The Social Contact Centre

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

Posts Tagged ‘blogging

Practice what you preach

leave a comment »

It still strikes me that there is an element of “cobbler’s children” with some Social Media vendors and consultants. How many believe, participate and innovate themselves? If they can’t do it for themselves how are they going to make you stand out? The first question for anyone trying to sell anything to do with Social Media should be “So tell me about your own personal social footprint and your success with it?” Here’s a great article written by a Social Media consultant: courtesy of Patrick Curl

Written by greencontact

July 25, 2012 at 9:20 am

Early days

So my journey began with scepticism. I couldn’t understand why anyone would want to use the technology and I was surrounded by teenage kids who clearly wanted to do nothing else. My honest opinion was that Facebook in particular was an incredibly destructive force – the kids were wasting their time and may as well be playing video games.

And then I had an epiphany!

I realised that I was already social networking. I’d not touched Facebook or Twitter but I always Googled any error messages I was getting on my PC, I always used TripAdvisor when booking a hotel and I always checked out the reviews on Amazon before buying anything. I’d been doing it for years and I just hadn’t labelled it correctly.

From about 2008 I just waded in. I talked to my children about it to understand more about how they used it – one of my proudest moments was persuading my eldest daughter to start blogging and twittering. At first it was bewildering. There are hundreds of social networking sites – the New Lenses of Wealth infographic is well out of date but makes the point – and I tried some which just didn’t work for me. I also discovered that Twitter really did and I soon developed a very clear objective for my own Twitter presence – local networking. I started by following everyone and doing the rounds of celebrities. I realised that I have no interest in a celebrity unless they can educate me or make me laugh so I unfollowed most of them. I settled on following only local businesses and people and unfollowing them if they didn’t follow me back. I figured that I would soon begin to build “relationships” but wasn’t sure what the nature of them would be. I began with the assumption that what worked for personal must also work for business.

And around the same time I took on responsibility for my employer’s Social Media strategy.

Written by greencontact

July 19, 2012 at 4:03 pm

Posted in Opinion

Tagged with , , ,

A lesson in Blogging…. from an unexpected source

with 2 comments

The social lines between business and personal are blurred – when you share you share. In my view you shouldn’t control followers, readers and friends other than to control the activities of abusers and spammers. As such, I use my personal social activity as a learning point for my business activity and vice versa. I can test things in one environment and compare with what happens in the other.

Blogging was a new thing for me and I waded in wholeheartedly as ever. The research indicates that Blogging is the social activity that can have the most direct influence and is therefore potentially the most powerful in a business environment. In my mind, it is also the hardest to execute. With this view my efforts were almost exclusively focussed on content as I started my first personal blog. It began almost like a journal – extended ideas and opinions and trying to follow the same format as I use for Twitter (1:1:1).


[Picture source: Barry D via The Book Of Worlds]

What I found was that it doesn’t work in the same way – there isn’t immediately a community to write for or respond to in quite the same way. It takes much more to attract people. The writing is much more demanding because to me, there is a greater need to be interesting. It’s harder to maintain an overall theme and structure – and harder to visualise the goal. For my personal blog, this is fine – I don’t mind if no-one follows me and its both cathartic and fun for me to write. In the business world a blog has a greater significance and can be either brand-building or brand-eroding.

It took my avidly social daughter (who follows my social activity with an amused eye) to read my personal blog and to give me the killer consumer feedback. “Dad, you need to lighten up” she said – “change the format a little and do some shorter, less opinionated pieces. You are also using the hashtags wrongly. If you want to attract an audience you need to use the right ones”. This from a girl whose blogging on fan fiction topics is very popular. “And you’re using the wrong platform – Tumblr is for images and microblogs”. I looked into it and found a useful summary of the platforms: It figures that not only do you want a platform where the functionality enables what you are trying to achieve but also you want a platform where your potential followers and customers are likely to be (there’s no point banging away at MySpace if everyone is on Facebook).

I’m lucky to have the insight and I’m humble enough to listen, I’ve changed the format of my blog and I’m finding it easier to write and more fun as a result. I’ve transferred everything across to WordPress (some good conversion tools by the way) and I’ve tidied up my tags (the tag clouds are quite a good visual sense check).

Written by greencontact

April 10, 2012 at 4:27 pm