04/02/2012

Reworking social features… done!

So much is going on in the Social Media & Networks world that it’s sometimes hard to keep up.

I’ve taken today’s bank holiday here in Germany to rework all the social features available on 24100.NET and its German sister site. I’ve completely removed TweetMeme integration, as stats indicated not so many readers are using it anyway. Also, you can no longer amplify posts straight from the title.

Instead, I’ve added Google’s +1 button (2) which just launched a day ago. In addition, you now have the option to follow me on Twitter with just one click (1). The TweetMeme button has been replaced with the official Tweet Web Intend (3) straight from Twitter Inc.

Finally, as I currently consider Empire Avenue the best tool to measure social media reach, I dedicated a pretty prominent part of 24100.NET to showing my ticker symbol (4).

I’m keeping Facebook comment integration alongside the native comments. While many have criticized Facebook comments as just another attempt of the company to take over the Web, I actually find it pretty useful as it takes the discussion to where many of my readers expand their social activities.

Last but not least I’ve fixed a long standing Open Graph related bug, that prevented 24100.NET posts from showing up nicely on Facebook.

I hope you like the more cleaned up social features. If you haven’t done so, go ahead follow me, Tweet this post and +1 it on Google!

How to not get fooled by a social media expert con artist

I live in Germany.

We are not exactly known for being a social media friendly country.

Some rightfully call us Blurmany, since our not-so-tech-savvy government forced Google into pixelating Street View images on home owners’ requests.

Also, we usually come a bit late to the Web 2.0 game, while letting Silicon Valley take the lead.

Lately, I noticed a disturbing trend in the timelines of my various social media outlets: More and more German Social Media Experts pop up out of nowhere.

While I strongly believe that given the pretty short history of the Open Social Web, nobody really qualifies to hold an “expert” title just yet, it’s interesting to see how many folks are bluntly trying to jump on the bandwagon.

Sure, there’s money to be made. Companies strive to invest their dollars into seemingly new holy grails. Advisers have been living from riding on trends for decades. Hence the Social Media Expert boom.

Fortunately, there’s one subtle difference this time.

Social Media is largely driven by transparency and the public availability of data. It’s way easier to verify, whether somebody trying to teach you, actually has a track record in the art of social media or just pretends.

In this article, I try to give some by no means expert tips, that hopefully help you to unmask your next Social Media Expert con artist. For the sake of brevity, I call them SMECAs for the remainder of the post.

1. Check out whether your SMECA believes Social Media equals Facebook

Oddly enough, I found many SMECAs confusing social media with just Facebook.

Strictly speaking, Facebook isn’t even a media outlet. It’s the largest social network in the world. It might turn out to be a great source for learning about behavioral targeting. And finding out whether people actually want targeted ads and offers. Early studies show, they might not!

But Facebook is not the only important player in the game.

So, if you find a SMECA talking 99% of his time about just Facebook, ask him about his experience on Twitter, Quora, Foursquare, Buzz, Digg, StumbleUpon, Amplify and others. While you’re doing so, ask for links to his profiles on these services.

If it turns out he’s not present over there, he might be an avid Facebook user, but unfortunately doesn’t have a clue about Social Media.

2. Check out your SMECA’s history

Things on the web move fast.

I’ve seen SMECAs being almost inactive on Facebook and Twitter for years and literally becoming hyper active when they wanted to get into the Social Media Expert business.

Now, you don’t become social overnight.

Social is all about building and maintaining relationships. It’s about long-term commitments and leveraging valuable networks. It takes time.

Unfortunately, Facebook does not provide an overview about a users activity over time. Try this: Visit the profile of your SMECA and switch to her or his Wall. Click on the little link named “Older posts” at the bottom of the News Feed. Click again and again. You’re moving back in time within the News Feed.

If you reach the beginning of his social media lifeline within less than 20 clicks, he’s a newbie. And maybe can learn about Social Media from you. But should never pretend being able to consult. We also don’t trust our businesses to first-graders.

Also, if you recognize that large parts of the older timeline comprise just so called mini-activities but at a certain point in the not so recent history, you see a sudden spike in daily posts – mostly sharing links from Washington Post and the likes – you likely talk to somebody who just got into the game. As he likely missed the impact of Social media for months and years, how good are the odds, he can help you develop a successful strategy?

