Now that everyone from Rupert Murdoch to puppies have Twitter accounts, I think it’s safe to assume that here, at the start of 2012 social media has finally embedded itself into our society.
Time then to wave goodbye to some of those well-worn (and in some cases wildly inaccurate) phrases we’ve been using about social media over the past few years and embrace the truth, well as I see it anyway…
Okay, let’s start with…
“It’s all about the conversation…”
Whilst I’m happy to admit that social media is all about interactions I’m actually not a huge fan of this mantra of a seemingly small army of ‘social media trainers’ because it’s given far too many people the impression that social is its own catalyst for conversation when it isn’t. The countless abandoned social media channels out there are a testament to this – set up by people who were sold the idea that social was a panacea to all their digital marketing woes only to find that consumers didn’t actually appear in droves the moment they signed up on Twitter.
The fact is that social in isolation, especially when you’re kick-starting it just isn’t enough to spark that elusive conversation. A fully integrated approach, where your social channels are present or at least mentioned on your website, newsletters and advertising, as well as engaging content that informs, entertains and rewards is going to provide far more satisfying results.
“It’s not about technology”
Okay, let’s see – Hootsuite, Google Analytics, Pagemodo, Votigo, WordPress, Twittercounter, Facebook Insights – those are just some of the tools and platforms I utilise every day to effectively manage, monitor and report on the social media channels I look after in my job, and believe me I could use a good many more if I had the inclination or the time.
As I see it, social and technology are deeply intertwined and at the very least, a basic understanding of the tools available for social and how they work is essential if you want to manage social networks at the best possible level and offer interesting, innovative and engaging experiences. You wouldn’t call yourself a web designer just because you can surf the net – so don’t call yourself a social media manager just because you’ve worked out how to tweet or post on a Facebook page.
“Email (or in some cases ‘the Web’) is dead! Long live social!”
Don’t get me wrong, I often think that in some cases the features of social networks like Facebook and Google+ could work well for businesses and that for large companies, ‘social enterprise’ solutions such as Jive or Telligent are plausible alternatives to the usual methods of internal communication but seriously, the day that social replaces email is still a way off for most of us.
My feeling is that this is because the functionality we’ve got used to with email hasn’t been replaced by anything better for everyone, and that social platforms need to achieve a higher level of ubiquity before this can actually happen anyway. I don’t want to sound like a naysayer here though – I’d love to see this kind of evolution happen eventually.
“QR is dead! Long live Augmented reality!”
I know it’s common for overzealous tech bloggers to ring in the new by having it usurp something else but in the case of QR codes vs Augmented Reality, they seriously need to change the record. We’re talking about a proven technology that’s both easy to use and implement being replaced by one that, although offering great potential is still, well…clunky.
It’s not even ‘apples for apples’ when comparing these two either – QR is an effective means of tying print and digital together whereas as AR is a potential means of tying well everything and digital together, I think it’s time we accepted the difference.
“Facebook is evil! What’s it doing with my data?”
….but you’re still on it, right?
This is an opinion that’s not going to make me popular with the more reactionary of you out there but sorry, that hugely useful (in some cases essential) and entirely free social network we call Facebook isn’t a birthright – you pay for it with your data and as a result it tries to sell you stuff, just like your television/radio/magazine does.
I’ve personally never found Facebook ads to be particularly disruptive when using the platform, especially compared to some of the banner ads that still plague some dark corners of the Internet, in fact in some cases I’ve even found them to be quite useful because they bring my tastes to me rather than have me go and search for them.
Yes, I understand that no one likes the idea of their life and personality being categorised in this way but when I think about the data created here I mainly see the benefits rather than reaching for the proverbial tin foil hat.


















Aside from the QR codes, you're pretty spot on with everything else. You can talk as much as you want, but if no one is listening there isn't really going to be any conversation besides the one that you're having with yourself. Once things do ramp up, I believe conversation is crucial. Many "social media experts" refer to conversation being everything, because they've broken the barrier of building a large group with campaigns that bring in the crowd.
