I’ve been playing around with Google Sidewiki for a few months now. If you’re not familiar with this tool, Google launched it back in September. The idea is that anyone can contribute their thoughts to any website – in essence turning any website into a public forum.
Unfortunately until now many businesses have chosen not to participate in social media due to fear of hearing negative information about their products, services or company. With the advent of Google Sidewiki, companies will have no choice – because now anyone can add comments directly to their websites.
How does it work?
What does this mean to businesses
THE GOOD:
3rd party endorsement – it’s long been known that testimonials and the opinions of 3rd parties are a key influencer in buying decisions. Now visitors to your blog or website can hear what others think about you, your products or your services.
Real feedback – contrary to what many believe, bad feedback is not bad news. It just provides companies with the ability to know what people are saying. Although business owners can’t remove or modify a Sidewiki comment, they can respond. This, my friends, is power.
THE BAD:
Spam – Google Sidewiki will not be immune to one of the worst 4 letter words in our vernacular today. Anyone with a Google account will be able to leave a comment on a website. Although you can’t remain anonymous, this has not stopped spammers (just reduced their numbers).
Unfiltered negative comments – Contrary to my ‘real feedback’ comment above, there is a possibility for competitors posing as disgruntled customers to leave comments on your site. It’s important for your business stakeholders to explore all scenarios and identify an action plan if any of them come to light.
THE INTERESTING:
Commenting is sharable – Users who post feedback via Sidewiki can share their comments through Twitter, Facebook and other popular social networking sites. Users can even blog from Google Sidewiki.
Paradigm Shift
What tools like Google Sidewiki and others should do is force corporations to put their customer at the centre of their business strategies. Long gone are the days when we could dictate and control what others thought of us, now the consumer is in the driver’s seat. Understand these new tools and learn how to use them to your advantage. Pre-plan what you will do if negative feedback is left on your site as opposed to dealing with it when it occurs. Listen to your customers, engage them and solve their problems.
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Lara McCulloch-Carter
Author of the Special Event blog ready2spark
Director of Marketing – Regal Tent Productions
Past-President – ISES Toronto
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Excellent! Thanks for this! I found this site from Google, I’ve already bookmarked this site. Thank you!
Excellent! Thanks for this! I found this site from Google, I’ve already bookmarked this site. Thank you!
[on READY2SPARK] google sidewiki . turning the web into a dialogue – http://www.ready2spark.com/2009/11/googl… #eventprofs