thinking about digital customer experience
Can we just all start using the term “Social Networks” rather than “Social Media?”
I know this will mean having to re-do a lot of conference Websites, powerpoints and business cards, but the name “social media” is just an unfortunate 20th century misnomer. Using the name “media” lumps it with traditional “media” like broadcast, print, outdoors, direct, etc. It says that social media are just one more channel for getting a message out.
And when almost all Fortune 1000 corporations in the US are run by senior managers who don’t understand the Internet and don’t use social media, this naming business puts up one more needless barrier to understanding. Decision-makers consider strategy for marketing and advertising products and when they’re told about social “media” it’s just hard for them not to ask about reach and frequency.
And as my friend Andrew Eklund says, social networks are bigger than marketing. The impact of these networks grows each day, but even by their structure they go out beyond the boundaries of marketing and public relations. Authenticity and passion are central virtues of social networks and while that can run counter to a lot of advertising, it doesn’t run counter to the reputation of great products and companies.
Words matter. Names count. Let’s call them “social networks” pretty please, starting today.
I'm Rohn Jay Miller. I'm a principal in a start-up called AlphaBeta. We work with clients to evolve their business + communications strategies so they become more open, interactive and valuable in the marketplace. This means looking at how marketing, sales and customer service holistically engage customers. I write here about our challenges and opportunities.
I used to be Senior Vice President - Product + Technology, Knight Ridder Newspapers You can reach me at rmiller@alphabetadesign.com