Social Media Archives - Page 2 of 19 - Stay N Alive

Category: Social Media

Free Tickets to Come See the Will it Blend Guy (oh, and me)

Posted on by jessestay

Need I say more?  This Thursday (that’s tomorrow), I’ll be speaking at the Small Business Tech Tour here in Salt Lake at the Miller Business Resource Center.  I’ll be speaking on making your Small Business Big with Social Media – it’s one that can’t be missed!

Here’s why I’m coming though (who cares if I speak, right?) – Tom Dickson, founder of BlendTec, and Kels Goodman, Producer of the “Will it Blend” videos will be there talking about the success of their amazingly viral video campaigns.  These guys, more than anyone in Utah I know, know video, and are known throughout the world now as a result for their amusing “Will it Blend” series.  I highly recommend, if you come for anything, you come to see them speak.

In addition, some of my favorite other Utahns, Jeremy Hanks of Doba, Kelly Anderson of Startup Princess, Jyl Pattee of Mom it Forward (she started the #gno movement that happens every Tuesday on Twitter), Brandt Page of Launch Sales & Marketing, along with Jordan Guernsey and Brock Blake of Funding Universe, as well as myself will all be speaking.  It’s a great group of speakers and should be well worth your money – which, if you’re one of the first 20 from this blog, is, well, free!

If you do choose to come to my presentation be prepared for some great stats on Social Media and how it has improved business after business for little to no cost.  I’ll also be covering, hands on, some very small things you can do to your website that will make it instantly social, just by a simple copy and paste into your HTML.  Overall it should be very worth your time, and well worth the gas money you spend to come out here (and if you’re not one of the first 20, it will definitely be worth the price of admission).

So why aren’t you coming?  The first 20 that enter JESSESTAY at registration get in free.  Click here to register!

In the meantime, you can decide – will it blend?

http://www.youtube.com/watch?v=YwXX2aqHRME

How do I get People to Interact and Build Lasting Relationships?

Posted on by jessestay

Today I received 2 similar requests, so I thought I’d share the answer here so others could learn as well.  The question was, “How do I get people to interact and build lasting relationships?”  Other forms of the question previously have been, “how do I build my followers?” or, “how do I create traffic?”  There’s even a book about it called, “How to win Friends and Influence People.”

While I don’t think the actual answer is very hard, the process does involve hard work.  It shouldn’t be easy.  It’s something that  involves much more than just “creating numbers.”  Actually, the question, “how do I build my followers?” or, “how do I build my traffic?” are probably the wrong questions you should be asking.  The correct question is just what another person asked me today, which you read in the title – how do we build relationships?  How do we build community?  How can you build an audience that will listen when you speak?  Even better:  How do I build an audience of people that listen that have even larger audiences of people who will listen?  I think that’s the key.

When I was asked this earlier, here is how I answered:

“What do you have to offer? Find people that are interested in what you have to offer, and offer to help – it’s pretty much Karma. The more you give, the more you will get back and the more your community will grow. Build cool stuff. Create cool content. Find people that need help and offer to help with the talents you have to offer. The most successful have mastered these things.”

To another person I suggested building a monthly consulting plan where we work gradually towards that goal.  I am worried that person is too focused on numbers though – he will not be nearly as successful.

Earlier I shared my biography of how I got to where I’m at now.  I mentioned an important piece to that puzzle to building influence (in my case, getting published, and building a reputation) was how to network.  I also mentioned to Jolie O’Dell, which she mentioned in a recent piece on Mashable that this is key to aspiring web developers looking to grow their talent (and I argue this can apply to any position out there).  What I haven’t shared is how to network to build that influence.

One of my first memories shortly before I quit my job and started working for myself was Guy Kawasaki visiting Utah to speak.  I heard great things about Guy and wanted to learn from him.  One of the most vivid things I remembered from his presentation was to always tell people after you help them with something, “I know you would do the same for me.”  You see it’s all about Karma – some call it The Golden Rule.  Do unto others as you would have them do unto you. Find the needs of those that can help you, and find ways you can use your own talents to help them in their needs.  Some call this “Social Capital”, or “Whuffies“, being a form of currency for that Capital.

I actually took Guy Kawasaki up on his offer, funny enough, to Guy himself.  As a software developer working a 9-5 job as I mentioned earlier I followed Guy on Twitter – he was a guy I wanted to learn more about, someone I wanted to learn from.  My Dad always taught me to always surround myself with people smarter than me, people that I look up to and aspire to be.  Social Media: Twitter, Facebook, make this possible and the people don’t even have to know who you are.

