Studying the impact of innovation on business and society

Tag: customer+service

Tracking the Obama Inauguration Across the Social Web: PeopleBrowsr Helps You Listen and Engage

Disclosure, I’m an adviser to PeopleBrowsr… In early December, we released a public alpha of PeopleBrowsr, an attention-centered dashboard for managing your online relationships, brand management, and communication in Twitter and across multiple social networks – all from one place. The public alpha is running incredibly well and thanks to everyone who contributed feedback, ideas, and recommendations, the public beta will be even more incredible. If you’re a brand manager, communications or customer service professional, community manager, or on the…

PR Tips for Startups – The Director’s Cut

Note: This post was originally published on TechCrunch as “PR Secrets for Startups.” Many thanks to Michael Arrington and Erick Schonfeld for giving me the opportunity to share my experiences with the startup community. Due to space constraints, the original draft, which was entitled “PR Tips for Startups,” did not run in its entirety. Some of the edits actually wound up changing the context of the post and its intentions. I’ve included the full draft for you here, as I…

Ariel Waldman vs. Twitter, When TOS Doesn’t Apply to You

Credit: Ariel Waldman This is part of my ongoing series on Crisis Communications 2.0, which helps companies and marketing professionals learn from each other to more effectively communicate with customers, stakeholders, media, and peers. I purposely waited to write this post until this discussion cleared techmeme so that I could reach a fresh set of people who could see things clearly, while also calling attention to something we overlook everyday. When’s the last time you actually read the terms of…

PR 2.0: Putting the Public Back in Public Relations

Have you ever met someone so energetic, positive and incredibly smart – someone who exudes passion and someone who “gets it” in an inspirational way? I’m lucky to know one such person, Deirdre Breakenridge, and she has just published a new, must-read book, PR 2.0: New Media, New Tools, New Audiences. I’m honored to have my ideas, philosophies, experiences, and vision shared throughout the book. I’m even more humbled to have been asked to contribute the foreword. PR 2.0, as…

Ladies and Gentlemen, The Conversation Has Left The Building

Earlier this year, I wrote “The Value of Online Conversations,” to share and talk through my thoughts related to improving the quality of online discussions in the face of potential degradation and decentralization of important online discussions. We live in the era of Social Media, which represents the socialization of content and conversations as well as the creation of communities around thoughts and ideas. People are the hubs of information and we’re witnessing the creation of mini-societies that expand, contract,…

PR 2.0 = The Evolution of PR, Nothing Less, Nothing More

Source There are many of us running back and forth from the edge to the center who would love to drop “2.0” from new evolution of PR. Hey, it’s even the name of this blog, and has been for years, but there’s a reason I haven’t changed the name yet. The subject itself is a catalyst for healthy, informative, and motivating conversations. I was reminded of this as good friend Kami Huyse shouted on Twitter recently, “I hate PR 2.0…

Cultural Voyeurism and Social Media

Sociology – The study of human social behavior, especially the study of the origins, organization, institutions, and development of human society. About a year ago, I wrote an article entitled “Social Media is About Sociology and not Technology.” The recognition of people versus the tools is now more critical than ever. Although, it still isn’t necessarily embodied in many of the words and work shared by fellow Social Media Marketers. Less talk, more learning and action are required. There’s no…

New ebook: Customer Service, The Art of Listening and Engagement Through Social Media

Engaging with and empowering your customers as an extension of your marketing efforts isn’t new. However, in the era of Social Media, there are new tools and philosophies to more effectively listen and engage with customers and in turn, cultivate a more significant community, enhance your brand, build relationships, and hopefully create evangelists along the way. Participation is marketing. Intention is everything. Actions speak louder than words. Don’t get me wrong. This isn’t about spam or doing what marketing seems…

Social Media is Not The Final Frontier of Marketing

Pierre Far has a thoughtful post asking whether or not Social Media is the final frontier of marketing. He concludes that if you could answer the question, then you might be the next Seth Godin. Well, not even Google can help me turn up the consensus on the subject. However, the Holy Grail of marketing is an active discussion. To be fair, Pierre’s path to staging the original question and exploring potential answers is interesting and insightful. The history of…

PR for Startups Now Available as a Free ebook

I recently spoke at an SVASE StartUp University event in San Francisco to discuss PR and how startups can effectively leverage the right strategies, tools and tactics in order to gain visibility at every stage of their growth – without breaking the bank. Early stage and bootstrapped startups must embrace DIY (Do it Yourself) or outsourced PR as their product reaches advanced alpha in order to build strategic visibility without losing precious time. It all starts with answering a several…

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