Friday Wrap #118: More 9/11 abuse, corporate blogging declines, customer service as experience

Flickr image courtesy of Sean MacEntee
Welcome to the Friday Wrap, my weekly summary of stuff I’ve found in the last seven days that didn’t grab the big headlines but is still important, interesting, and/or worthwhile for communicators and marketers. I collect these on my link blog, which you’re welcome to follow.


It was 9/11, and marketers were idiots again—When will marketers finally figure out that brands aren’t people and 9/11 tributes won’t be received well? People will see marketing undercurrents in the most respectful messages, which is what happened when White Castle produced a non-salesy image that earned the reply in one… Read More »

Friday Wrap #109: Yo gets serious, internal social media suffers, 3-screen advertising, and more

Friday Wrap #109
Flickr photo courtesy of Matt Reinbold
The Friday Wrap (which is what you’re reading) is a curated rundown of news, reports and posts from the past week that, while they didn’t go viral or attract much attention, are still interesting and useful for communications professionals. I select Wrap items from my link blog, which you’re welcome to follow.


FTC may scrutinize Facebook experiment—The Facebook’s A/B test to determine if suppressing positive or negative posts leads users to post more positive or negative updates of their own may be reviewed by the U.S. Federal Trade Commission, based on a request by Senator Mark Warner… Read More »

Friday Wrap #69: Net non-users, trusted advertising, Instagram adoption, article Pins, and more

Friday (Bacon) Wrap

(c) Can Stock Photo
I’m faced with another embarrassment of riches when it comes to stories, studies and reports published this week. As always, the Friday Wrap is made up of items that may have escaped your notice but are worthy of your attention. I collect the items I consider for the Wrap, the podcast, blog posts and other content at my link blog, (Am I the only person who still has a link blog?)

15% of American adults don’t use the Internet

Roughly one out of every seven American adults over 18 don’t use the Internet or email, according to The Pew Internet and American Life Project. Among them, 34% say… Read More »

Every Employee Involved

Every Employee Involved

The skepticism, risk-aversion and ignorance that held companies back from embracing digital and social media is fading. Senior leaders are taking responsibility for their companies’ digital strategies, according to a McKinsey & Company report. That’s good news, since leadership’s failure to pay attention to digital is most often cited as the reason initiatives fail.

The C-suite’s discovery that digital pays is producing some great customer-focused innovations. Of the five digital trends McKinsey covers in its study, however, one of the most important still hasn’t fired executives’ imaginations. “Companies have been slower to adopt… Read More »

Retail employee behavior can go viral in a heartbeat

Two tales of employee behavior made the rounds at roughly the same time this week.

The first features 18-year-old Dunkin’ Donuts employee Abid Adar who is being widely heralded as the face of a company that takes employee training and corporate social responsibility seriously. By virtue of the fact that he was working the counter when customer Taylor Chapman entered the Florida shop, Adar has been catapulted to social media (and now mainstream media) fame.

Chapman had visited the Dunkin’ Donuts the night before, when she said she didn’t get a receipt. Dunkin’ Donuts offers your order free if you don’t get a receipt, so she came back,… Read More »

Friday Wrap #46: New trust data, LinkedIn buys Pulse, a half-million mini-magazines, Walmart content

Friday Wrap #46

(c) Can Stock Photo
It has been a busy week in the digital/social world. With everything that has occupied our attention over the last week (Facebook Home, for example, and word that investment companies are pouring money into Google Glass app development), you may have missed some other interesting stories. These are some that I found particularly interesting. I save the stories from which I draw items for the Wrap at Who knows? There may be a story in there that matters to you.

Financial services is the least trusted industry

Although results of Edelman’s 2013 Trust Barometer were released months ago, the… Read More »

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