For a brand, though, support and conversation is huge. I work for Media Temple and conversation helps us understand what customers want and where we need to improve. But, before conversation started, we were primarily using social media strictly for support. Once we got a bit more comfortable in the social scene, we've built long lasting relationships with customers we probably wouldn't interact with if we couldn't talk to them via Twitter or Facebook daily.
Thanks for the write up and hope to see more articles like this.
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LikeMatt Lebo Thanks Matt - as I've said I understand well the need for conversation in social but also that its only part of a process that requires integration, planning and a good understanding of the kind of interactions that you're likely to have. You'd be amazed by the amount of people who don't get that.
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LikeGood article but I am skeptical about a couple of messages here.. First, Yes it is about the conversation.. It might be a phrase to go from Social Media marketing standpoint but it is the phrase to live on from a SM Customer Service standpoint. Marketing is about creating content to drive conversation.. service is about engaging in the conversation to drive outcomes.. Yes "It is about the conversation".. I bet when people say "It's not about the technology" it is true.. It's definitely not about the technology but about what you do with the technology.. :) cheers
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LikeNitya Gospel Jetson
Thanks - but its still misleading and overused.
Also - customer service via social is normally about resolving issues, not getting into conversations about them. If I complain to a company because they sent me a box of frogs rather than a sofa I'd expect the conversation to be short to the point its hardly a conversation at all.
I seriously think we need to talk about interactions when we talk about social, not 'conversation'. I also realise I'm being really pedantic here :)
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LikeEdward James Bass :) No worries... It's a great topic to research on.. lol may be my background in customer service makes me say this ... For instance, discussion forums and customer communities like cadillacforums.com, fordforums.com or macrumors.com are not managed by the brand, these are hard core fans, enthusiast and advocates of the product who are discussing (having a conversation) about the a company - products and services.. These go un-monitored by the brand.. Joining those conversations in
these areas is important because if you don't peer-to-peer communication will go overboard and the brand will loose it's voice in those communities.
One phrase I would really like to see go in 2012 is "There are more than 6 billion users on Facebook" in every single Marketing video and quoting the United Airline example in every single Social Media presentation . :) Thanks.
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LikeNitya Gospel Jetson I'd agree with some of what you're saying there but I also feel that the forums you mention also thrive because of the absence of a brand presence, they are true 'user communities' and all the better for that. Maybe they have that identity exactly because that 'voice' is absent.
Also, my experience of working with large brands suggests that whilst many would love to engage in these niche communities built around their work, they simply don't have the resources to do so and realise that doing so could actually be a negative thing.
I instinctively feel that this might be a win-win situation in the end, after all it's a testament to the success of brands such as Apple & Ford that independent communities like those exist and equally its great that they can do so beyond the usual constraints that such brands have.
Either way thanks for you're insight as its got me thinking deeply about a subject that I'm very interested in :)
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LikeEdward James Bass :) Cheers
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Likedo people really use these terms? I'm a social media strategist and I've never once used one of these terms. I hate reading most of the "social media" newsletters. Most people in our positions are so f'ing full of themselves and think they know everything about social media. You are not gods gift to the internet. seriously. get over yourself
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LikeGreg Cooper Really? You've never heard anyone complain about Facebook privacy?
Not sure what idyllic corner of the known world you're in Greg but I wish I lived there too.
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LikeGreg Cooper could you hate life any more?
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LikeYeah, I'm on Facebook because I decided to make yet another fake profile. When I first went to Facebook my friends at MySpace thought I was nuts. Now MySpace is a ghost town. It's difficult to imagine that the "King of the Hill" could be de-throned, but with the deletion of my LAST profile I decided to find OTHER social media sites where I would not have to worry so much about content, and getting deleted. AND I FOUND THEM. For everyone, the sites they find will be as varied as their own tastes. Of course you have Facebook and Linkedin but there are also FUN adult social sites like FetLife and Dark Fetish Network too (along with Kink Arena and a few others) These sites satisfy the need for social gathering as well, and they don't cannibalize their own members.
