During the last several years, Apple has undeniably been the innovator in hardware design, software and personal consumer tech. They’ve also been on the cutting edge of entertainment by effectively bringing the music industry into the digital age.

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:

[youtube=http://www.youtube.com/watch?v=qf81H4v4ByM]

When this is the reality:

[youtube=http://www.youtube.com/watch?v=44w-RYurbN4]

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”

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1. “MacBook Error: Six Tips To Apple On Social Media Marketing”
2. “Brand of Brothers: A Social Media Chorus”
3. “Killing the Buddha: PR 2.0 and Social Media Marketing Nirvana”

It’s Thursday afternoon, do you know where your Marketing Director is? Probably watching today’s “3Q’s in 3 Min.“

Every Thursday, socialTNT channels the spirit of citizen journalism by putting bloggers, reporters, PR pro’s or anyone with something to say about social media in front of the camera for a short, three minute interview. The videos are meant to encourage dialog between reporters, PR/communications practitioners and marketers on the future of media.

This Thursday, socialTNT meets with Mario Sundar, LinkedIn’s Community Evangelist. For PR Peeps with clients on the fence about social media or those companies not quite sure about starting a blog, Mario’s interview might paint a better picture of the thinking behind entering the new frontier that is social media relations.

In the following video, Mario defines what a Community Manager (evangelist) does, discusses the current and future tools LinkedIn utilizes, and (my favorite) discusses how LinkedIn translates its brand across these various social media outlets.

[youtube=http://youtube.com/watch?v=_Y3Hl2P-CFM]

The new era of branding leverages transparency to showcase corporate culture; if the culture aligns with the target audience (in this case, members) then they will want to be a part of the brand. Their participation is now their vote. In LinkedIn’s case, it presents a very professional, kinda business casual feel. Compare this to MySpace’s party-teeny vibe or Facebook dorm-room ambiance (don’t get me wrong, I love FB!). As a professional trying to network, which site appeals to you?

LinkedIn’s outreach influences maintains current members, harvests future members, and recruits future employees. Check out their blog, flickr feed, and YouTube channel. Keep an eye out for their Twitter feed!

Not included in the interview, but relevant: “The greatest benefit of a blog is the back and forth with the reader/user.” I couldn’t agree more, Mario.

So what do you guys think? Should companies hire Community Managers? Has anyone tried any community outreach that backfired? What about positive experiences? I’d love to hear your input.

More about Social media marketing or Enterprise PR? Check out good ideas from Dell and bad ideas from Whole Foods Market. You can also learn how social media can increase external and internal PR .

Once again, thanks Mario for a great interview. Also: Mad props for the Guy Kawasaki/Fake Steve Jobs event this week! (I got to meet iJustine!)

[DISCLOSURE: At a previous firm, I worked on the LinkedIn team. That firm (and LinkedIn) no longer has any financial pull on me.]

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Related posts:

1. “With Our Powers Combined:Xobni and LinkedIn Join Forces”
2. “3sday’s 3Q’s in 3 Min: Chris Heuer, The Conversation Group”
3. “Apple’s Social Media Efforts Need to Ripen”