Maybe I run the risk of being repetitive, though we know that seeing the same message through different media often is more effective in getting one’s message delivered to the right people (integrated campaign, folks).
In a column aptly titled “You Can’t Stop Them Talking,” we see in today’s Financial Times the question of that most corporate of corporations, General Motors, and how they used social media to deftly deal with a dispute with the New York Times:
Last year the New York Times columnist Thomas Friedman launched an attack on General Motors. GM demanded the right of response but found itself embroiled in a dispute with the paper over the words it could use.
So GM gave up and published the entire e-mail thread on its blog, FYI. Where previously it might have tried to throw its weight around, it went the other way – deciding to behave like an aggrieved individual and letting the world (or at least its blog readers) know how badly done by it had been. Goliath was behaving like David.
The dangers of social network sites for business have had much publicity, and they are real. The benefits are much more difficult to extract, but they are there, too. They require changes in behaviour, as exhibited by GM, and probably some strenuously lateral thinking. But the most dangerous thing businesses can do is to ignore the social networking phenomenon – it is not going to go away.
Social networks are all about a shift from vertical to horizontal communication on the web. Where until now most information has been transmitted downward from supplier to receiver, the receivers – that is individual web users – now have a mass of tools to talk to each other.
How about you? Do you get it? Do you see that you can’t just paste content online and spoon-feed your message to the masses? That even General Motors understands this, and sees how to use social media to respond to a traditional newspaper columnist.