Companies who create social media sites and then don’t do a controlled shut down really don’t get engagement.A controlled shutdown means: telling people it’s coming. Having a real reason – not “the social media experiment is finished, fuck off” or the more polite “we’ll have something better for you later”. Remember Disney shutting down their virtual worlds. Or even Second Life’s Melbourne Laneways? What a mess. SOCIAL MEDIA IS NOT AN EXPERIMENT. And you don’t get to just walk away.
Telstra has done a sort of half-hearted controlled shut down. Why half hearted? Well the good news is, they are still listening. Sort of…
The bad news is, they are still thinking of blogs as “their content” and “broadcast” and forgetting engagement, commitment, relationship building and longevity.
Engagement is not press releases with comments. Anyway, those comments? They were OUR content. We bookmarked stuff, blogged about it – linking to it for reference and felt part of a discussion, a community. Now it’s been ripped away.
Our favourite Telstra bloggers? We liked them, even if we never commented and only read, we felt connected to them… and Telstra.
How much warning did Telstra give? Will their bloggers come back? Or will we be dumped with a new lot, expected to build relationships with them, only to have them wrenched away again.
In the long tail of the internet, content doesn’t disappear. The fact that Telstra sacked or removed, what 3? 4? bloggers remains, even if the site is gone. Their public blog feuds with Optus remains.
They could’ve left the site up, but locked down e.g. The Police Act wiki in New Zealand. Read only. In the meantime. Sort of the equivalent of giving us a photo on the mantelpiece to look at while we wait for an errant loved one to return. Or not. Heh.
By the way, if they don’t care we don’t care. If no one cares that the ‘engagement’ blogs are gone, then they weren’t working so don’t bother. If Telstra thinks however that customer discussions online IS an important strategy, they might want to show it a little more!
I dunno, the whole thing looks like a love who takes off for Europe for 6 months, without a word, expecting you to be waiting when they get back. *Wanders off humming IRREPLACEABLE by Beyonce. *