The Trap of Reciprocal Following on Twitter: How following your followers can hurt your message

Let me begin by saying that my choice to not have our brand follow all our followers has assuredly cost me numbers. It's been a long struggle and something I've questioned about our social media strategy from the very start as well as something I've had to defend from peers, casual critics, and social media pros alike.

The first of the two main arguments for reciprocal following is that it makes your followers feel like you are interested in them as well, and willing to be part of their conversation.

We all know the fallacy of that argument. We do not, in fact, give a rat's ass about what our followers had for dinner, nor do they EXPECT us to give a rat's ass. They care that we interact and opine on things they choose to interact with us about, but it would be weird and almost intrusive for The Comedy Store to comment on all our follower's tweets. Even if a random interaction is healthy and fun (Which they are.) they can be achieved without reciprocal following.

The second argument is a bit more undeniable. Choosing not to follow back affects the numbers of people who remain your followers. To that, I say "good riddance". Social media needs to cure itself of the "Thanks for the add" and number collecting mentality that helped drive Myspace into the ground. Reciprocal following only encourages number collecting in others and spammers who depend on that mentality to inflict their awfulness on the general population. Your content should be reason enough for your numbers. Your retweets and your interaction should be driving your numbers, not some sort of false feeling of inclusion and certainly not something sketchy like an algorithm.

Keeping the accounts you follow low and relevant allow you to further expand on what your brand stands for and what is important to you and your followers. The Comedy Store follows Scientists, Art Museums, Writers, Politicians, Local Businesses, as well as The Comedians who perform here and Comedians we WISH would perform here. Retweeting those people, and interacting with them is just as important for your brand management especially if you plan on expanding your sphere of influence to include content curation, a lifestyle blog and eventually the Holy Grail of online marketing, which is quality original content.

At the end of the day, the question for your brand must be whether its a simple numbers game or if you are preparing your followers for the expansion of your brand and cultivating a sense of ownership in something greater than just a company or a twitter account.

Cogito ergo DM

Or should it be "DM ergo sum"? Regardless of the Latin, there's a point to made. As a marketing professional, i often have forbidden fruits dangled before me.

"I've produced an algorithm."

Is usually the first sign of trouble in Social Media. Followed quickly by the words "Viral" and "Blast". All of those connote a detachment from the wondrous teeming, bubbling, and ever evolving mass that is Teh Webz and how, despite the technology and ways of "tricking" people into receiving your message, there is nothing as powerful as a loyal customer spreading your message of his/her own accord. As my dear friend mAcslost said, "What is the ROI on a friend that helps you move? What's the price on that long term relationship?"

So true. Like any friend, a SM professional needs to know what favors to ask and what is too much of an infringement on their relationship with their followers. We often walk a fine line, understanding the necessity of mass e-mails but not wanting to go into the SPAM folder. Needing to reach out, but not be so callous and so to the point that your customers learn to disregard your message.

Two things reared their heads this previous week that I'd like to address. Both were tempting in their effectiveness and both I ultimately passed on, simply because I am personally uncomfortable with how intrusive they are.

Firstly, i had myself an apoplexy when i received a DM to my company's Twitter account from one of our competitors. "You have been invited to (EVENT DETAILS)"

I was livid. I received that message on my phone, in my E-mail, and on my Twitter. 3 messages at once from my competitors made me angry at the invasion, and jealous that their message had infiltrated so entirely. I looked to my SM peeps to validate my outrage. By a huge majority we all agreed that a mass DM was considered "Twitter Spam" and would ultimately damage them more than help. Officialy, you give people who you follow the right to DM you, and they are within their rights to do so. However it is in bad form, and a breach of "Twettiquette". Though I sit here in my SM tower and cast judgment on their SM fumbles , though our SM community dwarfs theirs in numbers and community involvement , I also know that their one Spammy, BS, DM was seen by every one of their followers. The temptation to follow suit is enormous.

The second was similar in nature. Text message marketing. I know people must opt in, I understand that its highly effective, I just don't like it. I think our brand needs as much goodwill as possible and douchey marketing like Texting, overzealous E-mail "Blasts", and "Twitter Spam" are harmful to our image.

Ultimately, it's a personal decision for SM professionals. For my money and many of the people that i work with, goodwill, respect, and a knowing nod to our community acknowledging that we "Aren't like THAT" is worth more than the potential returns from such direct and aggressive advertising. There are people who market by wrapping a building in their message, there are people who buy electronic billboards, there are those who blast and spam and plan to "go viral". I am not one of them, and my brand will not suffer those indignities. We aim to build a community out of respect and goodwill. We will talk to our customers when we e-mail them, and direct message them, we will not be talking at them.

That's just how we roll.

Twitter Killers?

I know. I know. This is my second post in a row about Twitter that has a question as its title. I know the posts have been Social Media heavy lately, and I know I owe you all my analysis of Chicago's failed bid for the 2016 games, but bear with me my dears, as I spin a yarn of greed, ego, and the powers that our personal accounts and engagement are up against.

Gather round Tweeps, and Facebook friends. Tumblrs and MySpace pervs.

The whole thing began about a month and a half ago when one of the top 6 agencies in town sent over someone who referred to himself as a "Social Media Agent" to meet with the celebrity I work with from time to time. Astounded at the notion, since social media doesn't pay off directly, and talent agencies are very aggressive in monetizing everything, and 10% of nothing is bupkes, I was eager if not thrilled to see what this guy knew and what his insight might be into monetizing SM.

When he arrived, I was a touch shocked. Was it possible that a man well into his forties could have insight into SM ? I'm in my early thirties and I can barley keep up, could it be that this man had the tech savvy that I lacked and therefore some sort of insight into monetization that would make everyone very rich? I listened to his pitch with five people present in the room.

