Yes, I know they are on top of the world, but there are voices from the blogosphere that point to cracks in the MacBrand base; early adopters and super fans feel left out. As Apple becomes more of a consumer brand, more mainstream users will purchase Macs. This means more complaints, stretching the ardent fans–and customer service–thin; no longer will every negative Apple post be bombarded with super users flaming the blogger. To address this, Apple will need to stop pushing products and messages at its community. Instead, they will need to become more engaged with their community.

Steve, are you listening? Here are some of my top tips for Apple on refreshing their Social Media efforts to revive the Fan Base:

• Stop trying to silence your superfans!
  • Whether suing super-fan bloggers or threatening children, Apple has a horrible strategy towards online communities. Lighten up! Repeated actions like these will really put off you most passionate audiences.
• Beautiful Ads and Demos, set them free!
  • Sharing is Caring. Let the videos into the wild by allowing them to be embedded into other sites and shared. Just by sending a link back to the page is tres 1.0. Do this with Steve’s keynote, too.
• MacBook Air: Behind the Scenes
  • For movie buffs, the “Extra Features” on a DVD are one more reason to buy. Same goes for tech geeks. Show us the behind the scenes of the MacBook Air. Intimate video chats with the Hardware Design team. Live podcasts (with call-in) featuring the User Experience team.
  • Too hardcore? Ok, open up developers’ blogs!
• Like a shepherd herding the flock…
  • A Community Manager could address the worries early adopters are having re the MacBook Air. They can also hit up the Green bloggers upset about Apple’s lack of true environmental concern, or just common users P.O.-ed about Leopard’s constant crashes. Go and address those posts head on. Cut the messaging and speak to them like people.
• Open up a dialog
  • Apple currently has a web-based form for feedback, but it feels like you are sending it out into a void. Make it a community, like Dell, where users can submit suggestions/concerns and then vote on the ideas. Yes, there is a forum, but it relies heavily on super fans…and forums are SOOOOO 1.0.
  • Customers also need to know that they are taken seriously. Close the feedback loop. Let them know the status of their suggestions.
• I’m Streaming of a Live MacWorld
  • Ok, it may be a little far fetched, but I want a cam to be following someone through the MacWorld experience, like a fly on the wall. Bonus points if that fly is STEVE JOBS!

I love all my Apple products, but I’ve been a little upset since upgrading Leopard. No longer can I play music on Front Row through my Airport Express. I filled out a comment form and have not received any sort of follow-up. I’ve dropped so much money on my desktop, laptop, keyboard, Airport, Airport Express, and I deserve some sort of acknowledgment.

What do you think? Is Apple heading towards Dell Hell or are they on the right track? What suggestions would you give Apple on reinvigorating their fan base?

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Recommended Reading

• “Apple’s Social Media Efforts Need to Ripen”
• “Dell Hell Freezes Over: A Great Example of Turning Lemons into Lemonade”
• “3sday’s 3Q’s in 3 Min: Mario Sundar, LinkedIn”
• “PR to Enterprise: Beam Me Up”

Don’t miss out: Add us to your RSS reader, or sign up for our email.

and this (click to enlarge) have in common?

They are both self-promotion tools advertising ways their businesses can help you “promote” your business. That is not a blog. That is a blogboard, the online equivalent of a billboard.

A Blog is NOT an Ad

I will not deny that a blog is a branding mechanism and promotional tool, but not in the sense of traditional self promotion. By participating in an online discussion and contributing to it, you build your brand’s (or your own) reputation. It’s also about sharing.

Sharing is Caring

Among other things, social media empowers the little guy to have the strength of big business. There is something subversive when we blog about social media tactics. There is also something honest and liberating about sharing instead of hording.

Take a look at Todd‘s, Kami‘s, Brian‘s, Chris‘ or Shel‘s blogs. Their blogs all give the same insight, strategies and tactics that they charge their clients for. Does blogging decrease the inbound sales for clients? Perhaps, but not likely. What it does do is help a curious, prospective client get a feel for the philosophy of their company. It also helps current clients stay informed.

Blogging also helps increase transparency. When a client knows what I’m doing, they have more faith in me and are more engaged. Nothing makes me happier than when a client discusses something they read on my blog or any blog…if it’s not a blogboard!

Fight Blogboarding! Show us, don’t tell us.

Oh: and NEVER put contact information in the post. Save that for the “About” section.

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Last Friday and Saturday, Robert Scoble wrote two posts that remind me (and others) of Jeff Jarvis’ Dell Hell rants. When Scoble installed last weeks updates, his computer got stuck in reboot. Here’s what he has to say:

So I restart. And get the same message. I do it five times just to make sure.

And so, now I’m back on my Windows machine.

Screw you Apple and your ads saying you’re better than Microsoft. Screw you. Screw you. Screw you.

His second post discusses the brand promise that Apple makes through advertising and how he sees it flawed. You can read his full list of grievances in the post. While I don’t necessarily agree with everything he writes, I agree that Apple will need to change soon if it wants to keep up in the Post-Dell Hell era.

In its current state, Apple has a strong community of devoted users. Do an online search and you’ll find plenty of mac forums and mac blogs. There’s even a fake Steve Jobs blog. The company itself is surprisingly lacking in engagement with this community. In fact, it has actively sued bloggers in the past. In the last few weeks, Apple has even sent a cease and desist letter to a nine year old.

