Social media and news

Posted on September 24, 2010 by Steve Mays

This morning Missouri Senator Claire McCaskill tweeted that it’s time to “fire the watchdog overseeing contracting in Afghanistan.” She included a link and invitation to her Facebook page where she posted a video explaining her positon and asking “what do you think?”

I’m sure this is happening hundreds of times a day but this still feels like something significant is happening. The senator has 40,000+ followers on twitter (not sure about Facebook). I’m sure elections have been won and lost by that many votes, but that’s not my point.

How would the senator have made her position known pre-twitter/facebook? Press release emailed to hundreds of media outlets? Radio interviews with big news stations in St Louis and Kansas City? Maybe a few seconds for a satellite interview with a couple of TV stations (or the networks)?

And for all I know she’s still doing this but in every instance, the media controls the experience. And there would be little or no opportunity for engagement with the people.

It’s not difficult for me to imagine a time in the very near future where Twitter replaces the emailed (faxed?!) news release. That’s probably already happening. And I am seeing more and more YouTube and Facebook video showing up in “newscasts.”

Real Journalists would insist that much is lost by them not having an opportunity to ask the senator “the hard questions.” But the’ll be hard pressed to find many viewers/listeners/readers who agree their questions add much. Not saying they’d be right, just that they don’t agree.

I’m going to go back to Senator McCaskill’s Facebook page and read some of the comments. And if anyone can put me in touch with her social media advisor(s), I’d really like to talk to them because they seem to know what they’re doing.

Visiting Facebook

Posted on August 29, 2010 by Steve Mays

“My mother made me a homosexual.”
“If I buy the wool, will she make me one, too?

During my college days (late ’60s), graffiti became something of a fad within our little group (along with trivia). I’m talking about the kind of graffiti you found on the walls of bathroom stalls.

It was common practice to tack a large piece of poster board to the back of your bathroom door with a Bic pin dangling from a string. These “conversations” could go on for weeks or months, becoming ever more baroque and obscure. We took great pride in our wit and when the poster was filled with scribbles, it was put on a wall someplace, like the pop art it was (or pretended to be).

I was reminded of this long-lost art by my first two weeks (back) on Facebook. What I’m seeing is mostly chit-chat. Short shout-outs and “Like’s” …maybe a photo here and there. And I do not mean to disparage these brief communications. I can see how Facebook has become a replacement for some/most email. A quick an easy way to ping your friends.

I think I get this kind of digital chatter. My friend David and I can string out an IM session composed of nothing but witless repartee. It’s fun. But I’m not getting this on Facebook, which probably says something about me and my expectations for the platform. As I try to understand the Facebook phenomenon, the first question that occurs to me is:

“What do I have in common with the people I have Friend’d and who have Friend’ed me?”

If the answer is: We went to highschool together 40 years ago or we work together… is that enough for anything but the most superficial relationship?

Every time I log onto Facebook, I get the same feeling I get at one of those management retreats when the “facilitator” tells everyone to “divide up into groups of four” or “turn to the person next to you and…” My buddy David would explain this by saying, “You just don’t like people.” I hope that’s not true but perhaps I wouldn’t be able to tell.

And on the subject of superficiality, I’ve been on Twitter since early days (6,000+ Tweets). But it’s a very different platform. More about “broadcasting” a thought or idea or link. If others find what you share interesting or amusing, they can “follow” along. If you happen to read their stuff and find it worth your time and attention, you can do the same. But you don’t have to be Friends.

I don’t know that I will ever acquire a taste for the Facebook Kool-Aid but that’s okay. There are lots of places to engage online, in a variety of ways. I’m growing ever more fond of Posterous (but won’t bore you with details). I’m a big Google fan and look forward to their next effort at social networking (Buzz didn’t click for me). And in a few weeks we’ll get a look at Diaspora, an open-source project by four young college students.

At work a few of us have been experimenting with a service called Yammer. It’s pretty much “Twitter” for a business or company. Only people who work for our company (and have a company email address) can use the service. This makes a lot of sense to me. There is sure to be a lighter, personal side to the “yams,” but it’s mainly to improve communication and productivity. I’m very interested in seeing if it gets traction.

As I reread the above it occurs to me that this might be the sort of stuff I’d like to see from my “Friends.” What are they thinking about?

But most folks aren’t comfortable with sharing too much about their lives. And Facebook isn’t the place if they did. So it’s beginning to make more sense to me. Facebook is place. And a good, comfortable place for a lot of people. I can pop in for a quick visit from time to time, but I won’t live here. Hope you’ll come visit.

Facebook. One more time.

Posted on August 14, 2010 by Steve Mays

Yesterday I created a Facebook account. This is the third, possibly the fourth, time I have attempted Facebook. I say “attempted” because I have never quite “gotten” Facebook. I think I understand social networks as well as the next person but this platform has just never been a good fit for me. So why give it another shot?

A couple of reasons. One, I’d like to better understand why FB is home to half a billion people around the world. Two, social networking has become a bigger part of my job and I can’t properly support clients without a feel for Facebook.

Connecting and communicating with people you know seems to be at the core of Facebook. I send you a “Friend Request” and, if you accept it, I can see some for all of what you’re doing on Facebook, depending on how you have your privacy settings configured. If you don’t accept, I’m blocked.

I’ve had lots of conversations with Facebook users in an effort to understand it (without actually using it). A common theme goes something like this:

Jane is miffed that Bill refused to accept (or ignored?) her friend request. He doesn’t want her to be part of his online life and she’s not happy about it. She thought they were, well, friends.

In the next breath, Jane is explaining why she is getting creeped out by the co-worker who keeps sending her friend requests. The irony is completely lost on Jane.

Some Facebook users deal with this by just accepting all friend requests and ignoring the stuff from the not-really-friends. Others just ignore the requests.

I don’t plan on spending any more time on Facebook than is necessary to understand how it works. I’ll auto post from my blog, YouTube, Twitter and all the rest. So, there will be no shortage of stuff on my “wall,” but it all originates from somewhere else where anyone can see what I’m up to. But that’s clearly less convenient that seeing all within the Facebook compound.

How will I handle “friend” requests (assuming I get any)? I’ll probably ignore them unless we already have an online connection (and I probably won’t give you a kidney, either).

So I’m headed off to Facebook with the same enthusiasm as for my first boy-girl dance party mom made me attend (on Bill Wicker’s patio). I didn’t dance there either.

What are they tweeting about your company?

Posted on July 23, 2010 by Steve Mays

Co-worker Jeff shares the following story from the road:

On Monday I was flying from St Louis to Milwaukee. My flight was delayed by an hour, which obviously I was frustrated. When I landed in Milwaukee, I went to the Enterprise counter to get my rental car. There was only one person working and 4-5 people waiting in line. When it was my turn, I gave her my info and then was told to sit and that somebody would come and get me in about 20 minutes. I told her that I was running late and that I was actually supposed to pick my car up earlier. She said she was hoping that the 20 minutes was an overestimate. I was steamed. But really I was steamed about the whole travel experience. So I tweeted that I had to wait 20 minutes for my car at Enterprise and why would only one person be working on a Monday, which I assume would be a busy business travel day.

Their person did come and get me within 20 minutes like the counter person had told me. I checked Twitter before I left the rental car garage and I had a mention from Enterprise Cares telling me sorry and asking me to follow her so she could direct message me. She also gave me her name (Elizabeth). I was very impressed by that customer service. So I followed her and immediately I had a direct message from her asking for my contract number and pick up location. I tweeted that I was very impressed with that service and that someone from the company actually acknowledged me and my comments. I sent her my info and explained that my frustration had been compounded by the fact that my flight was delayed. Not sure what will happen but just getting a sorry was good enough for me. By contrast, I tweeted about my AirTran flight being delayed on the way to Milwaukee and on the return flight to St Louis and have heard nothing.

Elizabeth transformed a frustrated customer into a happy customer. She put a human face on a corporation. And Jeff now knows someone at Enterprise he can call (tweet) on if he needs something. Companies large and small are figuring this out. How about yours?