How do you communicate?

  • Over the counter?
  • On the phone?
  • By Twitter?
  • At conferences?
  • You don’t?

The 21st century brings a list of communication tools unthinkable in number to the entrepreneur of the 1990s.

But choice brings danger. Humans have a naturally predisposition towards exciting experiences, which itself leads to us wanting to try as many things as we can.

How we all marvelled when the phone came along. Then the television. Then email. Then Facebook, Twitter, Friendfeed. Now Google Wave is the latest poster child for communicating creatively and effectively.

But let’s be honest, who among us is an expert – truly, an expert – in any of these ways to communicate?

Judging by the customer service of leviathans such as BT and DSGi, you would think the telephone was a recent and confusing invention. Yet it’s been around for longer than you.

So we come to a new age in communications. A way to interact with the customer in real time. Whereas email by its very definition was at the mercy of the server, your computer and the recipient’s (thank god, however, that the middleman, the ePostie, never went on strike), the latest communications technologies offer an instantaneous method of delivering your news.

  • There’s excitement as Google Wave is considered a viable and maybe more successful replacement for Twitter’s hashtags feature, with conferences registering delegates’ Google Wave accounts so everyone can join the mash-up as presentations take place
  • You can air your vodcast using an iPhone or Android-powered device in cohorts with a fanfare of uber-tech tools
  • The first crowdsourced song (using the collective expertise of producers, musicians, singers, etc) hits YouTube on its way to becoming a big hit.

These are examples of how communications as a method are overtaking communication as a way of life.

To truly be successful as a communicator; to build profitable connections with your customers; you must adopt a preferred channel, master it, and let your clients know that they will receive superlative service.

Some folks have e down pat. The likes of zappos.com. Some, like Nordstrom, have phone-based customer service representatives trained up to the max so they can answer queries and resolve complaints in a short call. They have the power to please.

Some, like General Motors, have the edge with Twitter. Others still – premium drinks manufacturers chief among them – have delivered service excellence through the viral capabilities foisted upon them by Facebook and YouTube.

Find your niche, create your brand personality in that area of communications, and your customers will be delighted.

Two quick reads to ´tech´ your business to the top

This Spanish trip has been a joy, a tease, and ultimately a real eye-opener. Not for the bright lights, the city sights. But for the time it has given me to take out of the office to recharge those creative cells and get psyched for the rest of this wonderful year.

To concisely define the story of 2009 is extraordinarily tough. But it´s been packed with life-changing, and life-enriching, epiphanies.

And for all of us there are probably many more to come in the final weeks of this glorious year.

We must all make sure we start 2010 ahead of the pack. That our communications are as strong, as meaningful, and as compact as they can possibly be. People will have less time next year, that is for sure. And the time they have at their disposal – in cars, on planes, trains, and in the toilet – will be more valuable than ever. So make sure you´re front-of-mind as often as possible by expanding your communicatons strategy to include podcasts, business blogging and social media.

Two of the emerging technologies in effective communications, straddling both social media and an intention to usurp eMail, have paradoxically also been among the most difficult concepts to grasp:

  • Twitter, while having obvious advantages to many, is still seen as a massive waste of time by others.
  • And the latest darling to tech enthusiasts, Google Wave, also left me perplexed when it was unveiled a few weeks ago.

I´ll tell you this: Google Wave had me flummoxed. Totally. I checked out loads of different sites talking about mashups (combining multiple technologies like maps and rich video into one window or application, in the same way smartphones bring chat and cameras and email together on a single device) and I still couldn´t see the point.

I do now. As in, within the past hour, I get it!

And there´s one thing responsible for switching the light on for me. It´s called Gina Trapani´s brain.

Gina just published The Complete Guide to Google Wave. Don´t be afraid, click the link - this is a COMPLETELY FREE guide!

Now I understand that Google Wave is basically a collaborative, live email environment. Gina argues email has been around for decades. It´s ancient, and causes more distractions than benefits. It´s a business hindrance for the 21st century.

Ergo, Google Waves. I think this might start being a real big thing for us small businesses, so grasp it now and get ahead of the curve.

TWITTER, next. That old chestnut. The blue bird with a big question mark for wings.

I just befriended some Japanese girl. Yoko. She´s very nice, a marine biologist. She wants to me a freelancer, like me. A writer if she can.

But what separates her from me (apart from the fact she´s vastly more intelligent and can speak Japanese) is she has made absolutely no headway whatsoever in promoting herself and her talents.

No Facebook; no Linkedin; no Twitter; no Tumblr; no Friendfeed; no Ning. And very little confidence to build her personal brand and reputation.

Yoko tells me in Japan you don´t generally shout about your skillset. I find this tragic and desperately bad for the future.

But after a short coaching course she´s begun to appreciate what these networking tools can do. Starting with Twitter.

I explained how, using twitter, you can

  • create a searchable bio
  • announce findings and news
  • follow people in your sphere of influence
  • group and, lately List, people depending on what they mean to you so you can catch up quickly with developments that matter
  • promote yourself – freely and effectively

That´s only a brief introduction to what Twitter can provide.

For the real lowdown on Twitter, head straight for the Mashable eBook. This ingenius guide covers the basics, moves on to building your community, and then looks at ways famous businesses have used the application to get connected to their customers.

Twitter is at the heart of the Word And Mouth philosophy. To engage with your customers. To build relationships. To keep them happy. To listen, respond and react.

If you read absolutely none of this post, here´s a recap (but not to you!) of those two quick reads: