Happy International Internet Day

When we consider the year 1969; it conjures up images of the New York Jets' Super Bowl win; Woodstock; Neil Armstrong and Buzz Aldrin landing on the moon; and the New York Mets' World Series win.  All memorable moments to us Baby Boomers.

However, on this date in 1969, the very first Internet transmission was sent.  Granted it crashed half way through; but it, nonetheless, signified a turning point in all our lives.

The Internet has brought the world together, for better or worse, in ways that our parents and grandparents would never have imagined.  It has expanded our social and political consciousness to heights never achieved by even the best Joan Baez song.

Let's take a moment and consider how the Internet has affected our daily lives.  In honor of International Internet Day; take a moment and Google a few of the events of the past or even those from the present.  You might be surprised what you'll learn; all thanks to the Internet.

When Companies Pull a "Peggy" via Social Media

Let's be honest, who hasn't had the experience of dealing with a "Peggy" on the phone?  We all have at one time or another; and that is why the Discover Card series of "Peggy" commercials were so funny.  

We have also had the "privilege" of actually meeting a "Peggy" or two face to face; whether it was at the store's customer service desk, at a fast food restaurant or the dreaded IRS.  

The bad customer service experience depicted in the commercials no longer seem funny when we start to experience the "Peggy" effect on a company's social media site. Having your comment or direct message go unanswered is worse than the endless on hold Muzak we have all come to know and despise.  

The need for customer service on company social media sites is not a new phenomenon. More consumers are venturing on to company Facebook pages, Google Plus pages and Twitter feeds for support. They are entering their comments and stories; both positive and negative, at an alarming rate. A large majority of consumers resort to these online means after having very little success with the more traditional customer service methods. This influx of consumers wanting to engage seems to have created a disconnect when it comes to follow up by the companies themselves.

Some companies have fallen into the habit of either ignoring or going as far as deleting negative commentary. These comments are the ones which should be embraced.  Turning a negative into a positive is a skill of an experience customer service professional which has been forgotten in the social media arena. The simple act of ignoring a negative post is tantamount to corporate suicide. It needs to be addressed in a positive and forthright manner.

Those that have been involved in the customer service sector understand that they are the face and voice of the company that they represent.  There is always a solution to every problem and each solution can be tweaked to satisfy both the customer and the company.  Social media based customer service has forced those one on one phone calls or emails out into the public arena.

It has gotten to the point that one cannot help but wonder if companies are failing to cross train their staff.  While it is beneficial for a company to have a social media team who is up on all the new trends and technologies; a company that fails to train those watching the "virtual store" on the basics of customer service has a major flaw in their business model.

Are companies afraid to admit these flaws exist by turning a blind eye to what is happening on their social media sites?  They shouldn't be.  By addressing the concerns head on, the company is acknowledging that it puts its customers first and is not afraid of criticism.  These are the companies that will survive in this tenuous economic climate.

This is why we can't have nice things

How often has this happened to you?  You post exciting news, only to have it hijacked with comments by online "friends" so negative that you begin to wonder. You wonder why you even bothered to post your good news in the first place. You actually find yourself muttering under your breath, "this is why we can't have nice things because no one appreciates them".  You find yourself getting so riled up that the seven second video above is playing on a continuous loop in your head.

• Do you ignore the comments; focusing on the more positive, supportive ones?;
• Do you delete them taking the risk that your "friend" will, in turn, unfriend you, never to be seen again?; 
• Or, do you respond with all you've got letting the chips fall where they may; again risking being unfriended?

