As a rule, Canada trails the U.S. by about two years when it comes to the Web. For example, e-commerce lagged in Canada while it roared ahead in the U.S., and Canadian companies stood on the sidelines for far too long while Web 2.0 became all the rage south of the border.
In many respects, history is repeating itself when it comes to Canadian companies and social media. In the U.S., social media is increasingly become a key part of how companies communicate, market and sell their products and services. In Canada, not so much. Sure, there are a handful of active companies such as Rogers, WestJet and Molson but I would argue they are exceptions to the rule as opposed to examples of widespread adoption.
This inactivity was abundantly obvious in 2009 when the economic downturn was at its height (assuming we’re not heading into a double-dip). In fact, there was so little interest in social media activity that I intentionally didn’t position myself as a social media consultant because there didn’t seem to be enough business to justify it.
Fortunately, this situation has changed over the past six months. A growing number of companies, particularly smaller businesses seeking a competitive edge, are expressing more interest in social media. But we’re not talking about a wave of activity. It’s more of a gentle crest coming over the horizon.
Given the pace at which Canadian companies embrace new online trends, it’s no surprise that social media is following the same conservative path. Nevertheless, it’s still a little discouraging that there’s not more happening, although I remain optimistic it’s only a matter of time.
Any suggestions about Canadian companies – big or small – doing well at social media?
Lululemon has done an amazing job at building a community around their brand. Through the use of city ambassadors they have created a directory of ‘yogis’ around Canada- helping connect like minded people and brand loyals together. They make great use out of all their social media properties, often using them as the foundation of their outreach programs.
Yes, and yes.. It’s funny to think that as a Canadian perhaps we do lag a little behind the US in technology. Being in the technology space myself, I tend not to think that we are behind… However I do agree though that when you incorporate the broader scope of Canadian business, we are a little behind in the realm of microblogs, blogs, and social media.
Generally I find myself following more individuals (twitter/blogs etc) then i do companies. One of my challenges with blogging for my company is to ensure that we provide information to out community and not have the blog appear as a sales tactic, and I think this may be one issues companies contend with.
However is you set out with a goal in mind (i.e. for me it was – updating our community with technology updates, code releases etc.) then I know your social interaction will become successful.
Looking forward to seeing more social interaction with Canadian businesses come online.
AD
Hi Mark,
Since you ask… At TELUS we work hard to listen to our customers and participate in the social media conversation. You can reach out for customer support on Twitter–in French or English–via @TELUSsupport, get news or event updates from @TELUS or @TELUShealth, watch our ads on YouTube, participate in a community on TELUS Talks Business (http://telustalksbusiness.com/) or join TELUS’ 24,000 fans on Facebook. While some Canadian companies might be lagging behind I certainly get the impression that our customers, and Canadians on the whole, are quick to adopt or even lead social media trends. These are exciting times for business as we try to exceed customer expectations.
Dan Schick, TELUS Corporate Communications.
Mind Ground
Assessment Overview…
I found your entry interesting thus I’ve added a Trackback to it on my weblog
…
Cavalletti Communications
Twitter Updates from This Week…
I found your post interesting so I added a trackback to it on my weblog…
I find Dan’s comment above a little odd, other than the cheerleader aspect, which Telus employees are kind of famous for. Watching tweets about Telus or their own stream, the conversation is pretty weak. I don’t think Telus listens to customers well at all and direct, F2F customer service in the lower mainland, is abysmal when compared with Shaw.
And, their recent blatant ripoff of the Old Spice guy in patprefontaine.com was nothing short of horrific. They seemed to be hoping that they’d get some viral web love and instead got skewered. The campaign barely got off the ground and just a couple months later the domain now redirects to telusmobility.com.
Note to Dan. Leave a real comment, instead of a Telus PR piece.
Hi James,
The original post by Mark was asking for who was doing social media well in Canada so I was pointing to some specific examples of TELUS’ efforts in the space. I’m not clear on why you found that ‘odd’ but you bring up two great themes that are really important: 1) Listening and 2) conversation. I know Mark’s discussed each in the past but perhaps it’s worth revisiting on the blog, especially in light of how quickly Twitter is changing as a platform to support these.
Dan