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Apple Gets More Serious About Using Twitter, but Why it Doesn’t Matter

October 22, 2009

Apple, the company behind aesthetically pleasing hardware that keeps fanboys drooling, has recently joined Twitter. If you take a look at any one of their four accounts, you’ll notice one thing: they’re not using Twitter to converse but to broadcast. Effectively, they’re porting their press release information to the wide open, and perhaps going a little more granular by featuring content specific to elements of iTunes.

itunesmusicsmallFirst, I’m going to say kudos to Apple for trying involve themselves in the world of social media. I’m going to stop there, though. Unfortunately, they still don’t quite “get it.” Let’s envision this scenario: a user has a support issue about an Apple product. If it was a Comcast product, you’d get a near immediate response from Frank Eliason, the company’s Director of Digital Care. Apple has no such protocol in place, and at this point, there is no engagement. If you used Twitter to direct a complaint to iTunes, if and only if they bother to monitor and respond to their replies, they would send you to their faceless and non-responsive customer support channel.

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When is Brand Evangelism a Crime? Exploring the Royal Caribbean Promotional Marketing Strategy

March 12, 2009

My husband Brian, who knows firsthand how much I eat, drink, and sleep social media, pointed me to an interesting critique by ExpertCruiser on a 2007 social media marketing campaign by Royal Caribbean.  That year, the cruise line launched a brand ambassador program.  Using market intelligence, Royal Caribbean identified supporters of the cruise line via social networking sites and took the opportunity to give fifty of the most ardent supporters, called Royal Champions, special privileges, including free paid cruises and invitations to special events with company executives.

In my upcoming book, The New Community Rules: Marketing on the Social Web (Amazon link), which is slated to be released in late Spring, I talk about the importance of brand evangelism as part of an effective community management strategy. Individuals who are passionate and who have never been previously incentivized to promote your product are already talking positively about you on the web. If they’re already raving about your awesome product and promoting your service for free, why not show them that you appreciate all they are doing and offer them additional perks? Why not encourage the spread of goodwill?

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Choice of Form: Two Legal Seminars As Social Media

December 2, 2008

This is a guest post by search engine optimization expert Gab Goldenberg, who actually spends a good chunk of his time in a classroom: he’s a law student!

I’m taking two seminar courses at school this term, and they each resemble a particular form of social media. A seminar is different from a regular course in that it necessarily involves interaction with the students — a seminar is to a regular lecture course as web 2.0 is to web 1.0. What is interesting about these two seminars I’m taking is the difference in the teaching styles and the relationships that result.

Professor Daniel Jutras’ classes begin with him and/or students covering some current events relating to the seminar’s topic. Then, Professor Jutras lectures for about an hour, covering the principal ideas in the week’s readings. We pause for 10 minutes, and when we return, the class asks questions or makes comments, to which Professor Jutras responds.

I see this seminar as a blog. The blogger (Professor Jutras) posts his ideas, occasionally throws in some editorial and takes some light, widget-fed microblogging (the current events some students share). As an aside, Professor Jutras makes it obvious when he’s editorializing, which makes it easy to take it for what it’s worth: an informed opinion, but not necessarily fact.

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When Somebody Dies in Your Social Networking Circle

November 29, 2006

We’d have never imagined the scope of our online communications when the Internet was first discovered for its networking potential. It soon became easy to chat with millions of people across the globe — and with forums, emails, and instant messages, this occurred simultaneously and with ease. Multitasking made it easier than a simple telephone or conference call. Forums and networks of friends enabled people to voice their opinions under a faceless name, though one that is often remembered more easily by a wider audience than ever thought possible.

The arm of social networking reaches farther than we’d have ever dreamed of a decade ago.

It’s a wonderful thing in its living being, and thriving social communities are indications that people flock to these social interactions despite how impersonal they may seem.

MySpace and Facebook User TombstoneIt’s no wonder that when someone dies in your social circle, it’s more than just hearing about another name or face in the news. It becomes real.

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