Control is an Illusion You Need to Let Go

December 2, 2009 · Posted in Change, Managers, Policies, Social Media, Social Networking Sites · View Comments

CC image courtesy of Bill Gracey - Gone to Mexico on flickr

The issue of control comes up over and over again when we talk about the online world. It recently it came up at Internet Librarian in many different ways, including:

How do I stop a staff member from wasting time on Facebook?
How do we control what staff are saying online?
Management wants everything posted online (Twitter, Facebook, blogs etc) to go through PR.
We don’t want employees to be able to access social networking sites?
What about privacy?
We can’t allow just anyone to post a comment without approving it first.
How do we know a student is who they say they are?

I have answers to all of these questions, but these questions aren’t what this is about, what they represent is, control. Or the illusion of control.

The desire for control comes from fear. Fear of change, of the unknown, of doing things differently, of a situation not created by us, of taking risks. It is human nature to fear these things, it’s how we’ve survived. So is adaptation and times are changing, just as they always do, and we need to adapt.

In the internet age your image/brand no longer belongs to you. It belongs to your customers. The things they have always been saying are now online for the whole world to see. The content and commentary they post about you may rank higher in search engines than your site or content. You can’t stop them. Every attempt you make will be like fighting the Hydra, cut off a head, two will grow back. I promise.

Prevent comments on your website? They’ll start their own blog or Twitter account or website. Implement a filter to block social networking sites? They will find a way around it (and you’re cutting off your nose to spite your face).

Stop wasting time trying to get control, you might be fooling your boss or the board or yourself, but you are not fooling your staff or more importantly your customers. Better yet, when you stop spending time trying to get control or pretending that you have it, it frees you and your time to address the real issues.

Still not ready to let go? Think about these questions from Andrew McAfee :

Are you ready and willing to let more internal voices communicate and shape your brand over time?
If not, why not?
Is it that you don’t trust your people, or your customers?
Is it that you don’t want any negativity at all to appear on your digital properties?
Or is it that you’re afraid there might be too much negativity?

Still not convinced? Or need to convince someone else? Try reading these:

*Up Next – What you can do after you’ve accepted control is an illusion.

Tags: approval, Blogging, business, Change, comments, control, employees, Facebook, fear, illusion, let go, letting go, Managers, managing, moderation, power, productivity, Social Media, social networking, Twitter

How social media can hurt your library

August 26, 2009 · Posted in Best Practices, Facebook, Libraries, Social Media, Social Networking Sites, Twitter, Worst Practices · View Comments

photo by DCvision2006 on Flicrk

We’ve all seen warnings and stories about people getting fired from their jobs because of status updates or photos on social medial sites like Twitter, Facebook and blogs.

CNN is has a new one with some social networking don’ts

1. Don’t announce interviews, raises or new jobs

2. Don’t badmouth your current or previous employer

3. Don’t mention your job search if you’re still employed

First I think number 2 should include – “or coworkers”, really nothing good can come of that either. But the point I want to add for librarians (library workers) everywhere is

4. Don’t badmouth your customers.

We all get frustrated, we all have bad days, I understand that, but venting on social media sites isn’t the solution and it could cause real problems for your library. Your customers may read what you wrote, they are more tech savvy than you give them credit for. In addition to some old fashioned hurt feelings this can lead to some real problems for your library. They could complain to someone at the library, which means staff will need to spend time dealing with this issue. They could email it all their friends or maybe the newspaper, this is bad PR no library needs. Or they could just never come back, which is contradictory to the mission of libraries, and loosing patrons is never good for libraries. Libraries don’t need bad PR, especially not now when so many are facing funding cuts.

If you don’t care about how it will affect your library keep in mind your boss may read what you wrote, there are endless ways this could happen. I can’t imagine a library manager anywhere being happy that an employee is publicly badmouthing patrons. There are a wide range of outcomes depending on what was said, how the library handles custom service issues, but being fired is a possibility.

Think being anonymous will protect you? think again. Think having a private account will protect you? It might, unless there is a glitch & its made public, even briefly, or until you *friend* the wrong person.

Your best plan is not to put anything online you aren’t prepared for the whole world to see. Just don’t do it. Think twice before you post that next Facebook or Twitter update or write that next blog post.

Additional Reading

Tags: blog posts, Blogging, Customer Service, customers, Facebook, Libraries, patrons, Social Media, social networks, Twitter

10 Golden Rules of Social Media

June 1, 2009 · Posted in Social Media, Social Networking Sites, Social Tools · View Comments

Webworker Daily has a great post on the 10 Golden Rules of Social Media Read the full post to get defitions of each

Respect the Spirit of the ‘Net

Listen

Add Value

Respond

Do Good Things

Share the Wealth

Give Kudos

Don’t Spam

Be Real

Collaborate

Social media tools are only that — tools. The real energy, spirit and power of social media is people. We are social media.

Tags: behavior, guidelines, rules, Social Media, social netowrking, social web

Eternal September: be ready to repeat yourself, again

May 28, 2009 · Posted in Learning, Social Media, Social Networking Sites, Social Tools, Training, Web 2.0 · View Comments

Last week I read this post on Seth Godin’s blog and loved it. I tweeted it hoping other people would pick it up. After reading Stephen Abrams post – What is Cloud Computing where he states

I’ve given a few talks lately and I was surprised to get a few questions about “what is cloud computing?” I guess I really do live in the bubble. Then again I have had my share of what is YouTube? eBay? iTunes? questions lately too.

I decided to devote a blog post to Eternal September, its the idea that every fall new freshmen show up and you need to teach them the ropes, rules, guidelines, etiquette all over again. New people show up on the internet everyday. People who don’t understand how blogs work or what Twitter is or why they would use an aggregator & RSS. It can be easy when talking amongst your cohorts to get caught in a bubble, when most of the people you interact with know what the cloud is and use Twitter everyday (or almost every day) you can forget that the majority of people don’t. If you’re like me, you like (or even love) the web and all the awesome things it can do. You probably want other people to do them too. It can be easy to forget how much you’ve learned, how far you’ve come and how much you know that others don’t. What you take for granted can be amazing, intimidating, daunting, foreign or just plain scary to new people. When you’re talking about the web, stop and explain The Cloud or Twitter, even if you think everyone already knows what it is and how to use it. People often feel dumb for asking. Do it with patience and understanding. Don’t just say how awesome it is, explain it in terms that matter to them, how they can use it, how it will save them time, how it will make their life better.

If you’re a leader or an expert or a presenter or even just a blogger you need to be prepared to teach the freshmen. They are looking to you for explanations and guidance. After all you are a senior.