Posted by Rebecca Snyder
Since I have been out of the field of technical communication for the last 15 years, this week’s readings framed my understanding of some of the changes that have taken place since I left. It seems there has been a major shift to all things digital. While I have no work experience in the field to share and relate to this week, I did find that I was able to relate my direct sales experiences to those of my mom 25 years ago. Much has changed, and the shift has seemed natural and easy. As a matter of fact, I am quite thankful for many of the changes and I am beginning to see that, while I have not been a professional writer over the last 15 years and I have not had experience with the changing publishing software, I have certainly kept up with the changes in digital and social media by virtue of simply keeping with the times.
Twenty-five years ago, my mom decided to begin selling Mary Kay Cosmetics on the side to supplement the income from her full-time retail management job.
I was fourteen and she would often enlist my help in handwriting her party invitations that she would give to friends in the mall where she worked. She personally handed out each invitation and answered any questions the guest may have. She also asked that each one RSVP if they planned to attend. The night of the party, she would usually have each person that RSVP’d show up, occasionally with a friend, but not often. In the end, she had a small circle of friends who purchased their make-up from her. After a few years, she lost interest in the business and became more active in her full time career and that was the last I heard of direct sales until I was an adult, married with children, who had decided to put my career on hold.
As soon as I entered the world of direct sales, I knew much had changed since the days of helping my mom with her Mary Kay party invitations. My business is done almost completely online. My invitations are events that I create on Facebook through my business page and share with my customers or give to my party hostesses to share with their friends and family members (see section “More on Facebook Events” below for my thoughts on this aspect). My actual parties are done via my phone camera and broadcast as a Facebook Live video. Gone are the days where my mom would spend hours cleaning the house and baking treats for her Mary Kay guests. I go into my office, put a photo screen behind me to block out any mess from the day and keep my video background clean and focused, and hit “go live.” I am also not limited to an audience of my friend circle and their friend circles. My reach extends across the US as people share my video with their own Facebook friends and family. While I find myself having some nostalgia for the “old way” and that “personal touch,” I admit that my business is much more successful than my mom’s because I am able to reach so many more customers due to the way I use social media to conduct my business.
I am also constantly looking for ways to use social media more effectively for my business. As things continue to change in the world of technology, I often find that something that “worked” for me last month has stopped drawing the same response or interest. That is when I go searching for answers online. Check out this blog post I recently found: 42 Facebook Post Ideas from Businesses Who Know What They are Doing. Fellow Students – I think it could also be helpful as we begin to write our final papers for this course.
More on Facebook Events
Facebook Events seem to be the social media preferred way to invite people to do almost anything. It is simple in that the host just creates an event, fills in the details, and invites most of their Facebook friends list with the click of a few buttons. To see just HOW easy, check out this quick YouTube Video on How to Create a Facebook Event. The drawback? Those invitations have lost that personal touch in a way that seems to be affecting the outcome of the event. While wedding and graduation invitations are still sacred and more personal (usually snail-mailed), I receive about fifteen invites on Facebook each week to join a direct sales online party, to come to a friend’s child’s birthday party – even to attend our family Thanksgiving dinner!
In chapter 4 of Spilka’s “Digital Literacy for Technical Communication,” authors Salvo & Rosinski discuss Johnson’s (1998) research and ask us to,
“Consider memos, parking tickets, wedding invitations, white papers, and reports for decision making: each of these genres carries part of the message in visual design and physical presentation. The design indicates a range of possible responses to the text. One can accept or decline an invitation…Johnson reminds technical communicators of the power of inherent design and presentation: while innovation is possible, it comes at a cost. Innovative documents man not carry with them clear boundaries for readers” (p. 108).
This paragraph resonated with me especially as I considered the part about how, “One accept or decline an invitation…” (p. 108). Facebook events are so impersonal and so generally disregarded by most people that, often, invitees will click “maybe” on an event and never show up.
Maybe they never intended to show up, maybe they had some interest and lost that interest before the event, or maybe they forgot. Whatever the case, Facebook events are notoriously inaccurate when it comes to any kind of RSVP or guest count abilities.
In my business, I will create an event for my customers who wish to host a party. That event links me with their friends so they can invite and I can share what this party is all about and how they can go about shopping. While this method of inviting is convenient (most of my hostesses live across the country), they aren’t always the best method when it comes to getting friends interested and to actually attend the Live party. So many hostesses will complain after the party, “My friends said they were coming and only x showed! I can’t believe it!” Well, I can. It happens every time.
