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Policy & Guidelines

Maryland Bills Would Protect Students' Social Media Privacy Rights, Schools, and Taxpayers

February 8, 2012 by Bradley Shear
with 39 views
0

 l i g h t p o e t/shutterstock

Unlike China, the United States does not have a Microblog Identification Program that requires its online users to register with the government so it may track its citizens' online speech. Schools that require their students to turn over their social media user names and/or content are acting as though they are based in China and not in the United States. [read more]

Komen Crumbles: Busted Nonprofit Brand (Part 3)

February 3, 2012 by Kim Bancsi
with 188 views
0

Update: Finally, 24 hours later, Komen released a guarded video featuring CEO Nancy Brinker. Brinker attempted to refocus the conversation on Komen’s care for women, but her stress on the organization’s trustworthiness and her caution to avoid dangerous distractions from the work at hand are laughable. She fanned, rather than diminished, the fire. [read more]

From Search Engine to Super App: Getting Stuck in Google’s Web

February 3, 2012 by Gary Goldhammer
with 88 views
0

Google’s mission is simple, bold, and in the annals of silicon culture, tantamount to sacred gospel: “Organize the world‘s information and make it universally accessible and useful.” Today, however, there is a New Testament being written: “Organize Google’s information about the world and make it selectively accessible and mostly useful.” [read more]

SOPA is Dead but Twitter Censors

February 3, 2012 by Lauren MacEwen
with 339 views
0

SOPA might be dead but it seems that our favorite social networking known for not censoring is changing its policy. Twitter will now be censoring content in certain countries. Twitter has always had the ability to remove content, which they did. People could report spam or abuse and then the content would be deleted or potentially the... [read more]

Moving Complaints from Social Media to Resolution [CONVO]

January 31, 2012 by Neil Glassman
with 152 views
0

Most companies are acutely aware of the need to rapidly address publicly posted complaints on Facebook, Twitter and other social media channels. Brandsclub, a Brazilian online retailer of luxury goods, selected tools and developed a workflow that best fits the needs of its customers and internal resources. In this convo, we hear from Jardel Appelt, Head of Social Media, about Brandsclub’s technique: Automated detection and assignment to dedicated customer services representatives when content surfaces containing specific keywords, plus manual assessment of the balance of the “social media chaos." [read more]

Don’t Be Authentic: Real Social Media Marketing Advice

January 31, 2012 by Gini Dietrich
with 1,791 views
6

Always remember: Your audience is ruthless. If you are authentic and display your true motives, we will call you a jerk. If you carefully project your image and then slip up, we will call you a fake. So project your image and always stay in character. [read more]

Get Arrested at Airport and Ruin Your Holiday with Just One Tweet!

January 31, 2012 by Nikki Peters
with 471 views
5

A couple of friends have been denied entrance into the US after a tweet they posted. The tweet in question read: "Free this week, for quick gossip/prep before I go and destroy America." [read more]

Why AirBNB is Too Risky

January 23, 2012 by Eric Schwartzman
with 305 views
0

 It sounds almost too good to be true: rent an apartment in any city for a fraction of what it costs to stay at a hotel. You get a kitchen, more space and save a lot of money.  And that much IS true. But with the savings comes the risk and stress of fending for yourself in the event of a mishap. Buyer beware! You may wind... [read more]

How Suntrust Uses Social Media to Engage Customers and Comply with Regulation

January 23, 2012 by Brian Solis
with 381 views
0

Financial institutions are bound to rules and regulation than other companies experimenting in customer engagement, specifically in social media, can ignore. Over the years, SunTrust has stood out as one of several examples that understand how to use regulatory boundaries to inspire a new generation of customer engagement. The result is finding balance between risk and reward to meet customer expectations and improve customer experiences now and over time. [read more]

