Rule #3: Be The Gatekeeper
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Rule #3: Be The Gatekeeper

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Rule #3 from Kev’s Rules for Community/Online engagement - Be The Gatekeeper

Rule #3 from Kev’s Rules for Community/Online engagement - Be The Gatekeeper

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  • Kev&#x2019;s Rules for Community. Rule #3: Be The Gatekeeper <br /> (Original presented live, Sept 2009, at Social Media Breakfast NH www.smbnh.org) <br /> This is part three of a three part talk. <br />
  • Don&#x2019;t ever be a roadblock. &#x201C;The buck does not stop here.&#x201D; You should never be the end of the line, especially if you have an entire company behind you. <br /> <br /> Photo courtesy: <br /> http://www.flickr.com/photos/tracylee/165431518/ <br />
  • If you&#x2019;re the end of the line, you&#x2019;re adding to the roadblocks already out there. There are roadblocks in every aspect of life. It&#x2019;s difficult to get things done. There&#x2019;s always a hurdle to get through to get to the next step to get someone to help you. <br /> <br /> Photo courtesy: <br /> http://www.flickr.com/photos/iboy_daniel/83671284/ <br />
  • Sometimes the directions are confusing. They make make sense to us, but they&#x2019;re not going to make sense to everyone. <br /> <br /> Photo courtesy: <br /> http://www.flickr.com/photos/rjcox/3457264416/ <br />
  • There&#x2019;s always so much information available to us. We need to help people sift through it and get to what&#x2019;s relevant. People are going to turn to the technology they&#x2019;re most comfortable with, the environment that&#x2019;s the best place for me to be. <br /> <br />
  • Give customers a clear path. We now where they need to be, who they need to work with, and how to get there. Use that knowledge to give them a clear path. <br /> <br /> Photo courtesy: <br /> http://www.flickr.com/photos/thetardigrade/232674844/ <br /> <br />
  • Just being there isn&#x2019;t enough. Having your twitter handle or your blog doesn&#x2019;t end it, that&#x2019;s just the beginning. <br /> <br /> Photo courtesy: <br /> http://www.flickr.com/photos/amuderick/186619672/ <br />
  • It&#x2019;s up to you to keep the gates open. Make sure communication is happening. <br /> <br /> Photo courtesy: <br /> http://www.flickr.com/photos/jaytkendall/3004162167/ <br />
  • Communication has to go both ways. You are not there to just broadcast your message out. We don&#x2019;t call it broadcast media. It&#x2019;s &#x201C;social media&#x201D; because it&#x2019;s about the conversation. <br /> <br /> Photo courtesy: <br /> http://www.flickr.com/photos/freefoto/2195201178/ <br />
  • You have the opportunity to get feedback people used to have to pay for expensive focus groups to get. Take advantage of that! <br />
  • Lead them to where they need to be. If you&#x2019;ve already got a support team, don&#x2019;t become a new support team--get them to the right place. Be the funnel. Be the gatekeeper. And learn from them. <br /> <br /> Photo courtesy: <br /> http://www.flickr.com/photos/jamesjordan/682821891/ <br />
  • Kevin Micalizzi is an expert communicator with over 15 years web experience, concentrating on social media and web strategy. <br /> Twitter: @kevinmic <br /> http://kevinmic.com <br /> <br /> Special thanks to Matt Turner (http://twitter.com/onmatt) for his help finding great examples. <br />

Rule #3: Be The Gatekeeper Rule #3: Be The Gatekeeper Presentation Transcript

  • Rule #3: Be The Gatekeeper Kev’s Rules for Community
  • Don’t ever be a road block... Courtesy: http://www.flickr.com/photos/tracylee/165431518/
  • Don’t ever be a road block... “The buck does not stop here.” Courtesy: http://www.flickr.com/photos/tracylee/165431518/
  • If you’re the “end of the line”... Courtesy: www.flickr.com/photos/iboy_daniel/83671284/
  • If you’re the “end of the line”... You’re adding to the roadblocks already out there. Courtesy: www.flickr.com/photos/iboy_daniel/83671284/
  • Sometimes the directions are confusing. Courtesy: http://www.flickr.com/photos/rjcox/3457264416/
  • There’s always so much information available to us...
  • There’s always so much information available to us... People are going to get help where they feel most comfortable.
  • Give customers a clear path. Courtesy: http://www.flickr.com/photos/thetardigrade/232674844/
  • Just being there isn’t enough. Courtesy: http://www.flickr.com/photos/amuderick/186619672/
  • Keep the gates open. Courtesy: http://www.flickr.com/photos/jaytkendall/3004162167/
  • Keep the gates open. Communicate. Courtesy: http://www.flickr.com/photos/jaytkendall/3004162167/
  • Communication has to go both ways. Courtesy: http://www.flickr.com/photos/freefoto/2195201178/
  • You now have access to feedback... “When I started this job I embarked on a listening tour thatʼs taken me to a dozen cities across the country where Iʼve met with customers and employees...” -Rick Germano, Comcast http://blog.comcast.com/2009/03/customer-service-at-comcast.html ...that used to require expensive focus groups.
  • Lead them to where they need to be. Courtesy: http://www.flickr.com/photos/jamesjordan/682821891/
  • Lead them to where they need to be. And learn from what they say. Courtesy: http://www.flickr.com/photos/jamesjordan/682821891/
  • Kevin Micalizzi Social Media and Web Strategy http://kevinmic.com Special thanks to Matt Turner (@onmatt) for finding examples