Are you suffering from the online compassion deficit?

Katie is the owner of Happy Medium LLC.

Are you #internetnice?

Have you seen the Jimmy Kimmel segments where celebrities read mean tweets about themselves? If you haven’t, check it out here! 

Although they are funny to watch, it’s really pretty disturbing how the Internet has made everyone so incredibly brave to say really mean things. It’s much easier to say whatever you want when you’re sitting in front of your own computer and don’t have to suffer any of the repercussions.

The same can be applied to how you treat businesses online. It’s very simple to go on company’s Facebook page and publicly complain about a situation. If you are a frustrated customer, you are well within reason to use a company’s social media platforms to share your experience. However, like with anything, if you are complaining just to complain, you may want to reconsider your decision to do so. Lets be honest, it’s just flatout not a very nice thing to do.

We manage social media for clients, and a big part of that means being “on the clock” 24/7 (the Internet never sleeps right!?) to address any concerns of customers. And after doing this for several years, you may be shocked to know that nine out of 10 postings made by frustrated customers (on any type of client we work with) do not give you the additional information you’re looking for to solve their problem. Even with followup and contact information for the company, we find that the frustrated customer still doesn’t contact them.

As a business owner, I can empathize with how frustrating it can be to offer someone help to solve a problem, and they are not willing to accept. Why? Usually it’s because they know they are wrong and they expect social media to not get a response. This is the part where you tell yourself “do unto others what you want done to you.”

In times of frustration, it’s probably best to take a deep breath before posting that Internet rant. Make sure it's helpful feedback, and make sure if there is something a business can do to make it right (within reason), that you are clear about your expectations.

If you’re bothering to complain, be willing to bother to let the company fix it. Not all companies are going to do the right thing, but when some are, be open to it.

 

Katie Stocking

--@klstocking

 

Negative political ads - do they work?

 

Drew McLellan is the Top Dog at McLellan Marketing Group

I don't know about you, but I am about ready to abandon TV for the next few weeks.  It's Netflix and DVDs for me until November 5th.

I’ve yet to hear anyone say “man, I sure love political ads,” as they watch the fourth spot in a row. In Iowa, we get more than our fair share of political ads so we know all too well how negative they are. If the race is tight — they’re ugly. If the candidate is behind in the polls by double digits — they’re nasty. As the election grows closer — they're vicious. And no matter what -- they're painfully plentiful.

So if we all react so badly to them, why do all of the candidates use these tactics? Odds are, considering the millions of dollars spent — it’s because they work. In fact, Kantar Media CMAG found spending on negative ads outpaced spending on positive ads 15-1 since 2010.

They do work but only in specific ways. They don’t get non voters to vote. They don’t change the opinion of someone who has already strongly aligned with a candidate. But they do influence voters with weak or no allegiance to a specific candidate.

Negative ads trigger an emotional response from us, especially if the topic is a hot button issue for the viewer. When someone sees an ad that frightens them, they get worried. As they worry, they start to investigate to see if the allegations are true.

The ads stir up the margins…the people who are undecided or a little wishy-washy in their decision about who should get their vote. Today, because most races are reasonably tight — influencing a few might make a difference.

It’s also why most negative ads are squarely aimed at emotionally charged issues. They want us to see red and to have a visceral reaction.

“One reason that negative messages are so compelling is that we are emotional creatures, wired to pay attention to harmful information,” said Joel Weinberger, a psychologist at Adelphi University in New York and owner of Implicit Strategies, a consulting firm that investigates unconscious influences on behavior. "Think of our ancestors on the African savannah," he said. "If you miss a leopard, it's over for you. If you miss a deer, oh well, you're hungry. People are more focused on negative information. People stop for a car wreck, but there are no traffic jams for beautiful flowers."

"In negative ads, they make a narrative for you that is supposed to brand the person," he added. "People say, 'I hate negative ads, they do nothing for me,' while unconsciously processing them. Emotion trumps cognition."

I think the escalation is partially our fault. Look at your Facebook feed or listen to your friends talk politics. We're just as bad as the candidates, only probably less informed.  It's probbly a chicken and an egg situation -- but we are just fanning the flames.

Sadly this has been a problem for a long time, as the CNN video above proves out.

Until we as a state and ultimately, as a country, demand that we, our family and friends and the politicians stick to the issues and their plans for making things better and do it with a civil tongue, showing their opponent and their constituents some respect --  nothing is going to change.

Until then, thank goodness for Netflix.

 

DrewTop Dog at McLellan Marketing Group

 

Should I connect with you?

LinkedIn-Logo-2CNumerous times, I have either sent or received a blind LinkedIn connection request. These requests are sent when no prior relationship exists. Sometimes, they are people I want to connect with or struggled to contact. Sometimes, they are influencers in the community I want to get to know. Sometimes, I just like their profiles and find them interesting. Blind requests are one of the things I get questioned about the most regarding LinkedIn.

The question of connecting with someone you do not know is interesting because it depends on how you want to use the platform. Many sales people connect with anyone who sends a request because the more people they are connected to, the better. People in other careers are often more selective, usually only connecting with established relationships.

To decide who you should and should not connect with, figure out what you want the platform to do for you. Determine whether you want to keep your connections intimate or if you want to expand your influence and take a chance on individuals you do not know. Set some basic rules for how to deal with blind connections when they do come in.

My first rule is always connect to anyone within driving distance. If I can drive to you in less than a day, I will connect with you. By being in driving distance, I may get to meet you face to face.

My second rule is connect with anyone I find interesting after viewing his or her profile. If we have common hobbies, I connect. If we work in the same industry, I connect. If we studied the same things in school, I connect.

My final rule is try to meet all blind connections face to face at least once after we connect.

I like the final rule because it is another step in building real relationships instead of relying on online ones. I also like it because I am rarely turned down when I request a meeting after accepting a connection.

These meeting requests are done right in the LinkedIn messaging service, and I use the same dialog each time I set one up. “Thank you so much for connecting with me on LinkedIn. I noticed we have (specific detail) in common, and I would love to get together to learn more about you. Are you available for coffee next week?” This approach has led to long-term, beneficial relationships with people I may not have otherwise met.

The next time a blind connection comes through in your inbox, take a second before deleting it and go into the individual’s page. There is a reason they sent you a request. Maybe it is to sell you something or to expand the number of connections they have. More often than not though, the requests are made for nobler reasons.

Instead of denying the request, figure out if the stranger on the other end offers value. Schedule a meeting and turn that blind connection into an actual connection. You may be surprised by the results. 

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