America: Decline or Fine? (Part 1 of 3)

“America is in decline.”

This is the idea lodged in my brain, condensed down from the mosaic of sources over the past few years. From political science research to talk radio to online news, the focus on how developing countries are eating our (American) lunch in terms of economic and political importance left me worried and a bit depressed. UGH. Really? We’ve lost our relevant place in this world?

I would listen to even more news of manufacturing being taken over by China, hear how American real estate was being snapped up by middle eastern businesses or see how India was becoming more and more part of the landscape of our business and fret about what advantages, if any, my country still had that might keep us from spiraling into complete irrelevance. What would we keep adding to the global conversation?

I tend to travel quite a bit, and lately much of it has been internationally. These trips have been shifting my perspective of what America is and where we stand in the world. In the next few blogposts I’ve decided to discuss briefly some of the perspective gained through these travels and how they have informed my thoughts on what it means to be American in the 21st century.

The Relevance of Russia

Last fall, my husband and I were in Russia for business. Amidst business meetings and touring a Russian manufacturing plant, we took several guided tours through the southern city of Rostov-on-Don and then in Moscow. While at the Kremlin (which I discovered is not “a” building, but a walled and guarded area of the city that houses not only the government buildings but historic cathedrals as well), we took a tour of the Armory, which is the oldest museum in Russia and houses treasures from dignitaries and royalty dating back to the 5th century. While the immense wealth of jeweled bibles, gold and silver platters and serving pieces, jewelry, royal gowns and even carriages housed within the rows and rows of of glass cases was so overwhelming it was hard to comprehend it, what struck me most was that these treasures were not from various countries across history and the globe; these were treasures from ONE country’s history–dating back to the FIFTH CENTURY. (Okay, where were your ancestors in the 5th century?)

And we think 1776 is old...this stuff dates back to the 5th century.

And we think 1776 is old…this stuff dates back to the 5th century.

While Russia was often considered a socialist country and this term gets bandied around a great deal at the current time in American politics, I started thinking about it while interacting with Russian people and businesses.  At some point I asked our Muscovite guide, Maria, if there is a middle class in Russia. Maria is like an encyclopedia of Russian history and the speed at which she provided facts and tidbits about her country was matched only by her walking pace. We literally trotted through Cathedral square. So, I was pretty sure that when I asked Maria about Russia’s middle class I was going to get an informed, historical perspective. Maria paused before answering. (There still seems to be much suspicion in Russia for whatever reason, and I learned over the week we were there that pauses might be less about having an answer and more about how much of an answer or whether giving the answer would be prudent.) “…No. Not really,” she finally responded in an uncharacteristically slow manner. “We’ve had so many changes in our economy that have affected us…russian people.” She went on to tell me what I had heard from others during the week: the rest of the world thought Gorbachov was a hero for ending the Cold War and championing capitalism, but the Russian people suffered economically. Major critical industries such as agriculture suffered. People had to grow their own food to survive. Even now, the country gets much of its food from Israel. This economic shift took place so quickly that it created economic havoc in people’s lives. One of our business associates told us that his parents lost the pensions they had worked their entire lives to save. So what choice did they have? They started a garden and went back to work.

I was thinking about Maria’s comments later as our friends pick us up from dinner in their current year 740 BMW, the wife asking about my jewelry and my bag. It struck me as odd that without a sense of economic stability there was so much focus on materialism…AH! And it hit me that if I had experienced the same level of economic upheaval in my life, I would probably place less value on my savings account and just buy whatever my current money would get me. Whatever the future holds could be much worse than the present moment, so why wait?

I was also thinking about the typical response we received to our being American. While on one hand it seemed that there was a constant need to impress us (everything was “most impressive”, as in “our most impressive subway stations”) with the richness and superiority of their history, on the other hand it seemed that we were also treated with a big sigh, like one might give if you had to entertain your younger-and-annoyingly-perky-upstart-of-a-distant-cousin. And after viewing the Kremlin, I think I have a sense of why that might be the case: this COUNTRY has endured CENTURIES of change. Not two centuries, like the US has. Another “AHA!” moment was realizing that if I were Russia, I, too,  would probably be unimpressed by a young country like the USA, billed as so relevant even though it was clearly too young to know anything when the history of my country had survived the ravages of oh so many things.

