Likeable Social Media

I bought this title in November 2011, as I had heard good things about Dave Kerpen. 

It's a simple introduction for businesses/organisations using Social Media, with a particular focus on Facebook. I did wonder if perhaps it is too simple, but perhaps that is because I've done some reading and playing around in this area and am therefore not the key audience. Having said that, I did appreciate the book for it's easy to read style, it's emphasis on likeability and customer interaction (which are often overlooked in more techo books), and it's examples. 


It's main thrust is remembering to stay 'likeable' during your interactions in social media.  There are very good examples (I had heard a few before) to show how businesses are finding that this is the key to engagement with their customers - and a major part of this is to show that there are real humans involved at the other end. Be approachable. Be responsive. If a mistake is made, admit it freely and offer to make amends/provide solutions. Staff need to be empowered to be able to interact in a human way - the main thesis in the Empowered book.
Of course, you also need to know your customer, what they are interested in and how they interact in the social media landscape (including what tools they are using, and how they are using them). He encourages us to use the tools available as a customer, as well as a provider, to understand the experience better and therefore modify for the optimum experience.


Libraries have long believed that we are likeable (and our ratings amongst our customers have been pretty good in this area) but as we become more and more part of larger, highly structured organisations, our ability to respond to individuals in a highly targeted and 'likeable' way has been reduced. We need to ensure that the structures assist us in connecting directly with customers, in being approachable and responsive rather than the other way around.


Kerpen, Dave (2011) Likeable Social Media: How to Delight Your Customers, Create an Irresistible Brand, and Be Generally Amazing on Facebook (& Other Social Networks). McGraw-Hill. Kindle version