In the past, people readily soaked up what they’ve read in publications or watched on TV; possibly due to people having a ‘limited’ soap box to give feedback to the people pushing the messages. This ‘monolouge’ thankfully, has changed. New forms of communication have paived the way for 2-way conversations about products, services and people. These conversations are happening online all the time, and will continue to happen whether or not you choose to participate in them!
If you’re involved in marketing – which I believe every person in an organisation has a part to play – then you have a responsibility: to listen and more importantly to pay attention to what is being said. You need to understand how people online perceive your organisations’ services and/or products it provides.
A company ‘voice’ – you- that is willing to listen and learn and in turn respond appropriately to those that are willing to listen to you, will engage in a conversation that is meaningful and consistant on topics whether good or … not so good. And by doing so you’ll begin to build trust and fuel those sought-out conversations.
People in this ‘digital era’ are appreciative of transparency and seek out organisations that are willing to communicate with them as ‘individuals. So don’t languish in a vacuum where the air is stale, be open and seize the opportunity to join in.
Remember, it’s never too late to communicate effectively… and you can start with something as simple as ‘hello…’ it’s pretty universal 
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