2010.07.20

Real connections don’t rely on influence

Last week we were visited by author P.J. Bracegirdle, illustrator Susan Mitchell, their son Ewan and author Kevin Bolger. P.J. was in town to speak at a conference and we’d been talking with him about getting together since we first met him online a few years ago though our currently-on-extended-hiatus children’s book podcast, Just One More Book. It was a great evening talking about favourite children’s books, growing up, movies, careers and team building exercises.

These friendships and that fun evening wouldn’t have happened if it weren’t for our blog and podcast. The same is true for our friendships with author Sheree Fitch who has visited us twice this year and author/illustrator Lee Edward Fodi whom I’ve visited a few times in Vancouver and who visited us when he was in Ottawa for the first time a few months ago.

This past weekend, Isabelle Michaud, Dave Brodbeck and their “kids” Madelaine and Jon visited us during their road trip back home to Sault Ste. Marie. They arrived midday Saturday and stayed overnight. We had a great visit with them, a visit that wouldn’t have happened if not for their podcast Broca’s Area, my Electric Sky Podcast and me co-creating the Canadian Podcast Buffet community and the PAB conference (both with Bob Goyetche) some years ago.

Today, Whitney Hoffman and her son Jon are arriving in Ottawa and spending a couple of nights at our place. Besides the adults spending time together at various conferences, our two families have gotten together a few times (Niagara Falls and Montreal). That friendship wouldn’t have happened if not for Whitney’s and my individual passions for podcasting and community building (and the encouragement of the aforementioned Bob) taking me to the first PodCamp Boston in September 2006.

I have many other stories of engagement and friendships I could tell you, all of which came about in a similar way and all of them about having an impact. Most of us connected folk would help (and have helped) out the others without a thought — both online and off. We would spend (and have spent) hours together chatting and developing ideas — both online and off. We may have at one time asked each other to broadcast a message to our extended networks for that quick promotional hit — that was before we knew and understood effective ways of online community building and long-term connections, rather than  treating our other online connections as superficial distribution networks (a practice which seems rampant today).

The people who say digital communication and social networking is mundane, and those who direct their exclusive attention to the “key influencers”  obviously haven’t tried the tools or figured out how to engage effectively.

Photo: Muchies by Andrea Ross.

2009.11.20

Help us name our breast cancer podcast/blog

Andrea and I have been doing some audio recording that documents the process we’ve been going through since Andrea was diagnosed with breast cancer on October 6. The plan is to document our experiences and how we handle them as we work towards Andrea becoming a breast cancer survivor.

The most difficult part has been coming up with a name for our podcast/blog. So, we’ve grabbed a few of our favourites and decided to put it out to a vote and more suggestions.

We’d be grateful if you’d take the time to vote, add a suggestion and even leave a comment.

[NOTE: if you select Other, please make a suggestion in the field provided.]

2008.07.13

The Westin Prince and a blogger: A case study in communications and customer relations

When bloggers have a bad experience with a product or service, they blog about it. That’s what I did last year after being trapped in a hotel for over an hour during a power failure in a hotel. My initial blog post of the event features a detailed account of the problems and suggestions of obvious solutions. In a follow-up post, I identified more frustration.

Amazingly, the hotel listened and responded. I had a few conversations with Westin Prince hotel management and they presented themselves as genuinely concerned and committed to making changes. While some of the changes the manager and I talked about were based on regulatory compliance, the hotel had plans to implement better communications systems and new equipment that would be beneficial in any situation, emergency or not.

I took my chance to express my concerns through my blog. Perhaps that public display helped me get heard by management and ultimately become part of the solution. I felt pretty good.

Management invited me and my family to be guests of the hotel. It seemed like a typical make-good offer and I accepted the invitation.

In May, I finally took management up on the offer. It turned out it wasn’t just a free room for a couple of nights. The Westin Prince rolled out the red carpet. It was much more than they needed to do. Some would argue that their over-the-top approach was an easy way to slap a band aid on the situation. I disagree. The hotel didn’t have to do as much as they did and I felt awkward when I considered the value of their gift to us. Clearly, the management has put a high value on their guests and reputation.

There was a magnificent gesture that demonstrated to me that the hotel has changed considerably. My daughters enjoyed watching one of the Beta Fish at the reception area and, after returning from an outing one day, found a Beta Fish in their room with a note that he was a great listener for them to hang out with during their stay.

In many cases, bloggers can wield some amazing power. In as many cases, we don’t consider what the impacts can be. Holding others publicly accountable comes with the responsibility to follow through to the end. Be prepared to engage with those about whom you blog.

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