The highlight of partnering with TLG throughout our working relationship is the spirit of true collaboration we enjoy. And, just as important, we have fun because we all find joy in our work.

Terry Cowdrey
Vice President and Dean of Admissions and Financial Aid
St. Lawrence University
Canton, New York

What to do about the “groundswell”

Social networking web sites are taking away your message control—but you do have ways to cope with this phenomenon.

A few months ago, we talked with Charlene Li, the Forrester Research analyst who co-authored Groundswell, for our Spring 2008 issue of The Lawlor Review (incidentally, this means we scooped Fast Company magazine, which featured an interview with Li in its June 2008 issue). She says colleges and universities should view social media as an opportunity rather than as a threat, and we agree completely.

Consider this chart, developed by Pete Blackshaw of The ClickZ Network:

What Consumers Control 

What Marketers Control

Talking Listening
Engagement Experience
Transparency Accuracy
Participation Invitations
Word of mouth Talk drivers
Product feedback Product performance
Attention Retention
Complaints Responsiveness
Advertising Expectations
Engagement Experience
Expression Consumer affairs
Curiosity Answer quality
Attitude Culture

 

Social technologies give colleges and universities the “enormous potential to drive deep, sustainable bonds” (as Blackshaw puts it) with all of their constituents. Just as that terminology suggests, it’s a communal exchange—one that requires you to give up on top-down messaging and instead join the conversational fray. It may be worth giving up some control so you can become part of the groundswell.

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