Do you check-in on Foursquare or Loopt or post to Twitter when you are out shopping or eating? A recent MediaPost story, Users Register Social Network Comments While Shopping, reported one-quarter of customers share their experiences while at a physical store, as taken from a study by ListenLogic.
So you shared, now what? You might find a friend gave a tip or is also in the store. But, perhaps, you expect or want more. I recently found a couple organizations taking advantage of online sharing by working to engage their customers.
If you are a home owner, you know the nightmare that involves going to a hardware store. Even if you know what you need, you can’t always be sure you’ll find it. Nor can you always find someone to help you. I recently went to my local Home Depot (Home Depot is a BurrellesLuce client) with my brother, who was willing to be my handyman for the day. We had not one, but four people ask if they could help us. We were both really impressed, so I checked-in on Foursquare, and posted to Twitter about the experience. A Twitter friend commented on how Home Depot has recently been working to upgrade its service. Ryan at Home Depot replied to both of us and commented on how they (Home Depot) were glad to hear we noticed the service. Wow! They noticed.
I had a similar experience when I was in downtown Minneapolis recently, and I stopped into the Macy’s store to see what was new. I learned the Macy’s Flower Show was going on in the auditorium, so I commented on Twitter I was hoping to come back and check-out the show. Macy’s replied and asked me to send them a picture if I made it to the show. I did, and they asked to confirm my location. When I did, they asked me to stop by their executive offices for something special, which turned-out to be a $10 gift card, which I promptly used.
A recent Mashable post outlines how all organizations can learn 9 Digital Marketing Lessons from Top Social Brands. My favorite is #3- Listen and Respond – which is exactly what Home Depot and Macy’s did. I was impressed that both organizations were monitoring social media and saw my tweets on a weekend and encouraged me to engage in more conversation and then asked me to take additional action. They were simple gestures, but they made me feel special, so I shared the stories with several friends. How easy was that for a lesson in customer service and word of mouth?
I believe we can all do a better job of using social media tools to connect with clients, prospects, or even friends. How is your organization using Twitter to engage clients? Do you have any tips or examples for the BurrellesLuce Fresh Ideas readers?


Last week, I was honored to be a part of 


Big Media, Mass Media, New Media – Oh My!
Friday, September 10th, 2010A few days ago, I read NYU journalism professor Jay Rosen’s inaugural lecture to the fresh crop of future journalists at Sciences Pos School of Journalism in Paris. I’m not going to recap the historically rich (and lengthy) address, but will borrow a piece or two for the purpose of discussion here. (Note: his post can be found here if you’d like to read it in its entirety.) This address was directed to future journalists, but I think public relations practitioners that deal in media relations, can learn from it just as well.
Rosen began with a clip from the 1976 movie Network, which is about a TV news anchor who begins to act out on the air. I realize this was before many of you were born, but please take a few minutes to watch what is probably the most well-known scene in the film.
Rosen believes the filmmakers are “showing us what the mass audience was: a particular way of arranging and connecting people in space. Viewers are connected ‘up’ to the big spectacle, but they are disconnected from one another.” He explains, “But Howard Beale does what no television person ever does: he uses television to tell its viewers to stop watching television. When they disconnect from TV and go to their windows, they are turning away from Big Media and turning toward one another. And as their shouts echo across an empty public square they discover just how many other people had been ‘out there,’ watching television” – concurrently yet disconnectedly.
I agree with Rosen’s belief that this clip clearly demonstrates the great event we are living through today: the breakup of the mass audience and the shift in power that goes with it. What if today’s TV personality acted like Howard Beale? Rosen answers: “Immediately people who happened to be watching would alert their followers on Twitter. Someone would post a clip the same day on YouTube. The social networks would light up before the incident was over. Bloggers would be commenting on it well before professional critics had their chance.”
Cases of where citizens beat journalists to the punch are numerous but a few off the top of my head are: the Mumbai attacks, the Hudson River plane landing, or more recently the Discovery Channel hostage situation.
Rosen goes on to explain, “The media world today is a shifted space. People are connected horizontally to one another as effectively as they are connected up to Big Media; and they have the powers of production in their hands.”
The digital revolution changes the equation, according to Rosen. “It brings forward a new balance of forces, putting the tools of production and the powers of distribution in the hands of the people…”.
From my media relations standpoint, this means the days of blasting out a press release to every big (or small) media outlet are rapidly coming to an end. NO, I’m not saying big media is dead, nor is the press release (sheez, don’t get me started!)
What I am saying is that PR agencies, public relations practitioners, branding/marketing folks, small business owners, etc. now, more than ever, have additional opportunities to reach out to their publics in multiple ways – connecting with their individual audience(s) – and each other wherever they hang out. Big media and small media alike are still very much part of that equation, but now there are even more possibilities.
That’s my takeaway from Rosen’s speech and the clip. What is yours?
Tags: audience, Big Media, big spectacle, bloggers, branding, BurrellesLuce, citizens, clip, commenting, connecting, critics, digital, disconnected, Discovery Channel hostage, distribution, followers, Fresh Ideas, Howard Beale, Hudson River plane landing, Jay Rosen, journalism, journalists, marketing, mass, media, Mumbai attacks, network, news, NYU, opportunities, Paris, people, personality, power, PR agencies, press releases, production, professional, public, Public Relations, reach out, revolution, Sciences Po's School of Journalism, shifted, small business owners, Social Media, Social Networks, television, tools, Tressa Robbins, TV, Twitter, Viewers, world, YouTube
Posted in Advertising/Marketing, Media Industry, Media Outreach, Media Relations, Online Video, Public Relations | 6 Comments »