Guy mentioned on Twitter that he was looking for a script to automatically follow the people that follow him on Twitter.  It had just so happened that I created one of those for myself, and even published the source code on my blog earlier (there’s an entirely similar story with Chris Pirillo, who I now consider a friend, who inspired me to release that due to a similar need he mentioned on Twitter earlier on – I would be wrong not to mention his influence, as well).  I decided to offer this to Guy.  To my surprise, Guy responded!

To make a long story short, I adapted my script to a format Guy could use, and I even made it so others could use it in a nice, easy to use UI.  Thus became the birth of the service I still run, SocialToo.  In a private message, Guy thanked me for setting that up for him.  He also offered to let me write a post about Facebook on his blog, since I had just published my first book with Jason Alba (which you can read here).  My response to him: “My pleasure – I know you would have done the same to me.”

Several months later Guy approached me again, this time with an idea to publish surveys targeting Twitter and other social networks on SocialToo.  We built the product, I launched it on SocialToo, and it became one of many more features we have added to the service since.  Guy at that point officially became an Advisor to SocialToo, and I consider him a good friend, mentor, and Advisor.

Networking is all about relationships.  It’s about how you can help others.  It’s about opening yourself up, saying, “here’s what I have.  How can I help you?”  It’s not about the numbers.  It’s not even about gaming people by pretending you care in order to get them to like you back.  It’s about building true friendships. It’s about building real relationships.  It’s about really caring.

As you build your strategy, are you trying to build numbers, or are you trying to build stuff that helps others?  How are you changing the world?  How are you building relationships?  How are you touching people?  Look at Gary Vaynerchuck – I believe he calls it, “Crushing it.”  He approaches people that don’t even know him and offers to help, one-by-one.  Today’s he’s a brand that even non-social media folk know and turn to for help.  He did that one-by-one, starting with the comfort of his own Wine Store in New York.  I think you’ll find similar stories for each and every successful person or business out there.

So my suggestion to you: don’t worry about numbers.  Worry about relationships.  If you have one person completely devoted to helping you because they believe in you that’s so much better than thousands of people that barely even know you’re there.  Once you have a large audience, keep in mind you have to shout really loud to get everyone to hear!

Anyway, I thought I’d share this while it was on my mind.  After all, I know you’d do the same for me. 😉 (but really, I do this because I want to help!)

Tragedy Turns Into Inspiration as Thousands Turn to Help Slain Bishop Through Social Media

Posted on by jessestay

My heart just tears at the thought of this story as it hits really close to home – I can’t help writing this without a tear in my eye and heaviness in my heart.  A man enters a Visalia, California LDS Church meetinghouse, asks to meet with the leader over the congregation, and gets referred to the Bishop (all Bishops are volunteer, lay clergy in the LDS Church).  He meets with the Bishop, pulls out a gun, shoots him in the foot, then drags him out into the hall and shoots him in the head in front of his congregation and family.  The Bishop, Bishop Clay Sannar, is a husband and Father of 6 sons, ranging from the ages of 14 years and 3 months.  The wife and children are now left without a father, and the Congregation heartbroken as the man who served them was slain doing what he believed to be right, helping the poor, comforting the afflicted, and feeding the needy.  The shooter and the Bishop had never met prior to the event.

There’s a good side to this story though.  Connor Boyack (Twitter), a local Utah activist (he used to manage the Social Media Campaign for Mike Lee for Senate), geek, and I think all around good guy, heard this story and decided to do something about it.  He created a Pledgie campaign, setting a goal of $60,000 to raise for the family that was left behind – that’s $10,000 per boy in the 6-children family.  In just a couple days, they’ve met that goal, and in a single day they are in fact exceeding it and have raised over a thousand dollars just today.  The brother of Bishop Sannar has asked to keep the pledges going, on behalf of the family.

The fundraiser seems to be raising records for Pledgie as well, raising over 45,000 pageviews just in the few days since last night for the site, bringing over 1,100 pledges, and a total of $63,000 for the family.  The fundraiser hasn’t stopped either – it is spreading like wildfire, starting in LDS/Mormon circles, and expanding to many more who feel a need to donate.  It’s inspiring!  It, to me, shows the power and good of Social Media and that there’s a little good in each of us, and while this family will never see their father again, hopefully this effort can at least remove the burden financially for them so they can focus on resetting their life without a Dad.

