"Generation Y – Our Communication Rules Have Changed"

By Bob Kelleher President and Founder, The Employee Engagement Group | October 09, 2011

Generation Y, also known as the Millennial Generation (Millennials) is the generation following Generation X. Although there is no clear consensus when the Millennial generation starts and ends, most agree that it applies to those born between the mid 1970s to the mid 1990s. Many of them are children of Boomers (those born between the mid 1940’s to mid 1960’s). For purpose of this article, our focus will be on Generation Yers who originate or reside in the US or other western nations.

“We were the same way when we were their age.”

Which is partially true. There are overlapping traits that all generations shared during similar points in time. In watching my three Gen-Y children, I often see myself when I was their age (upper teens and mid 20’s). However, the demographic experts agree today’s Gen-Yers are unique in three very distinct ways: they’re more global than any previous generation, they’re more technically dependent, and they’re the wealthiest generation EVER.

6 Communication Essentials:

1. Leverage Technology

Where Generation X is technologically savvy, Generation Y is technologically dependent. This became obvious to me a few weeks back at my son’s college graduation. Sitting in the large auditorium and looking down proudly on my recent graduate sitting with his 3,000 college graduates, I noticed small glimmers of light on the laps of each graduate. I remarked to my wife how my son’s university was quite thoughtful in providing each graduate a flashlight to look at the program. She laughingly replied, “they’re not using flashlights, they’re texting!”

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Coming up in February 2018...

Social Media: Engagement is Key

There are currently 2.3 billion active users of social media networks and savvy hotel operators have incorporated social media into their marketing mix. There are a few Goliath channels on which one must have a presence (Facebook & Twitter) but there are also several newer upstart channels (Instagram, Snapchat &WeChat, for example) that merit consideration. With its 1.86 billion users, Facebook is a dominant platform where operators can drive brand awareness, facilitate bookings, offer incentives and collect sought-after reviews. Twitter's 284 million users generate 500 million tweets per day, and operators can use its platform for lead generation, building loyalty, and guest interaction. Instagram was originally a small photo-sharing site but it has blown up into a massive photo and video channel. The site can be used to post photos of the hotel property, as well as creating Instagram Stories - personal videos that disappear from the channel after 24 hours. In this regard, Instagram and Snapchat are now in direct competition. WeChat is a Chinese company whose aim is to be the App for Everything - instant messaging, social media, shopping and payment services - all in a single platform. In addition to these channels, blogging continues to be a popular method to establish leadership, enhance reputations, and engage with customers in a direct and personal way. The key to effective use of all social media is to find out where your customers are and then, to the fullest extent possible, engage with them on a personal level. This engagement is what creates a personal connection and sustains brand loyalty. The February Hotel Business Review will explore these issues and examine how some hotels are successfully integrating social media into their operations.