Your business and Social Networks
How far should you go with Social Networks?
There is a lot of discussion about "if" or "when" a company/business should start a social networking site.
A social network is a place where people can come and a) post comments, b) read stuff about your business/company, c) speak with others, real time (IM) about anything, and d) post comments.
Why do I have the same points twice - because by having a site like this, people can post positive as well as NEGATIVE comments about your business. As I stated in a previous post, negative comments are good to have, as it is instant feedback on areas that need improvement, as well as showing that you believe in freedom of speech.
You can always remove any negative comments (but then, why have a social networking site?).
This is the issue of having a site like this. The blogs, you can control. The content, you can control. But, by allowing your customers to speak with each other and post what they think, that is, again, the issue of having this technology on or as your website.
Think it through before you put up a social networking site. It does cost some money, but, the damage can be incredible if you don't watch yourself (and the site!).
Let's take the dogfood recall as an example. Would you, if you were one of the major brands, have fared better if you had a comment area on your website? Would it have been beneficial to have a blog so your customers can read about what you are doing?
As all of you know (if you are a follower of this blog), I absolutely believe that it would have been beneficial.
The first would have been to issue apologies through the blog.
The second, would have been to issue next steps through the blog.
The third, would have been to get customers to talk to each other about what they are going through with their pets.
And the fourth, to respond to the customers about their concerns. Yes, you would have had customers say "I will never buy from you again". But, if you were the dogfood manufacterer BRAND, then, you could have laid out next steps on how you will never allow this to occur again (we didn't see that anywhere, did we?).
Think it through if you are going to get into a social site - I think it is worth it, no matter what, but, sometimes, your management may not think so.