Clearly, none of the above are ideal and whichever way you handle the situation is a personal choice.  However, there are several things to consider:

• Is this person a friend or family member in the real world?  If so, as true friends, unfriending them in the virtual world should not have a detrimental effect on that real world relationship.  If it does, then it wasn't truly a real relationship in the first place.
• Is this person always negative in their posts and comments or could this just be a bad day?  If they are always negative; you have basically two choices, either accept them as they are or remove yourself from their constant negative vibes.  If it simply seems like they are having a bad day, ignoring their negative comment will not make you less of a friend. Better yet, send them a private message (or even call them on the phone) asking if there is anything you can do to make their day a little better.
• Finally, does their comment have any semblance of truth to it?  If so, acknowledge that fact.  While you may have been ecstatic when you posted your news, there are times when your jubilance may be at the expense of others; though unintentional.  Hear them out and if you need further clarification, do not be afraid to ask them to elaborate.  You may just learn a little bit about yourself in the long run.

Just as they are in the real world, virtual relationships are not always "rainbows and roses".  They take work to develop and maintain.  There will always be differences of opinion and arguments.  Dealing with these differences head on in a constructive manner will go a long way in making any relationship stronger.

"Jane, How Do You Stop This Crazy Thing?"

Photo credit: Hanna-Barbera Productions

Missteps in life; personal or professional, have a way of snowballing leaving us flustered and, honestly, exhausted from performing damage control.  The same is true on social media.

You innocently post something on your personal or business Facebook page; on your Google Plus page or on Twitter; only to wake up the next morning to find the aftermath of an all-nighter filled with visceral rants and a few less friends and followers.

It is one thing to lose a friend or customer in real life; but how do you handle a similar situation online?  

• Don't be too quick to answer each and every comment. Take a moment to absorb not only the commenter's words; but the intent behind them.  If their comment has merit; acknowledge it.  If they are way off base; respond in a non-adversarial manner while remaining true to your original post.
• Be open to the possibility that what you posted with good intentions, may not have translated as intended once posted online.  Not everyone will get your sense of humor or have the same political and religious beliefs; nor will you have the same as theirs.   Re-read your post as if it were the first time. Could the wording have been different and less offensive, with the same intent?  If so, be honest and let those that not only commented but observed the timeline debacle know exactly what you meant to accomplish.
• Never delete your original post.  It has already been read and commented on. Chances are, it may have already been shared.  Removing it as if it never occurred does not bode well with your friends and, definitely, with your business page followers.

As with any situation, both in real life and online, there will be times that we are made to eat humble pie.  We must learn to embrace our mistakes as learning experiences.  Ignoring them will only cause them to snowball into personal or business branding disaster from which there may be no recovery.

Social Media: A Year Round Thanksgiving Dinner Experience

Let's face it; no big family gathering is without its awkwardness; whether it be a wedding, graduation, funeral or a major holiday.  However, Thanksgiving Day seems to have become the most awkward of all. Family and friends coming together to share a meal and give thanks usually turns into overheated debates over religion, politics and the social issues of the day.

Social media sites such as Facebook, Google Plus and Twitter have made this awkwardness a daily occurrence without the threat of having a turkey leg thrown at you.

When confronted at the dinner table with differences of opinion, we have several options:

• Pick up our plates and move to the "kiddie" table;
• Avoid any and all confrontation by simply constructing a mashed potato architectural masterpiece on your plate.
• Join in the debate knowing full well that all will be forgiven once the apple and pumpkin pies are served;

When confronted on Social Media with these differences of opinion, our reaction and options are basically the same.  

• There are many on social media solely for the online games and cat memes. They scroll through their news feeds without commenting just to have a sense of being up to date on their connections' lives.  However, inevitably they simple end up spending their online time saving a barnyard animal or matching up pieces of candy.  This is essentially their way of moving to the "kiddie" table. 
• Social networks give us the option of not only sorting our connections into Lists and Circles; but we can select what type of updates we want to see on our feeds and share on others' feeds. This is comparable to constructing a mashed potato wonder. We will comment and share the posts that we know will not spark a firestorm of controversy. We play it save through total avoidance of potentially unpleasant online confrontations. Though being more social online than the "kiddie" table users, we envelop ourselves in a protective cloak.  
• Finally, there are those that will comment on each and every post they come across whether their opinions are in sync with the original poster or not. They are confident in both their own opinion and in the strength of the personal bonds they have with their friends and family. Any online heated debate; no matter how nasty it may become, is overshadowed by this bond. There is a true respect for each other's opinion. In the rare instances when comments become too hot to handle, making the conscious effort not to stoke the flames and allowing your connection to have the last word is comparable to knowing that all will be right in the world once the pies are served.

