I’ve tried to spend most of the day working on my dissertation. In reality i’ve probably only spent a few hours at it mainly because i’m still trying to heal the wounds from last weekend’s attack…
In my dissertation i’m talking about what social media is. The lazy man’s definition would be ‘Facebook’ but i need a little more detail than that. So i’m robbing Michael Wu, PH.D.’s knowledge… when it comes to all this Social CRM, Social Media , Online Community type stuff this guy knows his stuff. Check out
He says that social media can be divided in to two categories, social networks and social communities. “Potato, Potahto” i hear you say. Not quite, and Dr Wu explains why here. In summary;
- Social networks = relationships between friends / family
- Social communities = relationships amongst strangers (or who may happen to be friends/family) with a common interest
Or if we were to describe both with websites, Facebook would be a social network, Flickr would be a social community. There is a difference. Anyway, we’re probably splitting hairs here because to the man on the street social media is Facebook. Maybe twitter too. If businesses ‘do’ social media, they have a Facebook page, guaranteed. A high proportion of them will have a twitter account and after that the numbers go down and down. That’s not to say other sites are inferior to twitter & Facebook, they’re just the big two in terms of numbers and hype.
Think of it as triangle. Facebook at the bottom, twitter above that and then you take your pick as to what order to put the rest. In terms of categorizing popular social media sites in to social media ‘platforms’, here’s a diagram i came up with (through Irish eyes);
All of that stuff and more = social media.
Also known as the ’90-9-1 rule’. Firstly, this rule was designed in relation to wikis but i think it can be applied to other types of sites and it’s an important thing to keep in the back of your mind before you publish anything.
For every 100 visitors to a site;
- 90 will just sip a cup of tea with their feet up whilst they browse through your site and ‘consume’ content.
- 9 might click a ‘like’ button or retweet once in a while.
- 1 will leave a comment and like / retweet every post they enjoy.
What is CRM? Managing relationships with customers. Here’s a diagram i came up with explaining how it works;
I see an ad for an o2 iphone. I buy one. o2 give me treats so i stay with them an buy a new iphone in a years time. That’s CRM. I’m piggy in the middle between o2’s marketing, sales and service / support. If they do that right and better than anyone else, i’m customer for life. I won’t leave the circle of trust.
What is Social CRM? This is Social CRM…
The fusion of CRM and Social Media. What is CRM & Social Media? I’ve just explained both earlier in the post. So there you have it. My entire dissertation in about 500 words and a few diagrams.