Connect with us

Social Media

Online haters: What do they really want?

It’s one thing to express dissatisfaction, another altogether when the tirade goes viral.

Published

on

angry fight boxing marketing

Some people just want to be mad

In the good ‘ol days (and where technology is concerned with how fast it changes those “good ‘ol days” could pretty much be last week) if you had a customer service complaint you could email the appropriate department and maybe you’d get a stock answer saying “I’m sorry.” Chances are nothing would ever really change but at least you’d walk away with the feeling that someone fake-apologized to you. The turn-around time for that type of complaint/response could be anywhere from 24-48 hours or more.

bar
A superb Marketing Profs article by author Jay Baer recently tackled this issue head on as he explains that “Social media is facilitating complaints and breeding onstage haters.” The reality is that the issues that are communicated in social media, review websites, discussion boards, and online forums are sometimes more frivolous than those in telephone or email interactions. Especially in social media, consumers often post quick missives without much depth.

On stage and off stage

Baer has created two complaint archetypes: On Stage haters that seem to want the world as their platform and complain about darn near everything via Twitter, Facebook or similar platforms without much regard for resolution and Off Stage haters who have something significant to say and want to hear back from a company’s HR department and are content to communicate by email or a phone call.

It’s hard to argue with that type of logic. With social media if you have an issue you can vent in real time and keep venting. And why stop there: make your complaint viral and send it to all your friends and really, REALLY drive the point home that you feel vexed because your Happy Meal was missing a balloon or whatever. But what is the end game? To express your frustrations and find resolution, or use social media for a platform that enables the entire world to know that you are upset?

Haters gonna hate

Across every social media platform, including Facebook, Twitter, Pinterest, Instagram, Snapchat, Vine, WhatsApp, and WeChat, the heavier the usage, the more likely the consumer is to complain about businesses. The Marketing Profs article has come up with some significant findings.

I don’t want to get on a soapbox here but social media – for all its wonderment – is breeding a new generation of onstage haters. It has spilled over into society and doesn’t seem to be skidding to a halt any time soon.

Can’t complain about success

How a business deals with public hate forums is certainly one of the major challenges of 2016 and beyond. Tactile professionalism and doing the best job possible doesn’t leave much wiggle-room for someone with an axe to grind. They simply find another subject to whine about.

#OnlineHaters

Nearly three decades living and working all over the world as a radio and television broadcast journalist in the United States Air Force, Staff Writer, Gary Picariello is now retired from the military and is focused on his writing career.

Social Media

Zillow launches real estate brokerage after eons of swearing they wouldn’t

(MEDIA) We’ve warned of this for years, the industry funded it, and Zillow Homes brokerage has launched, and there are serious questions at hand.

Published

on

zillow group

Zillow Homes was announced today, a Zillow licensed brokerage that will be fully operational in 2021 in Phoenix, Tucson, and Atlanta.

Whoa, big huge yawn-inducing shocker, y’all.

We’ve been warning for more than a decade that this was the end game, and the company blackballed us for our screams (and other criticisms, despite praise when merited here and there).

Blog posts were penned in fiery effigy calling naysayers like us stupid and paranoid.

Well color me unsurprised that the clarity of the gameplan was clear as day all along over here, and the paid talking heads sent out to astroturf, gaslight, and threaten us are now all quiet.

Continue reading…

Continue Reading

Social Media

We watched The Social Dilemma – here are some social media tips that stuck with us

(SOCIAL MEDIA) Here are some takeaways from watching Netflix’s The Social Dilemma that helped me to eliminate some social media burnout.

Published

on

Neon social media like heart with a 0

Last weekend, I made the risky decision to watch The Social Dilemma on Netflix. I knew it was an important thing to watch, but the risk was that I also knew it would wig me out a bit. As much as I’m someone who is active “online,” the concept of social media overwhelms me almost more than it entertains (or enlightens) me.

