21 Rules For Engagement. (Period)
- Discover all relevant communities of interest and observe the choices, challenges, impressions, and wants of the people within each network.
- Don?t just participate solely in your own domains [get off the airwaves]. Participate where your presence is advantageous and mandatory.
- Determine the identity, character, and personality of the [stations] and match it to the persona of the individuals representing [the listener].
- Establish a point of contact who is ultimately responsible for identifying, trafficking, or responding to all things that can affect [station] perception.
- As in customer service, representatives require training to learn how to proactively and reactively respond across multiple scenarios. Don?t just [pass the buck]
- Embody the attributes you wish to portray and instill. Operate by a code of conduct.
- Observe the behavioral cultures within each network and adjust your outreach accordingly.
- Assess pain points, frustrations, and also those of contentment in order to establish meaningful connections.
- Become a true participant in each community you wish to activate. Move beyond marketing and sales.
- Don?t speak at audiences through canned messages. Introduce value, insight and direction with each engagement.
- Empower your representatives to offer rewards and resolutions in times of need.
- Don?t just listen and placate ? act. Do something.
- Ensure that any external activities are supported by a comprehensive infrastructure to address situations and adapt to market conditions and demands.
- Learn from each engagement and provide a path within the company to adapt and improve products and services.
- Consistently create, contribute, and reinforce service and value.
- Earn connections through collaboration and empower advocacy.
- Don?t get lost in translation. Ensure your communication and intent is clear and that your involvement maps to [your] objectives.
- Establish and nurture beneficial relationships online and in the real world as long as doing so is important to your business.
- ?Un-campaign? and create ongoing programs that keep you connected to day-to-day engagement.
- ?Un-market? by becoming a resource to your communities.
- Give back, reciprocate, and recognize notable contributions from participants in your communities.
Would it surprise you to know that these were rules created for “social media”? Read the difference.