Posted by: cindystephenson | July 16, 2009

GM’s approach to social media gets a “thumbs up!”

GM logo

General Motors was one of the first companies with a CEO blog out of the starting gate when it launched Fastlane in January 2005. The blog has proved an invaluable way to get customer input and market research.

Perhaps because of the volume of comments they have tended not to respond to readers directly in the blog. Despite that, comments continue to stream in to the blog.  (It’s the kind of reach most of us can only dream of -well – me at least.)

I credit GM’s social media success in large part to Chris Barger, GM’s Director of Social Media. And Chris does actively respond to comments.

So when Fritz Henderson announced the new streamlined GM late last week, he began with a traditional news conference targeted at mainstream media. But he then followed that up with a 30 minute WebChat via the Fastlane blog, and a 30 minute live chat on Twitter, from the @gmblogs account. You can view the comments posted to both.

Well known social media thought leader David Meerman Scott, who was initially critical of GM’s digital marketing efforts, has since given it a  “thumbs up”.



  1. Cindy,

    Thanks for the GM shout-out. We’re very fortunate that we have a CEO who embraces social media, not to mention Chris! Fritz feels this is a way to communicate with consumers in a very broad and transparent way.

    As difficult as this year has been for so many people, it’s an exciting time to be able to communicate about the new GM in this way.

    Mary Henige
    Dir., Social Media, Broadcast, Diversity & Consumer Communications
    follow me on Twitter @maryhenige

    • Thanks for your comment.

      Our national newspaper, The Globe and Mail, did a story on GM over the weekend, following GM’s announcement. Towards the end of the article, Fritz talked about the success GM has had in tackling some big issues, but also of the importance he puts on spending time thinking externally, from the perspective of customers, dealers, and suppliers. His approach in using social media to do this is very effective.

      I also think you have a pretty good internal team who want to make this work.


  2. Thank you again, Cindy,

    I’ll look for the article. We do have a good internal team. Fritz is modeling the behavior, but we know it’s going to take every one of us telling GM’s story to one person at a time, if we’re going to change the perception of GM.

    We’re ready!


  3. Amazing Article , I considered it remarkable

    I look ahead to more similar postings like this one. Does This Site have a RSS I can subscribe to for updates?

    • Hi and thanks for stopping by. You can subscribe by email or RSS.

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