I have been going through a tough period in my life recently due to some struggles at work. Mainly has to do with some backlash I received from interacting with some customers online that I was only trying to help and provide a voice to them from my company. I came across this article that spoke volumes about how companies should not be banning or detering employees who want to use social networks to reach out. They should embrace the groundswell.
The typical knee-jerk reaction taken by many organizations when faced with the groundswell is to put a stop to it and tear down the people who embraced it. Sad to see since there are many well-meaning employees who are passionate about reaching out and providing information to customers. If you think about it, customers are the ones who help us have the jobs we have. Why would we not want to interact with them and help?
In the attached link that opens a pdf file of the article, it says the following: " For a start, companies need an attitude adjustment to recognize "symmetrical participation," or the capacity for the receiver to also become a sender of information, as Clay Shirky puts it in his book Here Comes Everybody. In the old media era, information was asymmetrical —from sender to receiver. "
http://tinyurl.com/5qxk88
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