If you could, would you please donate?  Just a few dollars is sufficient.  If you can’t afford to donate (and even if you can), would you please share this story on your blog, Tweet about it, tip Techmeme, post on Digg (I don’t even care if you do this for my article – feel free to post other articles that explain it better if you like), or whatever you might do to help out?  This family could be any one of us, and their Dad had put his whole life out to help others, even ahead of himself and his family.  Let’s show some good Karma and give back at least a little towards his priceless life and what is left behind.

As I write this, the family is grieving at the Father’s funeral (again, this just breaks my heart!).  These boys will never have their father to go to Scout camp with.  He won’t be able to watch his boys grow up.  While I hope justice is served, let’s show a little compassion and mercy by helping out this family.  Will you please donate?  As a father of 3 boys, this just tugs at the bottom of my soul.  Please help me out, and thank you for any help you can give.

You can do so now by just clicking this widget:

Click here to lend your support to: Help Bishop Sannar

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How the Little Guy Can Get Published – an Autobiography

Posted on by jessestay

As I just wrote, we live in an era where having a voice is much easier than it used to be.  Getting published is actually quite simple if you’re willing to work for it.  In fact, I’m living proof.  Just 3 years ago I was working a 9-5 job as my sole source of income as a programmer for a major health company, doing nothing but that.  I was a nobody.  No one knew me.  In very short time I was approached by my 3 publishers, amassed thousands of readers on this blog, and many more on Twitter and Facebook, and built a reputation for myself.  I truly believe this is something anyone can do.   Here’s what I did (this is still tough to write, as I still don’t believe I’m anywhere near my potential – to me, I’m still a nobody):

I Started a Blog

I actually did this a long time before I wrote my first book with HappyAbout.  I was trying to build an open source pseudo blogging/CMS platform, which actually powered this blog at one point.  In a sense, the goal was to eventually create a social network, something we tried to do at a previous job I was at and never completed.  This was before Facebook or Twitter or even Digg or anything like it.  In a sense, it was the next dimension of a GeoCities, or FreeServers.com (where I worked on the founding team doing Support in 1999).

I noticed a few friends blogging at the time to share tricks they had used to fix coding problems, or ways they got their various computer problems working.  I knew I had done a few things that I needed to write down for memory and others to benefit, so I started using the blog to share these things.  Soon that turned into me just sharing thoughts to what was mostly a non-existent audience, but I didn’t care – I was doing it for myself mostly.

Then I really started subscribing to other bloggers, especially around Utah and elsewhere.  I think Google Reader probably played a big role in this.  I subscribed to Phil Windley, and Janet Meiners (NewspaperGrl), Jason Alba, Phil Burns, Thom Allen, and others.  Utah actually had a bustling tech blogging scene back then (many of those I mention are still active bloggers and great blogs to follow).  As these guys blogged, it inspired me to join their conversation and post my own thoughts on the topics they were writing about.  I’d link to theirs, and others’ articles, and my links would appear in their trackbacks and they would notice.

I began to make a name for myself by just sharing what I knew, and writing about it.  There is no better way to share knowledge and show others you have that knowledge than through a blog.  This blog eventually grew and grew as I did this, eventually getting recognition by sites like TechMeme, featured on TechCrunch, mentions on Mashable, and many others (I keep a log of coverage for my record at http://www.delicious.com/jessestay/coverage).  I say this not to brag, but to show you that by simply posting a blog, and sharing your knowledge, while at the same time truly participating in the conversation in the blogosphere (aka “the memes”), you’ll grow your blog as well and quickly gain a voice.

Now when I write, people listen – in some ways, it doesn’t matter if I have a publisher, and that gets more and more possible the more my audience grows.

I Became a Pioneer

It wasn’t until the launch of Facebook Platform at the very first F8 that I really started making a name for myself.  I decided at that point my idea for a Social Network wasn’t needed any more because now I could just build niche ideas on top of Facebook.  Facebook grew, and grew, and grew, and I was with them from day one, building apps for their platform.  I saw this niche, and I saw the value in it, so I took it and ran.  I became an expert in that niche and made it mine.  Not just that, but I stuck to it. (Interesting note – I’ve actually been building on Facebook Platform longer than many Facebook employees have.)  That eventually branched out and I took on Social Media and APIs in general, and now I’m even embracing much of the world of Marketing as we know it (even though I’m technically just a Developer by trade).  I learned everything I could about this stuff, and actually applied it, creating application after application both on my own and for others to prove myself in this area.  It was partly from this that SocialToo was born.

