The document discusses how brands have lost control over their messaging as social media and user-generated content have proliferated. It describes how brands initially had full control over their communications through owned channels like print, TV, and websites. However, customers began engaging with each other through blogs and social networks, creating a new "social network." Now, conversations happen everywhere across many networks, and some brands have tried to reassert control rather than adapt, with negative consequences. The document advocates that brands must let go of control, listen to audiences, and participate in networks to help shape their image organically with the audience's input.
7. They grew until they were a network
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12. Then it joined the network
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20. ‘Talkers’ were everywhere & the
brand was scared
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21. Some of the brands
friends didn’t know
how handle these
changes
22. And focused on increasing brand
control
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25. It gave up control...
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26. It listened & took part in all sorts of
networks...
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27. And allowed its audience to help
shape its image.
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28. Our brand is still
scared of saying
the wrong thing
from time to
time...