SocialMediaBust

If it's true that credibility and trust constitute major forms of social capital for businesses, then it follows that credibility and trust might be affected by what you post, of course, but also what you share. In the absence of any caveats, when you retweet or share, the assumption is that you feel the article/media is of value. That's probably a poor assumption, but that's how people look at it.

If that chains of thinking is accurate, then when you post something that you haven't read, and that "something" is poor quality, then you damage YOUR reputation. Here's a case in point.

Someone who calls himself "expert in service" posted the following on twitter:

What’s Changing In Customer Service? The Highest 5 New Issues That Clients Want. http://ow.ly/2NqNm #custserv > Make it EASY.

I understand that Mr. ExpertInService found something in the article that he found valuable. That's not the quibble. If you look at the article itself you should immediately begin asking questions. First, the article lacks any indication of authorship. That's often an indicator that the article has been "scraped" or pirated without permission. Second, there's no effort to corroborate the "facts" in the article, or to justify the title?

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Gina Schreck is our first learning example of someone who uses social media in extraordinarily powerful ways, and in ways that show off what social media can do when used properly. Much to be learned.

Gina is an advocate for virtual reality, and in particular the use of Second Life. Normally, I don't find advocates open minded or even moderately willing to reconsider things from those that see the world a bit differently, but Gina is a prime exception. She tweets, she uses Facebook, she speaks professionally and seems to have a very intergrated view of how all the various pieces -- print, social media, website, personal appearances, all mesh to create something that is powerful and effective. She is by far the best advocate I've seen in the past year.

I don't know Gina except for occasional interactions online, but one of the indicator questions I apply is whether I would want to sit and talk with a person, in person, based on their social media presence. Gina, come on over! There's another indicator, just as important. Do I get the impression that the person would be interested in what I have to say, and be truly interested in learning from others. Gina, again, come on over.

So, what does Gina actually do to give those impressions? Here's what I get from her posts and why.

• I'm particularly alert to self-promotion and it's a turnoff, even when it's subtle. When Gina talks about what she is doing, and she does fairly often, her excitement comes across as genuine, and not coming from a place that has $$$'s attached. I don't recall examples of when I thought "Ugh, she doing that self-promotion thing". Ever.
• She's funny and entertaining. She tweets a good deal about her social media passions, but she tweets enough on other subjects, and in such an amusing way that it's interesting, and entertaining. Not a "one trick pony". A real person.
• She talks just enough about her personal life to humanize herself, but not so much that you wonder why you are reading "this". Her very occasionaly references to her child, The Schrecklet are amusing and even insightful.
• She responds to disagreement better than almost anyone in social media. She doesn't ignore it. She considers the points. She doesn't try to convince. That is incredibly refreshing and REAL. No defensiveness.
• She knows her stuff, BUT she also asks real questions if she doesn't know something. That exemplifies the fundamental values of social media that we are rapidly losing.

Frankly, I'm not sure Gina actually sleeps, she is so active and USEFUL. And convincing in her own way.

I'll share a secret. The best way to get people excited about something is to be excited and to be able to share that excitement in a non-intrusive way. Can you believe that Gina actually got me to log into Second Life? That's an accomplishment, and yes, it's cool.

I also know, from reading, that Gina has introduced Second Life to probably hundreds of people. That is EFFECTIVE use of social media.

Gina, if we had more like you, not only on social media but people who were as energetic and articulate, we'd have a heck of a better world. Of course, Gina, you are welcome to comment and share more of how you view social media, I'd be honored if you shared, if you have time. Leave a comment!