Amy Dean

[tweetmeme]Listening to your customers is the first order of business for companies that want to succeed in social media.  But, there’s a fine line between acknowledging critics and letting the fear of criticism fuel critically important business decisions.

First it was Gap that ditched its new logo after a pint-sized and relentless group made fun of it via social networks.  Now, the Washington Post has banned reporters from tweeting with critics after one of its editorials drew Twitter fire from GLAAD, a gay activist group.

Washington Post Bans Reporters from Tweeting with Critics

As reported in Mashable, the Washington Post ran an editorial by a group claiming that homosexuality is a mental health issue.  (As an aside, I couldn’t disagree more).

GLAAD complained to the Post via Twitter and one of their reporters responded that the paper was simply offering both sides of the debate.  The reporter was following the Washington Post’s social media policy that states, “Be sure that your pattern of use does not suggest, for example, that you are interested only in people with one particular view of a topic or issue.”

After the response angered GLAAD further, the Washington Post took the knee-jerk response of banning all reporters from responding to critics via Twitter using Post-branded accounts or their personal accounts.

In my opinion, rather than making the rush decision to cut off dialogue with all the newspaper’s critics based on one interaction, the paper should have invited GLAAD to write a rebuttal column. This gesture would have demonstrated that the Washington Post is truly interested in hearing both sides, not just in the paper, but via social networks as well.

Companies can’t let outside criticism from members of social media shake them at their core and dictate their strategic direction.  If they do, they look hollow, weak and capricious.  Yes, it’s important to acknowledge critics, but companies shouldn’t make long-term decisions based on fleeting feedback.

In the era of social media, open ears are important, but so are a thick skin and a sound mind.  It’s important to take the time to develop a communications strategy that makes sense and positions the company as a leader, not a brand being led around by the nose.

###

Amy Dean, president of Keyword Communication, is a passionate public relations strategist with over 10 years of experience helping organizations shape their messages and showcase their expertise. She counsels companies on using traditional and social channels to be real and relevant communicators with vision, courage and consistency.

This post is adapted from an article that I wrote for The Bloggers’ Bulletin

When I embarked on my journey as a blogger last year, I began to search out sources of information and inspiration on the web.  Over time, I discovered a number of people who, by most accounts, are considered social media experts on blogging, Facebook, Twitter and LinkedIn.  I get feeds from most of them and I also regularly visit a number of other social media sites.  Read on for my list of favorites.

A lot of these mavens can be found on “best of” lists.  But my choices weren’t just because everybody else said so.  Please note, these are authors and sites that I consider most useful for business bloggers (there are many other blog categories).  I’m sure I’ve missed experts that other readers follow and I’m aware of experts that I don’t follow because I only have so much time.  If you’re so inclined, please add to the discussion by including your favorites in the comments section.   Here we go, in no particular order –

Seth Godin – Seth Godin’s Blog

One of my favorites because he has a way of putting a new twist on ideas.  His posts come into my mailbox everyday and I almost always find something I hadn’t thought about in just that way before.  He also publishes Squidoo, where you can create your own “lens” or article to promote yourself and earn a royalty for you or a charity.

Darren Rowse – ProBlogger

Excellent tips on blogging.  He is also very open about his own challenges and sharing the mistakes he’s made on the way to becoming one of the best-read blogs on blogging.  Along with Brian Clark, Chris Brogan, and Sonia Simone, he just started a new paid membership organization called The Third Tribe, to build a community of internet marketers and others who use social media for branding and relationship building.  Will offer courses, seminars and a forum for discussion.

Chris Garrett – Chris Garrett on New Media

Also writes about blogging and is the co-author with Darren Rowse of  “ProBlogger: Secrets for Blogging Your Way to a Six-Figure Income.”

Michael Stelzner – Writing White Papers

He’s considered the guru of white papers and how they can grow your business.  Last summer, he organized the highly successful “Social Media Success Summit 2009” featuring well-known social media experts, as well as this past fall’s “Copywriting Success Summit 2009.”  Now, in February, he’s organized “White Paper Success Summit 2010” on how white papers can generate quality leads for your business.

Alex – Blogussion

Alex (no last name) owns this site with “blogging discussion, tips and tricks.”  He’s the principal author and destined for big things because he’s still a teenager.

Denise Wakeman – The Blog Squad

Considered a leading authority on blogging.  Author of “Build a Better Blog: The Ultimate Guide for Boosting Your Business with a Professional Blog.”

Mari Smith – Social Media Consultant, Speaker and Trainer

Considered the leading authority on FaceBook.  Recently launched the membership organization, International Social Media Association (ISMA) which offers training, seminars and certification program.

Dave Kaminski — Web Video University

Offers tips on creating, generating traffic and getting paid from web videos.

Dan Schwabel – Personal Branding Blog

Considered a leading personal branding expert for Gen-Y. He writes the Personal Branding Blog and “Personal Branding Magazine.”

Brian Clark – Copyblogger

One of the earliest social media experts with a huge following.  Tips on copywriting and social media.

Peter Cashmore – Mashable

Mashable is the world’s largest blog focused exclusively on Web 2.0 and Social Media news.  I don’t have a particular expert on Twitter, but Mashable does so check out http://mashable.com/2009/08/10/twitter-usability/.

Chris Brogan — New Marketing Labs

President of his own social media agency.  Runs the Thesis theme for WordPress.

Jason Alba – JibberJobber.com

Leading authority on LinkedIn and author of “I’m on LinkedIn – Now What??”  Jibber Jobber is a networking site designed to help people in job transition, which he founded when he was in the job market.

Guy Kawasaki –  How To Change The World

Tips about blogging.  Also owner of Alltop, a site that collects the headlines of the latest stories from the best sites and blogs that cover a topic and aggregates into individual web pages.

Joost de Valk Yoast – WordPress Newsletter. Contains general WordPress news, information on new plugins he’s found and ones he’s invented, SEO, etc.

Toma Bonciu – Optimizing the Web

Lots of good SEO tips.

The LinkedIn Blog – Various authors

Tips on leveraging your knowledge and use of LinkedIn.

I look forward to learning about the experts you favor (and, yes, I know that I’ve probably left out social media experts that you swear by).

These trends are reprinted from “ Mashable, the Social Media Guide,” By Vadim Lavrusik

With the news industry struggling to find new revenue streams that can reshape their broken business model, 2010 will be defined by experiments in news media monetization. This will also include content that is guided more than ever by the audience and ad revenue.

This coming year we will also see the results of news organizations putting pay walls up, as well as new experimental models like accepting Web donations from readers — some of which may prove to be successful. Below are eight emerging news media business trends to look for in 2010.  For more detail, go to Mashable for descriptions and images.

1. Social Media Monetization
2. Revenue Beyond Advertising
3. As Publications Fold, Others Become Lean and Mean
4. Growth in Hyperlocal and Community Models
5. Local Advertising Grows
6. Local Advertising Models Emerge
7. To Charge or Not to Charge?
8. The Fremium Model