The constant sharing of information, the accessibility to information, and the endless barrage of notifications are just a few of the ways social media can cause overwhelm. The documentary went in deeper than this surface-level content and got into the nitty gritty of how people behind the scenes use your data and track your usage.

Former employees of high-profile platforms like Facebook, Twitter, Instagram, Google, and Pinterest gave their two cents on the dangers of social media from a technological standpoint. Basically, our data isn’t just being tracked to be passed along for newsletters and the like. But rather, humans are seen as products that are manipulated to buy and click all day every day in order to make others money and perpetuate information that has astronomical effects. (I’m not nearly as intelligent as these people, so watch the documentary to get the in-depth look at how all of this operates.)

One of the major elements that stuck with me was the end credits of The Social Dilemma where they asked interviewees about the ways they are working to eliminate social media overwhelm in their own lives. Some of these I’ve implemented myself and can attest to. Here’s a short list of things you can do to keep from burning out online.

  1. Turn off notifications – unless there are things you need to know about immediately (texts, emails, etc.) turn it off. Getting 100 individual notifications within an hour from those who liked your Instagram post will do nothing but burn you (and your battery) out.
  2. Know how to use these technologies to change the conversation and not perpetuate things like “fake news” and clickbait.
  3. Uninstall apps that are wasting your time. If you feel yourself wasting hours per week mindlessly scrolling through Facebook but not actually using it, consider deleting the app and only checking the site from a desktop or Internet browser.
  4. Research and consider using other search tools instead of Google (one interviewee mentioned that Qwant specifically does not collect/store your information the way Google does).
  5. Don’t perpetuate by watching recommended videos on YouTube, those are tailored to try and sway or sell you things. Pick your own content.
  6. Research the many extensions that remove these recommendations and help stop the collection of your data.

At the end of the day, just be mindful of how you’re using social media and what you’re sharing – not just about yourself, but the information you’re passing along from and to others. Do your part to make sure what you are sharing is accurate and useful in this conversation.

Continue Reading

Social Media

WeChat ban blocked by California judge, but for how long?

(SOCIAL MEDIA) WeChat is protected by First Amendment concerns for now, but it’s unclear how long the app will remain as pressure mounts.

Published

on

WeChat app icon on an iPhone screen

WeChat barely avoided a US ban after a Californian judge stepped in to temporarily block President Trump’s executive order. Judge Laurel Beeler cited the effects of the ban on US-based WeChat users and how it threatened the First Amendment rights of those users.

“The plaintiffs’ evidence reflects that WeChat is effectively the only means of communication for many in the community, not only because China bans other apps, but also because Chinese speakers with limited English proficiency have no options other than WeChat,” Beeler wrote.

WeChat is a Chinese instant messaging and social media/mobile transaction app with over 1 billion active monthly users. The WeChat Alliance, a group of users who filed the lawsuit in August, pointed out that the ban unfairly targets Chinese-Americans as it’s the primary app used by the demographic to communicate with loved ones, engage in political discussions, and receive news.

The app, along with TikTok, has come under fire as a means for China to collect data on its users. U.S. Department of Commerce Secretary Wilbur Ross has stated, “At the President’s direction, we have taken significant action to combat China’s malicious collection of American citizens’ personal data, while promoting our national values, democratic rules-based norms, and aggressive enforcement of U.S. laws and regulations.”

This example is yet another symptom of our ever-globalizing society where we are learning to navigate between connectivity and privacy. The plaintiffs also pointed out alternatives to an outright ban. One example cited was in Australia, where WeChat is now banned from government officials’ phones but not others.

Beeler has said that the range in alternatives to preserving national security affected her decision to strike down the ban. She also explained that in regards to dealing with national security, there is “scant little evidence that (the Commerce Department’s) effective ban of WeChat for all US users addresses those concerns.”

Continue Reading

Our Great Partners

The
American Genius
news neatly in your inbox

Subscribe to our mailing list for news sent straight to your email inbox.

Emerging Stories

Get The American Genius
neatly in your inbox

Subscribe to get business and tech updates, breaking stories, and more!