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November 03, 2006

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I recently came across your blog and have been reading along. I thought I would leave my first comment. I don't know what to say except that I have enjoyed reading. Nice blog. I will keep visiting this blog very often.

Sarah

http://grillsblog.com

I think Fearless Leader Kenny is right on the money here. In the Second Life community, check out the distinction that residents are making between "indigenous" content and "corporate" content. Or the Wikipedia article on Astroturfing. It's not that people mind B2C communication; it's that they mind B2C communication masquerading as P2P communication. And that "informed and skeptical" consumer population is getting more of both every day.

Companies seem to feel like they have to hide their corporate-ness: "Oh, people won't trust us if they know where our interests lie." I don't think that's true at all, especially since the alternative -- trying to obfuscate your interests -- is disingenuous and damaging. As Kenny says, IF the company is genuinely committed to providing the service that they serve, IF the content is there as a service instead of as a baited hook, THEN it's not a predatory relationship. And that's important for a variety of good reasons!

It's not just brands that need to get in the game -- the whole company needs to get in the game and provide service. I am so touched by some of the medical content we're putting on the Web now -- healthy heart surveys to help people know when they are at risk; support videos for mental health victims to realize they are not alone; sponsored communities for people with MS; etc. This level of service can work for any company that wants to serve its customers -- auto companies wanting to help people be safe and fuel efficient and afford their vehicles; financial services companies wanting to help people make wise choices about savings and investments; food companies wanting to help people live healthier lives with healthier recipes; media companies wanting to help people create more personal connections with the world around them; etc. This is not the job of MarCom alone. The whole company, from the top, needs to commit to serving the customer with content that provides a noble service. It's good for the customer, and the brand will then be authentic as opposed to built (and lost) with a thin veneer of one way communications.

Maybe anything goes. But only the solid service will survive the harsh reality of an informed and skeptical consumer population.

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