Ever since social media started we have been talking about how important it is to listen, not just talk. But many companies still do not take listening in social channels seriously.

1. Pontus Staunstrup
Why you need
to listen in
social media

2. This is not news…
Since social media begun we have reminded
ourselves that ”it’s a conversation, not a monologue”.
That we should use it to listen as much as talking.
But even as social media is maturing there are still far
too many companies that don’t take listening
seriously.
pontus staunstrup

3. pontus staunstrup
It’s a far older problem
Not listening seems to be as old as mankind itself.
There has been no lack of writers and philosophers
that have addressed this over the years. So don’t take
my word for it – here are some well-known folks
making the same point

4. pontus staunstrup
We have two ears and one
mouth, so we can listen
twice as much as we speak
”
”
Epictetus
Greek philosopher
c. AD 55-135

5. pontus staunstrup
“A man who won't listen
can't hear.”
”
”
George RR Martin
Author, A Song of Ice and Fire
(Game of Thrones)

6. pontus staunstrup
When people talk, listen
completely. Most people
never listen
”
”
Ernest Hemingway
Author, A Farewell to Arms, For Whom
the Bell Tolls, The Old Man and the
Sea and many more

7. pontus staunstrup
Two reasons to listen
Social media gives us a real chance to really listen to
our customers and other stakeholders.
We can listen directly to what they have to say when
they comment or ask questions.
And we can learn more about how and what they
think about our brand and products by listening to
what is being said about it in various channels.
It’s important that we do both.

8. pontus staunstrup
Five things we can learn
1. How our Customer service works
2. New ideas for products and services
3. Understand the role we play in people’s lives
4. If we solve problems or create them
5. If our messages get across

9. pontus staunstrup
What is needed
Understanding all of this can help us shape how
we communicate and what we talk about.
But for this to happen, we have to get much better
at really listening. There are a lot of very good tools
we can use to listen across social media. But what
is really required is a change of attitude.

10. pontus staunstrup
You’re short on ears,
and long on mouth
”
”
John Wayne
Actor, Stagecoach, Rio Bravo, The
Searchers and many more
Otherwise someone might
quote John Wayne at us

11. pontus staunstrup
Finally
If you work with social media ask yourself if your
company really is doing enough when it comes to
listening.
And if you are in a senior position make sure you
provide both time and resources to do this.
Because it’s true, you know. Social media is a
conversation

12. Questions?Want to learn more?
@PStaunstrup
https://www.linkedin.com/
in/pontusstaunstrup
www.staunstrup.se/en
pontus staunstrup
pontus@staunstrup.se
Cover
image
source
Flickr/Melvin
Gaal
h6ps://www.flickr.com/photos/94379417@N00/4808475862/