The Brand & Social Media Shakeup

Matt Geraghty   September 16, 2009


Is your brand losing its fizzle online?  (image via FFFFOUND)

The breakdown: What is social media’s impact on the brand? Where is the line between a positive vs. negative influencer?  Do Twitter and Facebook really have a tangible benefit to the corporation’s bottom line? We asked a panel of some of our content and social experts their thoughts on leveraging social media to connect with the consumer.

Robert Stribley, Senior Information Architect

Companies who take social media seriously are reaping tremendous benefits for their brand. Coca-Cola, for instance, recently featured a prominent call to action on their homepage to direct visitors to their Facebook page.  Now, they have almost 3.7 million fans on Facebook.  So instead of relying on users’ infrequent visits to to communicate their brand message, now they can expose a huge audience to it with whatever frequency they like.

Michael Barnwell, Content Strategy Lead

Social Media has the tendency to inspire brands to launch an arms race with their consumers. In the event of negative commentary, brands will feel the need to offset that commentary with ever more charm and assurance. Brands secure in their products and services will resist the urge to rapidly fire back and trust the balance of commentary to work in their favor over time.

David Deal, VP of Marketing

It’s a myth that social media puts “consumers in control.”  Consumers don’t control anything, and we don’t want to, either.  We still want two-way relationships with brands, which means both the consumer and enterprise exert influence.  Social media strengthens that relationship by empowering consumers.  Smart companies are figuring out that by using social, the brand can be empowered, too.

Abbreviated version of this blog post here.

Shiv Singh, VP & Global Social Media Lead

Brands do not have a place on social platforms. People do.

Matt Geraghty, Content Strategist

Opening social media to help build your brand or reinforce corporate goals is not without its risks.  Yet if used in a thoughtful way, there can be enormous benefit to the overall brand impression that traditional marketing could never achieve.  Take a recent post by a new Ford customer where he details the experience of reaching out to Ford via Twitter which in turn would lead to a phone call to him from Ford’s CEO Alan Mulally. How many companies are really looking for this type of transparency?  Hard to say—but now more than ever is the time for bold experimentation.

Dawn Bovasso, Content Strategist

It’s not social media that creates strong relationships with customers — it’s consistent and direct customer service. Look at Zappos, who was known for their exceptional customer service long before social media came along. Social media has only enhanced the reputation they already had, not created or repaired it. Same for someone like Time Warner Cable, who is notorious here in NYC for terrible customer service; I don’t care how much they Twitter if I have to stay at home all day waiting for them and they don’t show up. Having quick and thoughtful responses to social media is great, but it’s secondary to direct customer service.

Rachel Lovinger, Content Strategy Lead

I hardly ever use social media to connect with brands. On Twitter and Facebook, I mostly follow friends, colleagues, celebrities and organizers of events I like to go to. I don’t really even like getting email from companies I’ve bought stuff from. I guess I’m not the kind of person that likes to be poked by brands online. If I want to know about them, I’ll go to their website.

Follow Rachel on Twitter

Tags: ,

3 Responses

  1. […] @JamesGunnSEO: The Brand & Social Media Shakeup, by Matthew Geraghty – media #tweet Motivational Tweets: 25 of the Most Inspiring Users on Twitter […]

  2. heather says:

    Crowd-sourcing is very powerful if done correctly–look at the “9” campaign on deviantART the pieces of artwork and time spent is mind-blowing:

Leave a Reply

Razorfish Blogs


  • SXSW Interactive

    March 7 – 11, Austin, TX
    Several of our contributors will be speaking this year. If you’re going, say hi to Rachel, Robert, & Hawk.

  • Confab Minneapolis

    May 7-9, Minneapolis, MN
    The original Confab Event. Rachel will be there doing her Content Modelling workshop with Cleve Gibbon. Get details and we’ll see you there!

  • Intelligent Content Conference Life Sciences & Healthcare

    May 8-9, San Francisco, CA
    Call for Presenters, now open:

  • Confab for Nonprofits

    Jun 16, Chicago, IL
    Another new Confab Event! Early Bird pricing until March 7:

  • Content Strategy Forum

    July 1-3, Frankfurt, Germany
    International Content Strategy workshops & conference: Call for speakers now open!

Search scatter/gather

What is this site, exactly?

Scatter/Gather is a blog about the intersection of content strategy, pop culture and human behavior. Contributors are all practicing Content Strategists at the offices of Razorfish, an international digital design agency.

This blog reflects the views of the individual contributors and not necessarily the views of Razorfish.

What is content strategy?

Oooh, the elevator pitch. Here we go: There is content on the web. You love it. Or you do not love it. Either way, it is out there, and it is growing. Content strategy encompasses the discovery, ideation, implementation and maintenance of all types of digital content—links, tags, metadata, video, whatever. Ultimately, we work closely with information architects and creative types to craft delicious, usable web experiences for our clients.

Why "scatter/gather"?

It’s an iterative data clustering operation that’s designed to enable rich browsing capabilities. “Data clustering” seems rather awesome and relevant to our quest, plus we thought the phrase just sounded really cool.

Privacy Policy | Entries (RSS) |     © Razorfish™ LLC All rights reserved. Company Logo.