A book written primarily for those in businesses wondering if they should get involved in Social Networking. It goes through a way to determine if it is appropriate for your particular customer base (and in what way you might get started) then gives case studies of how other companies have both succeeded and failed.
It also has a step by step suggestion for how to start to get involved and then build on your interactions.
(I'm still reading Ch11 on internal networking and will update the post when I finish it)
Loc. 26-27 Simply put, the groundswell is a social trend in which people use technologies to get the things they need from each other instead of from companies. If you're in a company, this is a challenge.
Loc. 83-84 But lawyers and entrepreneurs aren't the most powerful force on the Internet. People are. And people, empowered by technology, won't always go along. Media isn't neatly boxed into little rectangles called newspapers, magazines, and TV sets anymore. People connect with other people and draw power from other people, especially in crowds.
Loc. 113-15 Mike Masnick, a blogger for Techdirt, coined the term Streisand effect for events where attempts to remove content from the Internet cause it to spread broadly instead.'1 So not only is Barbra Streisand's house still visible online-now her name has become synonymous with futile attempts to remove content from the Net.
Loc. 139-40 groundswell is: A social trend in which people use technologies to get the things they need from each other, rather than from traditional institutions like corporations.
Loc. 147-48 People have always depended on each other and drawn strength from each other. And people have always rebelled against institutional power,
Loc. 155-56 the technology is just an enabler. It's the technology in the hands of almost-always-connected people that makes it so powerful.
Loc. 226-27 With that in mind, here's the principle for mastering the groundswell: concentrate on the relationships, not the technologies.In the groundswell, relationships are everything. The way people connect with each other-the community that is created-determines how the power shifts.
Loc. 242 Video viewing is also popular, but there are far more video viewers than video creators.
Loc. 250-52 First, listen. Read blogs that talk about your company and see what people are saying. Blog search engines like Google Blog Search and Technorati can help you determine which blogs have the most influence. Search YouTube, Dailymotion, MetaCafe, and other video sites for what the groundswell is saying about you, or use a cross-site video search engine like Yahoo! Video.
Loc. 257-58 If you want to get serious about monitoring, work with services, like TNS Cymfony and Nielsen BuzzMetrics, that monitor blogs, videos, and online discussion groups for mentions of your company and your competitors and gauge general sentiment.
Loc. 307 Wikipediaisuni- versally known and frequently used: it's the eighth-most-popular site on the Web, according to Alexa.
Loc. 333-34 Discussion forums are basically a slow-motion conversation, enabling people to respond to each other online; frequent posters in many forums get to know each others' tendencies well, although they likely have never met.
Loc. 353-54 Even so, keep an eye on this activity-after all, those who classify and organize the online world will determine how we see that world.
Loc. 365 The first thing you should do is to go to del.icio.us and enter your company's site in the search box.
Loc. 539-41 Europeans' participation is more similar to Americans', but with variations by country. Swedish and Dutch companies can count on engaging with their highly active customers in the groundswell. There are comparatively more Critics in Germany than in the rest of Europe, so forums and ratings make the most sense there. The French are far less
likely to belong to social networks,
Loc. 618-20 To help you get started, we've provided a free tool at groundswell.forrester.com. Enter the country where you want to do business and the age and gender of your customer base, and we'll show you the Social Technographics Profile of the group you've specified.
Loc. 741-42 But in the end whoever is in charge of the plan must regularly brief the CEO on how it is transforming the way the company does business with customers. Groundswell projects routinely stir up people well above the part of the organization where they started.
Loc. 796 Your brand is whatever your customers say it is. And in the groundswell where they communicate with each other, they decide.
Loc. 817-18 Designed cleverly enough, these surveys will answer any question you can think up. But they can't tell you what you never thought to ask. And what you never thought to ask might be the most important question for your business.
Loc. 1126-27 Brands that appeal to consumers ages thirteen to twenty-three must engage in social networks because their customers are already there, while those with a market between twenty-four to thirty-five are likely to be successful with this strategy.
