Markets as Conversation — and when you can say shut up

A couple of months ago I started talking about The Long Tail and the Cluetrain Manifesto. Both interesting things. I particularly like the point in the Cluetrain Manifesto about markets as conversations and engaging in conversations with your customer. The end of the corporate press release, or marketing speak … these I see as things that do need moderating.

Well, this week I observed a “conversation” that if it had been a true face to face, undoubtably someone would have said shut up, no you shut up.

Conversations are interesting things. I certainly change my tone of voice when a survey person calls. Blah blah blah, calling on behalf of ____ marketing, are you the woman of the house? The greater the sense of intrusion, the sharper my voice. But I do remember that I’m speaking to a person, not to a feeling-less building, not to a corporation.

It strikes me that email is always the worst form of communication, you can misinterpret tone. It’s so many steps removed from the face to face conversation that people will often say or phrase things in an email that they wouldn’t in person. So in the Cluetrain Manifesto when it talks about markets as conversation, and paying attention to what is being said about you or your company in print, on the web, by bloggers. It seems the “corporate” person is disadvantaged. There is an expectation about what a “corporate” person will say, or what they’ll do with your information, or how they will talk and talk forever keeping you on the phone until you eventually give in and take the damn survey. But what if you contact the company–don’t you expect a response?

Here’s my related thought. When buying something there is the anonymous research stage, then the ok here’s my details buying stage. There isn’t a nice way to figure out what stage a person is in when they contact your company. Some things are easy. Hey you, your product sucks and I want a refund. Personalized contact and an exchange of details is pretty clear. Hey I want your newsletter. Maybe less clear.

How do you approach companies? What types of interaction are you looking for? Are there best practices listed somewhere? Every email marketing newsletter I’ve read, for example, suggests personalizing and segmenting the subscriber list. Do people find this helpful or intrusive? I wonder …