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Here’s another great case study for corporations successfully using Twitter: The Home Depot. Do a Twitter search for @TheHomeDepot. In recent days, you see a flurry of tweets with tips, suggestions, and pointers to Web content about preparing for hurricanes. Rather than approach the community as something to be ‘engaged’, the company is using social media to connect directly with people who need good, reliable information quickly.
Here’s why it works:
The language is clear, direct, and personal. It’s a total soft sell. You never read anything close to “buy this” or “we’re great.” Twitter has become an invaluable resource for spreading information quickly in times of disaster. Home Depot recognizes that it has a role to play, is stepping up, and participating as a member of the community.
Credit and kudos to Sarah Molinari, Home Depot’s Corporate Communications Manager. She tweets at @TheHomeDepot and really “gets it.”
Learn more:
Disclosure: The Home Depot is a member of the Blog Council, where I work as the community organizer.
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Comments
Just goes to show you how quickly these sites are driving adaptation to real live current events thanks to their enthusiastic users.
Posted by: Imagine Wellness | 09.08.08
I'm glad to see that companies are adapting and learning that twitter is a great tool when used correctly and home depot has set a fine example! Comcast Cable is also doing a great job @comcastcares.
Posted by: Richard Kannegieser | 09.08.08
I think it's just part of a growing trend among marketers. As consumers feel bombarded with advertising thus and tuning out in droves, we as marketers have to find a "back door" approach to get our message across. Twitter is definitely a great tool and HD has used it brilliantly.
Posted by: Dawn | 09.09.08
CORRECTED COPY: I think it's just part of a growing trend among marketers. As consumers feel bombarded with advertising and thus tuning out in droves, we as marketers have to find a "back door" approach to get our message across. Twitter is definitely a great tool and HD has used it brilliantly.
Posted by: Dawn | 09.09.08
There's also a very practical bit of work going on here, too.
The hurricanes knocked out a lot of the power down in that part of the country. But people still had charged up cell phones that could connect to the Internet (and Twitter).
I didn't articulate this in the post, but I think the point here is that it's not about the technology. Home Depot is 'doing well by doing good'. They're putting themselves -- and the brand -- out there and performing above the board service to their customers and the community. It's marketing diguised as customer service, and to echo what Dawn said, it's brilliant.
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312-932-9000 / michael@blogcouncil.org / twitter: merubin
I am a Blog Council employee and this is my personal opinion.
Posted by: Michael E. Rubin, Blog Council | 09.09.08
Thanks for sharing this. It is definitely a great example of HD connecting with its customer with invaluable information at a critical time. Look forward to hearing more about this. Thanks again,
Posted by: Kevin Donnellon | 09.15.08