googletwitter1

Are you one of the Google 162?

That’s the number of people Google follows on @google. Or are you one of its more than 1.2 million followers? The list includes some pretty influential people like Jeremiah Oywang from Forrester Research, Jen Preston, the social-media editor of The New York Times, Erick Schonfeld, co-editor of TechCrunch, and Kara Swisher, columnist, BoomTown, AllThings D.com.

To be sure, @Google is not Google’s only Twitter page; there are many others including @GoogleTutor (following 4,595) @googlereader, @AdSense, @googlenews. But the Google 162 does bring to light company follow practices on Twitter.

If the name of the name is engagement, there is no way @Google could actively interact with 1.2 million followers even if none of them was a spammer. And its mission is to provide “News and updates from Google.” So it makes sense that most of the people they follow are members of the media.

Google’s following/follower ratio is the most dramatic. As a basis of comparison, I went to Charlene Li’s new analysis and checked out the most engaged brands in the social media space. Dell was given a NA, because they do not have a primary @Dell Twitter page, but use many others to reach their customers. When asked about their follow policy, a Dell spokesperson said that they “do not have one on who we follow. Anyone could be customer or potential customer.” And by sheer numbers, Starbucks is the biggest follower of the top 10 brands on Charlene’s list.

Twitter Activity of The Top Brands

	Brand	Following	Followers	Updates	Most Recent
1	Starbucks	86,319	262,719	2,464	28-Jul
2	Dell	NA	NA	NA	NA
3	eBay	17	1,731	57	27-Jul
4	Google	162	1,227,523	537	28-Jul
5	Microsoft	101	14,040	96	28-Jul
6	Thomson Reuters	8	1,354	37	27-Jul
7	Amazon	12	5,402	224	24-Jul
8	Intel	386	3,640	314	28-Jul
9	Yahoo	445	19,122	873	28-Jul
10	BlackBerryCool	10,387	10,175	3,287	28-Jul

So what is your company’s follow strategy on Twitter? Follow some, follow all or follow none at all. Follow those who follow you, engage with you, or have something relevant to say? And what happens if you decide to stop following someone? And as an individual or customer, do you want to followed (or tracked?) It is either very flattering, very intrusive or the best way to send direct messages.

Your answers should reflect your company’s strategic purpose for using Twitter in the first place. They should be as important as who controls the content, how often you tweet and what you tweet about. As far as I concerned it goes to how you want to engage your customers and the public at large.

The subject has come currency. Robert Scoble has explored the topic and believes that “2,000 is his cut off for intimacy.”

Don’t tell that to Zappos Shoes (403.5464 following/1,046,122 followers) and Comcast (25,895 following/24,565 followers). Their engagement is clearly very different from Google’s. For them, Twitter is a customer relations tool and marketing platform respectively.

As Frank Eliason, Comcast’s director of Digital Care wrote me, “Our follow policy is based out of respect for those taking the time to follow us and it allows customers to send us a direct message, which for many is their preferred method to contact us”

For some added perspective, I went to the Twitter 101: A Special Guide for businesses that Twitter recently issued. It includes case studies and covers the basics such as how to get started and basic terms. Here is what they had to say about following on Twitter.

3. Find highly relevant people and companies to follow.

Whether or not you chose to follow anyone in the sign-up process, now’s a good time to search for people and companies of specific interest you. Use the search box on your Twitter home page to look not only for people talking about your company, brands and products, but also for partners and mentions of key terms in your sector. When you find interesting messages, consider following those accounts. No need to worry about the number of people you’re following—just follow a few whose updates you really want to read, say hello and let conversations grow.

On my Twitter page, I have more followers than I am following. That is a good rule of thumb. You should follow those who provide useful information or with whom you regularly engage. (Another a rule of thumb, no link in the profile, no follow.) It saves me the trouble of following bogus sites.

Ultimately, I think following is about building relationships and sharing information. Regardless of how expansive you want to be, it is important to reach consensus on your follow policy before you begin tweeting. It will help define your intentions and purpose on Twitter. I also think that your policy should be public and accessible from your company’s Twitter page.

Let me get back to you.

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Post Tags: @google, Charlene Li, Google 162, The 162, top social media brands, Twitter 101, Twitter follow policy

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Comments ( 3 )

If you aggregate all of our Twitter accounts (personal, informational and offers) Dell’s numbers also exceed 1 million followers, for info.

RichardatDell added these pithy words on Jul 29 09 at 10:32 am

2000 as a cut off point still seems large to me. I guess it depends on what level of interaction you are looking for. At the 2000 point, i can still imagine that a lot of good stuff gets missed.

mat added these pithy words on Jul 30 09 at 2:59 am

Mat

I am with you. 2,000 seems a bit much. But many people are not using it as a way to follow people, but a way to engage when they want to use direct message.