The Social Contact Centre

to a social networking way of working through the eyes of a Contact Centre manager

My Conversation Prism

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The Conversation Prism (detail) Brian Solis and JESS3

Here is a detail from one of my very favourite infographics by Brian Solis and JESS3 which illustrates superbly the huge Social Media map. As Communicators we are surrounded by a swirl of comments about our brands, our markets, our competitors and our companies which can be bewildering without some structure and filtering. What this highlights is the need to be aware of the conversation and the need to have a clear communications strategy.

What you can’t do is bury your head in the sand and pretend it doesn’t exist. It still staggers me how many senior managers are completely unaware of the nature and impact of Social Media and the opportunity of Social Networking. Even more so, the extent to which they see them as entirely negative.

My focus has been to familiarise me with the different Social Media types as a committed user. Going around the Prism I am an active user of:

LinkedIn, Quora, WordPress, Blogpulse, Twitter, Yammer, Facebook, SocialMention, Tweetdeck, Amazon, TripAdvisor, Youtube,  and Spotify

an occasional user of Flickr, Picasa, Digg, Reddit, Google Answers, Hootsuite, Tripit, vimeo, and lastfm

and I have used but moved on from Tumblr, Blogger, and Foursquare.

Just looking round the prism again I am interested in exploring Crowdspring and kaboodle a little more and, demonstrating the speed of change, I also use Goodreads, Pinterest, and Soundtracking.



There are some important messages here:

1. Make yourself familiar with all the social media types and stay on top of trends. Really use them because until you are a participant it is very difficult to judge the nature of the community – you can’t just put a toe in the water. Staying on top is vital. Right now Pinterest is the fastest growing new social media type and some businesses are already using it effectively.

2. Explore which channels are most relevant to you. Proactively: where are your target audience active and in what way. Reactively: where are your customers. Where do they recommend and where do they complain.

3. Finesse your usage. Particularly with the high volume channels (Twitter, Facebook and blogs) try different clients and understand the functionality of each. Find the one that suits your usage profile and stick to it. Find tools which aggregate and filter feeds to meet your needs. This will reduce the workload.

4. Design a  communication strategy which links together different media types so that when you have something to say it can be quickly spread across the communities you want to engage with in an attractive way but which conforms to the expectations of each.

There is a similar diagram for Social Networking – which first opened my eyes to the scope and opportunity: The Future Of Money: New Lenses of Wealth. Now somewhat dated but nevertheless inspirational




Written by greencontact

April 2, 2012 at 9:39 am

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