Saturday, November 19, 2011

Effective use of Twitter for organizations

I just attended a workshop by an organization I'm a member of, where they rolled out Twitter with great hoopla.  A few things arose which informed me that this organization still doesn't understand social media, so I thought I'd put down some tips for organizations who want to get into this "new" (yes, that's sarcasm) means of communicating.

You can't control the conversation!

Social media is, by definition, participatory.  The whole "Web 2.0" schtick is about user-generated content.  This is crucial for organizations to understand, because it has several implications.  In the old days you'd have a staff person craft a head-honcho-approved press release, and you'd send it off to the newspapers.  The newspapers would then, if interested, take your carefully crafted press release and judiciously quote from it, perhaps contact your organization for further information, and in the end publish a relatively neutral piece based on the facts and without any particularly strong bias.  All very clean; no mess, no debate.

The old days are behind us.  Anything your organization does or produces for public consumption is entirely up for grabs.  People on Twitter, Facebook, and any of dozens of other social media sites will take your fancy press release and dissect it mercilessly.  They will quote from it, but not judiciously.  The quotes will be sound bites taken out of context not to illustrate a point, but to further the argument being made by the person using the quote.  There will be wide-ranging debate and conversation, and most of the debate participants will be completely uninformed and ignorant of your issues.  Ridiculously strong biases and polarized views will be presented.  Politeness will be the exception, not the norm.

The "dissenting opinions" that used to upset you will be soon be regarded as quaint, civil, polite conversations that you'll fondly recall and wish you were still dealing with.  Misinformation will run rampant.

You can't Censor the conversation!

In case you haven't clued in yet, you can't censor the conversation any more than you can control it.  If you think that censuring your members or employees for publicly expressing their views is going to fly, then you're still stuck in the old days.  There are numerous cases where organizations censuring people for online expression has turned into a public relations nightmare.

Here in Canada, people have a constitutionally protected right to freedom of expression.  That right is not limited by their employment or association membership.  In a democratic free country, it's in fact not limited by much at all, as it should be.  Unless the people expressing themselves hold some sort of official spokesperson capacity in your organization, you can't control what they say (nor should you try).  Even if they do, they have a right to express themselves as personal individuals.  So suck it up.  Trying to censure people who write unflattering things about you is a fool's game.  It makes you look bad and shows that you're out of step with modern technology.  Simply respond with consistent messaging.

What social media has done is to give everyday people a voice.  You can no longer expect your company or organization to operate in a vacuum where you're not subject to any scrutiny or criticism.

So if you can't stifle free expression by censoring the conversation, what can you do?  First of all, if you're being criticized online, you need to engage in some introspection.  None of us are perfect, and chances are if you're the target of criticism, then at least some of it is justified.  Try to set aside your emotional reaction to what may be crudely expressed criticism, and parse out the key points being made against your organization.  This will lead to a rational, effective response.

For items where the critic is correct, swallow your pride and make the necessary changes.  You'll get kudos for making a change, instead of more criticism for defending a flawed status quo.  If the critic is making valid points but you have specific reasons for doing things a certain way, explain yourself.  Social media is about communications and interaction.  You'll be respected for explaining why certain positions were taken, but you'll be reviled if you simply try to silence someone or keep secrets.  Similarly, if there is misinformation or factual inaccuracies, correct them.  Do it politely.  Heavy-handedness won't fly in social media.  In social media, everyone's voice is equal.

You can't manipulate the conversation!

Okay, you can manipulate the conversation, and people have and do.  But when that manipulation is uncovered (don't be naive, it will be uncovered), it's bad for your organization's image.  So don't do it.

Newbie mistakes with social media generally take the form of shallow Twitter spam.  While an individual may tweet about watering their plants and other inconsequential things, an organization should avoid doing so.  Twitter, just like any other medium of communications, should be part of an overall communications strategy.

If your head honcho is making a speech, you don't want one of your staff people tweeting snippets of it every two minutes.  Instead, you want to have the complete text of the speech available online, and tweet that "Head Honcho is making speech about how Social Media Creates Accountability.  Read it here." with a link to the text of the speech.  Yes, it means you'll be making your speech available for criticism and scrutiny, and you'll be held accountable to what you say.  Guess that means you better be sincere and make it good, huh?

Another newbie mistake (or unethical decision, depending on how forgiving you are) is astroturfing.  Astroturfing is creating false hype for an organization, event, etc.  So if we go back to the example of Head Honcho making his speech, and his assistant is tweeting excerpts every two minutes, that's one form of astroturfing.  It's not genuine.  It's a fake conversation.  Now, if members of the audience that aren't closely tied to Head Honcho start tweeting about his speech, and other people start re-tweeting those tweets and replying to them, and people start re-tweeting your (non-astroturfing) tweet with the link to the text or video of Head Honcho's speech, that would be a genuine conversation that had arisen.  Essentially, resist the temptation to make self-serving tweets.  It's unprofessional.

