Comcast and Twitter: How Much is it Really About Customers?
Raise your hand if you haven't heard about how Comcast is doing a great job using Twitter for customer service. Chances are, there probably aren't a lot of hands up because Comcast has gotten lots of great press because of Comcastcares. The problem is that, while I'm sure Frank Eliason truly does care about customer satisfaction, the re

Forget Traits--4 DSM Diagnoses of Social Media Mavens
Social media people love them some lists. 5 Qualities of a Good Social Media Manager. 3 Qualities to Look for When Hiring a Community Manager. Social Media Folks to Watch in 2010. Twitter lists...for chrissake--don't even get me started on Twitter lists. In short, there are LOTS of lists out there related to social media people...so I thought I'd add one of my own.Something I've thought about for a

Association Social Media #Fail
There's no shortage of buzz about what associations should be doing with regard to social media. Workshops. Webinars. Blogs. Tons of sources of information for crafting social media policies, setting up a Facebook page, using social media in conjunction with events. Somehow one association seems to have missed all these helpful resources, or else just ignored them. Because surely, had this association partaken of any of the above advice, t

The Chicken and Egg Problem With Social Media Hiring
Some great posts this week about hiring for social media jobs: one by Amber Naslund and one by Tom Humbarger.My favorite quote from Tom's post:"There are only so many social media gurus and rockstars – If you specify that you are seeking a social media guru or rock-star, then expect to pay a premium as these people are rare and they have many options. If you are not willing to pay for this type of expert, then don’t use t

A Third Sure Thing In Life: Death, Taxes and Facebook Page Admin Rights
Facebook public profiles--they're a good thing, right? Why would your brand NOT create one? All those millions of Facebook users will be able to interact with your brand, your messages will go effortlessly viral via the every-improving News Feed feature...and it's free. Well, unless you want to run a contest on your page....but I digress. Creating a page is simple...but heaven help you if you ever want to transfer ownership of that page to someone else should you, say, leave that company. At this time there is