chrisbrogan.com - Latest Comments in Bob- The Next Chapter

Re: Bob- The Next Chapter

Electrical Wholesalers — Tue, 20 Mar 2012 06:04:28 -0000

This is a somewhat harsh and awkward sitaution to be put into.

Re: Bob- The Next Chapter

Batman — Tue, 15 Mar 2011 08:12:54 -0000

Wow, Bob. Wow.

Re: Bob- The Next Chapter

Nick Rapson — Mon, 14 Mar 2011 15:10:11 -0000

I've never understood why people with such obvious talents are put into foreign situations that don't make use of those talents at best, or deliberately restrict them at worst. Bob, I feel for you, man.

Best of luck.

Re: Bob- The Next Chapter

stevenmilstein — Mon, 01 Dec 2008 09:51:45 -0000

Bob, if you haven't yet, go read Seth Godin's Tribes http://sethgodin.com/sg/. If you have read it, then it appears to me that already have your own tribe waiting for someone to lead them. So instead of waiting for the inevitable poor evaluation, or, your employer licking their chops just itching to fire another employee, I would take you're social media show outside the corporation and be the voice for that tribe. Do that, and my guess is your soon-to-be ex-employer will soon be a listener - either before, or, after the competition.

Re: Bob- The Next Chapter

Jeremy Hilton — Mon, 24 Nov 2008 18:11:28 -0000

This is why working in a big corporation can suck!

My advice to Bob? Quit. Go work at a small agency where chain of commands aren't so militant and where good ideas are embraced!

Re: Bob- The Next Chapter

Albert Maruggi — Fri, 21 Nov 2008 10:50:01 -0000

1) If I was brand manager of Bob's Big Boy, I'd be pissed that a photo with our logo was used for this story if it didn't involve that restaurant. It's a negative story about a real guy who's name is not Bob. If I was Bob's Big Boy I'd give Brogan a little shot, Like hey Chris, what did Bob's Big Boy do to deserve this? and give his readers a gift certificate to Bob's Big Boy restaurants. Hey times are tough just looking for a little free lunch is all. :)

Personally I would have used an image from the movie What About Bob, why? because the Bill Murray character sounds more like our Bob character. http://culld.us/l3497542

2) Bob,Big Fella, it's not the right fit, if you are trying to get the company to follow you, then you need some consensus building skills. But I think you are right, a) your days are numbered, better get busy livin or get busy dyin' to borrow a line from another great flick. Follow your passion, go where you are appreciated, it's a most healthy place for you to be.

3) I also hate to tell you this, but I suggest you also set social media adoption by that company back at least 6 months to a year. You've poisoned the well and given the description of the company, no one who has an ounce of self preservation will touch the issue of social media.

Re: Bob- The Next Chapter

Mark Young — Fri, 21 Nov 2008 01:32:05 -0000

I was interested in wanting to know the outcome, if the Fortune 500 company ever woke up about social media.

Of course they did not....

As for Bob, Chris he may be your friend, however he needed to cowboy up and find another position before he uprooted his family.

If he was really that good the other units did not want his talent?

Was this story even real, with the names changed of course, just to make a point that Fortune 500s have not dipped their toe in the water of social media marketing?

I know these corporate guys know that no one ever got fired for advertising on CNN, ABC, USA Today etc etc.

Re: Bob- The Next Chapter

Mark — Wed, 19 Nov 2008 19:23:59 -0000

Saw this video presentation where Frank from Comcast talked about how his company are restructuring their customer service strategy to include dialogue with their customers through digital channels like Twitter, etc. Maybe that is what Bob's company needs to do with the "group" in charge of social media. Hoping they are paying attention to other companies who GET what it means to connect with your customers and help them.

http://www.ustream.tv/recor...

Re: Bob- The Next Chapter

Mark — Wed, 19 Nov 2008 16:16:56 -0000

I know Bob. He is not a royal pain in the rear. All he wants to do is help customers.

Re: Bob- The Next Chapter

Susan — Wed, 19 Nov 2008 14:14:43 -0000

I see a whole lot of judging going on - of both Bob and his company. Some have taken sides and some see both sides. But are we learning anything? Or are we just reinforcing what we already believe about companies or about the Bob's of the world?

