Crowdsourcing: Do Ask, They’ll Tell

When I realized that my turn to blog again was quickly approaching, I didn’t panic. Community Managers never panic (not in public anyway); we are pillars of cool and calm. But I wasn’t sure what to write about. I think I was suffering from mild depression because Steve Jobs had just resigned as CEO of Apple.  After all, this is a man that has been making me very happy since the first time I played Oregon Trail on an Apple II in the fifth grade. So, I hugged my iPhone and turned to my Facebook and Twitter friends for comfort and advice.

“What should I blog about?” I asked them. “What’s of interest to you lately in social media, online communities, and virtual worlds?”

I received some great responses.  A dear friend who is an archaeologist suggested I write about exploring the human cultural heritage through media. I asked her about the Mayan calendar and the end of the world in 2012; I think she unfriended me.  A brilliant colleague cheerfully suggested that I write about how our desk jobs are slowly killing us, but I remembered Nora Brennan’s much envied walking desk and that’s tough to beat. A childhood friend currently living in Vermont, which has suffered a lot of damage caused by Hurricane Irene, suggested I write about how residents used social media to stay connected, warn of flooded areas, and coordinate volunteer relief efforts.

These are all great ideas, none of which I’m actually writing about (sorry, dear friends!). In the end, what stood out for me was the ability to reach out to about 300 people in a matter of minutes and many responded, giving me answers precisely to the questions I asked, telling me what they are currently interested in, and even sharing links to more information. What an amazing resource!

Most businesses know it’s important to reach out to customers and many do it through surveys and other formal methods, but don’t neglect social media. Your customers are right there, right now, live, and simply asking them what they’re thinking, reading, and doing is a casual, but powerful way to tap into new ideas and solutions. I find most people are willing to share if presented with the opportunity.

Don’t be afraid of what your customers have to say. They are, after all, your customers because they enjoy your product, and engaging them and collaborating with them will make them feel valued and can lead to new and exciting discoveries.