Very interesting phenomenon happened the last time I went to the Compton Day Care Centre for my CSR Assignment in Listening.
I arrived to greet my service users, and met with the usual happy response, but there was someone else in their midst! Another volunteer was there, in his early 60s, seeking reminiscences from the service users, and he was there to get them to talk about what they had done in the past.
With my nose slightly put out of joint, I settled down to watch what would happen. I had been in that same situation some weeks before, and it would be interesting to see the service users’ reaction.
The difference this time was that all the service users were forced to pay attention to this man, whereas I spoke to only those who were interested. He started by telling them all about himself and then announcing what he wanted them to do. Then he started firing questions at them to see if any would respond.
Of course the service users are polite and well mannered, so they answered his questions with as much enthusiasm that they could muster. It appeared to him that they were waiting their turn to have their say, but actually some were silently and invisibly protesting (over the weeks I’ve learned to notice the signs). He tried to gear the subject about what happened during the War, directed towards the service users that were least interested in that subject, and ignoring the ones that would have given him some information if he had given them 1 to 1 attention.
He made another faux pas by offering to bring in pictures of the surrounding area to try and jog their memories, and by bringing in a set of old coinage so they could talk about that. He also made the mistake of telling them local information they didn’t know, whereas those of more mature years prefer to give advice and tell you their knowledge, to suitable appreciative responses.
Gradually the conversation dwindled, and he left. Immediately afterwards the service users announced how boring he had been, and wasn’t it terrible that he was coming back for a further five weeks! Blimey, what had they been saying about me after my first visit? It had taken me about 3 weeks to get accepted, but then I hadn’t forced any questions on them, had let them talk about any subject they wanted, and had given personal attention to those who had been quiet.
Then it struck me! The majority of these service users weren’t interested in the past, they preferred to explore the present and even the future. During the latter part of the morning there was a private conversation going on in the corner about a new nail bar that had opened locally, with questions for explanations about the services on offer – gels, extensions, even nail piercings – what on earth were those? Giggles were exchanged about crazy nail polish colour names, and jokes were passed about dolling themselves up for their fancy men!
What had I learned? You won’t get much voluntary information from your subject unless you adapt to their terms. Firing questions won’t necessarily bring the answers you want or expect, whereas investigatory questions that let the other respond to what they have in their heads, or relate to their immediate circumstances, will bring forth much better dividends. You have to bring yourself down to their level, empathise with their needs, be aware of their surroundings, and work with their responses accordingly. Barriers will be put up if they sense you’re probing too hard, or if there is nothing in it for them.
This is the difference between marketing and selling. Also, frequency in attendance, as in networking for business, will allow others to get to know, like and trust you, before they feel they can open up to their innermost thoughts and reveal the information you crave. It is most unlikely that someone will immediately react favourably to a stranger, so forcing inappropriate questions without a sort of ‘warm up’ over time will never produce satisfactory results.
Filed under: CSR, Interaction, Networking | Tagged: Compton Day Care Centre, conversation, Corporate Social Responsibility, CSR, listening assignment, marketing and selling, personal attention, Questions and Answers, reminiscences from the past, voluntary information, volunteer | Leave a comment »
The importance of interaction
Alice
When you’re dealing with social media, one of the most important things to consider is interaction.
Interaction is when your readers, audience, fans, friends or whatever are compelled to respond to your social networking activities. This will happen when you post up something that is worth commenting on, full of value, beneficial and helpful, entertaining or educational, or even controversial, just begging for a response to counteract it or confirm their approval or agreement with it.
Blogs thrive from comments. Spiders register a comment as new material, so it can enhance a post by making it more attractive to the search engines. It also adds to the conversation because the reader is presented with new ideas and concepts that contribute to the subject matter or interest factor. Ideally posts should be written to encourage a comment, or contain a call to action to remind readers to leave feedback or their point of view.
Facebook works on interaction, as every time you post on your profile, or ideally on someone else’s profile as a comment to their status update, Facebook sees this interaction and clocks it as a match. The more interaction you have with your Facebook friends, the more likely you are going to see your posts or blog feeds on their profiles. If you don’t partake in lots of interaction on social networking sites, it’s not only the search engines that deem you to be inactive, its the social networking robots as well, which can be detrimental if you want to create interaction to help promote yourself or your business.
Twitter is the master of interaction, of course! It is all about interacting with your fellow Twitterers, chatting, commenting, retweeting, sharing in real time – generally forming relationships with your followers as you interact and find out what they are doing. Really this is not a place to be doing business in the old sense of the word, it’s about communicating and making friends, networking by being sociable, asking after their health, family or latest event, having a giggle over a piece of news or notification from elsewhere, exchanging information about each other as if you were face to face and not separated by the web in between two computers. It is a place to find out information, learn from a blog feed, gain trust and credibility by giving and sharing, having a conversation with real people who respond readily – in other words, interacting.
Using social networking sites, and also social bookmarking sites, needs commitment to fine-tune your interaction with your followers and friends. It’s no good having a fantastic blast one day, and then forgetting to continue for the next few days. Even if your followers forgive you, the search engines and social networking sites won’t. Robots don’t understand like humans do, and they see inactivity as exactly as what it is, and immediately your ratings go down, you loose those slots on your friends’ profiles, your stats take a plunge and your Twitter streams are dark and empty.
I know it’s hard to keep it up indefinitely, so it’s worth working out a social media diary to help you keep the momentum going. Plan in advance what you are going to say that month, or week if you think short-term, so that there is always information available to use when your inspiration dries up. It’s much easier to provide content, leading onto to some beneficial interaction, if you have a focus, goal or objective towards your social networking activities – get more leads, raise your profile, extend your expertise, collect more fans or ‘likes’, increase your subscription rates, develop your visibility on the net – need I go on?
And above all – it’s so important to have fun!
Filed under: Blogs, Interaction, Online Marketing, Planning, Social Media | Tagged: audience, beneficial, comments, consistency, conversation, Facebook, fans, friends, information, inspiration, Interaction, profile, readers, search engines, Social Media, social media diary, Twitter, value | Leave a comment »