Just because you have a business, idea or event doesn’t mean it needs a Facebook page or twitter account. Yes, social media is here to stay, and if you want to get into the game these days, you’ll be missing the boat without utilizing these tools, but you have to use it correctly or it could have the opposite negative impact driving consumers away as opposed to bolstering your sales or support for whatever you are peddling.
all seen the Nike, Reebok and Ironman Facebook pages and twitter
accounts. They are huge and were huge before twitter was a glimmer in
someone’s eye. These platforms only served to solidify their brands and
get them out in front of the public even more.
what about the other “businesses” and entities that serve the public,
look to support themselves or might even be non-profit. They need
exposure. They need attention. They need you to buy their products,
support them or live in their community.
for example Olathe, Kansas. Yes, being an Olathe homer has it’s
advantages, but they are seriously after the media game. They want to
run a smart city, want people to live in Olathe and want you to know
They have Facebook
and Twitter accounts along with email newsletters and print media.
They hit you coming and going. In 2012 their Olathe Link external
newsletter was awarded the National Association of Government
Communicators Best External Newsletter. They
were also recognized as one of America's top-ranked digital city
governments (125,000-249,000 population) according to the 12th annual
"Digital Cities Survey." For a complete list of awards, click HERE.
recently noticed an issue at a traffic signal and the congestion the
ill-timed lights were causing in a certain direction. Having plenty of
time to lament about this, I took to my FB phone app and found the
Olathe government page and let them know about the situation. I tried
to get some details in there without being overly belligerent, but upon
reading it, one could tell I wasn’t thrilled.
to my surprise, the same day I got a response and a request for more
information. Within 3 to 4 days, the timing issue was fixed and I wait
no more than two light cycles to make a commonly traveled intersection
where it took 5 to 6 before. I’ve now added 20 minutes back to my life
not sitting at a light to get across one street.
you take a look at their FB page, 90 percent of the posts are responded
to. Each response is without malice regardless of the poster’s
intentions. They accept gratitude were due, they offer suggestions
where appropriate and best of all, they take action from honest
inquiries. They have effectively utilized Facebook as a tool to
increase customer (residential) satisfaction instead of using it to post
links to entertaining articles on the web.
know next time I have an issue, I’ll be posting on their wall and
expecting a legitimate response. In this day and age of huge
corporations with Facebook pages that do not respond to wall posts,
Olathe stands apart in the service industry and that materializes in the
retention of residents and the addition of more as the years go on.
Good work Olathe.