Comments on: How to Engage Without Stalking and Converse Without Creepiness http://socialmediagroup.com/2009/10/21/how-to-engage-without-stalking-and-converse-without-creepiness/ Helping Business Navigate the Social Web. Sat, 20 Mar 2010 03:13:37 -0500 http://wordpress.org/?v=2.8.4 hourly 1 By: rtraction » Blog Archive » Connecting With Your Customers http://socialmediagroup.com/2009/10/21/how-to-engage-without-stalking-and-converse-without-creepiness/comment-page-1/#comment-6034 rtraction » Blog Archive » Connecting With Your Customers Tue, 26 Jan 2010 21:42:13 +0000 http://socialmediagroup.com/?p=2339#comment-6034 [...] recent announcement that they have partnered with Foursquare has taken these applications from permissible non creepy stalking to useful [...] [...] recent announcement that they have partnered with Foursquare has taken these applications from permissible non creepy stalking to useful [...]

]]> By: Keep your brand from being creepy with Social Media tools | Stand Out Among Millions on the Internet http://socialmediagroup.com/2009/10/21/how-to-engage-without-stalking-and-converse-without-creepiness/comment-page-1/#comment-5729 Keep your brand from being creepy with Social Media tools | Stand Out Among Millions on the Internet Mon, 02 Nov 2009 21:09:36 +0000 http://socialmediagroup.com/?p=2339#comment-5729 [...] I read this great article from Rob Clark called How to Engage Without Stalking and Converse Without Creepiness and it really rang true since I had an experience today that was so [...] [...] I read this great article from Rob Clark called How to Engage Without Stalking and Converse Without Creepiness and it really rang true since I had an experience today that was so [...]

]]> By: links for 2009-10-23 « Ex Orbite http://socialmediagroup.com/2009/10/21/how-to-engage-without-stalking-and-converse-without-creepiness/comment-page-1/#comment-5701 links for 2009-10-23 « Ex Orbite Sat, 24 Oct 2009 07:13:08 +0000 http://socialmediagroup.com/?p=2339#comment-5701 [...] How to Engage Without Stalking and Converse Without Creepiness – SMG Helps Business Navigate t... (tags: engagement socialmedia brands outreach) [...] [...] How to Engage Without Stalking and Converse Without Creepiness – SMG Helps Business Navigate t… (tags: engagement socialmedia brands outreach) [...]

]]> By: Rob Clark http://socialmediagroup.com/2009/10/21/how-to-engage-without-stalking-and-converse-without-creepiness/comment-page-1/#comment-5694 Rob Clark Thu, 22 Oct 2009 20:56:33 +0000 http://socialmediagroup.com/?p=2339#comment-5694 @Colin - that's a great example of a person doing it right. @Veronica - I thought about not including the screenshots because I didn't want to make this about any one company or individual. But it was just such a good example of well intended actions going awry that I couldn't pass it by. On average, Comcast is doing a good job of identifying complaints and stepping in to provide customer service. But I have to disagree with you; in this instance they did wrong. The person didn't want their help. In fact, she explicitly stated she didn't want them to join the conversation. Listening isn't blindly responding to a keyword mention. You don't need people for that. A machine can manage that perfectly fine without us. Listening is hearing what's being said and then responding accordingly. @Colin – that’s a great example of a person doing it right.

@Veronica – I thought about not including the screenshots because I didn’t want to make this about any one company or individual. But it was just such a good example of well intended actions going awry that I couldn’t pass it by.

On average, Comcast is doing a good job of identifying complaints and stepping in to provide customer service. But I have to disagree with you; in this instance they did wrong.
The person didn’t want their help. In fact, she explicitly stated she didn’t want them to join the conversation.

Listening isn’t blindly responding to a keyword mention. You don’t need people for that. A machine can manage that perfectly fine without us. Listening is hearing what’s being said and then responding accordingly.

]]> By: veronica http://socialmediagroup.com/2009/10/21/how-to-engage-without-stalking-and-converse-without-creepiness/comment-page-1/#comment-5693 veronica Thu, 22 Oct 2009 18:04:34 +0000 http://socialmediagroup.com/?p=2339#comment-5693 Brands are only going to increase the amount that they communicate with customers, and customers will get used to it. I think the majority of them appreciate it. Comcast did nothing wrong. It's using social media the way it should be used, to listen and respond. Just like in real life, you can't make everyone happy. Whoever runs the networking channels for any business will give it a personality that will rub some people the wrong way. Not a big deal. That's the beauty of transparency, it's real, it's organic, can't fake it. Brands are only going to increase the amount that they communicate with customers, and customers will get used to it. I think the majority of them appreciate it.

Comcast did nothing wrong. It’s using social media the way it should be used, to listen and respond.

Just like in real life, you can’t make everyone happy. Whoever runs the networking channels for any business will give it a personality that will rub some people the wrong way. Not a big deal. That’s the beauty of transparency, it’s real, it’s organic, can’t fake it.

]]> By: Colin Carmichael http://socialmediagroup.com/2009/10/21/how-to-engage-without-stalking-and-converse-without-creepiness/comment-page-1/#comment-5689 Colin Carmichael Wed, 21 Oct 2009 23:50:46 +0000 http://socialmediagroup.com/?p=2339#comment-5689 I've had a number of positive experiences with brands responding to my ramblings. A recent example of "the right way": while watching TV, I recognized a guest actress but couldn't figure out what show I knew her from. As I usually do in these situations, I queried my network. Within minutes I got a response from a promoter of the show letting me know who the actress was and where I knew her from. Curiosity sated, I could move on with my life. The exchange was simple, to the point with no expectation of further unnecessary engagement - ie: no pitch to buy Season 1 on DVD, etc. My tweet: http://twitter.com/ccarmichael/statuses/4905851691 The response: http://twitter.com/Hollidayo/statuses/4905952492 I’ve had a number of positive experiences with brands responding to my ramblings.

A recent example of “the right way”: while watching TV, I recognized a guest actress but couldn’t figure out what show I knew her from. As I usually do in these situations, I queried my network. Within minutes I got a response from a promoter of the show letting me know who the actress was and where I knew her from. Curiosity sated, I could move on with my life. The exchange was simple, to the point with no expectation of further unnecessary engagement – ie: no pitch to buy Season 1 on DVD, etc.

My tweet:
http://twitter.com/ccarmichael/statuses/4905851691

The response:
http://twitter.com/Hollidayo/statuses/4905952492

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