One of The Freedom Revolution’s amazing volunteers is working on a schedule and plan for The Freedom Revolution’s Facebook page. In the mean time, I wanted to share a little about TFR’s approach to social media.
We believe that social media should be a conversation, and the way that it is handled by a brand can greatly impact the brand. For example, I recently had a negative experience at my veterinary office and took to Facebook to tell them about it. By responding quickly and appropriately they prevented it from becoming a bigger hassle for either of us. Click on the images below to view the conversation.
Imagine the outcome if the veterinary office had not responded or responded poorly to my comment.
On the other hand, I recently tweeted an organization to ask a question about their area of expertise. It has been weeks and there has been no response, even after a second and third tweet to them. I also emailed the same organization weeks ago and have not heard back from them. Unfortunately, these ignored inquiries, coupled with other poor experiences with the brand, have hurt this organization’s credibility with me.
The information age is overwhelming. We have communication coming at us via landline, cell phone(s), work email accounts, personal email accounts, text, various social media outlets, snail mail (and in some cases–still via fax! ;). It is difficult to keep up with it all. Which is why TFR is hesitant to jump into another communication medium without the resources and plans to respond to it. With a brand’s presence on a social media platform, comes a responsibility to monitor and respond to communication on that outlet. Not to mention the time, effort, creativity, research, and coordination it takes to provide social media followers with compelling, engaging, and useful content. Think about the amount of time you spend managing your own personal communication platforms–at least the same amount of time is required for a brand’s presence on that platform–but, unlike your personal life, a brand’s online social presence is not inherent to a social media manager. In the same way that in-person, “real-life” relationships require listening and the ability to contribute to the conversation, digital relationships require the same to be successful.
In addition, TFR is hyper-aware of the myriad of social media accounts promising the ultimate experience in political news or solutions. We are also aware of the way that social media and politics frequently combine to create a fireball of indignation and insensitivity. We are deliberate about our social media presence because we want to completely differentiate ourselves from the former.
Tell us your experience! Is there a brand that has impressed you–positive or negative–because of their social media presence or response? How and why?