Time Is (Soon To Be) Irrelevant

Twitter has recently announced that they are leaning towards changing their interface to an algorithm-based timeline rather than the traditional reverse chronology. Facebook fans are familiar with this setup; the dashboard is set up in such a way that posts are displayed in order of relevance based on an algorithm. Twitter, on the other hand, is set up so that users read status updates as they are posted, starting at the bottom and scrolling up for the most recent posts.

Twitter has been making several changes as of late, including changing "favorites" to "likes," displaying popular posts whether or not the user is following that person and allowing longer direct messages. However, these changes have met a variety of reactions, few of which are positive. 

One of the milder reactions to recent changes...

Personally, I am not a fan of the algorithm option. On Facebook, I find it confusing and, frankly, annoying. I have always been a fan of the way that I could follow an event as it was happening on Twitter and the idea of that changing is quite upsetting. To me, it seems like Twitter is sacrificing efficiency for the sake of boasting that it is "high tech" or "innovative" with relatively no input from their users. I am sure that, if Twitter had reached out and asked whether or not users prefered the chronology versus an algorithmic interface, fans would have preferred them to stick to what they already had.

At the end of the day, if something is not broken, there is no reason to fix it.

Until next time!

Kathryn

For more information: The Verge Buzzfeed Heavy

Real-Time Chapters 13-14

There is no "I" in "team" unless you risk making the team look bad.

My favourite thing about these chapters was the concept that companies had to trust their individual employees to have good judgment when it comes to social media and real-time communication. To me, it seems obvious that a company should allow its employees to use social media because of the real-time demands of our ever-changing market. Given a clear set of guidelines, employees should be trusted to be responsible enough to engage with customers without stepping out of line. I think that this would add to company morale and ensure customers that there were real, caring people working for them, rather than something automated or mechanical. 

Specialists in social media analytics are essential for the growth of any modern company. Huge numbers of complaints and praises are shared every day through Twitter and Facebook. With analytics tools, it is easy to see what people are saying and respond accordingly in a timely manner. This gives businesses a competitive edge against their less savvy competitors. There is no room for being old-fashioned in today's expanding industries. If companies want to be fresh and cutting edge, they must be willing to take risks and explore new tactics. Honestly, I think this discussion is another example of this book becoming dated- it is hardly a question anymore whether or not a social media presence is essential to businesses. Those who resisted change have been left behind.

Until next time!

Kathryn

Real-Time Chapters 10-12

The things that stood out most to me in these chapters were the ways companies reached out to their customers throughout their transactions. Having a personalized hotel visit adds a sense of luxury and makes you feel as if you are a valued customer. Receiving benefits for participating with a hashtag or other form of media branding peaks interest and raises awareness of the company. Companies need to realize that every person they come across has the potential to be a customer or has been a customer in the past, meaning that they should treat them with the utmost respect and consideration. This sort of treatment will stand out to people and make them remember you as a pleasant experience.

At the local independent coffee shop that I used to work at, we were instructed to greet everyone upon arrival and to thank them as they left. Believe it or not, even these small gestures stood out as something that made our store more likeable compared to the other two locations in our area. Our emphasis on customer service and providing a pleasant experience earned us die-hard loyalty and raised company morale. To this day, I brag about how much I love that job, even though no one in Ada knows what River Road Coffeehouse is. At home, everyone I meet seems to have a story about how nice the employees at River Road are. Even as a small family-owned business, the way we take care of our customers sets us apart from anyone else in the region.

I will always love Del Monte for this funny tweet to my boyfriend!

Social media is one of the best ways to reach out to potential/past customers even when they are not physically with you. Having a well-maintained and responsive social media presence ensures that people will recognize and remember you, for better or for worse. Nowadays, experience sells more than a product does, so it is important to take initiative and begin your experience early.

Until next time!

Kathryn