Gw Getting Social Media Right? Yeah I was surprised too!
This was going to be a rant about the Digital Editions that GW are currently putting out – there still might be one brewing inside me – but for now I was, frankly taken aback by the high level of both engagement and speed at which I received a response from GW when I decided to ask (complain) about the Iron Hand supplement.
Some background: GW shut down almost all their Facebook pages and the like when ‘Space Marine-gate’ happened. Essentially GW tried to claim they owned the term ‘Space Marine’. Of course this is rubbish and rightfully they got a bit of a thrashing on facebook and twitter. Now of course they took the high ground and admitted their error… nah just kidding they threw their toys out the pram and removed all their social media channels. All their central pages were removed and their presence reduced to just the store specific pages.
Slowly of late we’ve seen them creep back out on facebook with their digital editions page. On the right you can see my question and quite frankly a well thought out response – I was shocked. I really expected it to be deleted. While the page isn’t perfect by any stretch of the imagination GW are (at least seeming to) get the hang of interacting with people on the internet.
This is what econsultancy.com had to say:
Here’s how Games Workshop transformed a social media liability into a successful community page:
- Conversational. Customers can post new topics. The page owner(s) also post customer content that has been submitted to them – along with a nice compliment and explanation of what it is. There is a genuine two-way dialogue between customers and Games Workshop.
- Responsive. Customer questions are answered in good time. Almost all receive a response within a few hours.
- Engaging. The page manager engages with customers in a respectful language and tone. Official responses come from ‘Eddie’ so they feel personal.Eddie uses good humour with genuine respect for the question. There is a sense that he is a fan of the products too, so the community feels like a fan page run by a peer, with the added bonus that it’s 100% official news rather than unofficial rumours.
- Informative. Eddie’s a delightful tease, regularly releasing snippets of information about upcoming products. It’s somewhere to repeat visit and delivers content customers want to see in their Facebook feed.
- Socially driven. Fans are encouraged to recruit other fans. For example, on 17 November, Eddie promised to release more teaser content when there were 7,000 page likes.This spread virally across gaming communities’ independent blogs and forums – within days the magic number was reached, and Eddie made good on his promise.