I am torn between two topics this weekend – one is the subject line above, the second is is the fun topic of “Creepful”; the awkward combination of being insightful and sharing so much information with the person you are speaking with that they believe it is actually creepy. I will come back to that one, and post it over at CRMOutsiders, as a follow-up to Martin’s great start to the conversation.
Are you Listening, or just Hearing?
I am hopeful that most of you who are reading this post realize that there is a difference between hearing and listening. It is possible that it is one of those topics that you do not think too much about, but now that I am bringing it up, it makes sense. According to the Oxford Dictionary, the definition of hearing is “the faculty of perceiving sounds” whereas listening is to “take notice of and act on what someone says.” So, hearing is the physical part, but listening is a cognitive or conscious response to what has been heard. Said simplistically, for those of you with kids, we know they heard you, the question really is did they listen to what you said. In the age of the Social Web, I will suggest that hearing be extended beyond just sound to include what is ‘said’ via the written word, on both standard (mail, email, fax) and Social channels (Twitter, Facebook, Blogs).
The mirror image to the listening versus hearing discussion is the open versus transparent discussion. I made my feelings pretty clear on that topic, Transparency is a Characteristic, not a Goal. In this post, I suggest that transparency is the ability to witness with an unobstructed view. Suggesting further that these organizational characteristics will lead to an increased level of trust, or the ability for people unfamiliar with you, or your organization to build trust more quickly. To me, transparency is a little bit like hearing (but a little more sophisticated), it is important, it needs to happen, but in isolation, it will only take you so far. So, what is the listening equivalent? Being open. Open is transparency plus participation, which leads to trust and value creation.
How do these pieces fit together?
There are hundreds of Tweets and Blogs, presented by ‘experts’ where listening is ‘strongly recommended’ as the starting point. While I agree that listening is important, I fear that what is actually happening is not really listening at all. If you do not plan to take any actions based on what you hear, are you really listening? Does Social Media monitoring really start with listening? You could say that all I am doing is playing a game of semantics, and you might be right (but, I would disagree with you). In the world that Social Media, is there such a thing as ‘Social Hearing’? Yes, it is called Social Media Monitoring. That said, monitoring and hearing are pointless if you do not plan on doing anything about what you find. What is really needed is Social Media Listening. There, I said it – but I am not going to suggest another TLA. What I am going to suggest is that if you plan to monitor, then prove to people that you are listening, not just hearing.
There are two ways to prove that you are listening. One way is transparency, allowing people to see inside the organization where they can witness what you are doing. The second, more interesting way to prove that you are listening is to be open. As I have stated previously “Open suggests that I can not only see through the window, but I can walk through the front door and participate.” I am not suggesting either that this conversation is over, I am suggesting that you need to make sure that you are doing more than just hearing, and that in order to do that, you might need to be more than just transparent. Happy Sunday – please do let me know if I have missed something big (or even little).