In many ways I was inventing an industry.  I was with many others, but because I took it on early I was still one of the few “pioneers”.  Becoming a Pioneer is so important.  If everyone else is doing it, and you’re not the first, you’re not going to be recognized.  You’ve got to pick a skill, perhaps find a new movement of many, and jump on that one.  Even if you are one of many, if you’re one of the many firsts, you can now be taken seriously.  I suggest taking it even further and finding a niche amongst those firsts (mine was the brand of “Social Media Developer” rather than just “Social Media Expert”) and embracing that.

How do you pick the right niche to be a “pioneer”?  I think more than anything it has to feel right to you – make sure you have a clear vision of the future of that industry.  For me I saw a new, social world where social was tightly integrated into every piece of the web.  I saw a Building Block Web, where social pieces were tightly coupled together in an experience the user wasn’t even aware the social elements existed.  I saw the power of bringing power to developers.  I also followed bloggers, like Paul Allen and Robert Scoble, who really caught onto this vision (although I admit I met Scoble later in the game).  Note that this niche also solved some of my own needs, which also contributed to my desire to learn more about it, and I discovered along the way how powerful this stuff actually was.  Vision is key.

You’ve got to figure this out yourself, and perhaps that’s the hardest part.  If I were you I’d be looking in the mobile space, and at what companies like Kynetx are doing, though. (and at a minimum, more than anything, consider and understand the concepts and visions these companies have)  Read my article on the Future with no login button for my own personal vision, but you have to come up with your own.

I Promoted the Need, and Networked Like Crazy

Once I had discovered a need and tried to establish my skills surrounding that need, I began blogging about it.  I realized this was a new market, and one that had the potential to be very powerful.  It was one with very few blog posts on the topic, yet.  I began to write posts making it known that I knew Facebook, and in particular Facebook development.  I was actually at one point the number one search result on Google for “Facebook Developer” because of this.  That wasn’t on accident.

I became one of the only people on LinkedIn with “Facebook Developer” in my title, and soon I began getting calls asking for help in this emerging industry.  I made it easy for people to find me by publishing my e-mail address and even my phone number on my blog and working to make it as easy as possible for people to contact me on LinkedIn.

More than anything though, it was this blog that made a name for myself.  Well, this, and following other bloggers through Google Reader at the time.  I started to learn of local “Blogger Dinners” here in the Salt Lake City area where local bloggers were getting together to just meet and network.  I decided to attend one or two, and it was there I met who would soon become my co-author on my first book, Jason Alba.  Jason had previously written, “I’m on LinkedIn–Now What???” and I had followed him on his blog.  I can’t remember exactly how (I think it was a Seth Godin talk, ironically), but he had heard I was the local “Facebook guy”, and was looking to do a book similar to his first on Facebook.

He had already established a relationship with his publisher through his first book, and approached me, asking me to help him with his second book, giving me half of his royalties in the process.  We went forward with the book.  At that point because I had established a reputation, and was already a published author, that lead to O’Reilly contacting me (through my good friend, Joseph Scott), and now I’m writing my third book with Wiley in a Dummies series.

Networking is so critical – it is truly who you know that matters.  It has been through Social Media and networking that I met Jason and that lead to my first book.  It was through meeting a need of Guy Kawasaki’s and Chris Pirillo’s that lead to creating the first script on SocialToo and I feel I can now call them good friends.  It was through answering a FriendFeed post that I met Robert Scoble and I can now call him a good friend.  That meeting lead to me meeting my great friend Louis Gray.  We’re all normal people, and it’s social media that makes us normal.  It’s through this technology – Twitter, Facebook, and especially blogs, that we’re able to connect with people we were never able to meet before.  Embrace that!

I Believed in Myself!

More than anything, I think it was when I realized I could actually do this stuff, that I started to do it.  There is something to be said for the law of attraction – be it faith, God-driven, or Universal laws, it’s real.  When you truly believe you can accomplish something, it will happen.  I grew up not believing this.  I grew up thinking I’d never write a book.  I grew up thinking I’d never start my own business.  I grew up thinking I was a nobody.

It wasn’t until I caught a glimpse that this was possible that I started to think I was truly capable of anything.  And it was when that happened that I started seeing incredible success as a result, and I’m still seeing that to this day.  Anyone can accomplish what I’ve done – I’m the little guy.  I’m a nobody, but I can be anybody I want to.

