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September 24, 2009

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Kim Feraday

Most interesting comment for me was that they choose to react to people based on thoughtful comments. This opens up the opportunity to engage in meaningful dialogue and ultimately build lasting communities. It would be interesting to see if GM has a strategy to draw these people into longer running dialogues (using other SM tools) around a variety of topics that GM feels are important (product strategy, public perception of viability, etc). In other words converting what might be temporary communities into longer lasting ones.

David Meerman Scott

Kim, I found this to be very interesting as well. I had not heard anyone articulate the "thoughtful" angle until Chris.

Thanks for the comment.

Christopher Barger

Kim - we do try to not have many one-off conversations; we'll try to finish those initial reactions with something like "chat me up on Twitter any time at @gmblogs or @cbarger" or pointing people to one of our blogs. I know it's not a perfect solution but we do start to open the door to further conversations.

As for deeper engagement, I'll offer one example: about a month ago, we invited 100 consumers -- some we met on Twitter, some who blog, some who wrote in to our CEO via "Tell Fritz" on gmreinvention.com -- to our design center to meet with our leadership team and to view not only our 2010 portfolio but not-yet-revealed products for 2011, 2012 and beyond. Our leaders spent the entire day with these 100 consumers -- some of whom were supporters, some of whom had been critical of GM -- and listened to their feedback, answered their questions, solicited their input as to what we have coming and what we might be missing. We've continued that connection with these 100 people through private executive chats and ongoing Twitter and FB engagement, and I suspect we'll be doing more like it going forward.

To read one attendee's perspective, here is a link from one of our guests - a student radio station manager from Sacred Heart College in Connecticut. (It's not just David who gets access to our leaders.) ;-)

http://notesofcheerfulcalamity.wordpress.com/2009/08/11/general-motors-producttechnology-event-10-aug-09/

Not that we've totally cracked the code on better engaging people or reaching out to consumers and potential customers; we've still got much work to do. I'm just offering this as one example of the different things we're trying that, I think, speak to some of the things you mentioned. Thanks for your comment! -- CB

David Wenger

It is interesting that even in a large corporation like GM the tools for tracking social media conversations can be very simple. I also use TweetDeck searches, which are not complicated or sophisticated, but get the job done. I'm asking for other suggestions of free or low-cost monitoring. Thanks!

http://iduniversity.wordpress.com/2009/09/29/using-tweetdeck-as-a-simple-social-media-monitor/

חופשת סקי בפינגווין

Nice video I like to watch it. It provides enough information regarding social media communication. Thank you for this fascinating post! I hope you never stop!

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