Social Media Is Not Customer Service

Lots of people enjoy following parts of my life using social media tools like Facebook and Twitter. But from time to time, I hear complaints about how I don’t have enough conversations, or I tweet too much, how I prefer my Twitter feed to my Facebook wall, and so forth.

I don’t care what you think. The reason for this is because these social media tools are ways in which I can express myself, for free. You’re not paying me for the Mark Drapeau Advice Service, you are not my clients, no one has an exclusive right to my content or time.

True, I do favor talking to some people more than others – they’re often people I know ‘IRL’ – in real life. And I do use Twitter more than my Facebook wall, which I use more than LinkedIn, which I use more than MySpace, etc. I do what suits me.

Social media isn’t Customer Service 2.0 for people who are interested in me. Not yet, anyway. If I start selling access to my information and advice, and you’re a customer of mine, then you can start asking for a callback, a tweet response, or a shoutout. Until then, while I’m really happy that people are interested in what I have to say, please stop taking social media so seriously.

There are many good reasons to use social media tools – to listen to conversations, to expand your social network, to publicize events or groups you’re involved with, and more. And everyone will do what they want.

When people sometimes ask me why I don’t follow them on Twitter or read their blog, I often say that they’re “not on my radar” – so rather than ask why someone isn’t paying attention to you, why don’t you spend your effort doing something so important that they feel compelled to follow you?

It’s not business, it’s just personal.

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This post was written by:

Mark Drapeau - who has written 225 posts on Dr. Mark D. Drapeau.


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1 Comments For This Post

  1. Dan Waldron Says:

    I found your blog on google and read a few of your other posts. I just added you to my Google News Reader. Keep up the good work. Look forward to reading more from you in the future.

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