Posts Tagged ‘Twitter’

Charlie Gunningham

It’s Tribal, and it’s who we are

It’s Tribal, and it’s who we are

During the recent UK general election (American friends of mine were amazed at how quickly it was over, English friends bemoaned how it dragged on for weeks), I read a Guardian blog post which berated parties of all hues (“tribes”). The writer loathed one tribe, but was saddened how his own tribe had left him, and he wasn’t really interested in the third one either. Hence the inconclusive result I suppose.

And so it got me pondering the state of how we get our information these days, and how quickly media has changed. The blog itself is something I would never had read without the advent of the internet (itself only a 20 year old invention). By the time I read it, it had already attracted 50 comments.

On election night (morning in Australia), I found myself searching #ukelection and #ge2010 twitter themes to read what people were saying as the results came pouring in. Most of them were watching the same telecast I was half a world away (I found the BBC player online somewhere which had been blocked on the official BBC web site). They were reacting to the same commentators and politicians pontificating in front of us, which we were all viewing in real time. Yet, it was these live twitter comments and reactions which drew me in. They had far more validity and were much more entertaining and “real” somehow. They were from people who I did not know and would never meet, but whose opinion had more power and meaning than the pollie spruikers set up in adversarial mode by an aggressive media front man bating them into actually saying something.

Opinions poured forth over the twittersphere – every minute I could refresh the screen to read dozens more updated “tweets” (those 140 character short messages served up by twitter users).

I turned to an ex school friend of mine (a passionate Liberal Democrat and someone I’d not physically met in 30 years and only recently got back in touch with thanks to Facebook) and discussed the outcome with him and his ‘friends’ (we have only one in common, another ex school friend I’ve not seen in 3 decades).

As we collate information (on anything) directly from the sources of individuals whose opinions are as good as anyone else’s ‘in the media’, so we are simply returning to our tribal roots. It’s where we all came from (and still are really) – learning, teaching and sharing.

Of course, this is devastating news for traditional media who have much invested in their print presses, TV and radio stations. Over the past 100 years (a miniscule time frame in the grand scheme of things) they have informed us on what they believe we want to hear, read and view, and when we can get that information too. Our grand children (and maybe our children) will think it quite twee that we all once sat down together with our families at the predetermined time to watch TV programmes (I remember what an ‘event’ the 6pm nightly news was every night in our household in the 1970s). Those days are over.

If someone wants real information on property, who better to tell you than your knowledgeable local ‘tribe’ member? The person selling real estate who lives around the corner from you, the property manager who’s seen everything a thousand times and in a patient manner organizes the leaky gutters to be fixed for the hundredth time. They are the experts, and they ‘know local’ like no one else. 20% of those looking for rental properties in Australia search rentals on twitter. Of the 7 million Australians on Facebook, half tune in every day, and more are aged over 40 than under 20.

If you’re not there, you cannot be noticed or listened to. In this way, twitter, facebook, blogs and the like are merely tools of communication. No silver bullets. No one can give you the scripts and dialogues, but if you view this all in the right manner, you’ll know what to say when the time comes. You’ll make mistakes. You’ll learn it by doing (and listening). Join the conversation. We like to pass on interesting snippets, we like to help, we are good people. It’s tribal, it’s in our nature, it’s who we are.

Photo Credit: Maasai Tribal Dance

Glenn Batten

Top 10 People to Follow on Twitter for Australian Real Estate Agents – 2010 Q2

Top 10 People to Follow on Twitter for Australian Real Estate Agents – 2010 Q2

I was running a little late with the first quarter Top 10 people to follow on Twitter for Australian Real Estate Agents for the First Quarter of 2010 but the future installments like this one should be on time.

It seems there was a little confusion out in the west with the last list but just to clear it up, this list is for Australian Real Estate Agents to follow. Whilst there will obviously be a bias towards Australian tweeters I will be including interesting people from around the world to follow if I think it can bring something to the list.

Most of the list will be tweeting about the real estate industry however occasionally I will include other tweeters that are still of interest to agents such as @mashable who tweets about social media and @smartcompany which is Australian business news.

Like always if you feel somebody should be on the list in the future feel free you can send me your suggestion to @glenn_batten via a mention or dm.

  1. @aussiehome
  2. @apmasphere
  3. @TRETCOMAU
  4. @smartcompany
  5. @peterfletcher
  6. @mashable
  7. @Larascott
  8. @GregVincent
  9. @Apimagazine
  10. @TomHopkinsSales

Edit:  All the top 10 from this list, the past list and future lists can be found in my Twitter List http://twitter.com/glenn_batten/top-10-for-aussie-agents/members

Glenn Batten

RealEstate.com.au Show Real Estate Agents How to Handle Twitter and Facebook Complaints

RealEstate.com.au Show Real Estate Agents How to Handle Twitter and Facebook Complaints

The recent relaunch of the RealEstate.com.au website created a real buzz of activity on Twitter and Facebook the likes that we have never seen in our industry before. You had consumers and agents providing instantaneous feedback and discussing the new website at record levels for a real estate industry event.

