You’ve heard it before: Individuals using social media to hold people and organizations to a higher level of accountability and transparency for perceived injustices—leveraging their network and the power of an engaged community to bring about change.
An airline passenger with a smart phone Tweets about the fact that he’s been stuck on a tarmac for four hours with little access to food, water and bathrooms. We’ve heard about companies monitoring Tweets 24/7, and seen how a Tweet in some cases will get you a faster customer service response than calling or even e-mailing—a real-time response for a real-time communication channel. A well-known restaurant chain is shamed by an employee who posts an inappropriate video to You Tube from one of its franchise locations, and a cable company is held accountable when its cable-repair guy falls asleep on a couch in the middle of a customer’s living room and the video goes viral on You Tube.
So it wasn’t much of a stretch to learn that my local coffee shop turned to social media—and the power of an engaged community—when the local Board of Health enforced a customer complaint about the establishment’s policy of allowing leashed dogs inside the shop with their owners. Coffee Labs—a play on coffee-colored labrador retrievers and the kind of laboratory it is for roasting coffee—has always been a dog-friendly place. Customers like me enjoy the friendly atmosphere and wonderful full-bodied coffee. The presence of an occasional dog is a pleasant diversion, and responsible people acting responsibly with their leashed dogs has always been the norm. A sign on the front window clearly indicates that “dogs are allowed” (Snoopy would be proud), and potential patrons bothered by this policy are always welcome to take their business elsewhere.
Here’s what happened:
- Someone complains to the local Board of Health about bringing dogs into Coffee Labs.
- The shop owners build a fan page on Facebook called I want to go back to Coffee Labs Roasters, WOOF!!!!! and let their network know about it.
- The network of loyal customers (455 people as of this writing) is understandably outraged and shows their support.
- The local television news—as is the custom with media these days—discovers a story breaking on social media (Facebook) and picks it up for coverage on the evening news.
- A local attorney learns of the shop’s plight and volunteers to write a possible waiver to allow dogs back in the shop.
Bravo—the power of an engaged community using social media to fight injustice at the grass-roots level. Just a local coffee shop in the suburbs of New York City who wants to run their business as they see fit, not injustice on some grand scale.
But still…think of the possibilities.
The response came in a matter of days; the network came together voluntarily and participated enthusiastically and vigorously—no one is paying them and no one is paying the local attorney. It’s the power of an engaged community using social media to lock arms.
Lessons for corporate communication, employee engagement
What else might be accomplished through social media communication strategy? Are there lessons to be gleaned by those of us in a corporate communication function? How might social media channels be used in your workplace to bring about this level of engagement and discretionary effort? Are there social media intranet communication strategies hidden in this story? Are your employees passionate about a cause—which one(s)? How can you influence the discussion and motivate to action?