The belated arrangements for the fourth meetup for ‘Digital People in Peterborough‘ have now been announced, and in a change from the pub format, it’s going to be a curry night…
I’m still surprised that something I’d mentioned in passing to my good friend @pjeedai and virtual acquintance (at the time) @joffff has turned into a regular meetup which sees 20+ digital people get together for drinks, food and chatting. All from just deciding a time and a place and seeing if people would turn up.
And it’s continuing to grow. We’re getting a reasonable amount of people checking out the site regularly, more and more people are registering and posting in the forum, the Facebook page has got 34 Likes so far, and the Twitter account has 25 followers.
That might be small if you’re used to reading case studies of global brands and millions spent in marketing, but as a group which met for the first time 5 months ago, and which has come together from nothing, I’m pretty amazed. And particularly as it’s revealed how many talented and skilled people are in the area – as a result, it’s led to the founding of digital design and development company Jodanma, of which I’m a co-founder, for example.
With the ease of communication and organisation, if you’ve ever wondered about starting a community around a cause, shared hobby, idea, dream etc, there really is no excuse not to give it a go. Maybe it’ll become massive in terms of size, or value. And maybe it’ll take a bit of time and work. But there’s no excuse for not giving it a try and finding out who else is interested…




Negative reviews – Proof that responding works!
Back when I was Products Editor on motorcyclenews.com, I received a steady trickle of emails and phonecalls on the same theme. Each one was from a product manufacturer or retailer who had received a negative review or forum post and wanted to know what they could, and should, do about it.
Five+ years ago, the answer was mix of the insight and common sense that I possessed at the time. Unless the review or post was libellous (in which case the legal requirement was to remove it), the best thing that company could do would be to respond publicly with a polite and reasoned answer for what may have caused the problem, and if possible, potential solutions. That way they not only reached the complainant, but also the huge audience who would view everything without necessarily posting. It also ensured that the situation was likely to be defused straight away, rather than building up steam.
Photo courtesy Lars Plougmann on Flickr (CC Licence)
If only I’d had the 2011 ‘The Retail Consumer Report’ from Harris available at the time. (h/t Mediapost and Mack Collier). The survey of 1605 U.S online adults reveals:
I’ve finally got some empirical evidence to back up my conversations all those years ago! Funnily enough, the evolution of those conversations was a questions and answers section named Ask An Expert, which asked representatives from suitable companies to be available to respond to reader questions. I’d prefer you didn’t mention the amount of interest and funding sites like Quora have generated more recently!
But it’s actually an even more important approach to me now as a business owner, not only do I continue to advise clients to respond publicly to negative complaints in a polite, responsible, and most importantly, active way, but I also have a responsibility to monitor and respond to comments and reviews of the two businesses I’m running to make sure that we do the best by our clients and customers. And if after all that, you’d rather ignore my advice, Harris research and any negative reviews, then I guess pointing to the example of Craiglist and Craig Newmark won’t change your mind. I can only hope you’re not a client, and you happen to run a marketing or web design and development business!