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Being Liked Is Overrated

by Daria Steigman on March 15, 2011

Blogging, Handling Negative Comments, Social Media, Independent Thinking, Steigman Communications During a recent MarketingProfs Webinar on managing your online reputation, C.B. Whittemore said that “negative stuff isn’t all evil.” She cited a study that found that 64% of people trust social media more when there are both positive and negative comments.

This makes sense. I’m more likely to value reviews when there’s a mix of good and bad. First, the mix gives me context. Second, I have some faith that the company didn’t just flood the channel with its own evangelists.

So why are so many companies afraid of negative comments on their Facebook page, on a blog post, or in other social outposts?

Here are four reasons to embrace negative comments:

  1. Negative comments can alert you to a problem (real or perceived) that you might not know you have. Embrace the learning opportunity.
  2. Negative comments give you a chance to explain or clarify your position. For example, say 50 people are carping on Facebook that you won’t extend a promotion. What would happen if  you said “sorry you missed this one” and offered them a code to sign up and get advance notice about your company’s next promotion?
  3. Transparency builds trust. It’s okay to disagree with a customer, a client, or a prospect. We’re not clones.
  4. A concerted campaign of negativity can energize your evangelists to come to your defense. (First, of course, people have to trust you.)

When I was president of my condo board, there were a couple of co-owners who didn’t like to take no for an answer. They’d call me up and state their case. I’d listen, and then politely explain why what they wanted wasn’t feasible. Then they’d come to the public meeting and ask the same question. My response: “As I told you when you called me earlier…”

If this were online, would anything have changed? I don’t think so.

Photo by Stefan Cloo (Flickr).

Have you signed up to receive the Independent Thinking newsletter? Now’s the time! Once a month I’ll send you exclusive, subscriber-only content highlighting interesting articles I’ve found, as well as tips on marketing, social media, and how to grow your business. Sign up today!

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10 Social Tools to Help Your Business

by Daria Steigman on March 7, 2011

Social Tools, Social Media, Independent Thinking, Steigman Communications, llcWe talk a lot about the “big 5″ social media platforms (blogs, Twitter, Facebook, YouTube, and Flickr).  But the conversation universe is a much bigger place, and there are other platforms, channels, and tools that just might make sense for your business too.

Here are 10 of them (thanks to a terrific closing session at the Frederick New Media and Technology Conference on February 24 that featured 10 speakers, three minutes each, talking about 10 less-well-known social tech tools):

  1. BuddyPress. Beth Schillaci said that this “social networking in a box” open-source WordPress add-on lets you build a community within your own space (e.g., where you have control and own your data). Suggested uses, said Schillaci, include a safe space for a student community and an in-house (employee) community that you can tuck behind a firewall.
  2. Tumblr. Jessica Hibbard called the microblogging site “an elegant solution” for curating content. She said it is an easy way to post content as diverse as video, photos, and chat scripts. Hibbard said business uses include showcasing your thought leadership by creating a central location for industry news (LL Bean does this) or as a way to connect with your community. There’s even an “ask me anything” button.
  3. Meetup. Kelly Beach said that you need to give to your community before you can start selling, and a Meetup group is one way to do this. She also pointed out that, with 250,000 meetups monthly, it’s a great way to connect with like-minded people in your community.
  4. SlideShare. See my 4 tips for using SlideShare.
  5. Quora. Lisa Byrne said that the fledging Q&A site is great way to both be helpful to your community and to ask for help. She said one way to use Quora is to ask questions that will help you deliver a better service or build a better product. (See here for my early take on Quora.)
  6. HootSuite. Like TweetDeck, Hootsuite is another popular Twitter client designed to make social media monitoring and engagement easier. Sandy Sponaugle said that Hootsuite supports several multimedia sites and recently rolled out a new analytics tool.
  7. 3D Visualization. Darian Robbins talked about using Google Earth to layer information to create a 3D representation about your business. Can you say cool?
  8. Open Source E-Commerce Systems. Nick Damoulakis talked about six good e-commerce products. UberCart and WP e-commerce both work with WordPress. His favorite: Magento, which he termed a “mini-Amazon.com” (lots of functionality, but it’s not plug and play).
  9. HTML5. Jon-Mikel Bailey said that HTML5 is all about user experience. He said that the code is easier to develop and maintain, and that it gives you lots of options (including chat features and better form management). This is developer geek chic. While the rest of us don’t have to know how to do it, it helps if we know what can be done.
  10. Google Instant. Jeannine Morber said that Google is moving increasingly toward valuing relevance in search. She said that the biggest implication is that content is and will continue to be the most important and relevant element of your Web site.

What’s your favorite “outlier” social platform or tool?

Photo by tuppus (Flickr).

Have you signed up to receive the Independent Thinking newsletter? Now’s the time! Once a month I’ll send you exclusive, subscriber-only content highlighting interesting articles I’ve found, as well as tips on marketing, social media, and how to grow your business. Sign up today!

