James Cherkoff has an article, Modern Marketing in The Observer as well as on his site about the changing nature of media and the affects that social software is having on organizations. What's more, B. L. Ochman, has a post, Internet? Is That Some New Fangled Thing? that shows some corporations are clueless not only of the blogosphere but even of the net.
Of course, even if Dell was active in the blogosphere, who's to say that they would not follow The Pathology of Business Bullshit.
Empathetic Customer Service
Life is customer service Jeff Jarvis, Buzz Machine has a post on Craig Newmark (Craigslist) that gets to the heart of why customer service sucks in most organizations.
In Seth's post The magic word, I think the confusion he talks about is pervasive and applies to many of us outside of marketing. In the following posts, both Seth and John write about mutually shared goals inside and outside of the organization and how to achieve them.
The magic word from Seth,
No, it's not please.
Hat Tip to Hugh from gapingvoid on his post about Global Microbrands and the link to Trendwatch.com. Hugh, my corp friends that are stuck behind firewalls cannot access your site. They are more interested in your cartoons than anything.
Bullshit doesn't work in the blogosphere. So how do you negotiate the terms of your own surrender when you screwed up or do you let the blogospsher do it for ya?. In the case of Ketchum, a PR Brand Management agency, they got b-slapped in an nyc sec by the blogosphere. These guys didn't learn much since they were just coming off of the Armstrong Williams mess. Huh, I wonder if they are advising the Press Secretary Scott McLellan these days.
Businesses that are interested in open innovation, business development, social e-comm, content management, etc. now have powerful tools, web 2.0 and social software applications, to help employees connect the dots.
Assigning order to a chaotic process with enterprise social software. People in businesses should be using it to relate ideas, stories and information to each other as well as customers, suppliers, partners, et al. over the net. Enterprise social software will help them spot new business opportunities before the competition does, create a meeting place, be open to radical opportunities, break down silos, support experimentation, and enable managers to represent customers vis-à-vis their own organizations.
I get really excited about all the new ideas I come across in the blogosphere but most of the people I know don't even know what a blog is. I usually give my 30 sec pitch and that's that. But if you take a look at what's happening with mainstream media (Donata Communications) and here (buzz machine) you get a clear picture of why self-publishing, blogging is taking off. What's more, social software will have a greater impact on society than TV.
Today, your brand is being watched, augmented, and de-located. People are writing their own stories, thoughts, ideas, and developing new products and services using social media technologies. These simple social networking and web 2.0 technologies and services: Blogs, Wikis, Forums, Tagging, Podcasts, and RSS are connecting people and information in new ways, conversations, faster than you can say oh shit.
What, how, and where people are discovering new ideas.
The New Yorker, Financial page, IN CASE OF EMERGENCY by James Surowiecki, The term “crisis management” may seem like little more than a euphemism for “snow job,” but there is an art to it. Spin alone won’t do the trick. ...unrealistic optimism, insofar as it’s a byproduct of self-assurance, assertiveness, and conviction, may be a handy trait for those seeking success in business. It will come as a surprise to no one that in most surveys executives are found to be consistently optimistic and overconfident."