Loc. 1145-48 The result was a short, straightforward blogging policy and a course that would-be bloggers could take to keep them within the guardrails. HP's blogging policy includes such commonsensical but better-not-violate gems as "Include your name and position [in blogs and comments] ... and write in the first person" and this one that made the lawyers happy: "Your blog must comply with financial disclosure laws, regulations and requirements."
Ironically, these rules made blogging spread because now the corporation had blessed it. And HP began to reap the benefits.
Loc. 1374 people believe other people more than media.
Loc. 1446-48 our research shows that about 80 percent of reviews tend to be positive.9 And in fact, the negative reviews are essential to the credibility of the site-without them, the positive reviews just don't seem believable.
Loc. 1547-48 Other companies succeed despite a significant number of dissatisfied customers. If that's you, then energizing your customers will only make things worse.
Loc. 1671-75 Amazingly, we see this impulse throughout the groundswell. Caterina Fake, cofounder of the photo-sharing site Flickr, called it "the culture of generosity."6 We call it the search for psychic income.' As we described in chapter 3, psychic rewards come in several varieties, including
good feelings from altruism, validation, and belonging to a community. People like Jeff participate for the gratitude. Others want recognition. Still others feel answering questions gives them influence. Psychic income is free-it's paid in love, not money.
Loc. 1746 Support makes people comfortable. And people need to be comfortable to spend money.
Loc. 1829-31 In reality, the members of such a community are dying to hear from you-they are there explicitly to talk about your products and services. Posts by the company will garner a lot of attention. If there's a vibrant community around your product or service already, consider joining it, sponsoring it, or forming some other relationship so you can help your customers support themselves.
Loc. 1846-48 Communities have opinions on everything. They'll not only tell you what product features to add; they'll also tell you how the community should run and what you are doing right-and wrong. Be sure to include a thread called "Improving this community," and pay close attention to what you hear, not just there, but throughout the forum.
Loc. 1906-8 People who've connected with customers in this way are always amazed at how much more quickly they generate ideas. It's because they've just supercharged their dozens or hundreds of engineers with thousands or millions of other minds.
Loc. 1977-78 First of all, the bank has aligned itself on the same side as its customers. Instead of saying "Tell us what to do," it said, and the difference is subtle, "What would you do if you were us?" By encouraging the customers to develop empathy for the bank, even momentarily, Credit Mutuel gets much more realistic suggestions.
Loc. 2165-66 For Dell, listening and then acting was the crucial first step for its new social strategy.
Loc. 2220-21 First, start small. We've said this throughout the book, but it's even more crucial in company transformation. The change will take time, and you typically only have so much political power to use at any one time. So pick your battles strategically. Second, educate your executives. Some of them think this is for their kids, not their customers.
==========
Thursday, 21 October 2010
Thursday, 14 October 2010
What Every BODY is Saying (Joe Navarro and Marvin Karlins)
A book basically on body language written by an ex FBI agent. It doesn't help you to tell if someone is lying but it does give clues on how to tell if someone is comfortable or uncomfortable in a specific situation.
Some of the usual signs and signal and some very interesting tips that have made me look at people in a new way (the most important is to leave the face to last as people are most adept at faking facial expressions, the rest of their body gives more clues)
Loc. 530-31 Freezing your movement can often make you nearly invisible to others, a phenomenon every soldier and SWAT team operator learns.....The same behavior is observed when an individual is being questioned about matters that he or she perceives could get them into trouble. The person will freeze in his chair as if in an “ejector seat”
Loc. 592-96 The person may also distance herself from someone by leaning away, placing objects (a purse) on her lap, or turning her feet toward the nearest exit. All of these behaviors are controlled by the limbic brain and indicate that someone wants distance from one or more undesirable persons or any perceived threat in the environment. Again, we undertake these behaviors because, for millions of years, humans have withdrawn from things we didn’t like or that could harm us. Therefore, to this day, we expedite our exit from a deplorable party, distance ourselves from a bad relationship, or lean away from those who are deemed undesirable or even with whom we strongly disagree
Loc. 635-37 the “prime directive” of the limbic brain is to ensure our survival as a species. It does this by being programmed to make us secure by avoiding danger or discomfort and seeking safety or comfort whenever possible. It also allows us to remember experiences from our past encounters and build upon them
Loc. 727-31 For our purposes, any touching of the face, head, neck, shoulder, arm, hand, or leg in response to a negative stimulus (e.g., a difficult question, an embarrassing situation, or stress as a result of something heard, seen, or thought) is a pacifying behavior. These stroking behaviors don’t help us to solve problems; rather, they help us to remain calm while we do. In other words, they soothe us. Men prefer to touch their faces. Women prefer to touch their necks, clothing, jewelry, arms, and hair.