There are some days when we find ourselves sitting at the "kiddie" table dodging the turkey legs while savoring some warm apple pie. I prefer mine ala mode. How do you handle confrontation and differences of opinion on social media?

Making the Case for Social Media

Arguments promoting the virtues of social media are abundant; as well as those that tout its faults.  Of course, while participating in online discussions of any sort; whether it be on Facebook, Twitter, Google Plus, Blogs, etc., you are basically preaching to the choir. The skeptics are those outside the realm of the virtual world who need to be educated on the positives social media and the enhancements its use can bring to their everyday lives.  Just as the users of social media encompass all walks of life, so do the skeptics.

Whether they are grandparents, small business owners, politicians, teachers, rich or poor, there is a benefit to being connected online.  For the purpose of this article, I am focusing on the overall use of social media platforms and not specifically social media marketing. There are more than enough professionals who do that on a daily basis.

A few of the arguments I have encountered against social media have been as follows.  It is my hope to help dispel some of these misconceptions.

• Privacy concerns - Each and every platform allows the user to set privacy controls on who sees what they post on the site.  In addition, no one mandates that each and every aspect of your personal life needs to be posted online.  Recent news reports regarding the federal government monitoring social media sites; while important, should not be a reason for not using social media; unless you happen to be a drug dealer, terrorist or all around "bad guy". You are in control of what you post.  I am pretty certain that the federal government is not at all concerned about the most recent pictures of your trip to Disney World; unless of course it shows you with your arm around a known terrorist. Then, again, I am sure there are government agents tracking your new Disney friend and they already have their own picture of the two of you.
• Impersonality - Many argue that social media takes away from the personal interactions they have grown accustomed to.  This is along the same lines of the arguments made regarding email vs. letters; texting vs. phone calls. Again, allowing social media to be your sole form of communication with friends, family and acquaintances is something only you have control over. Social media allows the user to stay in touch on a more global scale with their contacts. Social media is more as an enhancement to those relationships and should never be allowed to overtake them.  
• Too Complicated - Social media can be complicated; especially for those who feel they must be active on multiple platforms at once.  It is a learning process and should be eased into as with every new experience.  Many are quickly turned off because they were under the impression that they needed to have accounts on Facebook, Twitter, Google Plus, etc all at the same time when first testing the social media waters.  Ideally, a new user should become familiar with one platform before moving on to the next.  If you are comfortable just having one account, no one is going to chastise you for it. Each platform offers help and support covering everything from the basics up to and including developing your own applications.  In addition, there are various community organizations that offer classes, either for free or for a minimal charge, to help get you started.  Don't forget or be afraid to ask a family member or friend for help or guidance.

Of course, I, myself, am preaching to the choir here. However, the next time you encounter someone on the street, in the cafeteria or at a family gathering who expresses confusion over this "newfangled" thing called social media; hopefully I have been able to provide some pointers on how they can be convinced to give it a try.

Social Media's Political Dialogue (or Lack Thereof)

Photo: Louis Lanzano  via Wikimedia Commons

As the government shutdown continues,both sides of the political spectrum are bombarding us with their “messages” and agendas on each and every social media platform.  Where is the outrage or the impassioned support?  Where are the mass rallies and protests?  

Granted, there have been posts and comments across the social media landscape favoring both sides of the issue; but where are the living breathing bodies taking it to the streets?  Having lived in both the pre and current Internet worlds, I'm not expecting to see reactions on par with the Civil Rights marches, the Vietnam protests, or even burning of bras. I am disappointed at what I haven’t seen.  There have been those who have tried to bring focus to this hot-button issue.  Unfortunately, they do not seem to have the same outpouring of support as the release of the latest movie trailer or preview of this week's episode of a popular reality show.

