I was thinking about what Mike Ewen (@Mike_Ewen) and I might present about our Social Media journey at an event about communicating with new technologies. I’m not sure if we’ll use this but I thought it showed the difference in attitudes and thinking.
Our attitude circa 2010 0r ‘The 10 rules of Social Media success (Or Not)’
- If there is Social Media platform, get an account on it
- Start posting – people will engage!
- Be professional – don’t bring the Library into disrepute
- Be serious – Remember this is work
- Post about Library related things – people will be interested
- Don’t use Social Media as a support tool – It’s a big overhead
- Don’t answer questions
- Don’t respond directly to an individual, if you must, do it privately
- Turn a negative into a positive, we don’t want people saying bad things about us
- If you make a mistake, delete the message and repost
AND WERE WE WRONG!?
YES! (Or at least we think so) But we take comfort in knowing that this was a new area and we have learnt a lot.
Our attitude 2015
- Focus efforts! Don’t use Social Media platforms just because they exist, use them because that’s where your audience is and accept that might change
- Accept that people don’t always engage! A good reputation takes time and you need to put effort in
- Be Human – everyone else is
- Don’t take yourself too seriously – if you do, others won’t
- Post about what your followers are interested in. Some of this might be library related
- Use as a support tool – use very much as a support tool
- Answers all questions…and accept feedback
- Respond to individuals, have conversations in public and let others participate
- Respond to negative comments – they are great feedback (and publicity)
- If you make a mistake, leave it and engage over it when it’s pointed out. It makes you human, it starts a conversation.
AND ARE WE RIGHT!?
We don’t know, maybe not, but we accept that. It’s working for us at the moment and we think we are moving in the right direction. I think most importantly we’ve realised the Social Media isn’t about us, it’s about a community and being part of the conversation. Perhaps one of our biggest marketing opportunities is being seen having those conversations and being seen to be human!