Control is a challenging one, because to reliquish control takes courage and faith in the ability of the organisation, and the individuals that drive it, to adapt and also to understand how to engage with the individuals that are providing valuable 'feedback' – good or bad…

… and if an organisation relinquishes control, does it mean that they're out of control? No… of course not… It just means that they're approachable!

The point to remember is though that all feedback is good – because the people giving it feel strongly/passionately enough about it to want to discuss it with 'the brand' directly… The next step is of course, how does the brand takle action on what 'feedback' has been provided?

It's necessary for people engaging with a brand to see action; and if alll they see is a lack of action they won't be engaging for very much longer…

You're 3 words 'evolve or die' are straight and to the point, but maybe an alternative could be … 'collaborate to innovate' … ? (that's a chapter from my book by the way… 'scuse the blatent plug)

Thanks for posting Robbie

All human nature is about being social. We are by nature social beasts. Social media is about people grasping two things:

Change and fear of the unknown.

Its also about control- or the feeling of the lack of it. Social media represents a whole new way of doing business and big business likes to feel in control.

SM makes them fell powerless like a toothless dog, because they dont understand it. So its easier to carry on in the same vein as normal and stick your head in the sand so you can pretend you dont see the changes going on around you.
Three words spring to mind:

Evolve or Die.
The revolution is here. Deal with it.

Thanks for sharing it

“It's in the way that you use it
It comes and it goes
It's in the way that you use it
Boy don't you know

And if you lie you will lose it,
Feelings will show
So don't you ever abuse it,
Don't let it go…”
E. Clapton