One theory, and trust me it is just a theory not based on facts and figures, is that a majority of those utilizing social media have not grasped how this affects them directly. I know it is simplistic; but, for whatever reason, society tends to focus on the issues perceived to either benefit or harm us on a personal level. Everything about the events over the last week affects every single one of us.  Too many seem to be going about their daily lives with either blinders on or the belief that their opinions do not matter in the grand scheme of things.

An extremely simplistic example would be to ask a random sampling their thoughts on yesterday’s baseball scores, how their favorite golfer did, or what did they think of the photo of Sally dancing on the table. Compare this sampling to their thoughts on the political juggernaut in Washington. I fear that Sally’s dancing photo would probably get more comments, likes and shares.

Many believe that politics has no place in social media. Tell that to the media establishment that has latched on to social media with gusto.  News reports and political analyses are posted on the Internet for a reason. Not only to build up viewership, but as an open invitation for commentary and discourse.  Even more significant is that the political parties have become more social media savvy.  They understand that our voices are necessary to both formulate a successful platform and disseminate it.  When we are silent, we do both them and ourselves a huge disservice.

As you scroll through your daily news feed and notifications; take a moment between the animal photos, the birthday wishes, status updates and the event invites.  Click on a post you normally would have ignored.  Don’t be afraid to post a comment on how you feel. Share the post with your friends and connections in your social media network. Engage them in conversation.  There will definitely be differences of opinion; that is to be expected and encouraged.  It will open up the possibility of learning that there may be a point of view that you never considered before.  While you do not have to agree with the differing opinions; you will having a clearer understanding of it.

Be more vocal when reading something you either agree or disagree with.  Find a way to take your thoughts and ideas back to streets; away from the computer and smartphone with their perceived sense of anonymity. If you are not comfortable with marching down Main Street carrying a sign and chanting, so be it.  It will take baby steps. For a difference to be made and for change to occur, there needs to be dialogue. Get the conversation going in both the real and virtual worlds.

Extra! Extra! Have you read all about it?

The lede, the lead in, the teaser - whatever your preferred terminology; it's the string of words announcing the news article just posted/published by your media outlet of choice. Its sole purpose is to entice the reader or viewer to sit up and take notice.  It's meant to make you want to pick up the newspaper and read the details.  It prevents you from changing the channel during the commercial break so you can find out what happened.  Has this journalistic tradition been lost on  the “I want it now” generation?

In my opinion, one of the best innovations brought on by the Internet and social media has been the ability for the average consumer of news to post their commentary online.  It has moved the discussion of news events beyond the water cooler.  It has opened up the possibility of having frank and open discussions with people of varying opinions on a global scale. Media outlets will even post a quote or significant passage from the article preceding the link. However, this may have only perpetuated a growing problem. Those on the never ending quest for immediate gratification mistakenly believe they have full knowledge of the subject matter and are ready to move on to the next item or, worse yet, post their comments online.

Imagine a typical morning.  You are scrolling through your news feed and an article peaks your interest.  You open the link, read the full text and proceed back to the original social media site to the comments section. Before you enter your comments, you scan through the previous commentary.  How many times have you noticed that the previous commentators obviously did not bother to read beyond the headline and the introductory paragraph?  It has become more than a passing thing of late.   

Not only does it make the previous poster(s) look foolish but it turns those of us who did read the entire article into the Internet police.  We find ourselves spending more time correcting their misinterpretation of the facts in the article than being able to offer our own opinions on the piece in question.  More often than not it becomes a war of words rather than a peaceful discourse of ideas and opinion.

There is nothing wrong with people having differing opinions and being able to discuss them in a rational and educated manner.  That is not the purpose of this post.  I always look forward to a lively debate.  However, I expect my opponent to have read the full context of the article beforehand.  How they interpret what they read is subjective; but at least I will know we are starting on an even playing field.