. Thomas has a great interest in helping people use technology, and an easygoing manner that will benefit Seesmic’s growing user base.
Kudos to Loic Le Meur as well on hiring one heck of a great social media enthusiast!
You can find Thomas on Twitter and Seesmic as “dydimustk”.
