Word of Mouse: The Writing on the Wall

A recent article in Birmingham Magazine featured “Ghost Signs,” the faded advertising signs on buildings from decades ago. The business namesakes of these ads are long gone; however, their image remains. This evokes a thought about the methods companies once employed to gain customers and manage reputation.

The signs were big and bold and had great curb appeal. They likely prompted sidewalk or dinner table conversations about the establishment’s product or service experience— whether positive or negative. Then one person told another and so on. Either way, the process of passing a story from person to person was slow going, and the company likely had no opportunity to manage the message. Eventually, when the respective companies closed their doors, the signs remained, evoking an “oh, I miss [company]” or “we saw it coming” brand reflection.

Today, social media can likewise be helpful or harmful, depending on how it’s used. In contrast to the slow-paced public relations and advertising of yesteryear, many companies are now including social media tools such as Twitter, Facebook and FourSquare into communication plans. Moreover, even if these mediums aren’t part of an official plan, patrons and consumers use social media, and their opinions travel at the click of a mouse. A business hiccup or misstep that could have taken weeks to travel through the grapevine years ago can be dispersed to millions in a matter of seconds via the Internet and smart phone instant messaging.

That said, social media can also be used to herald good news for a business, and when used strategically, can help a company gain loyalty or even abate a critical situation. Note how quickly a Facebook account can be closed or Tweet deleted. Regardless, social media can stir up conversation about your business, so you should pay attention to what’s being “painted” on your company’s walls!