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Trump's Tweets: Cyber-Bullying or Citizen-Direct Dialogue? by Patricia Seybold in Social MediaPresident-Elect Donald Trump's Tweets were interesting during his candidacy, but now that he is President-Elect, they have taken on new meaning. Now Trump is setting national policy with his tweets and nobody knows what to do about it. This will be the first US President who uses Twitter as his ...
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Linked In + Microsoft: The End of Office Productivity by Patricia Seybold in Social MediaMy heart sank when I read that Linked In and Microsoft would be merging. "Another tool I'll no longer use," was my initial reaction. Why? Because of the big brother factor. For some non-logical reason, I am OK with LinkedIn "knowing" whom I know, but not OK with Microsoft doing ...
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Has Twitter Forgotten its Customers? by Patricia Seybold in Social MediaWhat interests me the most about Twitter as a platform and an infrastructure is its ability to help support social and political movements, more than its potential as a marketing tool. This came home to me when I watched this recent 14-minute TedTalk by Siyanda Mohutsiwa about How Young Africans ...
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News from Nepal (via Facebook) by Patricia Seybold in Social MediaI have a young friend on the ground in Katmandhu, Alex Ulin. Thanks to social media, her friends and family have been able to stay in touch with her. Alex Ulin and Max Silverman arrived in Katmandhu a few days before the earthquake hit. Luckily, they were not injured in ...
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CaringBridge: An Almost Perfect Customer Ecosystem by Patricia Seybold in Social MediaBy Patty Seybold If you haven’t heard of CaringBridge.org, you should know about it. Eventually you, or someone in your family, will be dealing with a major health issue. CaringBridge provides the support infrastructure to deal with one of the most important, highly emotional, and time-consuming activities that a care-giving ...
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What’s the Value of Twitter’s Ecosystem? by Patricia Seybold in Social MediaAt Twitter’s current stock market valuation, its market cap is $24 billion. Twitter currently has 232 million monthly active users. So each tweeter (Twitter end-customer) is therefore worth $103 to Twitter’s shareholders. (Using the same logic, each active Facebook user is worth $100 to Facebook.) But there’s more. Twitter has ...
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What Could Destroy Twitter’s Customer Ecosystem? by Patricia Seybold in Social MediaLike any customer ecosystem, the entire multi-billion dollar ecosystem that is based on Twitter is critically dependent on one thing: keeping its end-users happy and coming back for more. We’ve identified four customer-critical activities for which customers use Twitter: Strut my stuff Track current events Get help Learn from/appreciate others ...
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Yeah! Red Sox Owner, John Henry, Just Bought the Boston Globe! by Patricia Seybold in Social MediaWhen I wrote about the Globe's amazing coverage of the Boston Marathon bombing, I was really impressed with the reporting, but also with the editorial team's use of social media to help them in their round the clock coverage. The Globe used social media to correct misinformation, to gather tips ...
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Social Media ROI, Big Data and Customer Experience by Ruthann Swain in Social MediaWell first I must apologise for being away from this forum for so long! Been a crazy many months! But I am back because I was thinking about ROI, Big Data and customer experience. I fear that we are getting away from our main point of doing business...the customer. I ...
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Citizens' Reactions to Boston Marathon Bombing: Good and Bad by Patricia Seybold in Social MediaIn the aftermath of the horrific bombing of the iconic Patriots’ Day Boston Marathon—it seems to me that officials and citizens, first responders, and the Internet—have all played important supportive roles. Unfortunately, US residents are getting a series of lessons in how to cope with senseless mass violence. These are ...
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Great Summary of Customer Communities--I made these posters for my Office Wall by Phil Gibson in Social MediaI like this article as a summary of all of the great work you have continued to do in this area over the years. I distilled it down to two print outs that I put up on the wall in my office (Ronni's summaries).
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Facebook Search Graph Is Here: Fix Your Privacy Settings (Again!) by Patricia Seybold in Social MediaFacebook Graph Search joins Timeline and Newsfeed as a third “capability” in Facebook that most of us didn’t want and haven’t welcomed. The clue is in the name itself. No real person wants to search the “social graph.” Only robots spawned by marketers do. Facebook Graph Search lets applications and ...
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Swipp: A More User-Friendly Answer for Social Search? by Patricia Seybold in Social MediaEnter Swipp.com. According to this article in Wired, Swipp was planning to remain in stealth mode a bit longer, but decided to launch early in response to Facebook Graph Search. Right now, it offers mobile apps that let you take pictures, comment, and find and discover things of interest. It’s ...
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Helping Customers Understand Social Media by Ruthann Swain in Social MediaI often find myself in the situation of explaining social media and setting expectations, usually in a small to medium business to business situation. Social media, as we all know, is still changing and growing. But there are some basics and these basics can apply to not only social media ...
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'Sweep the sleaze' of social share buttons by Rob Landry in Social MediaHere's an excellent blog post by Oliver Reichenstein called Sweep the Sleaze. In it, he talks about the pervasiveness of social share buttons ("like this", "tweet this", "+1", etc.). Reichenstein argues that they are unnecessary, and I agree. They bloat your page with javascript which hikes load time, inject their ...
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Judge Rules Defense Can Use Trayvon Martin Tweets - from Slashdot by Scott Jordan in Social MediaHm. Wonder if this would have gone down differently if Martin were alive. Safest to assume one's tweets, FB posts, emails, etc., are going to be opened in any matter in a court of law, and manage one's accounts accordingly. "The NY Times reports a judge in the second-degree murder ...
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Crowdsourcing vs Collaboration by Ruthann Swain in Social MediaI am on the verge of writing a blog about what I was calling customer collaboration using social media, but others seem to think of it as crowdsourcing. I see it is listed seperately in the article topics. In layman terms what would you say the difference is?
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Home bored in the rain ... by David Winter in Social MediaCan companies build meaningful relationships with their customers during times of crisis in a way that seems genuine?
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What a Nice Little Gem: How Facebook Plans to Use Our Names & Photos by Peter Horne in Social Media"Facebook does not give third party applications or ad networks the right to use your name or picture in ads. If we allow this in the future, the setting you choose will determine how your information is used."The way I read this is that in the future Facebook may let ...
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Facebook Stories by Peter Horne in Social MediaOn my recent travels I met a guy who was a radio engineer for a defense Co working on a defense contract. He was a senior engineer and had, from what I could tell, a pretty high clearance level. He didn't talk about his project of course, but we started ...
