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Social media suicide - the conclusion

Four weeks ago I decided to commit social media suicide by shutting up shop on my old, bloated Twitter account and starting afresh with a new one (I had to juggle a bit to keep the same username). The reason for doing this was to see if I would lose any value by cutting down those that I follow to just those I really care about or interest me in some other way and at the same time as take my following down to nothing. In theory those that really care or are genuinely interested in what I have to say would see what I was up to and follow the new account.

Happy-followers

I thought I was already following you

One thing that I find is happening quite a bit recently is that I'll engage with someone I'm following and they will somehow notice that they aren't following me anymore. More often than not, this causes a little confusion. In some cases I'll point them to my original blog post, in others (because it's how I roll) I'll just say nothing and see if they can work it out for themselves. Usually they don't. It appears that several of the people that used to follow my old account didn't see any of the announcements I made about this experiment or any of the blog posts I published via the old account before I killed it off. There are two probable reasons they didn't see any of it:

  1. They follow too many people. There is a good chance that if someone following you also follows a lot of other accounts, your tweets will wash away from their timeline in seconds. The more accounts you follow, the less value you get from each one.
  2. They don't use Twitter often enough. Not everyone is plugged into Twitter all of the time so if you tweet something while one of your followers is away from Twitter, they are unlikely to see it as their timeline will move on.

Increased engagement

Since taking the plunge, my own engagement has increased. I now miss a lot less due to following less people. Although previously I used to filter my timeline only to show those that I cared about, this added an extra level of inconsistency to the stream and clearly meant I missed a fair bit. Some of those that I followed on the new account said they felt a stronger bond with me because I was following fewer people.

My own influence

You would think that by being followed by less people, in many cases people with less followers themselves would mean that I have less influence. According to various "industry standard" influence measurement tools such as Klout and Twitter Grader this appears to be the case but this is where I can say I have first hand experience that shows the contrary. I get no less clickthroughs on any links I post and I get no less hits on any blog posts I write. I can safely say that my own influence has hardly changed at all. The "industry standard" tools are wrong.

What about the stragglers?

There are still quite a few folks with whom I used to share a mutual following on the old account that haven't followed back on the new account. There are a couple of possible reasons for this:

  1. They are completely unaware of my experiment and new account due to one of the two reasons above.
  2. They have no interest in what I have to say and haven't bothered to follow.

I'm fine with both to be honest. If it's down to reason 1, they will work it out eventually because I'm probably engaging with them on a regular basis anyway. If it's down to reason 2, I'm happy to no longer be polluting their timeline and lowering the value of their stream.

Final summary

As a reader you will get more value from each person or account you follow if you follow less accounts.

As a publisher you will get more value by building your following slowly and organically with real people. It's worth knowing that people who follow less accounts are more likely to see what you have to say and take notice of it.

If marketing via social media is your thing, perhaps you should think about targeting those with less connections rather than more. You should also be aware that these people prefer to engage rather than be marketed to.

I'm here for the conversation. What are you here for?

 

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Filed under  //   Category: Social media   conclusion   followers   grader   hubspot   klout   social media   social web   suicide   twitter  

Comments [5]

The Social Media Disconnect

Businesses STILL don't seem to get it, do they?  More often than not, the corporate world leave the management of their social media up to the marketing department or simply outsource to to an external marketing agency.  Nothing wrong with this but if a company has a social media presence, they really need to be social.  It's not about broadcast, broadcast, broadcast.  That's just spamming.  There are also many cases where an external agent is used to manage a community for a brand.  Again, nothing wrong with that either but when that brand is a product that requires genuine end user support, it would be nice if the "social" arm of these companies were actually able to do this.

If I have a problem with a product and require support, is it too much to expect to be able to talk to the person/team representing them on Twitter about it?  Apparently so.

The problem is that as a company grows it tends to divide its self up into departments.  This department deals with this and that department deals with that.  If you're not careful this can create disparate silos within a business.  Where this is evident on the social web is marketing and customer support.  Why are companies marketing on the social web but not supporting their customers on the social web?  I'm going to use the word "social" as many times as possible here because I'm trying to drop a rather unsubtle hint.

I really began to notice this problem when I was having problems with my O2 phone.  I don't have a land line and my mobile phone wasn't working so I couldn't phone their helpline.  I went to their support page on the web, went through their FAQ/troubleshooter thing and still didn't find an answer so I used their online support form... Which didn't work.  After getting a little pissy about it someone reminded me that O2 had a twitter stream so I contacted them.  Their initial responses were to contact the support number or use the web support.  Not very useful.  In the end (after several days of to and fro because it takes them a whole day to respond when there's actually a problem) they said they had contacted support and I would get an email from them explaining what the problem was and how I could go about sorting it.  That email never came.  I did eventually sort the problem out but I did it on my own, completely in the dark and with no help from O2's customer support.

The problem with O2 is that (as it says on their twitter profile) their twitter stream is maintained by their press team.  They just don't have the information or tools to hand to deal with customer support problems.  This begs the question: Why are they trying to support customers if they aren't equipped to do so?

I'm not blaming O2's press team because I believe they did the best they could within their mandate.  I'm not certain but I expect their press team is an external entity.  Most likely a PR/marketing agency.

The problem is a corporate one, not any one department's fault.  The problem IS the departmental structure.  On the social web, the very least you need to be able to do is support those to whom you are preaching and selling to.  If your brand is something that requires support, you need to be doing this on the social web as well as selling.

How you go about this depends on the product you're trying to support but there are so many ways and with a decent bit of community management you can get the community to do a lot of the hard work for you at little to no cost at all.

Imagine going into a shop and buying a TV.  It goes wrong so you take it back to the shop.  If that shop told you they couldn't help you because they only sell the stuff, how happy would you be?  This is exactly the same scenario.  It's unacceptable, don't you think?

Good customer support is one of the best marketing tools available.  If you want people talking about your brand positively online, give them an experience worth talking about. Where social media is concerned, it's all about their communication and what they are talking about.  It's not about your press releases.

Anyway, you get the point.  I'm done with this now.  I need a cup of tea.

Filed under  //   Category: Social media   agency   business   community management   corporate   customer support   disconnect   marketing   mobile   o2   operator   outsourcing   phone   public relations   silo   social media   social web   telco   telefonica   twitter  

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