Archive for the ‘Reputation management’ Category

It is a given, mobile technology is at the forefront of our digital lives and, well, I for one spend most of my public transportation time tweeting from my BlackBerry. Correction: transportation time. [And here is the disclaimer: I don’t tweet and drive. I just quit driving a couple of years back, at least in Paris where I live now.]

Expectations
Not only do I tweet on public transportation time but I also start and maintain conversations with transportation companies (airlines and train so far) across the globe when I happen to be one of their million customers. And of course, I do want my voice to be heard when I need to talk to them *AND* I want them to reply to me and find a solution to whatever issue I’m facing while in their hands. Of course, I expect all of that to happen in a timely manner too, given that our communication channel is a real-time wire – Twitter.

Three Real Stories – Cases
I have been able to experiment a few times the crisis communication dis/abilities of some airlines and of a train company over the past eight months so I’ve decided to share the stories to see how they constitute cases for various levels of crises. All of those happened over Twitter, on my handle, Merrybubbles. There will be three of them, like the three monkeys on the picture below (taken during a trip to Barcelona in January). Three Twitter encounters with transportation companies’ customer services. I will go through them in reverse chronological order.


Hear no evil, see no evil, speak no evil

Who? Where?
The first installment will be about Eurostar, zipping back and forth between Paris and London. The second one will take us to the marvelous world of Delta Airlines@DeltaAssist service while in Atlanta, GA. And the third one will see us onboard and on the ground with Cathay Pacific in Singapore and Hong Kong.

The series will start on Monday so please, stay tuned!

If you already have Twitter ‘tales’ with customer services to share, drop me a line in comments!

See you on Monday and enjoy a peaceful weekend all. Don’t forget to lend a hand to Japan while you’re in front of your computer – they still need us.

Hello…

Long time no see.
I figured that after such a hiatus, you’d appreciate the quality (no, really) of this video… I mean it. It’s truly social savvy. Smart…
Watch…

Feel free to comment, copy, embed, share… and always name the original source. Thanks!

As we pursue our journey to round up 2010, here is a guest post by Laurent François on Social Media Marketing Trends 2010. You already know Laurent, aka Citizen L, French Digital Player & Influencer whose What’s Going On In Social Media 2009 (Reloaded) I introduced to you in February.

He has updated his deck for the past year with the “aim to explain what Social Media is to people who are neither marketing-friendly nor “geek”, but who still use the channel.”

Laurent says:
“It could be my mum, a teacher, anyone! It has 3 goals:

1. try to demonstrate some of the elements that are at stake for us as citizens, in a very simple way
2. try to avoid “binarian” arguments: Social Media is neither evil nor Paradise Valley
3. structure my own thoughts: in a very pervasive world, I guess it’s highly important to frequently challenge our statements, to share a point of view and accept new ideas, remarks. Even sometimes anger is good to get ;)”

Here is the slide deck for 2010:

If you want to view all of Laurent’s work on Social Media, feel free to take a look at his Pearltree — also a great excuse to discover Pearltree if you don’t know about it yet. [Should you wish to find out more about the Pearltrees collaborative platform, contact Oliver Starr.]

Other productions by Laurent include his work on pervasive creativity.

Laurent is a prolific guy.
He used to be Head of Digital Influence at Ogilvy Paris and is now Head of Marketing & Development at Express Roularta Services.
His Twitter bio also reads as follows: “Social media on http://citizenL.fr and http://citizenl.net. Trends, fashion, marketing, WTF http://trendy-geek.com.”
He more than ever is the publisher of Tout Ca magazine.

Feel free to comment, copy, embed, share… and always name the original source. Thanks!

Results International is a leading corporate finance and strategy advisor to the global marcoms industry.
This is their view on the current phenomenon hitting the agencies landscape, morphing from PR/advertising/marketing/media/digital entities to Social and Engagement agencies.

I personally like slide 41 most as it literally slices up the various components of a social agency. We (my colleagues and I) like to call it an integrated agency.

Feel free to comment, copy, embed, share and always name the original source.

The Merrybubbles Daily is out!.

The Merrybubbles Daily

The Merrybubbles Daily

Read this Twitter newspaper curated with content by the people I follow

▸ Top stories today by @bluevertical @olv @RyderMedia @auerswald @eisen

Subscribe here.

In case you have managed to miss it despite all the media reports around it, here is the footage of retired football/soccer player Eric Cantona quietly calling for a financial revolution. “Kill the banks”. OK. Maybe not so quiet but peaceful.

He is calling all French citizens to withdraw all their money from banks tomorrow, December 7th to literally send a message to the country’s leader(s).

There have already been reactions, namely by French Finance Minister, Christine Lagarde, who simply told Cantona to “stick to football” by way of an interview with the UK daily The Independent.

The call extends globally. So let’s see who’s in.

I like the candid approach.

Yay! It’s Friday. Here’s today’s light post.

Here are three flash mobs, two of them (the Swedish and NYC ones) being classics. I love flash mobs because they are often an expression of collective happiness. For those taking part, all’s been prepared but for those watching, it’s always surprising and amusing, albeit sometimes intriguing. Flash mobs are great vehicles of viral good mood and having them on social media supports helps spread the luv worldwide. I hope you enjoy those as much as I do.

Stockholm

New York Grand Central Station

San Francisco Gay Pride