This post highlights the nuances associated with crisis communications and not the merit of either case.
In the era of socialized media, brands and businesses are now vulnerable to a new era of influencers – their customers.
But what happens when the community that championed consumer experiences is accused of exploiting them to extort advertising dollars from the businesses affected by the reviews?
Shot at SXSWi 2008
A few news outlets reached out to me for comment regarding the uproar sparked by the recent change to Facebook’s Terms of Service (ToS). It inspired a public response as I am not only someone who spends a significant amount of time in the online social field studying digital anthropology and new marketing, I’m also a willing participant in and contributor to the Facebook economy.
So, why is everyone upset?
Twitter continues to inspire creativity and innovation among third-party developers. The latest useful solution is Twibs, a directory of businesses using Twitter to communicate with consumers, peers, and tastemakers.
Twitter is a conversation platform and it continues to fundamentally transform how people communicate with each other. Along with other socialized channels of online interaction, Twitter has also re-ignited the long-forgotten art of listening to and communicating with customers.
Twitter is an incredible medium for listening, learning, and sharing. And, for those in the media and communications industries, it’s also a rapid and immersive education in meaningful, two-way micro messaging that helps both parties walk away with a new form of value.
Every year The Semmys nominates the best posts in marketing. Last year, the Social Media Manifesto was recognized and this year, The Conversation Prism was spotlighted.
When Jesse Thomas of JESS3 and I started to lay the foundation for the Conversation Prism, we realized that it was a much larger task then simply categorizing social networks and placing them within a visually-rich graphic or chart. My goal was to observe, analyze, dissect, and present the dynamics of conversations, how and where they transpired. It is a living, breathing representation of Social Media and will evolve as services and conversation channels emerge, fuse, and dissipate.
Shot at the F8 conference in San Francisco
Recently, we discussed the evolution of Twitter and also FriendFeed as they mature into fully interactive conversation ecosystems.
In social media, you’ll most often hear references to the proverbial “conversation” that fuels the dynamic, two-way Web and earns those individuals and brands that invest in it wisely, increased social capital and authority.
Facebook issued a significant announcement that may solidify its platform as the primary dashboard for sharing, responding, and listening to those who comprise your social graph, regardless of network.
Jeremiah Owyang, Chris Heuer, Louis Gray, Guy Kawasaki, and Jesse Stay (founder of SocialToo) and I hosted the second annual Twitter Bowl 2009 during the big game – additional history here.
Jesse Stay worked tirelessly to help us create a scalable and efficient system on SocialToo to track and share votes on Twitter. Thank you Jesse.
Now let’s take a look at the play-by-play and the final score in this year’s Twitter Bowl 2009.
Vitrue released a report on the Top Social Brands of 2008 based on an index the company launched last year.
The top social brands list is a result of Vitrue’s daily analysis of over 2,000 popular brands. Each day, the team analyzes online conversations on a variety of social networking, blogging, microblogging, photo and video sharing sites. Virtue then applies a series of algorithms to measure the frequency of keyword usage, the size of the social media environment, and the magnitude of the conversation. The result is a single numeric score for each brand: the Social Media Index (SMI).
In March 2008, Gary Vaynerchuck experimented with @santagaryvee on Twitter where he would announce special Wine Library deals and opportunities exclusively for his loyal followers on the popular micro community. While he slowly phased that activity back into his main Twitter streams, many companies were introduced to a new way to engage and harness enthusiasm among those potentially interested in something new and special.
Twitter has sparked its own ecosystem as it continues to rapidly emerge as a viable platform for online conversations, rivaling Facebook News Feeds for attention and interaction.
A group of helpful individuals launched Twictionary, a dictionary and/or translator, to help new tweeters and tweeps embrace and master the language powering the popular micro community and its underlying culture. Power Twitter users and those well versed in the language of the Twitterverse are also welcome to freely contribute their knowledge to help increase the value of the dictionary over time.
Brian Solis is a digital analyst, anthropologist, and also a futurist. In his work at Altimeter Group, Solis studies the effects of disruptive technology on business and society. More so, he humanizes technology’s causal effect to help people see people differently and understand what to do about it. He is an award-winning author and avid keynote speaker who is globally recognized as one of the most prominent thought leaders in digital transformation and innovation.
Brian has authored several best-selling books including
What’s the Future of Business (WTF),
The End of Business as Usual.
His blog, BrianSolis.com, is ranked as a leading resource for insights into the future of business, new technology and marketing.