I hope this blog post doesn’t come off as a “I’m better than you” story to anyone – it was intended to be the exact opposite.  You see, Social Media and the web as we know it today makes it possible for any of us to gain a voice.  The Book Publisher, the Sports Conference, the Music Label, or even the VC or major Tech Blog are all much less relevant than they used to be.  Your potential is greater than it ever has been, and while you can still use these tools as launching platforms, you get to own the process along the way.  Anyone can do this, and I think we need to break away from “the man” at least a little bit to have full flexibility in doing so.  This is why you see Seth Godin leaving his publishers.  This is why you see BYU leaving its Conference.  This is why you see many musicians leaving their labels.

The little guy is much more relevant than he used to be.  Social Media is about empowering and bringing a voice to the individual.  Embrace that.  Accept it.  You too can have a voice.

As Goes the Publisher, So Goes the Conference

Posted on by jessestay

Seth Godin is known as a leader in trends, particularly surrounding marketing and the new wave of media.  That’s why Godin deciding his 13th book, Linchpin, will be his last traditionally published book is a big deal.  I think it seals the deal – not just that publishers aren’t quite as needed as they used to (I have had a great relationship with the publishers of my 3 books – don’t worry, no plans on switching yet!), but that either the publishing industry is going to need to change in order for other authors not to follow suite, or they will die.  The big guy isn’t needed any more.  The modern publishing world is all about the individual, and there are so many ways to “go it alone” yet still cooperate with all the needed vendors that make moves like Godin’s make sense.

That’s why Brigham Young University (BYU) Football, a top 10 BCS team from last year, may actually be able to pull off leaving the MountainWest Conference and going solo, as they announced they were going to do today.

I’m actually somewhat (yet not) surprised that more “Social Media Analysts” aren’t evaluating this move by BYU right now.  This is the essence of Social Media.  Social Media is about the individual.  It’s about empowering people, or in this case “the little guy” to be able to make it against the bigger powers and gain the exposure they need without the need for any type of big entity to control their efforts in doing so.

Conference politics aside, this move by BYU makes sense.  Now they have no contractual obligations on who can display their games.  Now they can play their games online, on their own site.  Now they have no worries, whatsoever, about their school policy of not playing on Sundays.  Now they get to choose who they play year-to-year, and based on their history (numerous Bowl games, wins, and a National Championship), they’re good enough to find people that will play them!  Now they can put their brand online and not have to worry about the Conference approving.

Here’s the kicker though – I think if BYU plays their cards right, uses Facebook, Twitter, Youtube, and especially their own website to truly promote their games and their content, they could just be able to completely have the flexibility they need to innovate in this space.  What happens if BYU is able to prove as a result of this that going it alone brings way more money and much more viewers than any lone Conference can give?  That may have sounded crazy years ago, but this year it might actually be possible.

I think we’re about to see the start of a trend here.  That trend’s not only in Football, but in almost any industry.  The Mormon Tabernacle Choir, for instance, also did this recently by becoming their own music label.  You see the same with artists like Nine Inch Nails, RadioHead, and many others that are now able to go without “the big guy” and survive completely solo without a problem.  It takes guts, but I admit I don’t think it takes nearly as much guts to do such a thing as it used to.  We’re in a social world now, interconnected, where everyone has a voice.  I expect many others to follow.

What BYU is doing is the essence of Social Media.

Disclosure: In my day job, I am currently working as the Social Media Architect for The Church of Jesus Christ of Latter-day Saints. While they are currently my employer, this article by no means represents any official announcement, declaration, proclamation, or doctrine on behalf of the Church.  All claims or topics written are solely my own opinion and not the opinions or official word of the LDS Church.  To be clear, regardless of my day job, I am still a member of the Church and I still believe its teachings and will always have beliefs to share surrounding the Church and its teachings.  What I write here should be considered as such.

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Come Learn the Secrets to Facebook Integration at Facebook Success Summit 2010

Posted on by jessestay

FBML’s dead. I’m saying it right here (and yes, I wrote the book).  Facebook recently announced that they are moving away from FBML and more towards iFrame-based applications and Social Plugins for integration on your website and internal Facebook.com hosted applications.  Does this mean the Static FBML app is going away?  What will you be able to do in order to customize your Facebook presence both on and off Facebook with these newly announced changes?

On October 26 from 2:30pm to 3:30pm Pacific I’m going to be speaking at Mike Stelzner and Social Media Examiner‘s Facebook Success Summit.  The Summit is packed with superstars in the Facebook world such as InsideFacebook’s Justin Smith, Mari Smith, “the Pied Piper of Facebook”, ProBlogger‘s Darren Rowse, Brian Solis, author of “Engage”, Paul Dunay and others including major Brand managers for brands like Intel, Cisco, and Xbox (too bad we’re not on a panel – would be a good discussion).  All the speakers have real world experience making people very successful using Facebook as a major tool in their arsenal.

