Social Media is the Truth Machine

The more I interact in Social Media and encounter  brands who are finally “getting it” the more I feel like I need to get this idea out there. Social Media is the Truth Machine. 

The Truth Machine by James Halprin (apparently in development to be a major motion picture) was recommended to me years ago. I devoured the science fiction novel.   The author imagines a time (in the near future) where there is something called the Truth Machine. At first it’s implemented on boarders etc, but gradually becomes integrated into our everyday lives. As a result, students can’t cheat; and we get smarter.  People can’t lie; and politicians help us evolve.  Our relationships become stronger bound by Truth.  The first generation that encounters the Truth Machine does so with trepidation.  As generations pass people acclimate and evolve; becoming better people as a result.

I feel that Social Media is the Truth Machine for Brands.  For every Brand manager that’s panicking about a ranting customer service issue, there’s another that is thrilled to have the chance to Tweet and engage with their customer. They’re thrilled to interact and collaborate, and be transparent because they have nothing to hide. They want to get better and create a product that will be useful to those they’re selling to.  For those brand managers that are terrified regarding what people in social media will say about their brand if they “give up too much control” I’ll offer you this advice:

Whether you like it or not, social media is happening to your brand. Playtime is over.  Improve your product and customer service so people don’t complain. Make your services better and meet needs instead of cutting corners. I promise you, this Social Media thing is only going to get bigger

Trust people, and listen; there’s an inverse relationship between control and Trust – Let go.