Russian Roulette?

Toasting with Constantine. That's not water, people.

Toasting with Constantine. That’s not water, people.

And then I thought about my country. We returned from this trip a few weeks before the presidential election. My Facebook account was crazy with partisan vitriol from “friends” on both “sides” of the election. And since then, the gun debate has had a similar effect on my Facebook account. And while I think it would be easier to “mute” all of it, I learned quite a lot about my friends and how they think about this country. And I wish that they could’ve been with me in Russia. Why?

Because what Russians know that Americans don’t is that divisive issues CAN break us. We can foster such social and political divides, ramp up the negative spin, and create a situation

that would require drastic measures to reconcile neighbor with neighbor. Russians know that governments can be broken, that you can create instability that takes decades to recover from. Russians, above all, know that you can go from being relevant to being irrelevant very, very quickly.

While I understand the finer points of how we are fundamentally different in our origins and our history than Russia, I cannot dismiss that the people living every day in that country suffer from decisions made throughout their history–and we could also suffer. America is not unbreakable.

Words give voice to thoughts and lead to action. Use them wisely.

Words give voice to thoughts that lead to action.
Use them wisely.

What became even more clear to me after Russia is the value of our freedom of speech COUPLED with CIVIL dialogue and CIVIC engagement. We are fortunate that WE THE PEOPLE are the government, that we are our own problem or solution. That how each of us foster the dialogue matters. That the ways each and every one of us discuss politics and important issues like what happened at Sandy Hook is important to our future as a nation, that is, if we care about our nation’s health and sustainability and relevance in the world.

As any marketer or ad executive knows, the message matters and words have impact. There is a billion dollar industry built on that premise. So, as we face these difficult national issues, why take the chance? Before we repost that snarky material on twitter or Facebook, let’s take a second and think about what kind of country we want to foster, and maybe we will post something less antagonist and more thoughtful…because we care about our neighbors and our friends. Perhaps we can take a minute and have a real conversation rather than spit one-liners at each other, because we don’t want to break something like our great country that might take much longer to fix than we can imagine (like it has in Russia).

Problem: Solved

One of America’s greatest strengths and I think one of the things we keep contributing to the global conversation is INNOVATION.  America continues to innovate (I will talk more about this in Part 2 of this series of blogs in relation to a visit to China) in all sorts of areas, although the constant noise of negativity can cause paralysis in this area as well.  My mother used to tell me, “if you can’t say something nice, don’t say anything at all”.  So, along those lines, here’s a suggestion: let’s be problem solvers, innovators rather than nay sayers and negativity purveyors.  Let’s beef up our innovation and problem solving in our words and our conversations. Let’s foster our innovative spirit.  Let’s try saying something constructive, adding value to the table rather than more squabbling and blaming and anger. And then let’s put those innovative words into action. Let’s DO MORE GOOD and TALK LESS SMACK. Heck, it may just be what keeps us on a path to fine and away from decline.

Germs and Other Invisible Stuff that’s Real: A Few Thoughts

Let’s start with Germs

Here we are in the midst of a full blown flu season.  And cold season.  And how many people do you know have bronchitis or pneumonia?  It’s ugly out there.

Still, even in the midst of news stories about this diseased and sometimes deadly season, people seem to be in denial about the existence of germs.  As if they will be immune to their effects because they can’t see them.  Crawling all over their phone.  Which they hold right up to their faces, their mouths, and breathe into.  Our phones get handed to our kids to play with. They get put on all sorts of public surfaces in all sorts of public places (think: workplace restroom).  And it isn’t like germs are a new phenomenon that we just realized cause disease even though we can’t see them with the naked eye.   I mean, I could understand if we were living in the 17th century or something, before Louis Pasteur introduced this crazy idea of tiny little monsters that can wreak havoc on our bodies…and our dairy products.  But we are living in the 21st century, where we can go to Costco and buy a  jumbo 4-pack of Clorox wet wipes and de-germ our entire lives for under $15.

