For the last year or so there was a lot of hype surrounding the use of social networks from a marketing and public relations perspective. Then came the question of ROI on Social Media.

Look at how far we’ve come…

I am happy to say that in the world of online interaction… we are moving on.

Over the last year we have figured out to engage, track and leverage social networks as a piece of our organizations marketing and PR efforts. Now that we’ve done that…What’s next, you say?

The Internet is leaving the computer at home. We are taking the internet with us everyday on our blackberry, iphones, droids etc.

We are able to access information on the web from virtually every place on earth, no pun intended…(it’s not virtual, it’s real…)

The Future is in the palm of your hand..in the form of a mobile phone/device…

One day soon, my blackberry will ping me when the dryer is done and my refrigerator will send me a message when it is time to buy more Dr. Pepper after sensing that the refrigerator is low on soda.

When thinking about the next use of mobile devices what do you imagine? I think appliances, cars and tv’s will the the first things to ‘communicate’ with my mobile phone… what do you think?

I believe we are also going to watch our mobile devices become our keys, phones & wallets combined…

Mobile is the pre-cursur to the Semantic Web..or the Personal Web…the cloud?, er  3.0….ohh no…here we go again…

The Future Internet – Web 3.0: http://www.youtube.com/watch?v=off08As3siM

Social media took a wild ride last year as businesses and organization began accepting it as a serious business tool.

Tonight, I am speaking to a group of business students at Howard University who are dedicated users of web 2.0 but are looking to be the next ‘gatejumper’ in the world wide web. I plan to talk about Reputation Management online AND the human aspect of becoming a web aficionado. The first point will detail ways you can build online influence using the internet.

“The Internet has leveled the playing field for media, merchandise, communication, location and many other areas.” – Trust Agents

My second point will talk about how involvement in social media will inevitably lead to the risk of “one-way intimacy”- when you are simply pushing your message out to an audience. The important point here is that brands earn our attention through personal intimacy, we must maintain that human touch. We all recognize that companies need to change and begin participating- your job is to find out how to make twitter valuable for your employer or for your own business.

Here is the secret, tie in social media to the overall business goals, not just web-related goals. Track leads and sales from social networking to understands the true impact.

Listen Listen Listen
Lastly and most importantly, don’t focus so much on you and your message.  Figure out how you can help FIRST then speak up.

Website Resources:

Mixergy – Online Business Tips from Successful Entrepreneurs

FastCompany.com – Where ideas and people meet | Fast Company

Books:

Here’s a book I read recently and one that should be in any entrepreneurs bookcase:

Trust Agents: Using the Web to Build Influence, Improve Reputation, and Earn Trust

Even when I was younger I was always questioning the process of everything. This habit led me to seek out and follow the process and those implementing the policies & procedures around me.

Who were these people in charge?

Whether in university leadership programs or professional associations I have taken an interest in the steering mechanisms behind my surroundings. By following the paths of leaders I have found the movers & shakers in my communities and given myself the opportunity to analyze the process & situations within each.

Ghandi said, “Be the Change”- I say, “Be the Challenger”- question the working parts, analyze the tasks at hand, look for and recognize inefficiencies in the process and address the policies and procedures that are not working.

Being the Challenger isn’t about pointing out the negative. It also means recognizing and building on strengths. Your own strengths, the strengths of others and the strengths of the situations. Bring these together and focus on those few things that work well and function best.

What do you challenge?

-Mike Toner

www.miketoner.com

This is a follow up to my thoughts from Monday’s post on customer service.

I believe that every conversation with a potential customer is a representation of the larger organization; you are now acting as the company. In the same way, every performance for a stage actor is a representation of the way the playwright intended the script to be performed, mostly a larger depiction of reality.

Now lets take customer service as a new character role:

Service Provider: Not always seen as a hero, SP is the complicated antagonist of the play. After generations of observing good service he or she uses their experience, along with the desire to help to increase the position as a service provider. He or she is often forced to depend on the kindness of their customers.

On the flip side, it’s often difficult to recognize good customer service and even harder to BE A good customer. Yes, that’s right, as the customer you must be willing to listen and be receptive to the service offered to you.

Customer: Often not ready for a new process or sequence and can be easily caught off guard. During his or her ‘demanding moments,’ customer is at their worst. In contrast, the quieter times seem good and this leading character will willingly engage in an interchange of questions and answers with SP.