I discussed the ugly side of Twitter about a year ago and in that article I said “Social networking and the internet in general has allowed a voice for everyone including your biggest critics”. Realestate.com.au found that out better than anybody as the new site went live.

Now this article is about that handled their complaints but to be fair there was a lot of praise amongst the twitter stream and facebook  as well.  But like always its the mud that sticks the longest and what people remember the most so its important that any company handles its complaints well even when they are the size of REA and there were a ton of complaints. The really impressive part was that it appears they were prepared for it and had an action plan in place that was executed brilliantly and agents should take notice. .

Someone was actively searching Twitter for any references to the relaunch and responding directly to the tweets concerned. They did not just respond to tweets directed at there twitter account of @realestate_au but they were actively seeking out anybody tweeting to their followers about the site, good and bad.

So when tweets like these started to show up

NathanKrisanski: New realestate.com.au website live today. what do you think? seems a little busy to me, but it is quicker & easier to use. DM me ur thoughts

alcro: Hey Realestate.com.au, your new site doesn’t work #REAfail

glenn_batten: @realestate_au Technical issue with your new site which may be causing more than a few people problems. http://bit.ly/bzaHuC Please fix :)

Brett_Hales: What is up with #realestate.com.au – if I search for a property everything is left justified. Looks ugly, check it out http://bit.ly/3wqDg

AnnalisaW @realestate_au can’t get it to load properly. Cumbersome. Most of content blocked by office filter.

portek I think the realestate.com.au suburb select for rentals is broken. Airport west is NOT North MElbourne.

they responded quickly to each person with:

realestate_au: @NathanKrisanski thx for your Tweet earlier today. If you have suggestions on making it less busy wld luv to hear them http://bit.ly/98znQe

realestate_au: @alcro Sorry to hear you are having issues with search – let us know the issue here and we will look into it – http://bit.ly/98znQe

realestate_au: @glenn_batten Thanks Glenn – already looking into it. Will keep you updated.

realestate_au: @Brett_Hales Glad you have been trying the new site – if you have suggestions for the search results share here – http://bit.ly/csJ79a

realestate_au @AnnalisaW sorry to hear you’re having issues – if you can, try another browser. if still having problems, let us know.

realestate_au @portek ok, might be best if you drop us a line at enquiries(at)realestate.com.au – we can direct your issue to the tech boffins there. thx

Their facebook page had similar sort of comments the only difference was that because it was on their wall they did not respond to every single comment as that would have seemed a touch too contrite.

The fact that they took the time to respond to so many consumers and agents was really fantastic and I was not the only one who thought so either:

charispalmer Impressive: @realestate_au getting back to everyone that has commented on the new site on Twitter

Rolling out a site the size and traffic load of Realestate.com.au would be a huge challenge and predictably there were problems that cropped so they didn’t just listen to the complaints on the social media  but the technical team also used to identify real issues in a live environment. They were cross referencing live tweets with server logs to fix problems very quickly even before users filled out feedback forms..

I was a victim of one of the more obscure ones where an incompatibility between our isp’s proxy server and the realestate.com.au servers caused a certain css file to be delivered blank. This meant any search result pages had no styling applied at all and was just an ugly bunch of left justified text and photos.

Now I noticed the problem during the beta testing but since I never received an invitation I had to piggy back on a somebody else’s access I never reported it through the official beta feedback. But once the site went live I and others brought it to their attention of the technical team pretty quickly. Because I had some fantastic help from Nick here on this blog they they tracked down the cause very quickly and even went so far as to ring and work with individual isp’s to track down the problem.

There are certainly still problems outstanding that team are still working on including some fairly major suburb related issues. One of these causes absolutely no properties show for major suburbs but for the most part the site is running extremely well now.

So whether you like the new style or not you have to admire how realestate.com.au handled the complaints.  Up till recently large corporations would normally respond to each call or email with the obligatory “you are the only person to be experiencing that issue” stock standard reply. But social media like Facebook and Twitter means you cant do this anymore. Everyone is far more educated and word spreads like wildfire.

Real estate groups and individual agents alike can learn a few lessons from how Realestate.com.au handled the recent release:

  1. No matter how good a job you do you are never going to please everyone and there are going to be days where no matter how hard you try you just make some mistakes.
  2. Be prepared and regularly monitor Twitter for tweets good and bad about your agency and your brand. Realestate.com.au probably dedicated a staff member to this job over the launch but agents thats not viable. Twilert was really good for this but it closed down because it could not handle the sheer success of Twitter but it has recently relaunched again and is a fantastic way to monitor your brand on Twitter.
  3. Similarly Monitor your facebook fan page for feedback from your fans. This is certainly easier because Facebook can email you with every comment as it has been added to your wall.
  4. Respond quickly, professionally and most importantly listen and be respectful.
  5. Ideally offer a different more private forum to receive further information on the problem and to discuss the issue.