And you put that thing near your mouth?? Sanitize your phone, people.
Save us all some germy grief…

And it isn’t like these things that seem invisible cannot be measured. They can.  And have been.  Thanks to some really helpful research, we know that cell phones are truly cesspools of germs.  And the really gross kind. Fecal germs. EW. 

We have a “protocol” at our house (since the hubs isn’t really into “rules” as such): you wipe down your phone once a day. With antibacterial wipes. And lest you think I’m only concerned about germs on phones, there are protocols about shoes in the house (no), and luggage (wiped down after every trip, wheels especially), among other yuck.

And Germs relate to Social Media HOW?

But enough about germs. You get the point: they may be invisible but they are VERY, VERY REAL.  Okay, so the article about germs got me thinking about this conference I spoke at last week.  I was asked to be a guest speaker at a conference on the topic of social media.  Now, I’m not going to tell you which conference (although if you follow me on twitter, it wouldn’t be too hard to find out), but it was a group of professionals in the agricultural industry.

Now, before I go any further, this is an important bit:  These guys are business savvy and their industry is technology heavy, from engineered seeds to multi million dollar tractors that can plant straight rows from a GPS satellite feed with nary a farmer behind the wheel.  So when I tell you that the majority of these guys honestly believe that social media and social technologies aren’t really applicable to their business, I’m telling it to you in a “shake-my-head-in-disbelief” tone of voice mixed with a bit of “OMG, I’ve just discovered the last industry on earth that hasn’t adopted social media for marketing and sales” look on my face.

Precision farming utilizes the sophisticated technology built into the machinery.

A lot like germs, these guys just don’t SEE that social media has an impact on them (ah HAH! there IS a connection to the germ rant!). And even after the social analytics slides provided by my friend Erick Watson who works for Metavana, these guys were like, “yeah, people in our industry don’t use social media.”  And while I hate to bring up this site where people complain all over the place about the farm equipment from every manufacturer, they should know that even if they aren’t part of the online conversation, people ARE talking about them..and just like germs, that negative social talk can have negative effects.

I talked to one woman in the room of about 200+ who told me that her boss is afraid of the negative side of social media–that being in the social conversation will open up all sorts of negativity.  I was pretty clear with her: the negative stuff is already being said, but since you aren’t there to speak to it, the negativity is going unrefuted and unaddressed–and that is sending a loud and clear message to your customers that you just don’t care.  And while that may not be true–you DO actually care–, not caring is what gets conveyed through your silence online.  Burying your head in the sand and saying “we didn’t know” doesn’t make people like you more.  You need to be in the social conversations to engage your customers, to build positive and transparent relationships, to answer their concerns.

One owner told me they already text their customers, thus taking care of the issue of communication.  It’s direct to their customers (and not a shot gun approach, like the guys doing print ads), and also two-way, since their customers could text back.  “Okay,” I said, “but are you getting a ‘network effect’ from your texting?  And how are you able to measure the impact of the texting campaigns?”  These were just two of the questions I asked, but really there are a ton of responses to why texting is not as powerful as social media.  (And if you want to give your two cents to this conversation regarding texting versus social media, please comment below!)

There were others who wanted me to come and work with them, and a few in the audience who are using social media for lead generation…but there is little adoption, much less sophistication, in the approach.  While it wasn’t my job to convince these guys that social media can be tied to direct KPI’s and indirect benefits,  it was my job to show them that the world of social media hasn’t been about the donuts that you ate for breakfast for a really long time…

no, this isn’t about the donuts…

But I guess some people need to get the flu before they start wiping down their phones.  Still, my best advice to those guys is to google social analytics and call me when they’re ready to see how a social media strategy can give them an ROI with their KPI’s.  I’m easy to find in the socialsphere.

Seriously, Germs and Employee Engagement?

