Pontus Staunstrup

Why you need to listen in social media

This is not news

Since social media begun we have reminded ourselves that its a conversation, not a monologue. That we should use it to listen as much as talking. But even as social media is maturing there are still far too many companies that dont take listening seriously.

pontus staunstrup

pontus staunstrup

Its a far older problem

Not listening seems to be as old as mankind itself. There has been no lack of writers and philosophers that have addressed this over the years. So dont take my word for it here are some well-known folks making the same point

pontus staunstrup

We have two ears and one mouth, so we can listen twice as much as we speak

EpictetusGreek philosopherc. AD 55-135

pontus staunstrup

A man who won't listen can't hear.

George RR MartinAuthor, A Song of Ice and Fire (Game of Thrones)

pontus staunstrup

When people talk, listen completely. Most people never listen

Ernest HemingwayAuthor, A Farewell to Arms, For Whom the Bell Tolls, The Old Man and the Sea and many more

pontus staunstrup

Two reasons to listen

Social media gives us a real chance to really listen to our customers and other stakeholders. We can listen directly to what they have to say when they comment or ask questions. And we can learn more about how and what they think about our brand and products by listening to what is being said about it in various channels.Its important that we do both.

pontus staunstrup

Five things we can learn

1. How our Customer service works2. New ideas for products and services3. Understand the role we play in peoples lives4. If we solve problems or create them5. If our messages get across

pontus staunstrup

What is needed

Understanding all of this can help us shape how we communicate and what we talk about.

But for this to happen, we have to get much better at really listening. There are a lot of very good tools we can use to listen across social media. But what is really required is a change of attitude.

pontus staunstrup

Youre short on ears, and long on mouth

John WayneActor, Stagecoach, Rio Bravo, The Searchers and many more

Otherwise someone might quote John Wayne at us

pontus staunstrup

Finally

If you work with social media ask yourself if your company really is doing enough when it comes to listening.

And if you are in a senior position make sure you provide both time and resources to do this.

Because its true, you know. Social media is a conversation

Questions? Want to learn more?

@PStaunstrup

https://www.linkedin.com/in/pontusstaunstrup

www.staunstrup.se/en

pontus staunstrup

pontus@staunstrup.se

Cover image source Flickr/Melvin Gaal h6ps://www.ickr.com/photos/94379417@N00/4808475862/