Guest Blog from Mandy Johnson

Getting back to Basics with Modern Technology – Connecting with our Customers

Recently, I had the opportunity to sit in on training about using social media.  To be honest, I wasn’t sure what to expect.  I use some social media personally, but I have struggled to find ways to effectively use social media at work.  And, truthfully, keeping up with Facebook, Twitter, LinkedIn and a blog just make my “to do” list even longer.   Who has the time? 

But, then, sitting in class I had that “ah-ha” moment.  The moment where it clicks and you realize not only do I get it – but we, as an organization, can’t afford not to get it.  For me, there were two key points that brought home the essence of social media.  The part I was missing. 

#1 Social media, when used correctly, is a way to get back to the basics of doing business – person to person.  I know, it sounds crazy – personal interaction via technology – but it is true.  Social media takes business back to the same fundamental values when business transactions took place with a handshake between two people.  Social media removes the barriers of the digital divide created by mass marketing, radio, television and the web.  It restores the person-to-person interaction of business.  Social media fosters complete transparency.  It offers immediate access and results.  It relies on word of mouth reputation.  And, it issues severe penalties for cheating.  While it may not be conducted literally face-to-face; social media is personal.       

#2 People want to connect with me.  Our customers want to connect with us – not the Institute for Public Service, MTAS, CTAS, CIS, LEIC, etc.  They want to know us – individually – not the organization.  Our customers want to know Kevin Lauer (CTAS fire consultant) and see the pictures he has posted from his latest trip to Philadelphia with the International Association of Fire Fighters (IAFF).  They want to share in the excitement of the students who got to participate in the first National Forensic Academy Collegiate Program.  Your blog post, Tweet or status update doesn’t have to be a dissertation.  It is the accumulation of small, meaningful interactions (yes, interactions through technology) that build the relationship.  For as long as I can remember, IPS has touted that our employees are our greatest resource.  Yet, we are hiding behind printed brochures, static web pages, and e-newsletters.  The people that get the opportunity to meet us, attend one of our trainings, or receive our services, love us.  But, how can new people find us or hear about the great work we have done for others?  We have to put ourselves out there – not just as the Institute for Public Service – but as the people who make us great.

So, really, social media isn’t more work – it’s more of being ourselves.  It’s helping us achieve what we want most – a meaningful connection with our customers. 

For more on the training and Mark W. Schaefer visit http://www.businessesgrow.com/.  A copy of his presentation is on the I drive in I:\Social Media.