Breakfast Brainstorming About the Future of Facebook, Reputation & More.
By Josiah Mackenzie
Monday, 14th March 2011
I got together with Henry, Michael, Lisa, and RJ for breakfast and brainstormed a little about the future of social media.

Here's some ideas from the conversation:

1. On Facebook, less can be more. Don't overwhelm your fans with content. Try to determine the culture of your fanbase, and what they expect from you on Facebook and in social media. Ask them don't assume. Then produce and deliver that content.

2. People like to engage with hotel brands that fit their lifestyle or identity. It's easier to build a Facebook presence around a group of hotels than an individual property.

3. For hotel groups, the primary use of social media could be in quality management instead of just marketing (like it is at some small individual properties). Social media and reviews can act as a "24/7 mystery shopper" for you.

4. Good idea from Lisa: Kimpton noticed they received a lot of complaints about their parking fees, so they posted the fee prominently on their website, and also created a parking package for guests. My takeaway: Mitigate a perceived weakness by setting expectations appropriately.


About the author
This blog is written by Josiah Mackenzie, who enjoys exploring the relationship between emerging technology and the hospitality industry.

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