I am VERY new to the world of social media. When I am engaging with the people in this world I feel like a total dinosaur. But when I talk with most of my friends and clients I feel like I am on the leading edge. Just because an individual or a company hasn't learned how to leverage the opportunity of Social Media doesn't mean they are closed minded or stupid or even that they aren't out there trying to learn and come up with a strategy. If you want people to learn, understand their world first so you can teach them.

Some will move fast and some will move slow. In the end it is their choice and they will reap the rewards or pay the consequences. But just because you move fast doesn't mean there are only rewards - there could be serious consequences for companies that none of us can anticipate if they get it really wrong. Seems to me that mistakes in a world where information moves this fast can be fatal.

What am I learning? That if we strip away all the tools we still have the same human dynamics to contend with. It gives me an understanding of some of the issues I need to address as I exlpore ways to bring the tools of the social media into the workplace. I am more convinced than ever that the solutions to the corporate communications breakdown (inside and out) lie in learning to empower people to communicate more and control their communication less.

What are you learning?

Re: Bob- The Next Chapter

Susan — Wed, 19 Nov 2008 12:36:06 -0000

@Ed great points - letting the conversation just stop is like hanging up on a customer. Wondering whether the Social Media group in this company even knows what happened with Bob and if so were they empowered to pick up on the conversations Bob was in.

Re: Bob- The Next Chapter

Ed Roberts — Wed, 19 Nov 2008 12:10:00 -0000

Was it a bad choice for Bob to keep interacting with customers after being explicitly told not to? Yes. But what is more telling is that it doesn't appear that the company had any interest in at least handing off these new interactions to their "social media group." Very sad.

Equate that action to this: A customer calls up the company. An employee picks up the phone and says, "can I help you?". The customer explains the reason for the call and is glad there was someone there ready to engage with. At this point, the employee is told not to say anything more. The employee simply stops talking mid-call, or at worst, completely hangs up on the customer.

Would YOU do this to a customer? Would you pick up the phone and say nothing? Would you hang up on them? Would you also walk away from a face-to-face conversation?

In the very least, I would have liked to see some sort of effort on the part of this company to complete these "calls", no matter if Bob was involved or not. Not doing so speaks volumes in itself.

Re: Bob- The Next Chapter

Adam — Wed, 19 Nov 2008 01:14:37 -0000

Bob:

You've got to leave. Not just because this company is not in tune with your spirit. Even if you could live with that, your head is on the block. Your days there are numbered.

Start looking. Look for a place that you don't feel is stifling you. It's such a bad feeling to have ideas with no willing audience.

Re: Bob- The Next Chapter

Melissa — Tue, 18 Nov 2008 20:11:52 -0000

Ugh, that's a sad story! I can't believe that they wouldn't allow him to engage with customers, or move him back/to a position where he could do this. Bob is a brave soul though!

Re: Bob- The Next Chapter

Ed — Tue, 18 Nov 2008 18:59:47 -0000

"Historically, companies have been really focused on controlling the information they disseminate ... and the fact is that's dying, because accessibility and communication have so dramatically increased and improved."
~DaveTaylor via Reuters

Re: Bob- The Next Chapter

Phil — Tue, 18 Nov 2008 13:28:34 -0000

Bob find a new job. A place like the one your at, at least how it sounds, will wreck you. Suck out the good ideas and passion. Go somewhere your valued.

Re: Bob- The Next Chapter

Darryl Parker — Tue, 18 Nov 2008 05:06:53 -0000

@Danny thanks for taking on this argument. You've obviously run a business or two. I have added you to blog feed.

Re: Bob- The Next Chapter

Mark — Tue, 18 Nov 2008 00:21:25 -0000

I found this post on Marketing Profs to be similar to what Bob must have been trying to do: http://www.mpdailyfix.com/2....

In a way, Bob is trying to be that social media spokesperson for his company and even though he is laying low now due to having his hand slapped, I hope the company he works at and those around him recognize that they have a true spokesperson on their team who could represent them well in the social media space. Yes, guidelines should be put in place, but after these are established, let Bob go back out there and continue off from what he did. Put Bob in a position that allows him to use his skills and know-how in social media/web vs. where he is now. Go Bob!

