“Depending on how mentions are used, there may even be an expectation that the person tagged in a comment comes and leaves a reply of their own (in other words, you can call people out).”
- Jason Kincaid, “Disqus Brings @Mentions To Comment Threads” from Techcrunch
Comments have been one of the slowest components of Web 2.0 to evolve. For what felt like forever, you had to register (often times exposing yourself to unsolicited emails) to leave a comment (for approval) that you would eventually forget about. Even the notification system of an email when someone commented on your comment, seemed roundabout.
Recently, the two largest social networks on the web have been leveraged to take comments to the level they should have been at years ago. Both Facebook’s “Comments” social plugin and Disqus (which now includes a more robust Twitter integration, including @mentions) have improved comment systems by leaps and bounds to offer social commenting.
Not only are these new improvements to the comment sphere great for marketers looking to make (tasteful) product or service plugs, but they also present a greater opportunity to unearth true influencers.
Gone are the days of counting Twitter followers and deeming someone an expert. Places like Quora and the recent comment platform improvements reveal not only who engages with the latest news or opinion bits on the web, but who now becomes an ongoing participant in a discussion and can offers insights. Consider it an additional (or even more heavily weighed) metric for the ongoing influencer algorithm. Vocal topic enthusiasts can often be the first to become vocal brand enthusiasts after they are introduced to a product or service give the stamp of approval.
Discussions online are becoming more authentic and more useful everyday. Brands should begin to consider combing comment threads as a community management best practice and use them as a place for marketing outreach and influencer discovery.
“The first people that do it probably have their heart and head in the right place,” says Allen Adamson, managing director at WPP PLC’s branding firm, Landor Associates.. “But as you go further along, more people try to jump on the band wagon. Doing good becomes less substantial and more of an attention grab.”
Cause-Tied Marketing Requires Care, The Wall Street Journal.
Mr. Adamson’s comments aren’t completely off, the quick-thinking online community will jump all over a company that tries to exploit a crisis through marketing “donations.” Bing was burnt on twitter after outraged citizens lashed out at their Japan charity/marketing ploy. Perhaps not ill-intended, the tweet may have been rushed out by Bingers, eager to be a part of the early-responders camp, as Adamson recommends.
His emphasis on being “the first people” is a dangerous requirement for any brand looking to tastefully give back during a crisis. Speed usually comes at the sacrifice of calculation, especially online. To achieve the hard-sought victory of assisting during a crisis and gaining deserved kudos from consumers, brands need not race to respond. Instead, careful thought and consideration should be the priority. Does this fit within our existing socially conscious mission and will our consumer base be inspired to help?
If brands have to try to force it, they are best off avoiding a branded crisis call-to-action.