1 00:00:00,000 --> 00:00:03,920 As you begin to gain followers on your site and social networks, 2 00:00:03,920 --> 00:00:07,220 you may find new ways to effectively communicate. 3 00:00:07,220 --> 00:00:12,180 Responding to post on Facebook or replies on your blog for example are great ways 4 00:00:12,180 --> 00:00:16,070 to share your information that relates directly to user needs. 5 00:00:16,070 --> 00:00:19,620 But rest assure there's one very simple and important aspect 6 00:00:19,620 --> 00:00:24,020 of your online persona--that you are listening. 7 00:00:24,020 --> 00:00:29,170 To make social media truly "social," conversations must take place. 8 00:00:29,170 --> 00:00:33,570 Today's marketing strategies are dependent upon 2-way communication 9 00:00:33,570 --> 00:00:35,720 between a company and its users. 10 00:00:35,720 --> 00:00:40,180 If users believe a company is not listening, they may assume they don't care, 11 00:00:40,180 --> 00:00:43,990 and the level of trust and faith that users have in them, its products, 12 00:00:43,990 --> 00:00:46,500 as well as its future may suffer. 13 00:00:47,470 --> 00:00:50,520 A common mistake companies make is the push-only approach, 14 00:00:50,520 --> 00:00:53,520 using social platform simply as another publishing channel. 15 00:00:53,520 --> 00:00:57,560 Tweet after tweet of post after post of the same type of contents, 16 00:00:57,560 --> 00:01:02,270 sometimes duplicate content will make it look like you're not paying attention. 17 00:01:02,270 --> 00:01:05,190 Avoid this approach at all cost. 18 00:01:06,320 --> 00:01:10,670 Communities truly grow when you take the time to listen and respond 19 00:01:10,670 --> 00:01:14,240 and foster an environment where users can speak amongst themselves. 20 00:01:14,240 --> 00:01:18,110 And many social networks already provide this kind of open communication. 21 00:01:18,110 --> 00:01:22,300 It's important to allow different sides of an issue related to your company 22 00:01:22,300 --> 00:01:24,150 to be heard and explored. 23 00:01:24,150 --> 00:01:28,860 Remember, innovation is hardly every generated by keeping the status quo. 24 00:01:28,860 --> 00:01:33,510 Customers and client who are truly passionate about what you do or provide 25 00:01:33,510 --> 00:01:38,390 will share their thoughts and sometimes, they maybe critical of what you do, 26 00:01:38,390 --> 00:01:43,450 but while these conversations may result in some awkward, perhaps contentious exchanges 27 00:01:43,450 --> 00:01:49,380 in the short term, they can lead to a long term positive and welcome innovation for all. 28 00:01:50,480 --> 00:01:53,570 Authenticity and transparency are key. 29 00:01:53,570 --> 00:01:59,380 Clear messaging from people within the company will help communication and build trust. 30 00:01:59,380 --> 00:02:03,150 But you don't have to reveal all your secrets, you just have to be yourself 31 00:02:03,150 --> 00:02:09,259 and listen well, be professional and open minded, and in return, your community of users 32 00:02:09,259 --> 00:02:15,100 will become more connected and be willing to support you as you grow.