I read a blog post by Linda Vandeverde today at Valley PR Blog about the changing world of old school PR and this new social media covered by the New York Times in regards to PR in Silicon Valley.  So, it got me thinking this would make a good post on my own blog.  See, we’re not talking just Silicon Valley here. This new kind of PR is everywhere, the point Linda makes.

Yesterday I *twittered* that, as I was writing the marketing and PR plan for a new client, I realized that the days where social media had its own section in the plan are gone.

Instead, we are motivated to reach specific audiences in support of various strategies by incorporating both the real and virtual worlds. Why? Because people are having conversations instantly and shaping the way we think about other people and brands every single moment.  But haven’t we always done this? Of course.  But now, technology gives us the opportunity to share these conversations with others, around the world, instantly.  Not just with a few friends over long stretches of time.  Instantly.  Now that’s a helluva word. Instantly.

Social media–this hybrid between print and verbal communication– is fascinating.  Just this weekend, out with friends, many of them were taking pictures and posting them to Facebook, real time, and talking about where we were and what we were doing. All the while, they were mentioning the name of the restaurant and commenting on the experience we were having. This was all to the benefit of the restaurant whose owners had no idea we were talking about them.  Basically, free PR and advertising. And who doesn’t want that?  Hold that thought.

So this got me thinking: how will this new social media affect not just PR but customer service and experience marketing?  Is anyone thinking about that?  They should.  Because, the stakes are higher. Here is where every second you interact with your customer is more important than ever.  You can’t afford to give lousy customer service.  You have to back up your product and service and make the whole experience fun. Memorable.  Something to talk about.  Are you doing that? Are you sure?  Every second?  Every employee buys into that idea? Why?

Because that diner over there in the corner, the one siting by himself, is talking about you right now…with thousands.