3 Things To Do When A Bestselling Author Blogs About You
What happens when a New York times bestselling author blogs about and Atlanta Hartsfield International Airport employee who got fired for no apparent reason? Well, we’re still waiting to see exactly, but here’s what happened: last month author Andy Andrews recounted his encounters with a long-time employee at the Atlanta airport only to find out that the airport fired the guy. Almost immediately there were emails and inquiries to the airport about the employee mentioned in the post. By the next day the airport responded with a comment on Andrew’s own blog post, and by the end of it all the airport employee (whose status was still undetermined) was getting job offers and requests for speaking engagements.
This is another example of the way social media is changing the ways organizations react and respond to customers. The airport responded (which is good) but didn’t really try to resolve anything. The airport had a potential celebrity on their hands and the best they could do was say, “actually he’s not fired and ultimately we didn’t have any say in this to begin with.”
So, what can we learn from this? How about these three things:
- If you’re not already monitoring what’s being said about you in social media, it’s time to start…right now. Go ahead. Get your Google Alerts set up as a start. We’ll wait until you get back….
- If you don’t have a plan on how you’re going to respond to blogs, comments, and social media feedback in general, go ahead and starting planning your response(s). Think about the tone, style, and degree of willingness to share more information you will provide. Don’t forget that you’re entering a conversation and conversations require listening not just talking.
- And finally, if a bestselling author blogs about you and can generate that much response in less than 24 hours, don’t you want to think about building on the opportunity rather than just giving an incomplete attempt at answering the questions and concerns? Be willing to let people tell you the way they want it rather than what fits your mold. You may have your own Mister Foster at your company who’s already a rockstar to your customers. You just don’t know it yet.
Tags: Andy Andrews, Atlanta airport, new media marketing, new rules of PR, PR 2.0, social media marketing
October 14th, 2008 at 1:07 pm
o wow, I love this blog post…I think it is great when social media can do what it did with Foster…
This is the deal, people need to know that they aren’t living in a bubble…when they do things wrong (like preventing a caring, hardworking and diligent employee from living up to excellence) it needs to be pointed out.
Just as you said, even if you don’t have an “online business” it is just crazy to not pay attention to what is going on (or being said about you) online. Google your name or the name of your company, set up google alerts…set up tweetbeep (alert for twitter) to catch things. Then respond in a respectful manner, admitting wrong when necessary.
Thanks for another great post. I especially like how you gave a real life example to point out that it isn’t a “theory” but rather true - people online…we really do talk about stuff that goes on offline.
blessings
October 14th, 2008 at 2:26 pm
Thanks girlie. Yes, this isn’t theoretical. It’s the way things are today. I have another example I’m going to blog about very soon as well.
October 16th, 2008 at 11:36 pm
Great thoughts, Bill! I absolutely agree, and what a neat way to make your point.