My topic is going to be “From Fishers to Farmers – Bringing Your Brand to Your Customers Using Social Technologies”.  I’ll be covering all the tools you need to both “Fish where the fish are”, and then bring those customers back to your brand by building “Your Farm” on your own turf.  We’ll discuss Social Plugins, custom tabs, and maybe even geek out a little with some new and interesting stuff you can do on your own website and on Facebook itself to integrate actual technology to empower you as a marketer.

I’m excited to present in October – judging on previous events by Social Media Examiner this will likely prove to be one of the highlights in Social Media-related conferences for you to attend.  I hope you can add this to your calendar and at a minimum come see me talk about some of the most important things you can do as a marketer, spoken by a true Geek who understands this stuff.  Check with the company you work for – it’s all virtual so there aren’t any travel or hotel costs to worry about.  It’s very worth your company’s time and money to send you to this.

You can sign up here, or on the link on the right of this blog.  I do get a commission on anybody who signs up through this site (I’m not getting paid for the conference), so please use these links and send others through here if you can.  Can’t wait to see you there!

Here’s a great video by Michael Stelzner, founder of the Conference, introducing the Conference:

http://vimeo.com/moogaloop.swf?clip_id=13939197&server=vimeo.com&show_title=0&show_byline=0&show_portrait=0&color=B4CC27&fullscreen=1&autoplay=0&loop=0

The Art of Ignoring. Why @XboxSupport Convinced Me to Leave Microsoft.

Posted on by jessestay

There is such a thing as too much Social Media.  I’m talking about the art of ignoring.  We see accounts such as @comcastcares and @richardatdell and various other accounts on Twitter that do an excellent job at handling customer support and actually gaining, as well as retaining customers as a result, all while maintaining a great PR front for the company.  Such media arms require a fine art that includes customer support, PR, a little technical support, and often a little power to make decisions at the executive level.  When you create a customer support channel on Twitter you are, in essence, exposing yourself, and your customers, to the world when it comes to support.  This is a very delicate line to cross. Some times it means you have to ignore certain irate customers to maintain that brand image.  Today, the @XboxSupport team, to me, showed me how not to manage a customer support channel on Twitter.  In fact, they’ve convinced me to leave Microsoft altogether.  Let me share why.

A few days ago on Twitter I mentioned my frustration (note that TweetBoard didn’t archive that entire conversation for some reason, so some of my responses are missing), after my 4th Xbox 360 received its red ring of death, and after taking it through the Microsoft diagnosis tool, it would soon become the 4th Xbox 360 I owned to be replaced by Microsoft under my extended warranty.  4 units!  (I should note, in full disclosure, that one of those is a separate unit that my brother now owns after I replaced it once, so it would be one unit replaced once, and another replaced 3 times)  I paid full price for the unit, and full price for the extended warranty.

I loved my Xbox 360.  I was okay going through the replacement process a couple times.  It was, as I’ve said here before, my entertainment center more than anything.  No other unit, in conjunction with the Windows 7 machine that I own, can allow me to stream and record live TV in as efficient, cheap, and as powerful and flexible a manner as my Xbox 360.  Not only that but I get great games like Halo, and my kids get great family games like Viva Pinata and others that go with it.  I was getting excited for the Kinect product which had been lauded for years as the next generation controller.

Yet at some point having to replace your console over and over again for similar problems, it starts to nag on you.  It especially nags on me as all my friends are starting to buy the PS3 and are trying to convince me to switch after years of defense of the Xbox 360 by myself.  So I complained on Twitter. Sure enough, the first tweets that come in are from friends of mine, asking me if it’s time I let the 360 go.  Some mentioning the return rates of the PS3 are extremely low.

Tempting.

