As the VP of Marketing for a dot com start up geared towards IT professionals and major corporations, I assemble multiple focus groups consisting of average Joes to get their opinion on the UI. Not realizing until after the site is built, that perhaps it might have made better sense assembling the typical actual user of the site in garnering user feedback. Huge error.
After having started my first user based community wrapped around a very popular consumer product, I manage the community as if I am a dictator. I say no to everything and listen even less. Big mistake!
These are but 2 of the mistakes I’ve made in my journey through marketing, communities and social media. Encouraged by my friend Mack Collier who has a similar post right now over on his site The Viral Garden, I decided to recount some of the mistakes I’ve made in social media, marketing and managing communities. I think this is a very viable topic right now for a number of reasons, as you will soon see.
Mack mentions that people who are entering the space for the first time-be it social media, marketing, managing communities, blogging, or whatever-may fear that doing anything, any misstep, will be met with criticism, or perhaps a stiff rebuke. Which is not the case at all, in fact Mack’s point is this:
When it comes to social media; no one knows everything, and everyone makes mistakes. I’ve made more than my fair share
Don’t buy into this ‘I don’t have anything to say/tweet/post about’ nonsense. Get out there and make your mistakes, because that’s the best way to learn. And besides, one of those ‘social media experts’ has probably already made all the same mistakes you will
So along with the other 2 mistakes I made above, let me highlight some of the bigger ones I’ve made.
2002 I set up a knowledge base, a BBS, and an instant chat function all to allegedly help our customer service dept. Results? Customer service didn’t know how to use the complicated KB and neither did the customer. The BBS was too complicated as well and the chat function crashed constantly. 0 for 3.
2002, I created an online community that instantly becomes popular and balloons to 3,000 users. At which point, I endear myself to no one as I kick out some of the brand champions for what were in hindsight, petty transgressions. It’s at this point that I am called out for the first of many times, and issued my first death threat as well. Major screw up on my part!
2003 I’m still not listening to the customer. Thinking that perhaps silence is golden as a community manager, I participate very little when the complete opposite was needed at the time. FAIL.
2004 A new product and business unit is created. I create new sites that get tremendous traffic but do very little analysis of the trends, the topics, the hot buttons and customer suggestions flowing in from email and I funnel them to Customer Service, because “I’m too busy!” Apparently, they never read them either. Product tanks. My fault for not listening, at all.
2005– I start blogging to create better brand recognition. But I know nothing and blog/spam with zero regularity. The only gain I see, is a minor SEO bump, but realize that it came from me commenting. So rather than genuinely read blogs, I decide to just lamely comment for hyperlink purposes. It works for SEO but I get nothing out of the exercise. At which point I’m just an SEO loser/hack gaming the system. FAIL
2006 I start blogging again but this time it’s out of a need to communicate with customers better. Obviously I’ve seen some light somewhere. But I read very few other blogs and comment even less. Not realizing that blogging is a 2 way street. It takes a full 6 months for that fact to sink in.
2006-2007 I engage in a full blown reputation management endeavor utilizing social bookmarking, blogging, and participating in multiple social networks. Only problem-I’m not engaging earnestly. Another problem, I create persona’s in the name of the company but not in my name. I’m not transparent, not even close. Apparently I realize the SEO implications but still don’t get that its all about you being you and the conversation. I’m everywhere and I’m not. The reputation management campaign has worked and yet I have zero traction. I still have not understood the basic principles of social media. FAIL
2007– The light is starting to go on a bit more, but it still has not dawned on me to come out from behind the curtain and be myself. It takes the last 6 months of 2007 to realize that transparency actually works in creating better conversations. In the meantime I start joining social networks on behalf of products instead of myself, and continue to push the message as a brand marketer instead of engaging and listening as a person. Mistake
2008– I was very active but not always in a good way. In 2008 I created “more” social networking accounts instead of concentrating on the few where I have become part of the communiy. I blog about too many different things not realizing that my traffic came from being consistent and on point. I also sometimes still forget that traffic comes from participating and reading other blogs. I also forget that the best way to create value and more long lasting relationships and perhaps derive business, is to go beyond thinking like a marketer and to think more like a friend, a peer, and a colleague. I realize now that from all of my mistakes that, as I told my friend Paul Chaney on his Blog Talk Radio show:
Active listening leads to active relationships that translate to real opportunity..
So you see, I’ve made a ton of mistakes, and those were just the one’s that come to mind immediately. The key though, is that I learned from them, and kept trying. But if you never step outside, you will never truly know what’s out there. Bottom line is don’t be afraid to make mistakes. I have to think that regardless of your backgrounds , you have all made mistakes. Don’t let the mob mentality, or some random blog comment or snarky tweet, sway you from trying and experimenting in social media. Let it be a motivator.
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Hey Marc, it’s fantastic you are sharing all your mistakes and many are still possibly still committing the same until this very day. A great opportunity for all to take notes on what’s been tested and proven (or proven not).
Definitely, I have to agree that the mob mentality is one of the most dreaded factors that are keeping people away. Strangely, isn’t that what many PR agencies/practitioners are empowering, building and advocating? Their “strength in numbers” game? I think this is something that will be hard to erase from social media as long as the top guys continue their work and preaches in the number game.
Sorry for this second comment, a fellow pal wrote this… which I feel is kinda related and worth the read.
Ed, people need to see both sides of the coin. We learn as much from the mistakes as we do from the wins. Thanks, hadn’t seen you in awhile.
Reading it now…
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This is a big help for a newbie like myself. I’ll be subscribing right after I finish this comment. Thanks for sharing this info.
Great to hear the long road you’ve come from and the mistakes you’ve shared.
In the end, regardless if it’s social media or not – it’s the communications factor and how you engage with your community, consumers, etc. Listening and being open to every single person in your base is what helps nurture those communities and take them to the next level.
You’ve definitely learned the ropes and hey – where would you be if you hadn’t made any mistakes? There may be a price at the time but it’s well worth it in the long run.
Thanks Sonny, with your background, I thought that you might be able to relate to some of these. Thanks for stopping by as usual, I always value your input.