Yeah, and then there’s another area of business which is near and dear to my heart: the people!  And while many companies understand that engaged employees means higher productivity and greater profitability, there are a few still out there who aren’t convinced.  I was recently working with a company that had high turnover and couldn’t understand why.  When I mentioned measuring employee engagement, it was met with some skepticism.  What will that tell us?  Why does that matter? Much like the Ag guys with social media, these clients couldn’t see how employee engagement mattered to them. But much like germs, if disengaged employees are left to hang out in their respective departments too long, they not only have reduced productivity of their own, they begin to reduce the productivity of the employees around them–and soon enough you’ve got a disease in your company.

you can gauge your people, people.

Employee engagement is an indicator of corporate health, since there are few companies that can exist, much less thrive, without people.  People are the backbone of your company…your internal customers, so to speak. And if you aren’t engaging them in the place and process you are paying them to be a part of, then your backbone will crumble and so will your company.  Was that blunt enough?  We know that the flu can kill you, but a company is like a living thing, and a disease in the talent ranks can kill it, too.

The crazy part of corporate health is that there isn’t a regular flu season–the germs of dissatisfaction can invade your talent pool at any time.  What’s the vaccination?  Gauge your employee engagement on a regular basis.  Use the feedback to foster engagement–and make some healthy changes.

Just because you can’t see it…doesn’t mean you can’t measure it

So, the lesson that comes from all this germ-ridden talk is that just because you can’t see it doesn’t mean that it isn’t there. And if it IS there, it can probably be measured. (As a social scientist, I love quantifying things.) The number of germs on your cell phone can be measured.  The sentiment about your brand and your business can be quantified.  The engagement of your employees can be gauged.  Don’t turn away from something just because you can’t readily see how it might impact you…because that invisible thing might just be the bug that bites you…and do you really wanna be sick?  An ounce of prevention, my friend…an ounce of prevention

ONE Thing YOU Should Know for 2013

It’s tough out there.  The economy is still struggling, which means that businesses are still struggling, which means people are still worrying about getting or keeping their jobs. If you happen to be one of these people, I have a few things, well, really only ONE THING you should know this year.

Okay, so let me explain.  I was eating lunch today, alone, in my kitchen.  Since I work from home, this is a common occurrence.  I was ruminating on two particular friend events that had happened around breakfast: 1) A San Fran friend who is ridiculously intelligent, has a PhD, a JD, and a killer resume is without a job.  And she’s confused as to what to do next.  She was texting me all of this, of course, which takes some serious thumb time. 2)  A college friend on Facebook posts that she was let go from her job yesterday.  She is a comedian by nature, so the post was funny, and at first I “liked” it because I hadn’t been reading carefully the part about her losing her job. Yes, I clicked “unlike” the moment I realized my mistake. I’m sure there are a few people who are still thinking I’m a jerk for the few moments they witnessed my liking her status, but hey, I’m only human.  So, two friends in the space of a couple of hours both openly discussing career concerns.

Mwahahahaha!

And then I thought about dinner the other night with a couple my husband and I think are pretty fun people.  At some point we asked the husband in the other couple what he was up to in his job.  He told us he quit a few days earlier. We were stunned. Of course we had to hear the story.  He’s a senior mucky muck in the company, and they LOVE him, so it was bound to be a juicy story.  It was.  Turns out the CEO of the global company he worked in set a mandate to cut millions out of the expense side of the business—so they focused on the “human resources” expenses first.  Without prior warning, our friend was asked to sit around a table with all of the other mucky mucks and offer up the names of people who work for him that he would fire. They would be gone within a week. Once around the table, twice around the table, again and again for hours until millions in salaried dollars could be recouped.  Instead of this process, he told them to take his salary and he would quit.  They were shocked and refused his resignation.  They had big plans for him! But our friend was resolute.  He felt that their decision to treat people so callously was a strategic error.  So, here he sat: jobless.

That is three people in my immediate world discussing career transitions in less than a week.  I guess it is a new year, and big changes often occur in January.  But still.  I know these three are not alone. Because YOU are still reading this.  So it occurs to me to tell you that YOU are not alone, then, either.

