RMM

As part of our remit as members of the IAB’s social media council, we’ve been working with our fellow council members Brad and Henry on an updated version of our original social media activity framework. You can read the new post on the IAB’s social media blog.
Okay, so there were originally four activities and now [...]

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Naturally, I had begun to write a post this weekend about l’affaire Buzz and the attendant privacy concerns, but alas I was rather beaten to the punch by seven or eight million other people. So, no post from me explaining how Google Buzz marked little more than the further erasure of the line between your [...]

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With a number of well known brands recently making well reported use of social media for crisis management, such as Toyota, I was considering (with a nod to Matt’s recent post) - what’s the least social media that a brand needs for crisis management? I’m not sure that’s quite the right phrase, perhaps ‘what are [...]

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We’ve recently spent time talking about the role of social technologies in the world of customer service, and I recently blogged on 10 ways the customer service approach has changed as a result. As part of this we’ve found a few nice examples.

Carphonewarehouse using Twitter to help customers rapidly get resolution to issues that require [...]

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I took part in yesterday’s social media debate, hosted by the IAB as part of social media week. Lots of interesting debate amongst the panel and audience regarding when, where and how organisations should respond to commentary within social spaces.
I talked mostly from the customer experience/service angle. Although the room was mostly full of agency [...]

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