This post is really a follow-up to Jeremy’s post about the great feeling he got when using Foursquare and became the mayor at The Pit.
I agree that when a business starts to see all the positive aspects that being active in the social media space, they’re on the right track, but there’s one more step needed.
When the owner, or managers make a decision to start building a community or delighting their customers, that decision can not remain in the executive meeting room. It can’t just be talked about in the marketing department. Call a team meeting, because everyone needs to know.
If you’re a company getting involved in social media, then you have a responsibility to make sure that EVERYONE in your organization knows what you’re doing. Even if they’re not all engaging, they should know that it exists. They should get the talk and know the rules. When I’m in line and making small talk with the cute guy at the register, he should know the company at least has a Twitter account when I bring it up. He should be able to talk about it. Because the minute he looks at me funny, I know that social media isn’t built into your organization. It’s something that’s locked up in marketing. Or it’s control by people on a leash. That’s not authentic. That shows me I was once again in a relationship with someone that doesn’t exist. Do you KNOW how many times I’ve had a George Glass in my life? Faking entire relationships is exhausting.