Friday Wrap #36: Social media and call centers, small business, B-to-B, customer-hating businesses

Friday Wrap

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The Friday Wrap is a review of articles and posts I’ve found over the past seven days of interest to communicators that they may have missed. I save everything I’ll consider for the Wrap—as well as items to report on my podcast—to my link blog,

Call centers served best by social media for damage control

Social media is finding its way into call centers. In fact, some call centers have changed their names to reflect the fact that they deal with more than just phone calls in their efforts to provide customer service, integrating responses to queries originating on Facebook, Twitter and other… Read More »

Five ways to deliver content your customers want

Disney Parks post about Club 33A report from Forrester five years ago revealed that people didn’t trust corporate blogs. It was the evidence a lot of skeptical executives needed to shut down their companies’ blogging efforts. Not so fast, Forrester exec Josh Bernoff wrote in his blog. It’s not because it’s a corporate blog that people don’t like it. “Blogs exclusively about companies and products are what I think generate these low trust ratings,” Bernoff wrote. “So don’t do a blog like that.”

If your corporate blog—indeed, if any of your content efforts—are just more channels for pushing messages you want your customers to get, it’ll fail. The overarching concept… Read More »

Press releases treated as part of content marketing will be inherently social

Press ReleaseSHIFT Communications’ release of an updated Social Media Press Release template—first introduced in 2006—more fully weaves social media into the release with a focus on making it as easy as possible to share its various elements.

While the first template and the version 1.5 follow-up both sparked a considerable amount of attention, the new 2.0 version caused barely a whisper. When we chatted about it briefly on our podcast, For Immediate Release, Neville Hobson remarked that interest has waned considerably and that nobody much talks about the concept any more.

At some levels, it’s disappointing. Despite the objections raised by many… Read More »

Facebook strategies are misguided. You need a content strategy.

Not worried about a Facebook strategyIn a discussion I had a month or so ago after shrugging off Facebook’s changes to how Pages updates get into news feeds, I was told that the move frustrated marketers who had invested so much time, energy and money into their Facebook strategies. The unintended consequence of Facebook’s introduction of Graph Search may be more marketers and communicators embracing the idea that they need a Facebook strategy. Developing a strategy for any single platform is misguided and a waste of your organization’s or client’s resources.

Advertisers used to know better (and many still do). Nobody had an ABC or New York Times or Redbook strategy. They… Read More »

Introducing News to the website

I’ve introduced a new section to the website. News is a place to get caught up on the latest in a variety of communications-related subjects.

I decided to set up the News tab after reading a guest post on ProBlogger by Brian Lippey, who runs Guitar Shop TV, a community for guitar lovers. Lippey writes that he wanted to add a social news platform “that could deliver top guitar content from across the Web directly to our blog and allow users to participate on a social level.” That research, he said, led him to ROCKZi.

For now, using ROCKZi to deliver news is an experiment, but so far I like what I see. Like the Storify stories… Read More »

Friday Wrap #32: Google changes, a digital diagnostic framework, Facebook’s Android Pages app & more

Friday Wrap #32

(c) Can Stock Photo
Here’s the wrap-up of great posts and momentous events from the first week of 2013. If you’re interested in the complete listing of all the content I collected over the past seven days, visit my link blog at

Websites can opt out of Google content scraping

The reporting of the U.S. Federal Trade Commission’s investigation into Google centers on Google’s big win. The search giant escaped severe anti-trust findings and penalties . Lost in the coverage is the fact that Google did have to make some promises to the FTC over issues the Commission raised. For instance, the FTC explored assertions… Read More »

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