So, you've decided to 'get social' with customers on the web, but how can
you build strong reasoning to support the decision? How can you get the
boss on your team and actively investing in social media at your side?
I love Twitter; I love the way it allows news, opinions and political unrest to zip around the world in a matter of minutes.
When that aeroplane successfully landed in the Hudson, the very first mention of it online came not through a major news provider but through Janis Krums twittering. He said: "There's a plane in the Hudson. I'm on the ferry going to pick up the people. Crazy."
Crazy indeed. However, whatever Twitter's potential for spreading news and views fast, it is undeniably equally good at spreading bitching, scandal and rumour.
Twitter's utility as a means to share breaking news is not new. Its track record includes the bombings in Mubai and the landing of US Airways Flight 1549 in the Hudson River.
Over the weekend, Twitter became a hotbed for reporting and discussion of the contentious presidential election in Iran.
While multiple e-tailers are still looking for ways to cash in on Twitter followers, some are already reaping the rewards. Dell made an astonishing announcement yesterday.
The company's has landed over $2 million in sales since June 2007, half of which
were generated over the period of the last 6 months. The second million
was driven in by "posting offers and responding to questions on
In November, blogger Andrew Hyde tried to fly standby on Frontier Airilnes. Instead, he got delayed for six hours and began a customer service Twitter feed for the brand and wrote an angry blog post about the company's customer service. Steve Snyder from Frontier's communications department responded, and I wrote a post
about what Frontier was missing out on by not getting into the space
from a customer service angle.
Our tech reporter Patricio Robles then wrote a follow up post about risk management in soclal media, and this week I spoke with Steve Snyder to get his side of the story, to see what Frontier is doing in the social media space, and the problems with assuming that companies need to use Twitter for customer service purposes.
Pete Cashmore is CEO and founder of Mashable.com, which has firmly established itself as one of the world's biggest tech blogs.
We caught up with Pete to find out more about the progress of his publishing and events business, as well as his thoughts on social media in general.
Cancel your weekend plans. At 12:01 am EDT on Saturday, June 13, Facebook will open the floodgates on a long-awaited landrush.
At that time, all Facebook users will be able to select a vanity URL (eg. www.facebook.com/username/).
Last week, our US Editor, Meghan Keane, wrote about Andrew Hyde. Hyde is a blogger and self-described "startup enthusiast".
A bad experience with Frontier Airlines has apparently turned him into the internet's most vocal critic of the company. He set up @frontierair on Twitter and has even created a dedicated website to aggregate complaints about the airline. According to Hyde, Frontier Airlines is ignoring social media, and that's a bad thing.
A number of brands have fallen foul of social media over the last few years, either due to lack of understanding of how information spreads online, or by attempting to manipulate the system and getting caught out.
I've listed ten examples of companies who have suffered PR nightmares online, in most cases the bad publicity has come via social media sites...
It took a lawsuit by Tony La Russa, the manager of an American professional baseball team, to convince Twitter that something had to be done about celebrity impersonators.
The obvious solution: verified accounts.