Archive for the ‘Social media’ Category

Tips on how to decide which Linkedin connections to keep

Posted on: August 10th, 2014 by Fransgaard 3 Comments

Looking at my Linkedin profile I realised that having 500+ connections simply doesn’t look good. The “+” makes it look like I’ve been hoarding contacts and frankly doesn’t represent who I do maintain contact with.

Today I went through an exercise of reviewing my Linkedin connections and I thought it would be an idea to pen down the thoughts I made to guide me through the selection process.

Who to keep

I made myself a list of qualities in my contacts that would affect my professional career, now or in the future, to help guide me through the selection process.

  • People who I have communicated with recently
  • People I work with, colleagues or partners
  • People who have talents I may be needing in the near future
  • People who are in positions to influence my career now or in the near future
  • People in companies I may have contact with in my current role
  • People, who doesn’t match the above, but who trigger a gutfeel reaction suggesting I should keep them

Linkedin is not the only way of connecting with people

I had an important notion fairly early on when I was trying to figure out whether or not to delete a contact, who I’ve known for some time, but who doesn’t fit any of my qualifiers: Linkedin isn’t the only way of connecting. This person I know from Twitter and fact is removing the person as a Linkedin connection doesn’t change our Twitter relationship. In fact, that is where we’ve always been communicating.

Similarly, I have long-term friends as Linkedin connections who I am unlikely to cross paths with professionally. all of these people I am connected with via Facebook.

The result and risk

The result of my review has reduced my Linkedin connections from 700+ to 431. And I am quite happy with the result.

But the risk is offending people with my actions, which is why I’ve made sure that anybody I know are still connected with me through either Twitter or Facebook.

Where’s the trust gone?

Posted on: August 5th, 2014 by Fransgaard 1 Comment

Photo used with kind permission by Levi Neeson

I’ve been a fan of Jenna Marbles’ YouTube channel. They are my guilty pleasure online. Light entertainment… or so I thought. Recently Jenna celebrated her 200th video and 4 years on youtube that has turned into a career for her. The scale of what she has accomplished blew me away even though it shouldn’t have.

I contacted a prolific blogger and friend of mine, Mark Schaefer, asking whether he had ever written a blog post about the impact of video bloggers like Jenna and he offered me the opportunity to write a guest post for him.

And I started by writing:

Jenna Marbles is my guilty pleasure online, not sure why but probably because she presents herself as genuine

… hang on…”presents herself as genuine”?… hmm…. maybe: “seems genuine” or “comes across as genuine” or “appears genuine”…

It wasn’t until days after I realised that I had not considered just writing: “IS genuine”. Is.

Why was it so hard for me to accept somebody online is actually just being good old-fashioned genuine? No hidden agenda?

Is there any trust online at all?

If I complain about a company on Twitter, I am not doing it to help fellow customers or to inform the company. I do it to get something fixed. And the company replying aren’t doing it to please me. They are doing it to stop me from complaining to avoid looking bad to their other customers.

If a friend posts something on Facebook, do I trust it to be genuine? That selfie of her hugging a wine glass next to a bunch of smiling friends at “The Fat Duck”, are they actually genuinely having fun or are they just smiling to make their online alter ego look good?

As an industry we keep telling our clients that they need to built trust online, but how will they ever stand a chance if we can’t even trust each other as individuals online?

We all assume digital has brought us closer, but our instincts and senses, built up over centuries and vital parts to how we communicate and build trust, are being numbed by the invisible, but very solid veil digital communication has introduced between us as individuals.

Have we underestimating the value of physical contact and can we recreate it online?

How the lack of a seamless, multi-channel response put me off helping in the future

Posted on: March 18th, 2014 by Fransgaard 3 Comments

With today’s vast digital estates there should be no surprise that sometimes there’s a glitch in the matrix even for the most pixel-perfect companies.

When I spot something out of order I normally make a point of letting the company know, but after the experience I recently had, I probably won’t in the future… or I’ll at least think twice about it.

It all started with a Google search linking to a mobile optimised interface

Using my iPad I searched on Google for a specific content I knew to exist on Company X’s website.

Unfortunately, clicking the link sends me through a “clever” redirect to an iPad optimised interface taking me to the homepage rather than the requested content page, effectively preventing me from reaching the content page via iPad.

So I tweeted the issue

In an attempt to be helpful, I shared the issue with Company X on Twitter as I suspected this would be an issue for all content pages accessed this way.

And they replied! Great!

Then I DMed the issue

I was then requested to explain the issue again via Twitter Direct Message, which I did.

In response I was asked to send a screenshot. I wasn’t sure a screenshot of the Google search results or Company X’s homepage on iPad would provide any value, but I felt since I started this I should try and help as much as I could.

So I took a screenshot of the Google search results and sent it in a Twitter Direct Message.

Then I submitted the issue via a web form

I thought I had done my part to be the Good  Samaritan, but  it wasn’t enough. I was then asked to submit the screenshot via a webform on Company X’s site.

Okay, fine! I completed the web form, attached the screenshot and wrote “As requested per Twitter conversation“.

Then I was asked to explain the issue… again… really?

Company X’s response to the screenshot submitted via the web form was that they needed the story behind the screenshot to understand what the issue was.

Frustration was growing, but I still believed I had a duty to see it through. After all, I started it! So I explained the issue for the third time.

And now I’ve been asked to take a screenshot of my original explanation on Twitter!

…uhmmm…. to be honest I’m still trying to figure out how to respond to this bizarre request… or whether to respond at all, because I am not sure I can provide any more value to solving this issue.

What have we learned today?

It is not enough to monitoring to social channels and respond to customers.

Companies have to respect the customers’ time by listening what is being said and responding with a developing conversation rather than provide a digital equivalent of Groundhog Day.

Time is finite and customers online do not have enough to spare, so when they do, treat their time with respect.