But back to the ONE THING nugget…

All this got me thinking about my advice to my friends, what I would suggest, given my work (I am completing a PhD focused on identity and occupational aspirations, choice, persistence and organizational use of human talent.  I also have a company that operationalizes these concepts in the real world.  Here is a shameless plug for my company: www.ventuscareers.com ).  I would ask them to be reevaluating where THEY wanted to be, what THEY wanted to be doing; reassessing their values given where they are in their career lifecycle.  And yes, I know how counter intuitive that seems, since these people feel like their employment stock has just lost some major value.

You see, in these scenarios when we are in a tough spot, we begin to doubt ourselves.  We begin to think that the worst about us is actually true.  We forget about the context that surrounded the reasons for the employment shift and remember only that we are out of a job while everyone else—who must be better than we are—went to work this morning.  We tell ourselves that this is because of some personal defect.  We start the comparisons with those both brighter and much, much dumber than ourselves who are all employed and being valued for their contributions if only by the sheer fact that they have a job.  How is this possible? Why them and not us? And thus, we return to the flawed concept that this is about how the worst about us is true.  Clearly, we are replaceable.  We are interchangeable.  We are not unique. We are just another brick in the wall.

But here is your ONE THING to know this year:

YOU are NOT a COMMODITY.

Commodity thinking reflects a work culture familiar to most of us: efficiency.  This model reinforces that we are just cogs in a big machine and we are just there to meet some productivity standards.  We may have nicer office digs than the dreary factories of olden days (if you consider cubicles to be nicer), but the idea is pretty much the same:  Time is money. Chop-chop.  If you can’t do it they will find someone else who can. Faster, cheaper, leaner. Commodity approaches to people in companies tell us as employees that we ARE interchangeable and that there is nothing really special about us.  And if we lose the job it is because there was a “defect” in us…just like any other bad product that gets discarded. But this is a faulty way of approaching people in an ever changing, highly competitive marketplace.

I teach classes on social media to businesses, specifically social media and human resources.  The first slide of any consequence tells companies that their world is shifting and that the shift is outside of their control.  My presentation tells companies that their process of treating people like cogs in wheels is costly, and a losing proposition, because their world is shifting beyond their control.  And what is causing this shift?  Three things: a new generation of workers who don’t give a flying flip about efficiency models of work, greater global competition and social technologies.  These three things are forcing companies to reevaluate how they view “resources”.  My suggestion is that they reimagine people as TALENT and not resources.  And this is why: human talent is what keeps every company in every country in the world in business.  It isn’t the machines.  It’s us.  Humans.

The literal cog in the wheel…which YOU are NOT.

Companies that operate on the efficiency model actually limit their productivity even while trying to increase it because their approach doesn’t take into account human potential.  This ultimately hampers their ability to sustain competitive advantages and they eventually find themselves in a frustrated situation which often results in reducing their “inefficient” workforce to save money to remain in the game.  Companies that recognize the value of human talent approach work with an appreciation of the human dynamic and motivate contributions to the company goals by fostering environments in which people are working from a place of their greatest strengths each day. This approach helps maximize what each individual contributes to the whole, often with a great sense of pride and commitment on the part of the individual, and often with results that leave their efficiency-oriented competitors in the dust.

Remember my friend who quit his job as a senior mucky muck?  Well, it turns out that he has now crafted a consulting job with his previous employer in which he will help fill the gaps the company has created by letting go of people with key institutional knowledge.  Our friend knows that institutional knowledge is more than big data and standard operating procedures: it’s the relationships with customers fostered by the talented people they just got rid of; it’s the ability of trained and talented employees to recognize problems and to synthesize information into creative solutions to those problems. He will be laughing all the way to the bank as he now creates his own little consulting firm (probably hiring many of the same people the company fired) to solve the problems his old employer created for themselves by firing the human talent they saw only as cost centers.  That company will now pay a premium for the talent they violently hacked out of their organization like a disease.

Late last fall I attended a conference with some of the top CEO’s globally who meet once a quarter to discuss their industry and their challenges. I was only a guest, so not privy to much of the inner dealings of the group, but I attended dinner one night where a top executive from Thomas Reuters presented while we ate.  Over salmon and a nice pinot, he told the large room of top brass in key industries that one of the largest global challenges facing companies was talent…and that there is a huge war going on for talent. He isn’t the first to say it, and it has been repeated again and again. Talent wars. This will be one of the key phrases for 2013.