But after someone pointing them to me, in swoops @XboxSupport on Twitter, suggesting, without my asking, that I try out their diagnosis tool online that I’ve tried a million times.  I told them I wasn’t interested, in fact suggesting the only thing that could make me feel better would be a refund or one of the new Xbox 360s that is supposed to have these Red Ring of Death issues fixed, and they proceeded to argue with me.  It got to the point that I was suggesting that the Wii wasn’t giving me these issues and they were in essence saying that the Xbox produced more heat (yes, that’s the problem) which is why it was breaking and the others weren’t (duh).  In all the messaging I got from them, the message that came through to me was that I was wrong, and they were right.  All this in their public stream for all their followers to see, without me originally asking for their help.  You can see part of the conversation here (again note that a lot of it is missing):

They finally stopped the conversation and we both went on our separate ways.  In fact, I was starting to calm down a bit and was actually considering just buying the new Xbox 360 after I replaced this one and perhaps sold it on Ebay or something (or maybe just destroyed it on Youtube for everyone to see).  It was at the same time MG Siegler, of TechCrunch, was mentioning problems he was having with Xbox Live making him want to kill his Xbox 360 as well.  I pointed him to the @XboxSupport conversation I had earlier, and evidently someone else at @XboxSupport caught wind of that too.

When I woke up this morning, in swooped @XboxSupport again, thinking they could save the day, but this time the 3 tweets I received from them were accusing me of not cooperating, again, in front of all their 35,000 followers.  The latest message being, “We do understand your frustration, but for us to provide the best support possible we do need some customer cooperation”.  This after I had done all they asked in my previous conversation with them.  After that they started saying they had done all they could do “if my console was out of standard warranty”.  Again, i was wrong, they were right.  Even though I had the extended warranty they were assuming I didn’t have.  All in their public stream, to their 35,000 followers.  I then suggested they stop arguing and leave it alone, and then they proceeded to defend why they engaged customers on Twitter. 12 Tweets to their 35,000 followers later, they stopped.  At this point my entire Replies column was filled with arguments from @XboxSupport (and one person telling me the PS3 was superior):

My Replies column full of Tweets, in my perception, telling me I’m wrong

When is enough, enough?  I think when the customer tells you they don’t want to hear from you any more that should definitely tell you to just let it go.  Especially when you’re representing one of the biggest brands on the planet, and potentially damaging or hurting that customer’s reputation in front of all the other people following your brand.  When approaching customer support in a public environment, the rules change.  You absolutely cannot give any hint that your customers are ever wrong. Take it to DM.  Take it to e-mail if you want to do that.  Encourage immediately for those customers to e-mail you or call you when it comes to that.  Assumptions can never be made, because you can be held liable.

Instead, I got to tell my 26,000 followers, and now a blog post that will go out to more, how frustrated I was with Microsoft, over and over again with them only fueling my fire each and every time.  The Twitter XboxSupport account has told me, to their 35,000 followers, that I’m wrong, over and over again.  It’s lose-lose, and nobody wins.

Again, I’m wrong, even though that’s not what they were informing me considering they know I already knew.

Now I’m forced to stick to my decision.  I’ll be selling my replaced Xbox 360 on Ebay, and using the money to purchase a PS3.  Or maybe I’ll save the money and just stick with the Wii I currently own.  Microsoft has convinced me with their continual pressing that I’ll always be wrong in their opinion and because of that I can’t stick with them.  Therefore I won’t buy an Xbox 360 again.  Not only that but their other followers also see that.  Also, as a result, that Xbox 360 was the only reason I was still on Windows 7 – my Windows 7 machine was my media center, and Windows Media Center powered my entire Xbox 360-controlled media experience.  Now I don’t need that any more either.  Unfortunately in a world of interconnected devices, killing one device causes a ripple effect to the others.  All this very possibly could have been stopped by a single support person keeping their mouth shut and letting bygones be bygones.

There is a time when Social Media can be too much.  It’s important you train those representing your company on Twitter and elsewhere to realize this.  Customer Support is no longer just a support role any more.  It’s a PR role as well.  There are legal repercussions.  There are reputation repercussions.  There is much more to this position.

It’s important, as you’re approaching your customer support approach to social media that you have a way to get to the bottom of the situation as quick as possible, and preferably in private.  You should recognize the problem, contact the person individually, and determine if in the end they can ever be right.  If that’s not the case, it’s a moot point to try and convince them otherwise.  The customer is always right.  They should especially be right in public.  To this customer, unfortunately in Microsoft’s public perception, I’ll always be wrong, and that will never be deleted.  That’s just bad support, and the exact opposite of what a social media campaign should produce.  There’s an art of ignoring, and at least Microsoft’s XboxSupport team has proved to me they don’t get that art.  Goodbye Microsoft.  I hope you can sway me back.

So, who’s got a good deal on a PS3?

Netflix’ Little Known Information for Parents Feature

Posted on by jessestay

This post is guest-authored by Luke Stay – you can find him on his blog, AfroWhitey.com, on Twitter, or on his Facebook Page. Luke is Jesse’s younger brother.

netflixI was doing a little exploring on Netflix a while ago when I came across a feature that I had never seen before. It’s called “Information for Parents,” and I don’t know why Netflix doesn’t promote it more. It takes a little digging (as far as I can tell) to even get to it, but it should be one of the most-used features on the site.

