When I was working at a trade association, I remember an incident where a woman called me to complain about a bad experience she had as a customer to the industry in which I was working. I listened to her tell me about it, all the while wondering what I could do about it given that I didn't work for the company in question and they weren't even a member at the national level. After we hung up, I called the state association where the woman lived, and who did have a relationship with the company in question, to see how they would recommend read more...
Measuring Social Media: Setting Relational Objectives
We need to know if we are making a difference, or just making a fool of ourselves." I am participating in daylong seminar at DELL on Tuesday (almost today) about social media with Shel Israel, Chris Heuer, Connie Reece and the Dell team, including RichardatDell, Caroline Dietz and Lionel Menchaca. My part of the workshop covers read more...
Communication in a Crucible: Imagination vs. Image Control During California Fires
Early this week, I got a call from the Daily Dog asking me to comment on the communication efforts surrounding the recent wildfires in California. Today, my op-ed was published in the Barks and Bites section of the Daily Dog. My thesis: There read more...
Just in Time: The Filtered Economy Requires Communicators to Anticipate Needs
First, let me say that this post is a little off topic for a communication blog. However, I think that discussions about how we can cut down on the adversarial relationship between companies and their customers is critical to effective communication. I also fight the idea that a communication professional is only good at getting the word out and should stay out of the business of strategic thinking. I think that smart communications professionals, with their close contact and understanding of a company's stakeholders belong right in the read more...
Storyboarding: Another View on How to Use the Social Media News Release
By Kami Huyse and Geoff Livingston Jointly posted on Communication Overtones and the Buzz Bin. Our friends Todd Defren and Brian Solis posted a challenge to the industry to better define the social media release (SMR). Let us preface our remarks that both Todd and Brian have driven the SMR from concept to reality, and should receive kudos for constructively contributing this idea to the public relations industry and read more...
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