The lecture this week talked about moderation and how low touch initiatives can be the best for addressing our audience. It seems as though the lecture is trying to display the fact that our ethics for any given situation can remain the same, but the way that we approach situations can be different. We have to understand who our users and followers are on various platforms and use that knowledge to best address them and situations that may arise with them. We have to address their concerns without burdening them with too much information.
This concept reminds me of some of the work I did when I was studying mental health counseling. We were given a series of questions and responses to ask our clients that were designed to get them talking to us. I had a problem with this concept and would often like to self-disclose my own situations in an attempt to relate to the client. The client would certainly engage with me, but I was marked low by my professors because I had discussed things that did not necessarily need to be discussed in order to yield the same results. I was not speaking with moderation.
Moderation also needs to take the platform into account. The easiest point to make about this is the character count restrictions on Twitter. If a customer were to complain on this platform, we only have a brief response in order to express the fact that we are listening and would like to collect more information about their experience. On Facebook, this is not a problem. We have more space to respond and we can begin to make our corrective actions apparent even on our first interaction with the complainer. Other platforms will have their own considerations for making an effective response to a disgruntled client.
What I found myself reflecting on the most about this lecture was whether or not I thought using moderation was also a good approach when addressing clients from a marketing standpoint. I certainly think various platforms take moderation into account when devising certain strategies; and things like repeat posts become more acceptable on platforms like Twitter where posts can be so fleeting. Tips for moderation were also given during the lecture and seemed rather similar to marketing tips in the same arena. Advice like “acknowledge funny posts and posts that move the discussion forward” and not posting while angry can also be very strong marketing strategies that can yield best results. When marketing to clients, I certainly think there is a similar balance between showing them what we want them to see and not over burdening them with our content.