I make a living in the world of social media. There, I said it.
I’m the one behind the Facebook tab trying to get you interested in seeing that movie. I’m the one behind that flyaway trip to see your favorite artist backstage. I’m the one who advises clients on how to engage you so they can market to you.
Please don’t shoot the messenger.
I am also the one who has never clicked on a Facebook ad, and thinks that the new Facebook Timeline is looking more and more like the cluttered MySpace Titanic right before it hit that social network iceberg and sunk a few years back.
When I help a client design an engaging social experience online I always ask myself, “Would I click on that?” before I recommend or implement anything. I am not a typical user, but I’m your canary in a coal mine. I have a very low threshold for social media BS.
And speaking of BS, there’s no such thing as a “Social Media Expert.” It’s a nascent industry that’s just hitting puberty. It’s like trying to fully understand a teenager. You can’t. And anyone who tells you they fully understand a teenager isn’t living with one.
I am sitting here in a charming apartment in Paris, drinking espresso and enjoying the peace and quiet, which has absolutely nothing to do with Twitter. However, my journey to Paris began yesterday with the following tweet to @Delta:
To which Delta replied:
I was already settled into my seat on my flight from Portland to Salt Lake City when I received this tweet from @DeltaAssist and had just enough time to send a message with my confirmation number before the crew told us to turn off our phones.
I settled into a fascinating conversation with my seatmate, who was headed to Athens via the same Paris connection I was worried about missing. We were two cocktails in and deep into a political conversation when a flight attendant came up to me with a little sheet of paper and said, “You will make your connection. You’ll have plenty of time.”
And this is the power of Twitter.
I tweeted an issue when I was sitting at the gate in Portland. Delta customer service answered me as I boarded the plane. I sent them my confirmation number so they knew exactly who I was and what flight I was on. They sent a message to the flight attendant on my flight, who then relayed the message to me.
That my friends is brilliant customer service.