The reason is that companies are really great at advertising – that is, they are are really great at shouting “look at me, look how awesome I am,” but social media was created as a platform for people to interact. So often we hear jargon like “engage on social media” tossed around marketing meetings, but what does that mean? I’m here to tell you that it really is something so simple – HAVE A CONVERSATION.
Recently I was looking at post from on Facebook from a business and someone commented below the post. That business never acknowledge the comment. Effectively ignoring the person. This is the equivalent of walking into a room telling a really neat story about your day and then when someone in the room tries to ask you a question about your story – you act like they aren’t even there. We assume (incorrectly) that people won’t be offended because this is happening in cyberspace.
The lesson to be learned here is that you can’t shout into the void all the time and expect to see any “engagement” on social media. You must participate. Yes you should certainly post things that people find interesting, post important ads, and promotions, but you also have to interact SOCIALLY when people respond to those posts. This can prove to be a daunting task for some businesses. The time commitment can be too much, some businesses don’t know how to respond to disgruntled customers on social platforms, and others think that constantly talking (never listening or responding) is “good enough” for their business. But to truly leverage the power of social media – you have to interact with the people and nuances of each platform, and each one has a personality and community that is unique.