When there is a mission involved people are more likely to share and care…

My mission is to share with you information and opinions from other people that influence me. I believe that if I can share their passions I can help create a more positive influence in the lives of those around me.

“If you get it, share it” sorta‘ thing…

Here’s a look inside my friends and heroes and while some may not know this firsthand, I admire and learn from you and get my daily dose of humor from you:

These are professionals, leaders, comedians, photographers, teachers, in no particular order:

Tripp, in Living the Truth, your demeanor and outlook always remind me of something larger than myself. Tripp sums a lot of my unwanted anxiety when he writes, “My stress and my worries are often slightly out of perspective.”

Jake: The future is safe with you teaching the next generation of leaders.

Lackeyman, you had the guts to change your major, pursue your dreams and turn your passion for photography, video and allthings multimedia into your life’s work.

Rob, you continually push the envelope with your comedy and your writing.

Geoff, you are a true social believer in social media for social good. I continue to learn the importance of putting the team before the individual- something I believe in and understand the challenge it has become in public relations.

Jonathan, I admire your entrepreneurial spirit.

Meghan: You have an opportunity to influence the direction of the US Army‘s future social media policy and how we learn and communicate with soldiers and their families and all American’s via these new mediums.

Mike: You rocked the DC Improv- keep making jokes.

The past few weeks have been alive with inspiration and hope for me. I am working on blog post which I hope to share sooner than later that involves an editorial calendar and the best way I can convey what this blog is supposed to be about.

I’ve got my mission.

I’ve got my outline.

Stay tuned…

For those who think facebook is the extent of your online persona – think again. We are entering a new era and those migrating into social networks are quickly learning how to communicate online.

I like the idea that we are collectively learning and brainstorming how to use social media. Do you think it is a learned skill…?

In Here Comes Everybody: The Power of Organizing Without Organizations, Clay Shirky discusses the mass amateurization that comes with social media and what “happens when people are given the tools to do things together, without needing traditional organizational structures.”

So, are you ready to dive in?

S is for Social

Social Media has given individuals an online platform to facilitate the sharing of information. We share ideas, songs, powerpoints- you name it, you can find opinions and ideas about that topic online and this information is now within your social network.

O is for Openness

The social web encourages transparency. There is no way to hide what you say online, everything is searchable and archived. The Freedom of Information age is upon us.

U is for Ubiquitos

Access will be mobile, allowing for constant interacting among individuals through virtual, online portals.

P is for Privacy

The internet and the information being gathered by google, facebook, linkedin, gist and twitter is a gold mine for marketers who want to anticipate our next move and find creative uses of GPS enabled location-tracking devices, like cell phones. When and where I’ll be hungry is a great place for a sidewalk lunch-special sign, isnt it?

What does all this lead to?

Well, it leads to the to optimization of the optimizer or a place where machines can analyze all the data on the Web, and computers behave like personal assistants and ultimately can respond to my questions and recommend my likes and dislikes based upon our prior behavior.

What is your next move online?

-Mike

www.MikeToner.com

Here’s a little video of my time out at the 2009 Consumer Electronic Show in Las Vegas last week.

I had a great time out in Vegas. It was my first trip to SinCity and to be honest, it was an easy test of my self-control. I played craps for about an hour and stayed clear of the slot machines. In old Vegas, I did play $5 blackjack, but all in all, I’ve still got my dignity AND my money.

In the video, the little netbook is from iRiver. The e-cigarette doesn’t have any nicotine nor a flame. It runs on a battery and is more or less a heated concoction of flavored steam. The Segway-table is an interesting use of an existing technology.

Pleo, the robotic baby dinosaur was a little too life like, but would make some kid really happy.

The coolest thing I saw didn’t make the video, mostly ’cause I met the guy on the monarail. This guy was wearing a flashlight looking thing on his belt and his T-shirt said something like, “As I walk, I’m charging my cell phone.” Essentially, the flashlight holster was a battery charger, called nPower PEG. It relies on the frequency movement you generate while walking to store the energy and charge whatever you want via a USB port.

Imagine harnessing wave energy with buoys placed out in the ocean. It can work to store and re-purpose the extra energy being produced just about anywhere. Very cool.

-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

As I headed to the Kennedy Center last night for a show, I began thinking about the preparation involved in stage production and what an immense undertaking it is. The behind the scenes work takes months to produce a seemingly effortless result; the performance.

I was always taught that the trick to acting is to make each performance seem like the first time. To make each word and motion authentic to the moment, current and un-contrived.

I believe the same idea applies to real life and to business, especially from a customer service standpoint. Each interaction with a customer or client should feel real, not a canned corporate answer and definitely should not sound like a rehearsed script.

No matter the interaction, act as though you are the only personal contact that the customer has with your company. Be prepared and behave as though the entire company’s image depends on you.

More on this tomorrow…

Photo by: Beck Exposed

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?

1) What are people already saying about your organization on the web? Gather information, do your research, seek out the conversation. Listen FIRST.

2) Think about your plan of action. Which blogs will you want to follow? How much of the conversation has already taken place? Will you and how will you engage? Listen and Plan.

3) Calmly engage in the conversation happening on the web. Do not react to negative comments by haphazardly responding with a defensive comment on someone’s blog. Calmly engage.

4) It’s important to spread a message that is true to your organization. On this plan, you will never need to remember what you say or write to anyone. If you tell the truth, the story stays the same. Transparency, honesty and authenticity work well with social media.

5) Social Media is a two-way conversation. Find and engage with the folks that already have a perception of your organization or brand. Be ready to react.

6) Use photos, videos and any kind of mixed media to enhance your message when possible. Hyperlink to additional information or suggested reading, this will help bring value to your message. Create valuable content.

7) If you want to be easily found on the web, you should be constantly engaging in the conversation happening on the web. While consistency lends itself to search engine visibility it is important to find a balance between quality content and consistency. Quality outweighs quantity.

Michael T. Toner
www.miketoner.com