Another ongoing issue with Facebook events is that sometimes the invitees never see the invitation. Recently, a dear friend invited me to her son’s birthday party via a Facebook event. I never saw the invite. She called me a week after the party saying that they missed me and I was totally clueless. Technology is awesome, but nothing beats getting a small, hand-written birthday party invitation in the mail. It shows me that I wasn’t an afterthought to my friend – or part of her, “I’m in a hurry, click, click, click” guest list, but instead I am a treasured friend for whom she made time and gave an effort to invite.
While I am appreciative of technological advancements for business purposes, I wish it wasn’t also taking over in regard to the way we communicate with true friends and family. Where are we going to draw that line?
Posted by Rebecca Snyder
Before I discuss crowdsourcing and its necessity in my social media based, direct sales business, let me give a bit of background. I work for Vantel Pearls as an independent consultant and team leader. This company began as an in-home party sales company much like Tupperware or Thirty-One Gifts. However, with Facebook’s invent of the Live Video Streaming feature, Vantel Pearls consultants began to take their parties from the living room to the live video platform, thus allowing them to reach an audience well outside of their local social circle.
During my live videos, the customer makes a purchase, selects the oyster they would like to open, and I shuck the oyster, live, to reveal the pearl inside. That pearl is then sent to our home office to be set into the jewelry piece they selected and they will receive their jewelry in 2-3 weeks via US Mail. It may seem simple – Hit the “Go Live” button and voila, everyone in the USA sees your party, hops on, and makes a purchase! Right? Well, no. As a matter of fact, Facebook algorithms make it virtually impossible to reach more than a small handful of even your Facebook friend’s list, much less those outside of your circle. This is what makes crowdsourcing so important in my business.
Mary Chayco’s book SuperConnected: The Internet, Digital Media, & Techno-Social Life discusses crowdsourcing in depth in Chapter 4. She says, ” Online attention can take the shape of a single glance at a photo or a more active step: a like, a follow, a share, a comment” (76). It takes time and effort to build a social media presence. My business began with my local social circle and a select few of my Facebook friends who had interest in the product and experience I was selling. I encouraged those friends to host a party with me; they became the “hostess” with the promise of earning free jewelry based upon the purchases made by their friends and family (their circle). They invited these friends and family members to the party and by doing so, increased my “circle” a bit more.
During my live parties, I spend time engaging with my customers and making sure they are having fun. I wear silly hats, play games, bring on special guests and offer prizes to buyers as well as to people who SHARE my video on their personal pages.
By having them comment a phrase with the hashtag sign in front of it (#Just1morepearl), I am able to randomly choose a “Share Winner” though FB feature called “Woobox.” I ask that they make all shares public so that I can verify the share was made once the winner is chosen.
Mary Chayco says, “This is, indeed, a kind of economy, and it is one that has come to matter to many of us. Attention is attracted as something shared is acknowledged online. A kind of compensation follows in the form of likes, follows and comments. More tangible rewards like social connections, jobs, and money can even follow” (76). Facebook allows me to keep track of likes, shares, and follows via “Insights” that can be found on my Facebook Business Page. It keeps track of the trends week-by-week so I can see the ebbs and flows in the number of people who are seeing and interacting with my page.
Mary Chayco points out that, “Attention online is subject to increasing returns. That is, the more one has of it, the easier it is to get more. …To succeed in such an economy, it helps to create or re-mix attention getting content and then to rapidly capitalize on bursts of attention as soon as they occur in hopes they will follow back and engage in return” (76). This is something I find myself doing often. When I change the times I go live, or the prizes I give away on a given night, sometimes my live viewers will jump dramatically. When they do, I immediately take that cue to mention liking and following my page, joining my VIP group, or signing up to receive my text notifications. I rev up the energy, start singing – anything to get those people to take it one step further and like or follow my page in hopes that they will, over time, see me pop up in their feed and ultimately, become interested enough to make a purchase.
However, all of this has been more that I can do alone. Around Christmas, I enlisted the help of four “Admins” to help me run my Facebook Business and VIP pages. These four individuals are responsible for making posts to increase interaction on my pages during times when I am not live, booting trolls from my live videos who, as Mary Chaco describes them, are “individuals who… “hijack”…and provide extreme, irrelevant responses in an attempt to pull focus away from the…original intent” (74), and sharing my live videos in groups to increase viewers. I suppose you could say I outsourced crowdsourcing.
In March, Vantel Pearls sent me to Rivera Maya, Mexico in an all expense paid trip for being in the 125 top in sales. My gratitude went to my customers, because, without their constant shares, post interactions, and purchases, I would not have a business. While I am certainly not famous nor the absolute top seller in the company, I count my business a success because of my customers’, Admins’, followers’ willingness to share me with their friends and family – their willingness to crowdsource!