Hey, keep in mind also the influence of the gaming community and the effect that has on the inflated membership numbers at Facebook. If Playdom and all the others are publicly traded (you can see their profit sheets) and they encourage their players to have up to 500 members each the tendency has been to create multiple accounts, they are called "minis". When you consider the popularity of all those games on Facebook and that a huge percentage of that population has more than one account then you may see that the actual membership numbers that Facebook boasts about are in fact considerably smaller.
Let them continue to pose restrictions on their members. I went out into the wilderness when I left MySpace and found Facebook. I'm glad I left Facebook for Dark Fetish Network. Now THIS Facebook is just a space saver, nothing more.
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LikeMariah Papaya Wow, ok.
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LikeThanks for the great article. I agree with all of your points, and am glad someone could efficiently articulate what so many could benefit from. I'm also sick of the word cloud - not the cloud itself, just all the constant referencing of it.
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LikeSandra Stephens it's been rendered meaningless. i would throw "4G" into that discussion as well
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LikeSandra Stephens Thanks - looking forward to hearing your alternatives to 'cloud' - I'm going to use 'stratocumulus' from now on.
Whilst we're on the subject of words can we replace 'viral' with 'epidemic' too - I just think it sounds way better.
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LikeEdward James Bass Maybe troposphere.
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LikeSandra Stephens Absolutely but I can tell you I won't be happy until all of my systems are hosted in the altostratus from now on.
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LikeAnother nice thing would be to stop creating lists of 5 items (no offense). This last couple of weeks I've been bombarded with the "5 most", "5 less", "5 must-whatever", "5 tips" of everything in matter of Social Media. Just saying.
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LikeGisele N. Mendez Sorry Gisele - we'll try to keep to a number more agreeable to you going forward.
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LikeEdward James Bass Hahahaha :) Thanks (...?)
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LikeThanks. A good article and a good advice.
The QR-Code thing always bugged me. I like it, and it's going to be mainstream already here. In many stores there is a QR code on the shelf. A quick scan and i get the link to more product information.
One is missing imho. You shouldn't show off your Apple devotion every time you can. It's going to cost you visitors probably, as more and more people get upset about that hype and having "devices of the enemy".
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LikeRyo Agreed - never really understood why people get so hot under the collar about their smartphones.
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LikeRyo Agree. QR codes are everywhere and there will more and more of them. Great technology, easy to use, makes sense. Just another example of great use of QR codes http://bit.ly/tzZeIE
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LikeI am an avid user of Apple's Safari browser and both the ClickToFlash plugin and Reader feature. ClickToFlash is good for YouTube and Facebook as it eliminates 90% of ads out there. Reader is great for articles, because it's like reading a newspaper yet the URL's and images are preserved. Just no ads!
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LikeStuartos That's a wonderful little comment there Stuartos, I can't tell you how grateful I am that you've taken a few moments out from your clearly valuable time to share that with us.
Shame it has absolutely nothing to do with the piece. I'm an avid user of knives and forks but I don't feel the urge to share that fact in irrelevant places.
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LikeEdward James BassStuartos How "cutting." :)
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LikeConversation from Facebook
Thank you for posting this.. so true!! The only ones I would like to add are... "in this space" as it relates to whatever market someone is selling for. EX: "We're working towards adding gamification in this space". Ugh. Also "deep dive" in regards to data. Which I get the reference, but we're not taking a scuba class here. C'mon.
QR and Augmented Reality are both garbage. At least AR has a future where it might be less garbage. Most people don't know what either are, the world's most popular smartphone can't do either without the install of separate apps, and even then the results, in the case of QR are... Sending you to a URL? AR has a future and QR will soon be replaced by NFC.
Stop saying pivot and gamification.