Huh.

So, if you are reading this and wondering how there could be a war for talent at the same time people are being let go from their jobs, I want you to think about this not as a business problem for you to solve, but as a personal opportunity.  What the war for talent implies is that companies need talent. Human talent. Like yours.

And let’s talk about yours for a moment.  In all of history there has never been anyone with your exact genetics, experiences, ideas, talents and skills. Ever.  Nor can you be reproduced–which makes you really awful for a commodity driven business.  Because you are unique, so is what you bring to the table…and that means you are a true talent find.

The Wright Brothers. Great example of unique human potential that CHANGED.THE.WORLD.

Companies who are vying for talent—who understand the value of talent to the sustainability of their business in the shifting culture of work—aren’t looking for a cog in a wheel, or a brick in a wall.  They are looking for a unique person with talent and skills and experiences.  They realize that you won’t be perfect.  They will work with human, because they know that human talent is prized by lots of other companies who need you.  They know that a cog in a wheel, efficiency approach to their work will not move them to the next level, will not give them out of the box thinking, and will not produce the next Facebook or iPhone app, brownie brittle (Google it. It’s crazy good.) or whatever other product, technology, marketing idea or way to do something better that they want and need. They know that people do that, in companies that foster their potential. Humans. Talented, non-commodity, humans. Companies need that talent to foster. They need YOU.

SO NOW IT’S YOUR JOB* to remember your own value, to remember your unique approach to your work and your skills, to stand a bit taller in what you know and how you do things.  Take some pride in being different, revel in not approaching problems and solutions like everyone else. It may just be those things that fit exactly with the next opportunity with a company in a real war for individual, non-commodity, human talent.  YOUR TALENT.

It’s 2013: Here’s to YOU, TALENTED HUMAN.

*and if you need some exercises to help you connect with the truth of this in relation to your skills and experiences, just post a comment below or send me a message.

The Value of Plodding (Not all progress takes place in a New York Minute)

small change, big gain

My motto: Plod Everyday.

A wise friend of mine gave me some sage advice one night, without even knowing it.

But before I tell you what she told me, I should say that my friend is über productive. Uber.  She is a Fulbright scholar, was a tenured professor ( a couple of times), has written over TWENTY books, is asked to speak all over the world, and of late has become an award-winning playwright, with one current off-broadway show and another in workshop stage–while she teaches adjunct at Columbia University.  Like I said, über productive.

Still, when you meet Dorothy, she is thoughtful and engaging.  She looks you in the eye and you know that she is considering what you have to say.  And she really is.  In addition to having an amazing career that started with working on Mr. Rogers Neighborhood (the “it” show when I was a kid), she has raised three amazing daughters who are busy changing the world for the better in their own right.

One night when I happened to be in NYC, we went to see an off-broadway play.  Afterward, as we waited for cabs, I asked her how she did it – how is it that she is so productive?  ”Well,” she said thoughtfully, “I think I just keep putting one foot in front of the other.  Each day I just plod along and eventually, I get somewhere.”

Was that the advice that you were expecting?  No?  Yeah, me either.  And can I tell you how relieved I was to hear her say that?  By telling me that she had done all of these amazing things by just plodding along–it was reassuring to me.  I didn’t need superpowers or to survive on 4 hours of sleep or to shed all meaningful relationships in order to produce the Next Big Thing.  All I needed was discipline enough to get up each day and work at it – whatever the “it” was for that day.  And as long as I gave “it” my best that day, even if it was just one thing crossed off of the list, I would be that much closer to achieving what I set out to achieve.

So, while I think it’s great to set our sights high and try to achieve more than the ordinary, HOW we achieve those things may be as simple as plodding each day toward the goal. Thanks to my dear friend’s awesome advice, my new motto, writ large on the white board in my office, is “PLOD everyday”.  Not sprint, not do a diving save, not be brilliant: Plod. Everyday.