Thanks got, it’s not easy to pretend a long standing history in Social Media. Even if hiring an expert PR person for the topic, aggressively pushing out messages on ones behalf, Twitter and Facebook timestamp every move. If you haven’t been part of the Social Web for long, this will remain pretty obvious.

3. Check out whether your SMECA actively participates in the Social Web

I’ve said this before: If your SMECA just lives on Facebook, drop him immediately.

Ask for a link to his Twitter profile. Check his followers, not only the total number but also who is following him. Do you find familiar experts like @scobleizer and @chrismessina following back your expert? These folks usually don’t easily follow everybody. Also, check the Twitter lists your SMECA is on.

While the total number of Twitter followers is not a straight indicator for Social Media expertise, in Germany if you’re having less than 1.500 followers, this usually means, you’re watching the game, but not driving it. Simply speaking, the expert voice you’re having doesn’t seem to attract a great enough entourage.

If your SMECA – for whatever weird reason he might give – is not present on Twitter or inactive, drop him immediately. He’s gotta go back to school.

The next thing you might want to check, is her or his blog.

The Social Web is one of the hottest topics in tech these days. Blogs still play a vital role. In fact, they are the most linked-to content sources on Social Networks. Real Social Media Experts usually have a lot to say. And they are eagerly sharing their thoughts. Not just by quoting Washington Post, but by voicing their own ideas.

Thus, almost every Social Media Experts maintains a personal blog.

If your SMECA states, content creation is not his specialty, or hides behind a huge multi-author company blog, invite him for dinner, but don’t ask for advice.

This post got longer than initially planned. I hope the next time, a Social Media Expert approaches you, you’re prepared to ask some key questions.

What’s your experience? Have you seen folks in your network trying to participate from the hype, lately? Do you have anything, I might want to add to this list? Feel free to voice yourself in the comments!

That’s why social media matters in the service industry

Last week I visited Adobe’s online store to purchase a copy of their CS 5 Master Collection. It’s quite a pricy piece of software but taking into account the amount of really great application you get, I generally believe it’s good value for my money.

As I had to do some work over the weekend, I decided to go for Electronic Software Delivery (ESD), assuming I would be able to download the product instantaneously. Little did I know…

I purchased and prepaid (a four digit Euro amount). And waited. And waited.

My money was gone immediately but Adobe did not send any confirmation for the first 48 hours.

Then a welcome email came in guiding me to an Adobe licensing sign-up page. Quickly signed up and found the “My Products” and “My Licenses” sections completely empty.

Tried to call their service center just to listen to a poorly recorded out-of-office announcement. Opened a support ticket. That was on Saturday.

On Monday an electronic response told me to wait a little bit longer as Adobe was going to “process my order”. Whatever that means, but all the advantages of purchasing software online were long gone anyway.

After two more days of waiting I called into one of their service centers, noticeably got rerouted to some outsource facility in a poorly connected country and the agent on the other side couldn’t do anything for me. Almost as expected.

Being extremely frustrated with Adobe at this point, I sent out a straightforward tweet:

A few minutes later, I got the following reply:

Once I DM’ed the Adobe team my order number, the issue got resolved within an hour.

There are a couple of remarkable things here:

  1. Forget about contact centers. I’ve been working in that industry (technology) in my past life and there’s hardly any real innovation. You still get queued. You still get agents who can’t help. It’s predominantly an extremely frustrating experience. Vendors across the service industry promised to solve these core issues for the past decade. They failed.
  2. Obviously, Adobe Inc. is monitoring the twitter timeline for keywords linked to their brand. But not only that: They act on their “data”.
  3. The team behind the Adobe Care twitter account was empowered to help pragmatically. I did not have to go through long authorization processes and neither was I forwarded from 1st level to 2nd tier support.
  4. The entire interaction took a couple of minutes. I’m pretty confident that the total cost of this support incident was way below any contact center interaction.

While the Adobe Store still needs some serious improvement, cudos to Adobe for taking social media seriously.

Interview with Marc Andreessen

Check out Marc Andreessen in a fascinating conversation with Charlie Rose:

It’s a great talk about the “realtime century”. Very motivating and inspiring. TechCrunchIT has a good related post for the ones who are not yet seeing the disruptive changes ahead.