Of course not everything went to plan and the funny thing is that if you are looking to handle complaints about the performance of your new website, directing them back to that problematic website was probably not the best idea in hindsight. Of course there is a lesson in there as well:

jasb @realestate_au i just submitted your feedback form and got could not be found! Check ur search results layout in chrome, its screwed!

Brett_Hales @realestate_au Thanks for the opportunity to provide some feedback – didn’t go too well upon submit http://twitpic.com/1fjap1

Glenn Batten

Top 10 People to Follow on Twitter for Australian Real Estate Agents – 2010 Q1

Top 10 People to Follow on Twitter for Australian Real Estate Agents – 2010 Q1

There are quite a few lists out there of people you must follow on twitter if you are a real estate agents but they are all skewed to a US audience. So I decided to create  a top 10 list for Australian Real Estate Agents to follow. I quickly found it pretty difficult to limit this to just 10 people to follow.  So what I decided to do is a quarterly top 10 list.

With the first quarter of 2010 just screaming past us already this initial list will be slightly retrospective but the next list will be better timed.

So here in no particular order is the first Top 10 People to Follow on Twitter for Australian Real Estate Agents:

  1. @RPDATA
  2. @realestate_au
  3. @RealEstateUncut
  4. @Domaincomau
  5. @nik_nik
  6. @BusinessTwo
  7. @inmannews
  8. @retomato
  9. @RealEstateSoft
  10. @jburslem

If you think you should have been on the list or know somebody that should have been dont despair. They will probably show up in the next list or the one after but just to make sure suggest them to me @glenn_batten

Edit:  All the top 10 from this list, and future lists can be found in my Twitter Listhttp://twitter.com/glenn_batten/top-10-for-aussie-agents/members

Disclosure: I created and maintain the Australian Real Estate Software website which is a directory of Real Estate Software and Internet Solutions for Australian Real Estate Agents. The twitter account listed as number 9 @RealEstateSoft broadcasts new additions to the directory.

Glenn Batten

10 Things I Absolutely Positively Love about Facebook, Twitter and LinkedIn

10 Things I Absolutely Positively Love about Facebook, Twitter and LinkedIn

Just to provide some balance to the Hate Article.

  1. There is absolutely nothing in this world like Facebook for connecting with all your old friends. The most successful people in real estate truly understand that networking is one of the real key’s to this industry and setting up a Facebook profile is drop dead easy thing to do to take advantage of it. Most of your old friends probably did not even know you were in real estate anyway. In sales the BIGGER YOUR SPHERE OF INFLUENCE THE BETTER.
  2. Facebook and Twitter are truly opt-in marketing. There can be no chance that you can ever have provisions of the the privacy act thrown at you as they chose to follow you and they still WANT TO HEAR FROM YOU.
  3. Testimonials are like gold for real estate agents and Linkedin allows you to write and receive business testimonials from other members. Testimonials that you approve become part of your profile for everyone to see. WHO DOES NOT WANT ANYMORE TESTIMONIALS?
  4. Ensure your following the right people on Twitter as it is simply the best barometer on the real estate industry. Everyday you will get the latest training tips, strategies, news and commentary and all in just 140 characters each. On Twitter follow few and follow quality and YOU WILL BE REWARDED. Try to follow too many and it all just turns into noise.
  5. Networking with others in and associated with our industry is just as important as networking with potential clients. When you are looking to contact someone you have never met Linkedin shows you who in your network already knows them and how. Linked in allows you to BUILD RELATIONSHIPS AND CONNECTIONS INSIDE THE INDUSTRY.
  6. Twitter Search is a fantastic way to keep abreast of just what people are saying about your company, your brand or a recent advertising campaign. You get to see exactly what consumers are TELLING THEIR FRIENDS ABOUT YOU.
  7. If they find it interesting or worth sharing,  your friends and followers will spread your news for you when they retweet, comment or like something that you post. The power of social networking is INCREDIBLE WHEN IT GOES VIRAL.
  8. Tweets are now integrated live into the Google Search Engine Results Pages. Facebook Fan Pages and Twitter Lists are now in the Google Index which makes setting up a Twitter Account and Facebook Profile the EASIEST SEO ON THE PLANET.
  9. If you dont like someone or they are posting or tweeting rubbish… you can just DELETE THEM!
  10. Twitter, Facebook and Linkedin are 100% FREE…  at least for now.