As a reminder, I started decoupaging this little phrase on tiny frames (that include photos of cute shoes–because I may be plodding everyday, but who says you can’t plod along in cute shoes?)…which is the photo attached to this blog post.  So, thank you, Dorothy, for some of the best advice I have ever taken to heart, and your encouragement to do great things–one step at a time, each day.

So that is my encouragement to you – all of you out there wanting to change the world:  PLOD ON!

When will social media become the new email?

A post I wrote about the power of social media in relation to customer service (you can find it here) was recently tweeted and commented on by one of my Twitter followers @tomswift.  In that post I talk about the power of social media in affecting the reputation of companies with potential customers.  With social media, disgruntled customers now have huge megaphones with which to broadcast their discontent, so companies should beware, and be aware of their social media reputations.

Still, today when responding to @tomswift’s tweet, I found myself wondering aloud about how long social media will have such power.  Will there be a point at which there are so many people saying so much about a company that individual issues will go unserviced, perhaps even unheard–as now is often the case with overloaded email boxes? 

I know that today, if I were to send an email to the company I was wanting to address my customer service complaint (if I could even find an email address of a real person), the likelihood of someone actually having the power to address my concern and then actually doing something is very small…because there are too  many email and customer service agents are often unempowered. 

Right now, hiring social media managers is all the rage.  Right now, companies realize the importance of social media to their reputations…but at what point does one person’s broadcasted complaint via twitter stop getting the attention that it currently does?  At what point will it take a larger number of similar complaints before a company responds?  Is social media getting more attention because it is the newest form of customer communication?  While the email and phone complaints are not any less important, they often don’t garner the same level of attention…and one must consider the question: at what point will social media complaints become similar?

One could argue that the very medium of social technology changes the dynamic and therefore companies will continue to address social media comments and concerns.  After all, social media is about community and engaging with customers, having conversations with them, right?  But aren’t phones conducive to conversations?  Didn’t we used to have conversations (or sometimes still do) via email threads?    For all of those involved in social media, consider the question…and then, I would love to know your thoughts.  Or if you don’t want to comment, feel free to take the quickpoll: click poll.

Job Seekers Alert: Your Networking Scope is Greater Than You Think

Over two years ago I started to really talk to people about social media and their job search. It’s funny how things change in two years. Then, people just looked at me like I was a bit daft. Now, people are finally ready to engage social media for job seeking. I know this in part because of my own experiences, but also from the “chatter” on the social web. Social media and human talent and job seeking are big topics now, and are growing as topics. (You can do your own twitter search if you don’t believe me: #HR, #socialmediaHR #tweetmyjobs #twitterjobs, etc.) I also know this because social media is being talked about now in conferences and career transition groups. I was at a conference this week for Ph.D.’s who will be entering the job market and there was a whole session on utilizing social media. (And for any of you who know academics, they are one of the least likely groups to use social media for job seeking.)

So, why is social media and job seeking finally getting it’s day in the sun? I think there are a couple of reasons: 1) the economy may be rebounding a bit, but job loss and unemployment continue and for those who have been unemployed for awhile, they really need to try something new; and 2) people finally “get” social media, at least more than they did two years ago. Twitter is commonplace and people are finally understanding that it isn’t about tweeting what you had for lunch, but networking. Yes, networking. And since job seeking is all about networking, social media tools like Twitter can have a real effect.

So, hear this, job seeker: you have a much larger networking scope than you thought! The social web is yours to dominate! Go ahead – tell the world about your skill sets and your expertise, the projects that you ROCKED throughout your career, the things that make you get up in the morning because you are really, really good at them! Tell the world through social media!

And in case you aren’t sure how to do that, I’ve got you covered. I put together a whole presentation with step by step instructions on how you can use social media for your job search. And I’ve posted it on Slideshare. And if you don’t know what Slideshare is, no worries. Here is a link to the presentation: Social Media & Your Job Search: Yes, Really.

If you take the time to walk through the steps to creating your professional online identity and then network with and through it, you will find doors that you didn’t know were there…and a few of them will begin opening for YOU.  Work the NEW system (social media) and Keep the Faith, Job Seeker.  Your new opportunity IS out there!

A good reminder for the year…

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