In today's world, news travels fast. Chapter 9 of Measure What Matters talks about measuring and improving relationships in your community. If you have a good relationship with your community, if a crisis occurs, the community can come to your defense. Katie Paine begins the chapter by explaining what your community may include.
Due to social media, there is a new idea of community. It is no longer limited to people and organizations that are close to your business. Today, a community can include anyone or any group that has an influence on your business. Customers, vendors, partners are just some of the aspects of a community.
The other interesting part of this chapter is how your relationship can influence your business or organization. Paine includes an example of how each type of relationship can affect your business. A bad relationship occurred between Amazon and its Kindle user community. Amazon had to delete books that did not have legal distribution rights and ignored the Kindle users. Amazon's chief executive officer had to apologize and admit the wrongdoing to regain the community's trust.
On the other hand, a good community will defend you when a crisis occurs. After Shamu the whale killed its trainer at SeaWorld, People for the Ethical Treatment of Animals, or PETA, formed a Facebook campaign against SeaWorld called "Free All Whales." The Facebook community and Sea World have had a good relationship and that community came to SeaWorld's defense.
I enjoyed learning what about these two things. In the past, it would be limited to people and groups near your business. Now, a community can be much larger. I also learned how important it is to have a good relationship with your community. You may need them to help you out someday, so you want that good relationship.
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