South Carolina Primary and New Media

January 23, 2012 by Rick Stilwell
with 58 views
0

skvoor/shutterstock

Regardless of your own political persuasion, there’s something to be said for the availability of information and of conversation channels open to just about all of us. With that in mind, THERE’S NO REASON TO NOT KNOW WHO’S RUNNING AND WHAT THEY’RE RUNNING ON. [read more]

The Corporate Blog

January 20, 2012 by Brad Friedman
with 622 views
0

 fitim bushati/shutterstock

A corporate blog takes time to create and then maintain. You are focused on your ROI. You don’t really feel the blog is necessary but you’ve consented “because it’s what everyone is doing.” So, “Why are you moving forward with the creation of a corporate blog?” [read more]

How “HateSurfing” Can Help Your Small Business

January 20, 2012 by Rohit Bhargava
with 345 views
0

Most social media advice you read will tell you to start by listening to what people are saying about your brand online. Find the negativity and you can engage people and hopefully turn their experience around. What if you took an even more extreme approach and dived headfirst into the negativity? [read more]

What Are We Talking About When We Talk About Engagement? [CONVO]

January 20, 2012 by Neil Glassman
with 1,266 views
0

Mitch Lieberman and Neil Glassman explore how the term “engagement” is applied in the context of social media, as well as whether better employee engagement leads to better customer engagement. [read more]

exclusive

A Conversation with Clara Shih, Hearsay Social, on SOPA, Liberation, and Social Business

January 19, 2012 by Robin Carey
with 300 views
0

Clara Shih, CEO of Hearsay Social

Hearsay's announcement last month of Clara's election to the board of Starbucks brought us back together with the CEO and Founder, Clara Shih.  We talked about several of the issues near and dear to our readers, especially those who are in charge of major marketing initiative for large enterprises.  What is Hearsay doing... [read more]

Zappos Sticks to Its Values in Communicating Customer Database Breach

January 19, 2012 by Shel Holtz
with 219 views
0

The loss of confidential customer data is never good. Certainly questions will arise about the security of such data in the wake of the attack. I suspect Zappos, based on their record, will be upfront about this, too. What’s important to remember in this case, though, is that the public is risk-averse. Zappos’ response was about as good as it could be under the circumstances in addressing the risk. That’ll go a long way toward restoring customer confidence in the organization. [read more]

FDA Guidance for Pharma on Social Media and Off-Label Use

January 19, 2012 by Tia Fisher
with 496 views
0

The pharmaceutical industry has been waiting (and waiting, and waiting) for guidance from the United States Food and Drug Administration on what is and isn't allowed in terms of social media communication and marketing. Now just a little has come through - but is it of any help? We think not much ... [read more]

Married to Your Business Twitter or Facebook Account? Think Before You Say, "I sue."

January 18, 2012 by Brian Solis
with 219 views
0

Like in any customer- or employee-facing account, the rules of engagement must be defined, articulated, and accepted. Additionally, these rules of engagement should be observed through compliance practices to ensure brand integrity and employee performance through training, improvement and also reward. [read more]

Got Social “Sense”?

January 18, 2012 by Jay Deragon
with 193 views
0

Social sense means fixing all the dysfunctional thinking, wasteful efforts and tearing down “corporate containers”. Tearing down the “container” means let the people out and the market in. Doing so makes sense, that is if you have any common sense. Isn’t it sensible to see this? [read more]

exclusive

Social Media Today Will Honor the SOPA Blackout Tomorrow

January 17, 2012 by Robin Carey
with 800 views
3

Rather than seek to address the tension between free expression and intellectual property by striking a balance between the two, SOPA makes First Amendment rights an afterthought that exist at the leisure of copyright holders, who can compel the disappearance of entire online communities thanks to the mere allegation of copyright infringement leveled against a single member. [read more]

Does Your Nonprofit Need Legal Counsel About Using Social Media?

January 17, 2012 by Beth Kanter
with 117 views
0

Each chapter of the book ends with some focus questions and checklist for a work plan. The questions for this chapter are useful to help you identify specific activities or examples from your organization that you are not sure about and to share them with your legal counsel. [read more]

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