As an audience member, there are certain rules or etiquettes that should be followed by all parties involved. As with theatre, there is an expectation that the show will be professional.

Do you recognize good customer service? Moreover, are you good at being a customer?

What characteristics does each portray?

Photo by: Tabbi Kat

Do marketers avoid being persuaded by their own art?

Or do marketers love the hypnosis that comes from their own craft?

Over the past 3 years I’ve worked with a lot of marketing and PR professionals. As a result of the work I see happening around me I have become much more aware of my surroundings and the messages that are being sent to be from products and logos. Simultaneously, I have found myself analyzing and critiquing advertising campaigns.

I feel comfortable saying that most folks find a little enjoyment in making sure Apple doesn’t do something politically incorrect, or that Coca Cola doesn’t run into a communication crisis over water pollution or something, right?

We all want brands to do well- but not too well. I also think that fans of good branding campaigns enjoy that the message being received by them also says something about them.

But I wonder if marketers are a little too keen on the meanings of messages and ads they see in their everyday lives? Take McDonalds Olympic ads: I know that Olympians don’t eat McDonalds and drink soda. Or what about Gas and oil companies? We have all noticed an increasing amount of commercials and positive green campaigns. But- because I recognize the message being sent, what does that say about me? I still eat McDonalds. I still buy gas.

I think the interview with Exxon’s CEO, Rex Tillerman was one of the best examples of a company explaining themselves. He said his job is to provide, fast and reliable energy.”- That’s it- Not to save the world. Remember, he wants to get paid just like you and I – and I think he was correct in saying this isn’t up to just Exxon.

Consumers have the power. If we continue to buy cars that run on gas -we fuel the flames- so to speak. He explains that there is not just one simple solution; this will take a hybrid (some jokes?) approach. We will need to combine other energy sources; sun, water, light & wind, to create a balanced energy solution. Now I sound like a politician…

I believe that Exxon and others like them can sit back and wait for their consumers to tip the multi-faceted energy scales from oil to something else. But Green Ad’s do nothing for me.

We have to walk the walk first to bring about change- literally, walk.

When is bike to work day? Did I miss it?

I’ve been thinking and talking a lot about self-responsibility lately. I think we can all agree that the things we choose to do each day are all to often the result of a habit. I could outline my entire morning routine, you could too I’m sure. Our morning routines are made entirely out of habit. Alarm, Snooze, Shower, Brush Teeth, Coffee…etc.

Now, what happens when something affects your routine? What is your first response if the shower is cold? What about if the alarm didn’t go off? Do you think negatively? Is it someone else’s fault?

Life has its daily challenges and while we are all faced with difficulties, I believe we must find ways to understand that life is not meant to be a struggle. Life should be enjoyed and you have the opportunity to succeed everyday.

I realize that avoiding negativity is hard. Change is hard, even if it’s over quickly- but the more you know what your larger goals are the less the little defeats will affect your overall mindset. You can always choose to focus on the positive

“It’s All Good!” is meant to outline my daily experiences and hopefully offer some insight into the way I approach and learn from the people and situations I encounter in my daily life.

It is a true learning experience to understand and believe that methods affects effect and outcomes depend on actions.

How you live your life everyday is determined by the goals you set and how you hold yourself responsible for meeting those goals, despite any small bumps in your path.

Be responsible.

I believe that humans associate peace with individual responsibility and with equality. With all the talk of social media being about conversations, why not talk about something other than the medium itself. Why not peace?

There is no doubt that we must turn to grass roots efforts and cultural understanding to define peace. Most would agree that peace does not happen in the transactions of state leaders and governments, but that peace occurs in the transformations of whole societies through social revolution which crosses states and ignores borders to connect people and groups globally.

Isn’t social media, including the values of transparency, authenticity, respect and accountability and a step in the right direction?

Peace has to be social.

Any good magician will tell you that the method employed during a trick will ultimately change how the audience views the overall performance. This is true for most aspects of life.

The vocabulary you use during a discussion will change how your message is interpreted by the receiver. Politicians are one of the best examples of people who choose their words carefully to help elicit a favorable response from their listeners.

In the realm of leadership, one must be willing to move with the converstation and choose a method of comunicating that will create the best outcome for all parties involved.

The way you present your message will affect how the message is received.

Method affects effect.