So how do we do it right?

A large part of doing it right is being genuine.  A simple way to start is to use Twitter to disseminate links to press releases and other information.  You want to consistently communicate the image and character of your company or organization.

As you become more comfortable with the online presence you've created, you can begin inviting interaction. Post a question on something, or invite feedback.  Expect that some of the feedback will be negative; few conversations with any substance to them are devoid of disagreement.  Dissenting opinions and negative feedback are part of what makes the conversation genuine.  Take them as an opportunity to clarify information, dig deeper into a topic, or perhaps revisit a stance you've taken.

Build trust by engaging in genuine conversation; don't send out canned responses.  Make sure that the decision-makers in your organization are apprised of the conversations that take place.  If the conversation never leaves your Twitter account and never makes it into a boardroom, then it's simply a crowd-pleasing facade.  If your organization's direction is in part guided by social media, then you're utilizing it at a very high level.

The bad part of social media is not that anyone with an axe to grind can take you to task.  The bad part is that social media is so completely fragmented; Twitter is just one medium of communication, but the social media universe also includes Facebook, LinkedIn, Tumblr, Blogger, WordPress, Orkut, Google+, and any of thousands upon thousands of sites where users can interact and discuss things online.  A good strategy is to use various mediums for specific levels or types of conversations, and try to use your various social media outlets to funnel users towards particular places where they can engage in more in-depth conversations (your company's message boards, web site, etc).

Yes, you're right in thinking that social media is a whole lot of work.  It is.  If you're not prepared to deal with it, beat a hasty retreat now.  People will still talk about you online anyway, though.

Can you screw up social media?  Yes, you can.  You can put your foot in your mouth repeatedly, you can disrespect the people who're involved in the conversation, and you can face a backlash if you're dumb enough to try silencing people.  More likely, though, you'll simply just be lost in obscurity on the net.  However, if you're diligent and hard-working, not to mention lucky, you might be able to build some momentum around your brand.

Wednesday, November 16, 2011

Upgrading to iOS5, so far not impressed...

I'm in the midst of what is apparently the multi-hour upgrade to iOS5 for my iPod touch 3G.  Having figured out that I can play with the iPod while iTunes is apparently locked up on "Restoring iPod apps..." (it's not locked up, just taking forever and not giving any feedback at all!), I've been looking at a bit of what's new.

iCloud.  My reaction... what's the point?  Seriously.  I've been syncing calendar, e-mail, and contacts to Google for a couple years now, so that aspect of iCloud is worthless to me.  And backing up my apps, music, video, etc. to iCloud?  First, Apple is only offering 5 GB of storage for free.  Secondly, I've got a 64 GB iPod that's almost full.  It's going to take forever to upload all my content, and then Apple's gonna want to charge me for it.  No thanks.

I will say that the pull-down notification screen is nice to have.  Looks a lot like the one on my Android phone... for a company that just patented "Slide to Unlock", Apple isn't showing much innovation here...

Anyway, so far iOS5 is underwhelming.  I went into settings and told it not to backup to iCloud, hoping that it would then revert to a traditional sync to my PC.  No such luck.  So I'm still stuck at "Restoring iPod apps..." with no end in sight whatsoever.

Tip: When prompted to use iCloud backup, say NO.

iMessage... again, what's the point?  How many messaging apps do I already have?  Do I need another?  Besides, even as much as I like Kik, Skype, Google Talk... SMS text messages are still the only universal standard.

So far, colour me unimpressed by iOS5.  I at least hope that wi-fi iTunes syncing doesn't disappoint me.

Update: After it finally completed (seriously Apple, you let such a terrible upgrade process out into the public?), I was able to try out wi-fi sync.  It works beautifully, and is really the best reason to upgrade to iOS5.

One thing that didn't work so well... a lot of my apps are no longer in their folders, so I'm having to re-arrange my apps again.  Some of the folders seem to have disappeared, with apps being littered throughout the home screens, and other folders were only partially populated.  It does appear that all my apps restored, although I do have about 3.5 GB more free space than when I started...

Summary: Terrible process to upgrade that takes hours, and what you get out of it is an Android-style pull-down notification screen, and wireless syncing.  Those two features make it worth doing, but be prepared for aggravation while you do the upgrade.  Hopefully over time there'll be other niceties that reveal themselves.

Thursday, November 10, 2011

Switched to Wind Mobile... how to Root and Flash an Optimus 2X (G2X).

I switched to Wind Mobile for my cell phone service two days ago. The big news here is the plan I switched to... I was paying $60/month through Koodo ($25 plan, $10 CD/VM/Text add-on, $25 2GB data add-on). I will now be paying $29/month (yes, less than half!) and I'll have unlimited calling, unlimited texting, and unlimited data. My home phone and Internet are now both through my cell phone.

Incidentally, I actually called Koodo first, to give them a chance to retain me as a customer. They offered me nothing. So, duh, of course they've lost me. I'm better off with Wind, but I probably would've stayed for convenience if Koodo had made me an offer.  That being said, if you don't live in a Wind zone, Koodo's still your best deal for a cell phone at the moment.

So... while the monthly plan is the big news, the big bonus with switching is that I have an incredible new phone, the LG Optimus 2X (which is actually a G2X... more on that in a moment). This phone has a dual-core processor, 4" Gorilla Glass screen, 8 GB internal memory and a microSD slot, 8mp camera that records in full HD... it's quite nice.

While the phone is very good stock, it does come loaded with only Android version 2.2.2. I'm a complete geek, so I needed the latest version (faster, better battery life, more customization, etc).

To save you the blood, sweat, and tears I went through with what should be an easy process, here's a guide to rooting and updating the ROM in your Wind Optimus 2X(G2X):


This part is easy. It requires two things: USB Debugging must be checked in Settings-Applications-Development, and you must have a microSD card installed. Then just download and install GingerBreak, run it, and you'll be rooted in a few seconds.  (Just download it in an Android browser, open the file from the browser, and Android will prompt you to install it.)

Install ClockWorkMod Recovery

If you install the ClockworkMod Recovery utility via ROM Manager (installable via Market), then ROM Manager will ask you for your phone model.  This is the part where I'm going to save you from the hell I went through... DO NOT select LG Optimus 2X!  If you do, you end up in a boot loop, staring at the LG logo (not fun!).  You need to select the T-Mobile LG G2X for your model.  It's the same phone in every way that counts, but there's a minor enough difference that you're stuck if you don't know that you're dealing with a G2X instead of a 2X.  Remembering that you've got a G2X, not a 2X, will save you much aggravation.

You're not done, though.  ROM Manager just sets you up with what is essentially a redirect... you'll only be able to launch ClockworkMod from a phone that's booted without problems.  In order to be able to launch ClockworkMod by holding down Power and Volume Down while booting your phone, you need to flash it using One-Click ClockworkMod Recovery Flasher.  It's an easy process, and will save you from thinking you've bricked your phone.  ;-)

Now that you've got ClockworkMod installed, it's easy to switch from one ROM to another.  Just make sure you backup your current ROM first before you do anything!

Flash a ROM

The G2X is a phone that's officially supported by CyanogenMod.  CyanogenMod is a ROM based on the latest release of the Android operating system (which is open source).  The CyanogenMod developers then tweak it for performance and ensure it runs on various phone models.  Unfortunately, as of this writing, when I flashed CyanogenMod 7 (CM7), neither the stable nor nightly version allowed my 3G data to connect.  Everything else worked fine, just not the essential part.  ;-)  From what I've read, I suspect it's a baseband issue. (Note: The nightly CM7 #197 now works correctly.)

However, there's good news.  There's a CM7 based ROM called EaglesBlood (sorry, I have no control over the bizarre names people come up with) that does work in every way.  The version that worked for me without any issues is EaglesBlood 2.4.  (Note: Your mileage may vary, but EaglesBlood worked perfectly for me for about a day before data quit... thankfully the new CM7 nightly now works.)

Download the EaglesBlood .zip file to the root directory of your SD card as well as the Google apps package, then power down your phone and power up in ClockworkMod Recovery holding Power and Volume Down. Once you're in the recovery screen, you can scroll up and down using your volume up/down buttons, or the menu and home buttons.  To select something, use the Search button.  Assuming you've already got a backup, you'll want to do a Data Wipe/Factory Reset, Cache Wipe, then under Advanced do a Dalvik Cache wipe (there's probably some redundancy in there, but you want to clear out what's on the phone by default).  Then you're going to install a file from .Zip... simply choose your EaglesBlood file and flash it, then do the same thing with the Google apps package.  Once you've done that, reboot the phone.

Congratulations, you're now running an optimized version of Gingerbread 2.3.7!  You'll see a big improvement in performance, battery life, and customizability over the Froyo 2.2.2 which ships with the phone.

Note:  Hopefully everything went smoothly for you... the above was learned through the stressful process of thinking I'd bricked my phone a couple times.  ;-)  However, you flash a new ROM at your own risk.  I think it's pretty hard to permanently brick your phone, but you can set yourself up for a few hours of stress if you screw up.  I DO NOT provide tech support!  If you experience problems, just remember that Google is your friend, and that XDA is the place for all things Android.

Addendum: As of nightly #197, Cyanogenmod is now working correctly with this phone.  Follow the same instructions as above, just substituting the CM7 .zip file.  Cyanogenmod is the leading after-market Android ROM, so it's what I recommend.