A variation of a diagram I drew in a workshop at work showing conversations around a brand between staff, between customers and between staff and customers, all founded on a web platform that enables those conversations.
It distinctly shows that those conversations take place between people. There’s no company, organisation or firewalls in this picture. In this instance “brand” is the shared perception, although in the strictest sense brand is unique to each individual – but there are some strong commonalities that form the basis for those conversations. Staff help strengthen a brand whilst customers share their interpretation and experiences with the brand.
In a case study I wrote for a social media discussion paper at work a few months ago, I pointed out in a previous project I had worked on that through the use of social media we were able to completely turn around perceptions of our project amongst our stakeholders because we demonstrated openness and willingness to listen and engage. We were real people, passionate about the project and striving to do the best job we could within the parameters imposed upon us.
// purecaffeine.com: user experience design, social experience design, social media, Gov 2.0, design thinking and service design blog by designer Nathanael Boehm, Canberra, Australia. Licensed under a Creative Commons Attribution-Noncommercial-Share Alike 2.5 Australia License.