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5 Must-Have Tech Tools for Business

by Daria Steigman on February 14, 2011

Technology, Business, Independent Thinking, Steigman CommunicationsIn an interview with The New Small author Phil SimonZane Safrit asked a great question about essential business tech tools. It got me thinking about the  five tech tools my business can’t do without:

1. Access. People talk a lot about the cloud and cloud computing, but what good is having your documents and work processes offsite if you can’t access them? To me, being able to work anywhere today is dependent on a hard-wired Internet connection, a good router, a broadband card, and/or great WiFi.

2. WordPress. If Simon hadn’t mentioned WordPress in his top-5 list, I might not have thought about it. But WordPress is an essential technology platform because it powers my Web site and my blog–the “home base” for my business.

3. SmartPhone. It seems hard to fathom that I once walked around without a portable phone. Now I can’t imagine not being able to check e-mail on the go. And that doesn’t even touch on all the other productivity apps I access daily–and, of course, the mobile phone. My current phone of choice: Motorola’s DROID.

4. TweetDeck. My Twitter client of choice, I don’t just use TweetDeck to keep up with trends, breaking news, and my Twitter community. With its real-time streaming, it’s also great for tweetchats. In addition, I use the platform to monitor LinkedIn status updates and my Facebook feed.

5. Google Reader. I don’t know why anyone says RSS is dead. Between the 130+ blogs I read regularly and the alerts I’ve set up, Google Reader makes it possible for me to organize and process a great deal of information. I also like that I can follow smart people and aggregate–right in Google Reader–what they are curating. Plus there’s a terrific mobile app so I can catch up with my reading on the go.

What tech tools are in your business arsenal?

Have you signed up to receive the Independent Thinking newsletter? Now’s the time! Once a month I’ll send you exclusive, subscriber-only content highlighting interesting articles I’ve found, as well as tips on marketing, social media, and how to grow your business. Sign up today!

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9 Steps To Your Social Media Check-up

by Daria Steigman on February 2, 2011

social media, Independent Thinking, Steigman CommunicationsYour work is all around you. The reality in this age of spidered content and 24/7 WiFi is that other people can find out a lot about you really fast. And this holds true whether you’re online a little–or a lot.  Heck, I bet even people who live “off the grid” are finding themselves tagged in pictures on Facebook or otherwise showing up online. So doesn’t it make sense to know what’s there to be found when someone checks you out?

My latest Independent Thinking column provides guidance on where to look and what to look for when conducting your own social media check-up.

It also includes a book giveaway aimed at those of you new to social media. My friend and colleague Beth Schillaci has written Your Social Media Roadmap. It’s a workbook that takes you through the process of building a strategy and identifying what channels make sense for your business.

Book Contest Details

Want to win a free copy of Your Social Media Roadmap? Beth Schillaci has given me a signed copy of her book to give away here. Read the column, and then come back and leave a comment here on my blog about your social media goals for 2011 and what you hope to learn.

The best answer (judged by me) wins a copy of the book.

Photo by Ivan Walsh (Flickr).

Have you signed up to receive the Independent Thinking newsletter? Now’s the time! Once a month I’ll send you exclusive, subscriber-only content highlighting interesting articles I’ve found, as well as tips on marketing, social media, and how to grow your business. Sign up today!

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5 Reasons Businesses Use Social Media

by Daria Steigman on November 15, 2010

State of Social Media for Business | Independent Thinking | Steigman Communications, llcSo why are businesses using social media?

According to the State of Social Media for Business, the top goals for companies are branding and community. Rounding out the top five are increasing Web site traffic (hmm, I hope that’s not really an end in itself), identifying and addressing consumer needs, and business development.

The report identifies eight trends in business use of social media–from who is using it to how effective companies think their efforts have been.

Social Media Outposts

Twitter, Facebook | Businesses Using Key Social Media Platforms | Independent Thinking | Steigman Communications, llc

The report also looks at where companies are focusing their attention. Not surprisingly, Facebook and Twitter lead the list. But are their customers, clients, and prospects hanging out there? And do most businesses even know the answer?

The evidence suggests they don’t.

Clued In or Clueless?

Two things really stood out for me:

  • only 14.7 percent of companies are measuring their social media efforts; and (perhaps not coincidentally)
  • only 14.2 percent of companies say their strategies are very effective.

What makes the statistics particularly interesting is that survey respondents self-selected. As a result, the numbers reflect companies that are more knowledgeable about and more inclined to use  social media. That so few of these have adopted measurable strategies means there’s still a long way to go to make businesses truly social.

Have you signed up to receive the Independent Thinking newsletter? Now’s the time! Once a month I’ll send you exclusive, subscriber-only content highlighting interesting articles I’ve found, as well as tips on marketing, social media, and how to grow your business. Sign up today!

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