Home > Articles > Home & Office Computing > The Web/Virtual Worlds/Social Networking

Social Media Marketing: The Conversation Happens With or Without You

No longer can companies afford to ignore social media or play the "we did not know" card. Liana Evans explains why your company can't afford to miss the conversations going on about your products.
This chapter is from the book

A funny thing happened when the Internet went mainstream. Ordinary people could talk to more people than just their neighbors, co-workers, and social club friends about what they were passionate about. Believe it or not, this started happening long before the term social media was even a forethought in anyone's mind.

Conversations about brands, products, and services started happening online with the advent of message boards, forums, and web-based chat rooms. From 1992 on, comic book collectors could talk all about which series they loved, advertise any extras for sale, speculate on what might happen in the next issue of their favorite comic, and announce whether they were planning to attend local or national comic cons (conferences dedicated to comic collectors) through message boards and forums dedicated to the topic.

These conversations weren't just on a national level, either. People from around the world could now speak about their passion for comics to fellow enthusiasts in countries thousands of miles away. Have a rare comic you'd like to trade? Wondering what really happened to Gambit in the last issue of the XMen comics? Wondering if Stan Lee would make an appearance at the latest comic con? These are just a small sampling of the types of conversations that still go on in these forums.

Even When You Aren't Listening, People AreTalking About You

All this was going on without DC or Marvel really understanding the hidden treasure trove that had sprung up without spending even a dime of their own marketing money. As the years progressed and online marketing moved toward banners and flashy graphic ads, ads for comics or movies based on comics or conventions began to appear in these forums. Eventually, forum members became banner blind; most just ignored the ads they had seen hundreds, if not thousands, of times.

Unfortunately, these comic book companies really missed out on an opportunity to connect with a very passionate audience early on. Instead of using banner ads and flashy graphics announcing a new issue, or a special event at a comic conference, they could have had a representative in the forums talking with the community members about upcoming issues, conferences, or maybe even gripes about current plot lines. This would have garnered a lot more engagement and interest than a banner advertisement ever could have.

The conversations in these forums went on without "official" input from any major comic book publishers. And this still happens today. Many companies miss prime opportunities to engage with customers or their audience on social media platforms because they believe that because they aren't involved, nothing is being said. They don't realize this point:

  • The conversation goes on with or without you!

The people in these social media communities who are actively engaged in conversations about you, your brands, or your products and services do not adhere to your carefully crafted marketing messages, or your public relations timelines for releasing news, or when your CEO thinks you should be on the front page of the papers for your latest release. They talk about you whenever they want, however they want, and to whomever they want. It doesn't matter if it's a journalist from the New York Times or a fellow scrapbooker—community members will share their experiences. And they don't share just the good or the bad experiences, either—they share any experience. To community members, the simple act of sharing with one another drives these conversations.

Forums and message boards are some of the oldest and most powerful places on the Web where these conversations happen, but they are far from the only places where people are discussing your company. Conversations can also seem one-sided until you look deeper into comments, ratings, and reviews of the user-generated content on these social media sites.

Blog posts, for example, can seem like they are written by someone just spouting off their thoughts, opinions, or experience with your brand or products. But take a closer look. Do you see comments or trackbacks? Who else is mentioning this blog post about your company or its products or services? If a blog has comments and trackbacks, a conversation certainly is going on, and you might want to become active in it if you aren't already.

With videos, perhaps you find one of your TV commercials on YouTube, but you haven't released it on your website. This could be a huge signal that your offline media is affecting the online world. Finding that people have pulled your commercials and put them online tells you that the audience either really likes them or finds them incredibly annoying. The only way to tell is by the descriptions, title, and comments.

InformIT Promotional Mailings & Special Offers

I would like to receive exclusive offers and hear about products from InformIT and its family of brands. I can unsubscribe at any time.

Overview


Pearson Education, Inc., 221 River Street, Hoboken, New Jersey 07030, (Pearson) presents this site to provide information about products and services that can be purchased through this site.

This privacy notice provides an overview of our commitment to privacy and describes how we collect, protect, use and share personal information collected through this site. Please note that other Pearson websites and online products and services have their own separate privacy policies.

Collection and Use of Information


To conduct business and deliver products and services, Pearson collects and uses personal information in several ways in connection with this site, including:

Questions and Inquiries

For inquiries and questions, we collect the inquiry or question, together with name, contact details (email address, phone number and mailing address) and any other additional information voluntarily submitted to us through a Contact Us form or an email. We use this information to address the inquiry and respond to the question.

Online Store

For orders and purchases placed through our online store on this site, we collect order details, name, institution name and address (if applicable), email address, phone number, shipping and billing addresses, credit/debit card information, shipping options and any instructions. We use this information to complete transactions, fulfill orders, communicate with individuals placing orders or visiting the online store, and for related purposes.

Surveys

Pearson may offer opportunities to provide feedback or participate in surveys, including surveys evaluating Pearson products, services or sites. Participation is voluntary. Pearson collects information requested in the survey questions and uses the information to evaluate, support, maintain and improve products, services or sites, develop new products and services, conduct educational research and for other purposes specified in the survey.

Contests and Drawings

Occasionally, we may sponsor a contest or drawing. Participation is optional. Pearson collects name, contact information and other information specified on the entry form for the contest or drawing to conduct the contest or drawing. Pearson may collect additional personal information from the winners of a contest or drawing in order to award the prize and for tax reporting purposes, as required by law.

