…or not.
As part of my new role I’ve been gathering together a list of all the various Social Media projects that EI is involved with, and identifying a key contact for each. Part of the portfolio includes our Company Profile on LinkedIn – the Profiles are auto-generated from a feed LinkedIn gets from BusinessWeek, and there is also an option to edit a limited set of the information. The Company Profile is a vital piece of marketing real-estate: for some companies (particularly start-ups) it might be the first interaction they have with a potential business partner or buyer, so it’s important that it accurately reflects a company’s image.
According to the LinkedIn Customer Service Center, anyone with a valid company email address (how is this decided?) and a current role at the company has access to update the Company Profile. I was surprised by this, and presuming that there must be some mechanism to lock down access to editing the Profile, dropped LinkedIn customer support an email asking them. I mailed them on a Friday, and with no response by the following Tuesday, gave them a little kick (and a sly dig). They replied late Tuesday evening, and pretty much told me what I had already read at the LinkedIn Customer Service Center. I wrote back expressing my disappointment, and queried whether they intended to even introduce some some of alerting system, an email alert or RSS feed that would let you know when the information had changed. I was thanked for my suggestion, and they further recommended that I subscribe to the LinkedIn Corporate Blog so that I would know if they ever implemented my ideas.
It’s not a huge issue (there’s a list as long as you’re arm of other gripes people have with the LinkedIn UX over here), but it’s a reasonable enough request for someone to be able to have some measure of control over information pertaining to their company: failing that, getting the heads-up that someone may have changed the information. LinkedIn don’t appear to have a great reputation for listening to customer feedback, and they certainly weren’t jumping out of the blocks to respond to my query either. They’re obviously the dominant player in the sphere of professional social networking at the moment, but there are plenty of new start-ups (here’s two based in Ireland: Weedle and LoopThing) looking to take a piece of the pie if they don’t keep their existing customers happy. Adding new apps and an API is all well and good, but if you stop listening to your customers, they’ll stop talking to you.