In this social media world, the importance of listening has come to the forefront. Platforms such as Twitter allow easy monitoring of what is being said about a person, a brand or an issue. If a person or company isn’t “listening”, then the point of social media is lost on them. It’s easy to monitor on Twitter with hashtags, Twitter search and third party tools such as TweetDeck for searching keywords. However, I don’t know that the importance of listening translates as well to the real world. A challenge we all have as communicators is figuring out the right way to get our message across and through the noise the bombards us all each day.
I’m sure we can all count the number of times we’ve said something to our spouse, friends or colleagues only to discover that the message was never received. Or do you remember playing “Telephone” as a child? The game where a message starts at one end of the line and by the time it reaches the other end, everyone gets a kick out of how it changed. While we enjoyed this as a game, the real world isn’t quite the desired setting for mixed messages. This typically leads to repeating yourself and getting frustrated with the non-listener.
As a communications professional, I’ve studied numerous theories that highlight all the ways in which a message can be misinterpreted or ignored by the recipient, depending on the noise elements that come into play. Every time I put a plan together, I think through ways in which the message may get lost. I look at past program details and I ask myself simple questions such as — Are emails opened or ignored? — Would a direct mail piece have more impact than an electronic piece? — Is there something going on to physically distract from the message? (i.e. activity at a trade show)
Besides the challenge of whether or not a message is reaching the intended audience, another challenge we face is whether or not there is comprehension. Someone may acknowledge receipt of the message with a nod or response but did the message actually click. Did the recipient actually understand what was being said and will it have the expected impact?
The social media world intrigues me because it does make listening easier in ways, but it also makes it more difficult. It’s yet another channel that we must understand and become well-versed in explaining to non-users. It’s the latest trend, and everyone wants to jump on the bandwagon. But how many are actually listening to what is being said? And, with social media tools such as Twitter having 140 characters limits, how many people are truly understanding what is being said?