I was just on TV this morning at Fox 4 News in Kansas City, doing a 3-minute segment about my book, Face2face: Using Facebook, Twitter, and other Social Media Tools to Make Great Customer Connections. It was fun! Here’s my bit:
Enjoy!
social media | emerging trends | libraries
I was just on TV this morning at Fox 4 News in Kansas City, doing a 3-minute segment about my book, Face2face: Using Facebook, Twitter, and other Social Media Tools to Make Great Customer Connections. It was fun! Here’s my bit:
Enjoy!
I was just interviewed about my new book (Face2face: using Facebook, Twitter, and other social media tools to create great customer connections) for the SitePoint podcast. Patrick O’Keefe (@ifroggy on Twitter) did the interview, and we talked about digital media in the modern library and (of course) connecting with customers and visitors via online social tools.
Here’s a link to the interview (and an embedded tweet version of the link below):
SitePoint Podcast #180: Face2Face with David Lee King ow.ly/2sjews
— SitePoint (@sitepointdotcom) September 21, 2012
Anyway – you might find it an interesting listen … so take a listen!
In a previous post, I said I’d talk more about being “business casual.” What exactly does being business casual mean?
First off, I have a whole chapter devoted to this idea in my new book, Face2Face (and I’d love it if you bought a copy!). If you want more detail, it’s in the book.
Here are some thoughts on how to be business casual in your interactions. These ideas work for blog posts, status updates, and even in videos:
Write Like You Talk. Most of us were taught that writing was a very formal, proper thing. We were taught to write business letters and academic papers. Guess what? Don’t write like that (Karol, guest blogger over at ProBlogger, agrees). Forget some of those rules, right now. It’s a more formal writing style, and it makes you sound more formal and less approachable.
Instead of a formal writing style, just write like you talk. This is very hard for some people to do! They’ve been trained to write a certain way, and suddenly writing in a different way doesn’t come naturally. If writing like you talk doesn’t come naturally, you can …
Say it out loud. If writing like you talk is hard for you, here’s a simple trick: Simply say it out loud. Read, out loud, what you just typed. Does it sound like you? If not, then rewrite your text so it sounds like something you’d actually say.
Write to your friend. Another trick – pretend you’re writing to your best friend, or a sibling. When you’re writing an email or a Facebook message to a friend, you probably write a bit more casually, as if you were standing there, talking to your friend. You’re familiar with that person, so you are using casual, friendly language with them.
That’s the voice you need to use (minus the inside jokes and potentially off-color language) when writing to customers.
Wear fun clothes – not a suit and tie. If you’re a visual person, here’s another way to think about this concept (and this is why I say to write “business casual”). Picture yourself wearing casual clothes when you write, rather than a tuxedo. It’s another trick to help remove formal language from your writing. Write like it’s “casual Friday” rather than “meeting Monday.”
Use language your customers use. In a library setting, we have to really work at this one – and most businesses are in the same predicament because of industry jargon. Remove all instances of technical language and jargon on your site. An easy way to do this is to simply ask your customers what they’d call something. For example, we removed one bit of jargon at my library by asking our customers what they would call “the room where we put a book they reserved to be checked out.” We actually stationed one of our Marketing interns by our check out line for a day, and had her poll the people waiting in line. We received some great feedback – the room is now called the “Holds Pickup Room” and it works great. Our customers know what to look for, because we named it using our customers’ language. You can do a similar thing with your organization’s products and services. Pick something your customers do, and simply ask them what they’d call it.
Do some behind-the-scenes videos. Show what goes on in the office or behind-the-scenes. This type of video captures workers in their element (at the office, doing their work), rather than artificially standing in front of a backdrop, with lights shining on them, talking to a camera. You can even interview them. Blip.tv (no longer around) did a great job of this with their Blip on Blip video series. They would walk around their workplace, taking videos of staff and and sharing those videos with the Blip.tv community. This type of video shows real people at work, having fun. Getting to know someone by watching them in a video helps customers. When a customer has to call in for support, for example, they might just know who they’re talking to – because they just watched that customer service rep in a video.
Represent Your Organization, not Yourself. Finally, remember this: when you share that slightly casual, personal voice, and you’re doing it for your organization … you are essentially representing that organization. You become the voice for your organization or business. Your website, your content, and your employees have unique personalities. This uniqueness will come out. Your brochures were written by people who have a voice, and some personality comes from those, too. All that adds up to an organizational personality. Even your physical building (if you have one) has a feel or personality. The challenge is to make these match so you can present a uniform image. Sit down, do some planning, and map out each aspect of your organization – the building, the marketing, the website, the staff. Plan the voice of your organization.
These are some ideas of how to be business casual online – do you have others? I’d love to hear them!
Business casual image by Bigstock
My new book, Face2face: Using Facebook, Twitter, and other Social Media Tools to Create Great Customer Connections, was just mentioned in this Inc.com article -Â Better Social Media Strategy: Show, Don’t Tell. Sweet!
In the article (sort of an author interview type article), I provide five tips on communicating with your organization’s customers using visual social media tools like Pinterest, Facebook photos, and Instagram.
Here are my five tips to create great visual communication that are mentioned in the article:
Each point is explained in more detail at Inc.com, so go read the article for more information (and thanks, Marla Tabaka, for the mention!).
And if you like that info … remember to buy my book!
Successful posts in social media spaces like Twitter or Facebook are the more social, friendly posts (at least for my library, anyway). How can you be more “social” in those spaces? here are three ways to do it:
So – those are some ideas to be more social in social spaces. Do you have any additions to this list (yes, I’m doing #2 right now)? Please add them in the comments below!
If you liked this post, you’ll also like my new book, Face2Face: Using Facebook, Twitter, and other Social Media tools to Create Great Customer Connections. Get it now!
Image from Bigstock