Citizen journalist or super hero?

Every day I marvel at the power of the web. If you know the incredible might of this 2.0 world, you also know the amazing ability we all have to force change.

My last blog post was about Romano's Macaroni Grill and how its Twitter and Facebook accounts hadn't been updated in six weeks. I also went on to mention how someone had complained about their official website's feedback form. Well, imagine my surprise when--after 42 days of social media neglect on their part--Macaroni Grill updated everything I had pointed out within just four hours after my post was published! Coincidence? I think not, good citizens of Gotham.

Although the company seemed to leave their social media presence to languish, somebody over there must be keeping up with web search.  Google alert? Technorati search? Who know what mechanism Macaroni Grill uses to scour the web, but they use something. And, there is no doubt in my mind that somebody there saw my post and updated their sites. They even answered the complaining guy that I had mentioned in my post. Kapow! Bang! Blam!

If you're new to all this search and techie stuff, maybe you think I'm full of myself. Yeah, little ole' me scared a big corporation such as Macaroni Grill. Like that happens. Well, it does. And, that is the power of citizen journalism and social media. That is the incredible influence that everyone with a web connection possesses!

If you use the internet, chances are you're a citizen journalist to some degree. Your tweets, your blog, your online complaints are getting in front of savvy companies. Not only are you making your feelings known to your online networks, but there's a very good chance your opinions are landing front and center in a company's search results!

You've got the power, my friends! You can change the world with every stroke of that keyboard. Heck, I know I personally had a hand in making someone at Macaroni Grill set down their cheese ravioli to update their sites and answer that guy. I know how the web works. Whoosh! Thunk!

So, ordinary citizens, remember you all have super powers. Wonder Woman has her invisible jet and her Golden Lasso of truth. You have 26 letters and an internet connection. Holy wifi, Batman! That's powerful stuff!

Now, don that cape and come up with a super hero handle for yourself (I'm thinking of calling myself Keyboard Broad, Alphabet Girl, or Qwerty). There's a world out there that needs to be held accountable and we're just the folks to do it! To the Bat-pole! Shazam! Up, up, and away! 

Citizen journalist powers...activate! 

When corporate social media gets anti-social

So many big companies still don't get social media. It's not enough just to be on Facebook and Twitter, you need to be a part of the communities there. Why is that so hard to understand?

Case in point: Romano's Macaroni Grill. I love this restaurant and even though the two locations nearest me closed, I still organize a road trip every now and then to get my fix of Fettuccine Alfredo. Quite awhile ago, I signed up for their newsletter and it gives me an occasional coupon or birthday freebie. Good stuff. Today, I received an email from them, promoting their new dishes and, for the first time, I noticed the Twitter and Facebook icons with the words "Join the Conversation". Ok, I'm game. I'll join.

Surely, you can imagine my disappointment when the last tweet that Macaroni Grill sent out was six weeks ago and the last Facebook wall post was also six weeks prior. Six weeks!

How many tweets have gone unanswered in six weeks? How many irate customers were ignored or happy customers weren't thanked? How many things could Macaroni Grill have promoted and didn't?

What...a...waste.

I offer my social media consulting services for a pretty penny, but I'll give Macaroni Grill this bit of advice for free. Don't open social media accounts and then forget about them. Don't miss out on the daily opportunities you have to interact with your customers and show them you appreciate them!

Ok, Macaroni Grill seems to answer some of their fans' wall posts on Facebook, but not much. As a matter of fact, one customer posted a complaint about his dining experience and went on to say that no one responded when he submitted feedback via the official Macaroni Grill website. Not good.

Whether you use social media for your business or just yourself, you're only as good as your last tweet, wall post, or blog entry. Don't be complacent. Always prioritize your customers, clients, contacts, or community. If you don't steer the conversation, someone else will. And, you might not like the direction it heads.

Is there a restaurant or retail shop you think is doing a good job with their Facebook or Twitter accounts? How about a company that's blowing it big time? Surely, and sadly, Macaroni Grill isn't the only one dropping the ball on the social media stuff.