Wanjiku's Take...

• Why has Twitter failed to hit with Kenya's big companies?

  Posted: September 15, 2010, 8:08 pm by rebecca

  Why is twitter not a hit with Kenyan corporates?

  Kenya Airways was one of the first Kenyan companies to open twitter accounts, its account was even verified. Soon, other bigger companies like DSTv realized the benefit of the forum and set up accounts.

  It was nice to see Kenya Airways responding to questions on twitter and doing their usual marketing stuff. DSTv took a bit of a laid back approach but its presence meant that bigger brands were seizing online opportunities.

  But that has changed, Kenya Airways is no longer updating or responding to questions and DSTv preferred to close its Kenya accounts and operate under its South African arm.

  So, what is the problem, why can't big companies sustain their twitter presence? Here are some of the reasons:

  Cost; big companies hire Public Relations agencies to manage their external image, most likely, the cost becomes too much and the company thinks that it can hire an internal communications person to handle the account. In many cases, the communications person has other responsibilities and many not be an expert on engaging through twitter and how to turn online enquiries into sales.

  The idea that people are not online; have you ever written an email asking about a product and the response comes a day or two later? Many companies have not appreciated the rising numbers of online communities. Its even harder to convince the company executives that there are many twitter users that would warrant professional services.

  There is still a notion that more people want to visit offices and make enquiries than online, which is wrong. We can draw parallels from M-Pesa, people do not want to travel distances and wait in queues if the answer is a click away!

  Honesty; what happens when an unhappy customer/client rants on twitter? In the case of Kenya Airways, the guys updating the account would always get to the root and update the person concerned; if the flight was cancelled, they would say and apologize. In some cases, the account was too honest, telling you all the things you know but the management would want to update.

  Many companies see the need to "manage information" which is another word for being economic with the truth or massaging the truth. So, when you respond to an angry or pissed off person on twitter and say that we will do better next time, it might be seen as a sign of weakness, the management would probably like it if you kept quiet or made it look like its the fault of the person complaining, after all, we don't like people who complain.

  There maybe other reasons why giant corporates in Kenya have not embraced twitter but am hoping they will get back to their senses.

  
  

• Why Facebook Zero is getting more people online....

  Posted: September 14, 2010, 8:09 pm by rebecca

  Last year, Facebook announced that it had partnered with MTN to provide Facebook access to mobile phone users at no cost; meaning that even if your phone has no credit, you get to send emails and other stuff via facebook.

  This year, Safaricom announced that Facebook access will be free to its subscribers. The Safaricom portal has been free but I doubt many people were using it.

  For people with internet access or means to access, such an offer doesn't sound attractive, after all, many of us think Facebook has become a bit too much and idlers are there too.

  But think about it, I have received facebook friend requests from poeople who previously did not have an email address and could not text, preferring to call and pass the message. The ideas of interaction and the unsolicited personal information has attracted many people who would want to catch up but cant because of one reason or another.

  Like in my village, many more people are on facebook than you can imagine; they catch up online then meet to laugh at what the other had written as their status message and for those who dont know how to update, it becomes a lesson.

  So, why is Facebook becoming more common apart from the cost issue? It is a perfect forum to catch up and for those who love gossiping or passing on information, it becomes a good market place.

  But apart from that, accessing facebook at no cost is likely to increase the number of people online and the next step will be for people to learn how to leverage on the number of people online to market their goods and services.

  Long before facebook was zero, online dating and singles camping trips had made use of online communities who would love to hook up and enjoy the anonymity provided or just the chance to meet new people.

  So, businesses seem to have developed through facebook but are we likely to see an explosion of businesses making use of facebook as a market forum?

  
  

• CCK reacts to red number urban legend

  Posted: September 1, 2010, 2:04 pm by rebecca

  Yesterday my bro came to me with a funny story of a red number calling which meant that you die at 1 am or something like that. I grilled him how the number would predict my death and he said he was being nice to the sister.

  I laughed and reminded him of the movie one missed call, which had a similar story. He indicated that the story was going on Facebook and I can imagine it has spread very fast. I though it was only him.

  But this morning someone raised the issue on a mailinglist and I wondered whether they were serious. Well, it seems am the only one not clued in because the Communications Commission of Kenya has just issued a statement to that effect.

  I must say I am impressed by the way CCK has been responding to issues nowadays; from managing price wars to determining dominant player status in the telecoms industry, seems they are alert and I think it can only get better.

  It also shows CCK is committed to ensuring the broadcast media exercises caution because it has reacted fast; maybe to cut the fear mongering. Maybe in hot political times, CCK will say that it acts all the times, whether political or otherwise.

  Anyway, here is the press release from CCK....

  The attention of the Commission has been drawn to SMS and email messages that are doing the rounds in the country warning mobile users against receiving calls from unknown or certain listed numbers. The messages further allege that receipt of calls from either the unknown or listed numbers would cause “brain haemorrhage due to high frequency”.

  Upon analysis of the messages, the Commission has established the warnings are a hoax generated by unscrupulous people bent on causing fear and despondency among members of the public. The listed numbers are non-existent as mobile, fixed or international calls. In addition, the alleged haemorrhage due to high frequency has no technical basis whatsoever. The Commission, therefore, wishes to urge the public to ignore these messages and go about their business without any fear. The public is also advised to avoid fuelling the fear by transmitting the said messages to friends and family members either through SMS or email forwarding.

  The Commission also wishes to call on the media, particularly FM stations, to exercise responsibility and avoid fuelling fear and despondency among Kenyans by dwelling on these baseless rumours.

  We further wish to warn the originators of these messages that they are in breach of the law (i.e. Section 29 of the Kenya Communications Act, 1998). The Commission is already in contact with law enforcement agencies to ensure that the perpetrators of this crime are brought to book.

  
  

Blah blah blah

Fish cakes

Alas a fish cake.

Yet more fish cakes

Guess what ... yeah ... fish cakes.

The end of the fish cakes