Infiltration is not a monitoring technique

Shel HoltzNot only is monitoring online conversation appropriate when your organization is in the midst of a controversy. It’s irresponsible not to. How else can an organization learn the issues that are important to the public in order to address them?

There are, however, right ways and wrong ways to go about the monitoring. Violating the principles of transparency fits into the “wrong way” category.

Bay Area power utility PG&E has been enbroiled in controversy since its flawed roll-out of smart meters, technologically-advanced meters that transmit data to the company, ending the need to send meter readers walking through neighborhoods to… Read More »

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