OK, you all know I’m Google+’s biggest fan, right? For the past five months I’ve poured almost all my time into my Google+ account, which has paid off with a fun community and a lot of followers.
But yesterday Google+ rolled out brand pages. Here’s all the relevant news about that on Techmeme.
I wish I had never heard of them.
Well, when you work for a public company anything you post as a representative of that company needs to be done very carefully (I work on the media team at Rackspace, going around the world studying the bleeding edge of the technology industry). The problem is that there’s no editorial tools for anything posted to our Google+ account. Google+ brand accounts are woefully inadequate for public companies’ needs. Let’s discuss some of the limitations:
1. Only one person can “own” or “post to” an account. There’s no way for a social media team, or a customer service team, to split up duties. Heck, and that’s assuming that only one team inside a company will want ownership of such an account. What if the marketing team wants to post to the team owned by the customer service manager?
2. If one Gmail account was used to build the public account, and it’s shared between multiple people, there’s no way to know who is posting to that account.
3. If there are rules against posting inside a company to a company account without getting several people’s approval (as there is within Rackspace) it makes it unbearable to post content that has any “life” in it. Why? Because there’s no process for signoffs, so now we’re stuck coming up with some new publishing system that isn’t built into the tool itself.
4. There is no way to add Team members to this account without getting them to follow the account first.
5. There’s no way to see who is following such an account if you are the owner. (UPDATE: some people say I can see this, but it’s hard to find).
6. It is extremely easy to post something by accident to your company account if you are the owner. Just ask Google employee Steve Yegge about that one.
7. If I, as owner of the Rackspace Hosting account, were to die tonight for some reason, how would ownership get transfered over to someone else at Rackspace?
So, let me get this straight, only one person, working on one team, can post to a social networking account? So, if the brand needs to say something to customers in a high-touch, high-service business like ours (we have customer service people posting and answering phones and talking on chat 24 hours a day 365 days a year) they will need to wake me up to get me to post something? Really? Google, did you really think this through?
Yes, Facebook didn’t have those features for its brand pages at first either but then when Facebook first came on the scene no one thought they would use it for business. Heck, when I first heard about Facebook it was still for college students only.
Yesterday I registered Rackspace Hosting thinking “of course they have features to let me transfer the account to other people, and of course they have features to let me add other people as managers.” After all, it’s been five months since Google+ launched and I figured that Google had worked with big brands to make sure that those features were there.
But when I was signing up for the brand page, was there any warning that “hey, you will be the only one allowed to post to this page right now.” Nope.
It was quickly added to Google search and then it was too late to turn back.
But now I’m realizing just what a mess I stepped into. I now have to be extremely careful about what I post to that account. I have to even be very careful about who that account follows (already I added two people and their posts are showing up on the feed, which means that whoever I add can probably mess up someone’s experiences in the future). Not to mention that I can’t see who else works at Rackspace (like I can on Facebook) and I can’t even see who is following the account, so I can easily pick from those people to follow back.
Even commenting on this account is very scary. I still don’t know how to see whether I’m posting as “Robert Scoble” or as “Rackspace.” This is NOT simple enough and if it’s scary for me (someone who has posted thousands of times on Google+) I imagine it’s terrifying for some junior employee who is getting whipsawed by corporate policy and politics.
Because there’s no way to work on a publishing process, now I’m talking with my coworkers about using a tool, like Trello, to build a publishing process so that there’s some way for us to figure out together what to post (we also use Salesforce Chatter). Not exactly what I wanted to be doing this week. But I started one anyway.
Even worse, I’m up early this morning to upload a video, with the founders of New Relic (very cool new company that our customers will want to know about) and now I have to decide where to post that content. Do I post it to Rackspace’s new account, or do I post it to my own personal account? Or do I post it to both (which will look spammy to customers who follow both of us). Yet another reason why I wish I had never heard of Google+ brand accounts: I can’t post content to multiple places. Grrr.
Did anyone really think these things through? Why did they take five months to get done?
Anyway, this is just a way for me to tell anyone thinking of signing up their company for a Google+ brand account to think twice. You might, because you signed your company up for such a thing, get saddled with an entirely new job that you might not like one bit. One that you’ll find that Google didn’t equip you for success in.
UPDATE: of course we’re discussing this over on Google+ too.