How do you “do” social media the right way? Of course this assumes there is a right way. I’m sure we could all provide examples of the wrong way. I am attending EMCworld 2011 and I have to say EMC is getting it right.
Len Devanna has grown the Bloggers Lounge with more space, a broadcast booth for Silicon Angle, and back by popular demand the top notch coffee service. It spawned Social City next door which is promoting social gatherings by attendees by providing a great space and framework.
EMC also unveiled the EMC Folio this year as an iPad app to provide a means of getting conference materials and distribute info.
There”s much more on tap as Chad’s World meets Saturday Night Live and goes live tomorrow evening.
You can’t attend the conference and not be reached by the social media of EMC.
EMC also gets it by having many of their engineers, executives, support personnel, and other employees involved with blogging and Twitter. Before social media, how would a customer like myself ever interact or have access to these people. As a customer, this is a very valuable asset. It allows me to develop a relationship with more than just my account rep. You can get questions answered by the people who design, build, and live with the products every day.
I have a more personal story of how EMC gets it. About six months ago I had an Avamar support issue. I opened my case in Powerlink and awaited the call back. The technician who owned my case called when I was unavailable and left no means for me to get in touch with him. He would call outside of business hours from a international support center. After several days of this, I Tweeted a complaint. I received a response within an hour from Avamar on Twitter. After providing my contact info, I received a call from a senior level customer service manager and then was provided a number to reach the support center. Problem solved. I have had other companies respond to Tweeted problems but then drop the ball immediately.
EMC gets it and continues to evolve their company through social media.