To get to the feature, you must first click on the link for a movie (not all movies have the feature, so stick with popular releases). For this post, I will use the new Star Trek. Under the “Details” section, you’ll see the rating of the movie with the MPAA reasons for the rating, and below that you’ll see Netflix’ rating, along with a link for more. Click on that link and you’ll be taken to the Parental Information feature.

Rating link

The section that comes up is full of valuable information. I am a firm believer in active viewership, meaning that when watching a movie, especially with children, attention should be paid to the messages and themes underlying the plot and all the spectacle. In this feature, Netflix provides sample discussion points for parents to address with children after viewing, thus promoting the active viewership so often missing in many households. It also brings up some possible underlying messages you may have missed.

Possible discussion topics

Next, the feature spells out specifically what elements gave the movie the rating Netflix awarded and why it is or is not appropriate for a certain age group. The categories covered are: Sexual Content, Violence, Language, Social Behavior, Consumerism, and Drug/Tobacco/Alcohol. Your bases are fully covered here, as it provides information for things I wouldn’t have even thought to include. Even the most protective parent can be satisfied.

Detailed descriptions of rating reasons

So there you go, kudos to Netflix for providing this feature that every parent should be using. There is no reason to go into a theater or to rent uneducated. Now, if Netflix would only promote this valuable feature more.

This post is guest-authored by Luke Stay – you can find him on his blog, AfroWhitey.com, on Twitter, or on his Facebook Page. Luke is Jesse’s younger brother.

Twitter – TIMTOWTDI

Posted on by jessestay

IMG_1366I love Twitter for its variety.  In many ways it’s a lot like my favorite programming language Perl, whose mantra is “There is more than one way to do it.”  Some people choose the messy, spaghetti code way, while others choose nicely formatted, object-oriented way, even taking it to the extent of protecting it further with libraries like Moose.  On the web I can do basic, old-style CGI, or take it as far as a full MVC structured framework using Catalyst (if you don’t know anything about what these are that’s okay – just know that they’re good, and well structured).  Perl has both a good and bad reputation because of this, and I like it that way.  I like it the same way I like Twitter – there’s more than one way to do it.

That’s why I get so bugged when I see so many people trying to tell me how to write my Twitter stream.  Some say I have to have multiple accounts to organize the data.  Others say I can’t run ads and my content can’t be promotional in any way.  Funny thing is most of those people are promoting something of their own, whether they admit it or not. Personally that doesn’t matter to me.

What matters to me is that I can use Twitter the way I want to.  I can write everything in one stream if I want to, or I can run ads if I want to (which actually, I just signed up for ad.ly yesterday to see what it was all about – no one has purchased anything yet though so no worries there, if there ever were any in the first place).  I can be profane if I like (but generally I prefer not to, just like real life).  I can even retweet the way I like to.  The cool thing about Social Media is we all have our own purposes and our own ways of doing things and when we do such we use the best tools for the job.  The great thing about Twitter is that it allows us to do such.  I use Twitter the way I use Perl, however I want to and what works for me – and I get criticized in the same manner.  There will always be a critic of the way you use Social Media, just like there is always a critic of how I write Perl.

And I’m okay with that.

The fact of the matter is I’m interesting because I’m ME.  Hopefully you follow me because of that.  If I advertise it’s going to because that’s something I think will help pay for me to be me, and it will always be some sort of reflection of myself.  If I don’t advertise it’s because I don’t think that’s necessary.  If I separate my content into multiple accounts it’s because I want you to find out different bits of information about me in different ways.  If I keep it all in one stream that’s because I think that’s the best way of learning who I am.  If I retweet it’s for my own reasons, not anyone else’s.

I think we get way too caught up in what we think is the best way that works for us, and thinking others should do the same.  What works for me will not always work for you or the next guy.  What works for Chris Pirillo or what works for Chris Brogan will not always work for Robert Scoble or Leo Laporte or someone else.  We are all unique, and that’s what makes Social Media a beautiful thing.  Social Media is all about how you receive, not about how other people give.  Receive well, and you will give much.  Social Media is all about ME. And you. And him. And her. It’s about connecting Individuals, which individuals are not the same.

And if you don’t like that concept, I’m okay if you unfollow me.  After all, there’s always more than one way to do it.