The Key to Silence

We can all agree that communication is key but there is a point when silence also is. But how do we use the social media to understand customers and why it is important for them to communicate with us.
    With such a diverse workforce it is important to have an advancing attitude but there is right and wrong way to do it.  According to Sonia Alleyne, studies show that being more silent in the workplace can be “detrimental to your advancement in the company”; however, there must be a balance “being overly expressive can derail your ambitions”. The first advice given is not to act as if everything is a battle, and have an it is me-against the world attitude. To be silent gives you perspective, gives clearer insight, and shows maturity.
    This is an important point within the company, that sometimes communication consists of knowing the appropriate situations to be silent. But, customers are not as likely to be silent with the power of the social media and when satisfaction is not met. As management approaching the social media is important because according to Moe, Schweidel, and Trusov, “customers who are more positive and less involved tend to stick to the sidelines, while customers who are more involved and more critical take their place.”. They stress how management should not be overly concerned with  online reviews and negative comments because the customers with a bad experience is more likely to vocalize it versus the person who has had a satisfying experience.
    Silence is tricky in the world of business because a majority of the time it is frowned upon and a small amount of the time it is best. As management we must learn to  use silence effectively” and efficiently as a tool. However, when it comes to our customers we need to encourage communication with us because the social media does have the power to negatively effect the company. Remembering that the minority of customers will vocalize their satisfaction and a majority will vocalize their dissatisfaction tells us there is no need to overact towards negative feedback because that can become costly!

Alleyne, Sonia. "Hush!" Black Enterprise - Your Resource for Career, Money, Small Business, Lifestyle, Experts. Black Enterprise Magazine, 25 Oct. 2011. Web. 25 Oct. 2011. <http://www.blackenterprise.com/2011/10/25/hush/>.

Moe, Wendy W., David A. Schweidel, and Michael Trusov. "What Influences Customers’ Online Comments." MIT Sloan Management Review 21 Sept. 2011. MIT Sloan Management Review - The New Business of Innovation. Massechusetts Institute of Technology, 21 Sept. 2011. Web. 25 Oct. 2011. <http://sloanreview.mit.edu/the-magazine/2011-fall/53102/what-influences-customers-online-comments/>.