Why we need social media
Digital interaction is an interesting thing, isn’t it? Through Twitter, we have meaningful conversations with people we only know only online. Our Facebook accounts reconnect us with friendships we previously thought were lost to time. We carry our friends with us wherever we go and thrive on the capability for instant interactions. Some of us are reliving our past, while others of us are making business connections. In the process, many of us have broadened our definition of a “friend” to include those people we have just met and we share the most unremarkable parts of our lives as if these friends were “long lost,” rather than “newly made.”
We humans are social animals, of course. Most of us like engage with others so that we can have an understanding of where we fit into the fabric of our culture. Yet we Americans, in particular, are finding ourselves growing disconnected from those around us. We overwhelm ourselves with extracurricular activities to occupy our time, we work too much and relax too little, and we focus on getting “things” done, rather than experience doing “things.” Overall, we have lost the personal connections to the people in America who make our “stuff,” grow our food, or frankly, those who live next door. It is almost as if our individual desires for personal independence and self-reliance have eclipsed our need for social interaction. They have not, of course. Our requirements of social interactions are just different now from before.
Today, we try to balance our individual desires with our need for social interaction by leveraging digital technologies into the mix to help us maintain our personal connections in the lulls of our daily living. We all do it, but some of us do it better. It seems to me that each generation appears to connect and build relationships differently using technology. For example, I have observed that Millennials use social media as a way of extending their daily interactions with their friends. With their mobility restricted by expansive neighborhoods and overprotective parents while growing, they had no choice but to explore new online social technologies as a way to maintain their friendships. As a result, communicating by text, Facebook or MySpace is the same as a phone call or a face-to-face conversation. Social media, and the digital technologies that supports it, are fully integrated into the life of most Millennials.
Observations of Generation X show me that they rely heaviest on cell phones for social interaction, I suspect because most were in college when mobile phones became affordable for and adopted by the masses. Texting and social media tools appear to be time-consumers that this Generation has not yet fully embraced. Instead, they are practical about the use of social media, engaging with those pieces that benefit them most (such as using Twitter to build business relationships), disengaging when there is little personal gain.
Baby Boomers appear to function best using face-to-face, phone and email communications, but are rapidly adopting Facebook. I think, they can “see” their friends and feel engaged in those lives as if they lived next door. This closeness is important to Boomers, especially as they age, because it seems to provide Boomers true “social” opportunities in the context of their primary interests: connecting with old friends, sharing political news and views, discussing religion and exploring hobbies.
Each generation has found a way to make social media technologies relevant to their own lives, to give us opportunities to connect with others regularly, as we allow our culture to put increasing demands on our time. The ability for us to bend and mold social media tools to our individual needs, values, and expectations is what makes it work so well in building and re-building our valued connections.
We need social media tools to help us maintain our ability to be human in the face of the demands made on us by our culture, our peers, and ourselves. These tools are now such an essential part of how we function as individuals and who we are together as a community, that living without social media and supporting technologies is unthinkable.
It is clear to me that social media allows us to maintain some degree of sanity in our lives. Without these tools, we would give up what little socialization we do enjoy; and I am not so sure that would be good for our minds, or our souls.
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Digital is not a channel; it’s a life-connection tool.
At the 2009 International Licensing Expo, I watched intently as people from all over the world walked up and down the aisles with their faces literally buried in their smart phones. There were hundreds of exhibitors, featuring some of the most exciting ideas and concepts in the Licensing Industry; yet, I’m sure many good opportunities were lost or simply overlooked because those exhibiting didn’t make an effort to connect with the lives of those attending. Most exhibitors simply were not in the “life stream” of the attendees.
I decided to try a little social media experiment at the Licensing Expo to see if we could get into the attendees life stream and create personal engagement. We advertised our presence on Twitter in print and on signs in the booth, we engaged followers of the Licensing Expo Twitter feed (#LX9) on the floor, and we brought a magician to the booth to create a different life experience on the show floor.
Were we successful?
Our Twitter follower numbers are up modestly since the advertisements began to appear, but the real success comes from the buzz we generated on the show floor. We tweeted multiple times a day, awarding prizes, sharing memorable visits and talking about our booth activities. The folks at the Licensing Expo and others took notice and retweeted. Many booth visitors said the tweets were the reason for stopping.
It seems that we were not only successful in getting into the life stream of attendees, but once we gained their attention we also did well to create a memorable experience (with our magician) when they engaged. This good memory we helped to create launched many deeper conversations about our brand and our opportunities. Although, had we not made good use of the moment when we captured their attention, attendees would have been off to the next thing.
Some have said this was a successful use of the digital channel, or perhaps savvy social media marketing. Maybe, although I no longer believe in marketing channel silos when it comes to building customer relationships (see my 2003 whitepaper, Customers are Channel Neutral for details). Customers effortlessly move between channels, so our old definitions are no longer truly relevant-except to say that the customer experience must be consistent regardless of when and where the customer connects. Today, marketers must subtly connect, be accepted in the life stream, and engage with passion so that it creates a memory for the customer. So, it was not the use of the social media that mattered in our experiment, rather it was the memory we helped to create. Social media and digital technologies are only tools to help spread the message. What is most important for marketers to remember is simply: great stories and memorable experiences spread quickly to build brands–the channel and the tools are irrelevant.
With people from all over the world attending, the Licensing Expo provided a microcosm of what is happening in our culture. Our personal and work lives are intertwined and we engage both regardless of our location. Life is no longer exclusively defined by what is happening in our physical presence. For many of us it resides in the palm of our hands and is illuminated by a tiny screen. As marketers, we must adapt to these changes without being intrusive or obnoxious if we are to keep our brands relevant.
As I see it, this ever-present digital and wireless connection to the world can no longer be called a “channel.” Digital technologies simply and effortlessly extend the connections in our lives; and life connections are not channel dependant.
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