The pitch went as follows:

There is a huge amount of money to be made by celebrities who Tweet.

He has a Company that is willing to pay per commercial tweet according to the amount of followers a celebrity may have.

The company hosts a variety of brands that the celebrity can choose from, so the celeb could choose brands that are applicable.

The company requires every fifth tweet to be a commercial with up to 40 tweets a day for it to be profitable.

With the formula pitched, Ashton Kutcher could make over one million dollars monthly.



Naturally there were questions to be asked.

Firstly, the Celebrity in question has an honest but unimpressive 5k followers. Not nearly enough for it to be worth it.

"That can be easily addressed with a service we employ that can artificially boost your numbers. We could have you up to 50k in 2 weeks."

They don't pay per click, they pay per follower?

"Yes, but who knows how long they'll be doing that for. So we have to get on this right away so we can get the numbers up and the tweets going."

Is the tool you use to boost the numbers Ok by twitter?

"Well, not exactly. Which is another reason why we would need to get on this right away."

Who else is doing this?

"Well, if say Ashton Kutcher would do it.."

Is he?

"No, but if he were.."

Why wouldn't he want an extra 1 million a month?

"I don't know."

Ok, so Ashton doesn't do it, but you haven't told us who. So who else would be interested in doing something like this?

"Well, we want to keep clients protected."

At this point the celebrity interjected. "Do I have to tweet and choose the ads myself or can my guys do it?"


"Oh for sure your staff can do it, 40 daily tweets is a lot."

The celeb's assistant sank into his chair. But the feeling of all in the room is that this bit of sketchiness would not see the light of day. I was glowing at being able to thwart something that would be detrimental not only to the celeb's brand, but to the Twitter community as well. After all, posting for a profit defeats the idea of sharing. Its filling a quota and manipulating. It goes against what the Twitter community is all about, and leaves the door open for the profit hungry "Man" that drove MySpace into the ground. I had come head to head with the capitalist machine and managed to defend my online socialist utopia for another day. God bless the EFF and Creative Commons, keep your filthy corporate greed out of our web, etc. etc. ad nauseum.

This was 45 days ago.

Yesterday it all resurfaced with the acquisition of 2 interns who's duties include Tweeting. Calls were made and the whole mess is a "go". Now it is up to the Twitter community to react. Do we reject advertisement as a part of feeds altogether? Is an individual endorsement more valuable when not contractual? (See? It does connect to the previous post.) All this remains to be seen. I have faith that something so sneaky and ill conceived has little to no place in the twitterverse. However, i have noticed something that insists on a caveat for this sort of marketing on Twitter.



Which leads to this site.



Although i believe that weight loss products and Acai Berry drinks are beneath LAist, their tweets are transparent, and we do not expect a personality or a connection to a website like we would a brand. Their twitter feed is simply links to their blog and their blog makes money off of ads, ergo this is fair play. This cannot be said of corporations and celebrities who use twitter to further their personal brand. Their unspoken contract with the web and in social media participation is to provide the public with information about themselves with goodwill and without trying to make a cynical buck off of us. However, if we find ourselves following celebs, and clicking on their every link with the same blindness with which we accepted hookers and club promoters as our MySpace "friends" then the FAIL Whale is upon us and we can only watch the potential of yet another Social Networking site diminished and destroyed by corporate greed. It really is up to us.

Social Media as the Eye of Sauron

"The Eye: that horrible growing sense of a hostile will that strove with great power to pierce all shadows of cloud, and earth, and flesh, and to see you: to pin you under its deadly gaze, naked, immovable."- JRR Tolkien

I had an interesting real-time social media moment today that bears repeating as a warning for those who underestimate the immediate power of SM and the PR as well as promotional benefits of being able to listen to your consumer.

I have several Tweetdeck alerts for ongoing projects, brands, etc. One of these is The Comedy Store, my place of employment, which is an incredible, but badly damaged brand. It is a hard sell most of the time, and our product is still not in great shape after 20 something years of complete neglect and a pretty gnarly reputation for being unfriendly to outsiders.

My mantra since arriving here has been built around this Brand Heaven and Hell illustration that I found when I first started dawdling in marketing.

(If anyone can tell me who is responsible for it, I'd love to give him/her credit.)



If you'll note, one of the most basic steps, the FIRST step, in fact, is "Positive interactions".

A customer had a negative interaction today with one of the guys who works our phones. He tweeted about it approximately five minutes after his interaction. Seconds after he tweeted, I received a notice, and read this tweet: "Just called "The Comedy Store" to find out about open mic and the guy was a dick... so nothing unusual."

With that comment, not only was the customer able to let me know that we had dropped the ball, but he also let his 198 followers know as much too. Not only did he tell them that our customer service was terrible, but he also told them we had a history of such things. BAD brand karma. I tried to recover from it, offering the usual free admissions and apologies, but the damage has been done. In real time, with a nearly immediate effect, I saw our brand depleted by one idiot employee's insensitivity and i saw that message delivered into 200 people's feeds, and I pray he's not linked his twitter ans Facebook accounts. This is the world of Social Media, where the negative can be spread as quickly if not more so than the information you export. For someone like me who spends most of his waking hours attempting to paint the kindest, most sincere and positive picture of this place, it is infuriating when that is derailed by an insensitive employee who frankly, is not doing his job. Like Sauron's evil eye, a Negative interaction will find you through social media and "pin you under its deadly gaze, naked, immovable."

Ugh.

*** UPDATE!!
After my overtures the customer above decided to swing by on the day we were holding a special promotion for new comics. I was greeted by this tweet from his stream this morning which I promptly retweeted: "Had a great time at The Comedy Store... people were really nice and it was great fun watching new comics work."

What an amazing interaction.