Customer experience and communication are going through an evolution.  We continue to listen to customers, elicit their opinions, and analyze the associated information but in ways that are evolving. Social networks and media are playing an important role. Much of the information has qualitative and/or quantitative elements to it.  Because customer information is so accessible today, it is…

Over the course of the last year more than one million foursquare accounts, twitter handles and facebook business pages have been set up on behalf of business men and women looking to ride the social media wave to widget-sale-superstardom.  After a week or two of tweeting madly, however, most of these practictioners give up and…

Balancing traditional and social media is a challenge and an opportunity for many businesses, nonprofits and community organizations. Traditional news media such as newspapers, magazines and television have been challenged and/or threatened by the advent of social media. How are news organizations in our region evolving in response? How are people who rely on media…

Social media is being hailed as a game-changer in nearly every industry, including the news business. So what happens when a veteran journalist adds this new tool to her arsenal? She discovers it is so much more than a distribution channel. It can change the kinds of stories journalists tell and how they tell them….

For a couple hundred years, the only way you could get news was by reading a newspaper or talking to the town gossip. Then radio news came along, and everyone said, “Oh, no, newspapers are going to die.” (They didn’t.) Then television news came along, and everyone said, “Oh no, newspapers are going to die.”…

Authenticity & Automation: How Much Is Too Much? As Social Media evolves we’re given new management tools all of the time.  Programs like HootSuite and TweetDeck allow us to keep an eye on those we follow and get our messages out when we want them to go out and get those messages out from multiple…