Re: Bob- The Next Chapter

Ed — Tue, 18 Nov 2008 00:12:25 -0000

@Danny I agree you can't have renegades, divergent messages and self appointed town criers.

But the corporate culture has to change now.

It was a year ago we saw people fired because of their Facebook posts.

People are going to talk.
Insubordination or not (and I respect military authority),
they're going to talk.
Might as well be on the same page, with good
communication in-house, so what the neighbors
hear sounds good when it makes through the grocery store.
And thank you for thoughtful discourse
:)

Re: Bob- The Next Chapter

Ari Herzog — Mon, 17 Nov 2008 22:15:36 -0000

Wow. A question and a comment arise.

Question: Bob, now that you are no longer interacting with these customers, what are they saying? Do you even know? Are you monitoring the forum even if you're not responding? Are they wondering why you're not responding? Can you elaborate?

Comment: The fact you were in this meeting with your manager, your manager's manager, and someone from HR implies to me that executive management does not want to interact with customers. Maybe they don't understand the importance. Maybe they think as long as they sell products there is no problem. Maybe they equate "social media" with "media" and distrust the press.

A lot of maybes.

I await the next post.

Re: Bob- The Next Chapter

Derek — Mon, 17 Nov 2008 19:53:25 -0000

Wow, I feel a lot of parallels to the situation Bob happens to be in; except for the fact that my company doesn't have anyone focusing on social media. When I approached my boss with an interest in introducing the concepts to the company, the response I received was that "all that web 2.0 stuff will just be outsourced". Doh!

Good luck Bob, I feel your pain and have also been moved to a position that does not utilize my talents yet I am trying to give it my best and learn new skills.

Re: Bob- The Next Chapter

Mary Lopez — Mon, 17 Nov 2008 15:43:41 -0000

Seems Bob was a bit out of bounds, but the main problem it would seem is that he is a square peg trying to fit in a round hole. Even if he stops what he is doing now, he will probably still have problems with his boss. And, he isn't really happy. So, chalk it up to experience and try to move on, because if Bob sticks around things will probably only get worse and he'll be even more miserable. Oh, and it sounds to me like he's scared to move, which I can understand. But fear doesn't get you anywhere and life is too short.

Re: Bob- The Next Chapter

Sonny Gill — Mon, 17 Nov 2008 15:33:02 -0000

Company's fail to notice those special people within an organization that really get what it means to build relationships with customers and the benefit of that (advocates). I've seen this before in a similar form but where a person (great worker) was let go due to company issues, but this person was looked at as the heart and soul of the company and an empowering, positive voice for the internal customers (the employees).

Company advocates - those employees who want to be at the forefront, talking, listening and making customers into evangelists, don't necessarily have to be in social media or marketing at all. It's a big misconception amongst many companies that ends up in an opportunity lost.

Re: Bob- The Next Chapter

deb owen — Mon, 17 Nov 2008 15:28:59 -0000

As a former corporate "HR weenie," I read this portion of the story cringing at the HR role. (And asking Bob to document the meeting? Ouch. That sounds like seriously bad HR.)

But, as a former corporate "HR weenie," I've been in the role where someone thought they were being unfairly treated but ignored several discussions leading up to the 'big meeting.' (To use a fairly simple example, if a guy has attendance issues and is spoken to and then has the 'official meeting' -- but continues to have attendance issues -- there's only so much an HR weenie can do.) So I would wonder what the social media group and Bob's boss had to say about the situation.

It's admirable that Bob is passionate about his company and about social media. But unless he's responsible for corporate messaging and follows customer service protocol, he shouldn't do it. There are plenty of examples of companies who are "doing it wrong"....in social media and other areas. But unfortunately, most corporations value 'towing the company line' above passion and engagement in an employee.

It doesn't sound like this company is a good place for Bob to be. (As one who 'got out' myself, I agree with all those who wrote here that it's possible that Bob may want to look into starting his own business -- or finding a smaller company where he'd have more latitude in these sorts of areas.)

All the best!
deb

Re: Bob- The Next Chapter

NatzGal — Mon, 17 Nov 2008 15:09:43 -0000

This is typical corporate political BS! Seems to me it's become less about social media and more about a power battle between Bob and his boss.
Been there, done that. Yuk.