As Apple computers (not just iPods) are purchased by more mainstream consumers, Apple will find itself slowly being pushed into the conversation. Andy Beal at Marketing Pilgrim sees two situations that will force this change:

1. It will reach customers that aren’t capable of tinkering and tweaking with their own stuff. Even Scoble didn’t know he could fix his computer by a “start in Safe Boot (press and hold the Shift key at the startup chime)? Starting in Safe Boot forces a directory check, so will verify if there is a problem with your startup disk.”
2. The Apple evangelists–the ones that have always come to Apple’s defense–will be stretched too thin. They simply can’t jump in to every conversation and defend every forum comment and blog complaint.

So what can Apple do to increase it’s social media marketing and PR efforts:

1. Create a Community Evangelist position to monitor the Apple dialog on Blogs for negative conversation threads and comment as a human. This helps consumers feel like they are being listened to, while simultaneously allowing Apple to more-or-less steer the conversation.
2. Be honest. So I said they could steer the conversation…within reason. The users will be able to smell PR spin, so don’t try to incorporate too much messaging. If there is a problem, acknowledge it. Right now the Leopard install has caused crazy bugs that people are talking about in forums. Mac continues to deny it. I’m getting PO-d.
3. Create a blog. Steve Rubel said it in 2004. Apple is the only large tech company to not have one. I understand corporate secrecy in product development, but come on. Dell’s is a great example. They talk about OpenWorld, Word of Mouth Marketing, Green issues, geeky consumer tech, servers, etc. They also have videos!
4. Close the feedback loop. Wait, first create a feedback loop! Back to Dell: they have a created the IdeaStorm community to allow users to submit ideas and then other users vote on the ideas. The whole process is tracked with transparency and also shows results at the end. This is key: It lets consumers know they have a voice and that someone is not just listening but also acting as a result.
5. Instead of suing bloggers for leaking things, show videos of products as they are being developed. Transparency and openness. Of course, you need to wait until you are close to release. If others are going to do it, owning it makes Apple cool again.

Oh, and putting out ads that show this:

When this is the reality:

Is really, really bad. It makes Apple look removed from reality, disengaged with the consumer and, frankly, a little arrogant.

What are your suggestions to Apple? Or are they doing ok? I’d love to hear your thoughts. Any Mac Marketing or PR folks wanna speak to socialTNT’s readers? Tell us what’s up!

Before I get flamed: My whole house is full of Mac equipment from desktops, laptops, network gear, etc.

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Related Posts:

“PR to Enterprise: Beam Me Up”

“Dell Hell Freezes Over: A Great Example of Turning Lemons into Lemonade”

“3sday’s 3Q’s in 3 Min: Mario Sundar, LinkedIn”

Texas had one helluva rainy season this past summer and the spiders are LUVIN it. Instead of their usual solitary orbs, the spiders are spinning one giant, all-encompassing web. Various species of arachnids have come together to form communities, catch some buzz and then share files flies. Entomologists are rushing to be the first to dub this new era “Web 2.0.”

Sound familiar?

In his Dallas Morning News article, reporter James Hohman says experts believe the giant spider web–found just 50 miles east of my happy birthplace, Dallas–was created due to an abundance of food:

“Normally they are cannibalistic and their webs are separated,” said Allen Dean, a Texas A&M University entomologist who examined 250 specimens collected at the site along a trail at Lake Tawakoni State Park. “They live in harmony because there’s so much food available.”

Wow?! A vast supply of food, huh? Do tell more!

“Tetragnathidae are usually solitary spiders who build their own webs and mind their own business,” he said. “Here they are sharing a lot of foundation strands that are all over the place. They don’t have individual webs anymore.”

According to Hohmann, some experts even say “the web represented an evolutionary advancement among arachnids, which typically do not work together.” Sounds like spiders have realized the potential of sharing and using the new web to help get enough bread for everyone.

Now where have I heard that before? Hmmm. Maybe from reporters ushering in the era of social-media or from every progressive PR blogger out there.

Listen, people, in case you don’t know, we are in the (hopefully) beginnings of another tech boom spawned by the growing investment in social media. Silicon Valley is happy. PR peeps are happy. But is everyone feeling the love?

The other day, someone told me I’d finally been brainwashed. Couldn’t I see that all this talk about “open”and “sharing” was just BS? In the end, aren’t we all at war, competing for the same new business? My answer is “jein” (Ya-eyen: German slang compound word formed by joining “ja” yes and “nein” no).

Sure, we do compete for clients, but let’s move our thoughts from spiders for a sec and shift to bands. Bands may be competing for the same gigs, but are they enemies? No. It’s healthy competition and they are all members of a community. They move in and out of each other’s bands. Some collaborate here and then go play drums over there. It’s all chill. It’s a healthy competition. The thing is (back to spiders): It’s rainy season and there are more flies and mosquitoes than there have been in years; we aren’t competing for grub.

Ok, ok. I wasn’t doing PR during the (eek) last bubble burst, but I’ve heard stories. Yeah, it sounds horrible, but we have to dwell in the moment.

Closed-systems, hording and cannibalism leave firms isolated and alone. Let’s evolve, learn the new system, spin webs together and share the benefits. Who knows, maybe during the next dry spell, after the wind has blown Web 2.0 away and the surplus of flies are all gone, we can take a little of what we learned with us.

“The continuing number of egg sacks suggests high productivity, as biologists say,” Mr. Quinn noted. “The females are fat and happy so to speak. They have done well so far by laying so many eggs that the spiders continue to prosper.”

Time to prosper indeed. It’s a community! Let’s exchange ideas and all eat our fill. It’s an exciting time in history. The ways people are consuming media (text, audio, video) are changing, and I’m pretty excited about being a part of that.

Some might call me an idealist. Maybe I’ve had too much SHIFT Kool-Aid. But I’m happy and, like any spider with a belly full of flies, I’m productive and growing.

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