Loc. 883-85 In fact, these age-old reactions are still so hardwired in us that when we are presented with something dangerous or even disagreeable, our feet and legs still react as they did in prehistoric times. First they freeze, then they attempt to distance, and finally, if no other alternative is available, they prepare to fight and kick.
Loc. 907 When it comes to honesty, truthfulness decreases as we move from the feet to the head.
Loc. 1009-12 Usually this hands-on-knees gesture is followed by a forward lean of the torso and/or a shift of the lower body to the edge of the chair, both intention movements. When you note these cues, particularly when they come from your superiors, it’s time to end your interaction; be astute and don’t linger.
Loc. 1079-81 the more advantaged we are socioeconomically or hierarchically, the more territory we demand. He also found that people who tend to take up more space (territory) through their daily activities also tend to be more self-assured, more confident, and of course more likely to be of higher status.
Loc. 1105-6 Leg crossing, then, becomes a great way to communicate a positive sentiment.
Loc. 1522-26 At seminars I frequently ask the question, “How many of you were dressed by your mother today?” Of course everyone laughs, and no one raises his hand. Then I say, “Well, then, you—all of you—chose to dress the way you did.” That is when they all look around them and, perhaps for the first time, realize that they could do a better job of dressing and presenting themselves. After all, before two people first meet, the only input each has to go on about the other is physical appearance and other nonverbal communications. Perhaps it’s time to consider how you are being perceived.
Loc. 1865-67 One of the employees pointed out to me that ticket agents can often identify passengers who will become problematic by how wide they position their arms when they are at the counter. From that day forward I have looked for this behavior and have witnessed it countless times during confrontations.
Loc. 2232-33 Thumbs in the pocket indicate low status and confidence. People in authority should avoid this display because it sends the wrong message.
Loc. 2421-22 We miss facial cues because we have been taught not to stare and/or because we concentrate more on what is being said than on how it is being said.
Loc. 2546-47 Eye blocking with the hands is an effective way of saying, “I don’t like what I just heard, saw, or learned.”
Loc. 2625-27 As a general rule, dominants tend to ignore subordinates visually while subordinates tend to gaze at dominant individuals at a distance. In other words, higher-status individuals can be indifferent while lower-status persons are required to be attentive with their gaze.
Loc. 2839-40 One nonverbal of disapproval too commonly seen in America is rolling of the eyes. This is a sign of disrespect and must not be tolerated, especially from subordinates, staff, or children.
Loc. 2901-2 If you are confused as to the meaning of a facial expression, reenact it and sense how it makes you feel. You will find this little trick may help you decipher what you just observed.
