Has the R&A completely missed the point?

I have just been on The Open Championship web site and was pleased to see that they have an application for mobile phones, an iPhone application, a game for mobile telephones and a Twitter feed, these guys really get it...








OR, DO THEY?


I can board a plane and be trusted to switch my telephone off or have it in flight mode, I can enter a hospital with my telephone and be trusted not to use it in restricted areas but, I can't be trusted by the powers that be at the R&A to carry my telephone into hundreds of acres of open space to watch a sporting event?

This is a typical example of a company that appears to be embracing technology when in fact they are actually living in the dark ages and showing no respect for the intelligence and integrity of their customers.

I would like to know who is going to submit the posts to Twitter? No doubt one of their own...who are presumably above the rules!

Does social media work?

I was extremely interested in a story I heard earlier that demonstrates the power of social media and, the ability of just about anybody to be heard. In fact, in one week this video has been viewed over 2,500,000 on YouTube, that's impressive and should make United Airlines customer relations department take some notice.

A band called Sons of Maxwell have produced the first of three songs about the fact that American Airlines broke his guitar whilst he travelled with them on a tour. The band witnessed baggage handlers throwing their guitars about while they were sitting on the plane and when they retrieved the baggage a $3500 Taylor guitar was badly damaged. American Airlines didn't deny it happened but they appeared not to care about it and the Band were getting nowhere with their complaint.

Here is the post on band member Dave Carroll's blog:

"In the spring of 2008, Sons of Maxwell were traveling to Nebraska for a one-week tour and my Taylor guitar was witnessed being thrown by United Airlines baggage handlers in Chicago. I discovered later that the $3500 guitar was severely damaged. They didn’t deny the experience occurred but for nine months the various people I communicated with put the responsibility for dealing with the damage on everyone other than themselves and finally said they would do nothing to compensate me for my loss. So I promised the last person to finally say “no” to compensation (Ms. Irlweg) that I would write and produce three songs about my experience with United Airlines and make videos for each to be viewed online by anyone in the world. United: Song 1 is the first of those songs. United: Song 2 has been written and video production is underway. United: Song 3 is coming. I promise."

You can watch the video here.

Before social media this would not have been possible, people simply didn't have this type of voice. Yes, I think social media works very well and I imagine United Airlines have similar views.

Car Dealerships using social media

We have just created a social network for the Phoenix Car Company who have dealerships throughout central Scotland selling Honda, BMW, Mini, Mitsibushi, Mazda, Hyundai, Kia and Suzuki. The aim of the network is to build brand loyalty by enabling customers to communicate with each other and the dealerships. Already the company can see the benefits of the network with some valuable discussions and blog posts.

In once instance a customer with a complaint eventually closed his discussion because he was happy that the issue had been resolved to his satisfaction. This was not only achieved by the dealership getting involved, customers took part in the discussion which contributed to the positive outcome.

Consumers want transparency and this network certainly offers a much higher level of access to the company than any other car dealership we know.

The company are also using video content to great effect; salesmen are creating their own walk around video of cars and posting them to the Phoenix YouTube Channel. The content is cheap to produce and enables the company to highlight exceptional deals very quickly and effectively.

We are also creating a series of videos to introduce customers to people within the organisation that they might not always see but who play an integral part in the company's success. We have already interviewed the Diner staff at Phoenix in Linwood where you can get fresh homemade food whilst you contemplate your purchase. Future video will include; interviews with mechanics, bodyshop staff and, administration personnel. This video content not only highlights the company's commitment to transparency but, will also "humanise" the organisation.

Whilst Phoenix operate in central Scotland, they are keen to encourage members from much further afield; research shows that customers will travel to buy the right car and, the Phoenix Linwood proximity to Glasgow Airport means they often get customers from the South. Indeed, the network has even attracted members in America. The site is intended for anyone, anywhere, who is interested in any make of car.

You can visit, and join, the network here.

Kyle made it!

Sorry, it's been a busy week so I didn't get a chance to update you on Kyle's progress.

Kyle and Andrew made it to John O'Groats last Friday (19th). Congratulations to them both for this superb effort, they cycled every day for 14 days carrying all of their own luggage and, without any support vehicles, a truly wonderful achievement.

You can show your appreciation of their efforts by making a donation HERE

Kyle, our film production guy, and his friend are cycling from Lands End to John O'Groats, approximately 1100 miles in 14 days with nothing other than their bikes, and a lot of miles! In doing so they are hoping to raise a very reasonable sum of money for The White Lily Fund

(www.whitelilyfund.com), a breast cancer charity and one that is very close to their hearts.

I spoke to Kyle earlier today and they have now reached Scotland - tonight they are staying North of Dumfries and they are on schedule to reach John O'Groats by the weekend. It has been tougher than they expected and, even more so since Kyle hurt his knee on day three of the cycle.

IF YOU WOULD LIKE TO SUPPORT THEM YOU CAN MAKE A DONATION PLEASE DO SO HERE

Our clients using social networks

USC, one of our clients, has just launched a competition to attract members to their new social network. USC see the value in engaging with the customer and enabling customers to engage with each other. The new social network offers the chance for members to share information, upload video and pictures and enter into discussion about fashion, clubbing, music etc.

USC are also using the network to show some of what goes on behind the scenes like, the video that captures the making of their latest advert.

If you fancy a VIP night in Glasgow complete with Rolls Royce Phantom Convertible to transport you form you 5 star hotel to the restaurant you should check out the competition on the network.

More from Dubai

We've been out this morning filming Gary Dixon of Dubai Spectrum, he talks at length about the network site, watch out for the edited interview next week.

Dubai Spectrum doing the business

We created a network for Spectrum Personnel which is a business network for people living in, or contemplating a life in Dubai. It would appear that there are lots of people in one of these categories, the network is growing very quickly - 85 new members yesterday - and as of now there are 2360 members on the network.

The network is for business networking and, so far, it has been used for that purpose however, we have had to do some strict policing to control unauthorised advertising, a little spam and, the odd "lady of the night" promoting their services. All in all, the client is delighted with the progress of the network and the brand awareness it has brought Spectrum Personnel in the Middle East.

To visit the network please click here

Back to business...

Design Matters and Podcast Matters have been very busy lately on a number of projects which has probably contributed to the lack of posts on this blog. Not a good advert for what we preach I hear you all say. You're right, we should be posting much more often and in future we will.

Over the next view days I will bring you up to date with some of the things we've been involved in and show links, where possible, to the fruits of our labour.