Newsletters

If you have elected to receive email newsletters or promotional mailings and special offers but want to unsubscribe, simply email information@informit.com.

Service Announcements

On rare occasions it is necessary to send out a strictly service related announcement. For instance, if our service is temporarily suspended for maintenance we might send users an email. Generally, users may not opt-out of these communications, though they can deactivate their account information. However, these communications are not promotional in nature.

Customer Service

We communicate with users on a regular basis to provide requested services and in regard to issues relating to their account we reply via email or phone in accordance with the users' wishes when a user submits their information through our Contact Us form.

Other Collection and Use of Information


Application and System Logs

Pearson automatically collects log data to help ensure the delivery, availability and security of this site. Log data may include technical information about how a user or visitor connected to this site, such as browser type, type of computer/device, operating system, internet service provider and IP address. We use this information for support purposes and to monitor the health of the site, identify problems, improve service, detect unauthorized access and fraudulent activity, prevent and respond to security incidents and appropriately scale computing resources.

Web Analytics

Pearson may use third party web trend analytical services, including Google Analytics, to collect visitor information, such as IP addresses, browser types, referring pages, pages visited and time spent on a particular site. While these analytical services collect and report information on an anonymous basis, they may use cookies to gather web trend information. The information gathered may enable Pearson (but not the third party web trend services) to link information with application and system log data. Pearson uses this information for system administration and to identify problems, improve service, detect unauthorized access and fraudulent activity, prevent and respond to security incidents, appropriately scale computing resources and otherwise support and deliver this site and its services.

Cookies and Related Technologies

This site uses cookies and similar technologies to personalize content, measure traffic patterns, control security, track use and access of information on this site, and provide interest-based messages and advertising. Users can manage and block the use of cookies through their browser. Disabling or blocking certain cookies may limit the functionality of this site.

Do Not Track

This site currently does not respond to Do Not Track signals.

Security


Pearson uses appropriate physical, administrative and technical security measures to protect personal information from unauthorized access, use and disclosure.

Children


This site is not directed to children under the age of 13.

Marketing


Pearson may send or direct marketing communications to users, provided that

  • Pearson will not use personal information collected or processed as a K-12 school service provider for the purpose of directed or targeted advertising.
  • Such marketing is consistent with applicable law and Pearson's legal obligations.
  • Pearson will not knowingly direct or send marketing communications to an individual who has expressed a preference not to receive marketing.
  • Where required by applicable law, express or implied consent to marketing exists and has not been withdrawn.

Pearson may provide personal information to a third party service provider on a restricted basis to provide marketing solely on behalf of Pearson or an affiliate or customer for whom Pearson is a service provider. Marketing preferences may be changed at any time.

Correcting/Updating Personal Information


If a user's personally identifiable information changes (such as your postal address or email address), we provide a way to correct or update that user's personal data provided to us. This can be done on the Account page. If a user no longer desires our service and desires to delete his or her account, please contact us at customer-service@informit.com and we will process the deletion of a user's account.

Choice/Opt-out


Users can always make an informed choice as to whether they should proceed with certain services offered by InformIT. If you choose to remove yourself from our mailing list(s) simply visit the following page and uncheck any communication you no longer want to receive: www.informit.com/u.aspx.

Sale of Personal Information


Pearson does not rent or sell personal information in exchange for any payment of money.

While Pearson does not sell personal information, as defined in Nevada law, Nevada residents may email a request for no sale of their personal information to NevadaDesignatedRequest@pearson.com.

Supplemental Privacy Statement for California Residents


California residents should read our Supplemental privacy statement for California residents in conjunction with this Privacy Notice. The Supplemental privacy statement for California residents explains Pearson's commitment to comply with California law and applies to personal information of California residents collected in connection with this site and the Services.

Sharing and Disclosure


Pearson may disclose personal information, as follows:

  • As required by law.
  • With the consent of the individual (or their parent, if the individual is a minor)
  • In response to a subpoena, court order or legal process, to the extent permitted or required by law
  • To protect the security and safety of individuals, data, assets and systems, consistent with applicable law
  • In connection the sale, joint venture or other transfer of some or all of its company or assets, subject to the provisions of this Privacy Notice
  • To investigate or address actual or suspected fraud or other illegal activities
  • To exercise its legal rights, including enforcement of the Terms of Use for this site or another contract
  • To affiliated Pearson companies and other companies and organizations who perform work for Pearson and are obligated to protect the privacy of personal information consistent with this Privacy Notice
  • To a school, organization, company or government agency, where Pearson collects or processes the personal information in a school setting or on behalf of such organization, company or government agency.

Links


This web site contains links to other sites. Please be aware that we are not responsible for the privacy practices of such other sites. We encourage our users to be aware when they leave our site and to read the privacy statements of each and every web site that collects Personal Information. This privacy statement applies solely to information collected by this web site.

Requests and Contact


Please contact us about this Privacy Notice or if you have any requests or questions relating to the privacy of your personal information.

Changes to this Privacy Notice


We may revise this Privacy Notice through an updated posting. We will identify the effective date of the revision in the posting. Often, updates are made to provide greater clarity or to comply with changes in regulatory requirements. If the updates involve material changes to the collection, protection, use or disclosure of Personal Information, Pearson will provide notice of the change through a conspicuous notice on this site or other appropriate way. Continued use of the site after the effective date of a posted revision evidences acceptance. Please contact us if you have questions or concerns about the Privacy Notice or any objection to any revisions.

Last Update: November 17, 2020