Loc. 2947-49 repeated studies begun in the 1980s show that most of us—including judges, attorneys, clinicians, police officers, FBI agents, politicians, teachers, mothers, fathers, and spouses—are no better than chance (fifty-fifty) when it comes to detecting deception
Some of the usual signs and signal and some very interesting tips that have made me look at people in a new way (the most important is to leave the face to last as people are most adept at faking facial expressions, the rest of their body gives more clues)
Loc. 530-31 Freezing your movement can often make you nearly invisible to others, a phenomenon every soldier and SWAT team operator learns.....The same behavior is observed when an individual is being questioned about matters that he or she perceives could get them into trouble. The person will freeze in his chair as if in an “ejector seat”
Loc. 592-96 The person may also distance herself from someone by leaning away, placing objects (a purse) on her lap, or turning her feet toward the nearest exit. All of these behaviors are controlled by the limbic brain and indicate that someone wants distance from one or more undesirable persons or any perceived threat in the environment. Again, we undertake these behaviors because, for millions of years, humans have withdrawn from things we didn’t like or that could harm us. Therefore, to this day, we expedite our exit from a deplorable party, distance ourselves from a bad relationship, or lean away from those who are deemed undesirable or even with whom we strongly disagree
Loc. 635-37 the “prime directive” of the limbic brain is to ensure our survival as a species. It does this by being programmed to make us secure by avoiding danger or discomfort and seeking safety or comfort whenever possible. It also allows us to remember experiences from our past encounters and build upon them
Loc. 727-31 For our purposes, any touching of the face, head, neck, shoulder, arm, hand, or leg in response to a negative stimulus (e.g., a difficult question, an embarrassing situation, or stress as a result of something heard, seen, or thought) is a pacifying behavior. These stroking behaviors don’t help us to solve problems; rather, they help us to remain calm while we do. In other words, they soothe us. Men prefer to touch their faces. Women prefer to touch their necks, clothing, jewelry, arms, and hair.
Loc. 883-85 In fact, these age-old reactions are still so hardwired in us that when we are presented with something dangerous or even disagreeable, our feet and legs still react as they did in prehistoric times. First they freeze, then they attempt to distance, and finally, if no other alternative is available, they prepare to fight and kick.
Loc. 907 When it comes to honesty, truthfulness decreases as we move from the feet to the head.
Loc. 1009-12 Usually this hands-on-knees gesture is followed by a forward lean of the torso and/or a shift of the lower body to the edge of the chair, both intention movements. When you note these cues, particularly when they come from your superiors, it’s time to end your interaction; be astute and don’t linger.
Loc. 1079-81 the more advantaged we are socioeconomically or hierarchically, the more territory we demand. He also found that people who tend to take up more space (territory) through their daily activities also tend to be more self-assured, more confident, and of course more likely to be of higher status.
Loc. 1105-6 Leg crossing, then, becomes a great way to communicate a positive sentiment.
Loc. 1522-26 At seminars I frequently ask the question, “How many of you were dressed by your mother today?” Of course everyone laughs, and no one raises his hand. Then I say, “Well, then, you—all of you—chose to dress the way you did.” That is when they all look around them and, perhaps for the first time, realize that they could do a better job of dressing and presenting themselves. After all, before two people first meet, the only input each has to go on about the other is physical appearance and other nonverbal communications. Perhaps it’s time to consider how you are being perceived.
Loc. 1865-67 One of the employees pointed out to me that ticket agents can often identify passengers who will become problematic by how wide they position their arms when they are at the counter. From that day forward I have looked for this behavior and have witnessed it countless times during confrontations.
Loc. 2232-33 Thumbs in the pocket indicate low status and confidence. People in authority should avoid this display because it sends the wrong message.
Loc. 2421-22 We miss facial cues because we have been taught not to stare and/or because we concentrate more on what is being said than on how it is being said.
Loc. 2546-47 Eye blocking with the hands is an effective way of saying, “I don’t like what I just heard, saw, or learned.”
Loc. 2625-27 As a general rule, dominants tend to ignore subordinates visually while subordinates tend to gaze at dominant individuals at a distance. In other words, higher-status individuals can be indifferent while lower-status persons are required to be attentive with their gaze.
Loc. 2839-40 One nonverbal of disapproval too commonly seen in America is rolling of the eyes. This is a sign of disrespect and must not be tolerated, especially from subordinates, staff, or children.
Loc. 2901-2 If you are confused as to the meaning of a facial expression, reenact it and sense how it makes you feel. You will find this little trick may help you decipher what you just observed.
Loc. 2947-49 repeated studies begun in the 1980s show that most of us—including judges, attorneys, clinicians, police officers, FBI agents, politicians, teachers, mothers, fathers, and spouses—are no better than chance (fifty-fifty) when it comes to detecting deception
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