Keep Twitter Weird
Twitter is the best open social media network there is. Unlike Facebook – which openly states that they control your newsfeed – the basic idea of Twitter is that you follow and find the news, content, and people you want…
Whodunnit? A Customer Service Detective Story
Once upon a time, you had a problem with customer service and you mentioned the problem to your server, the front desk, or the person who interacted with you directly. You may have also called a toll-free number or a front…
Short Messages About Breakfast Can Change the World
My first Tweet was a lot like yours: lame. At the time I wasn’t sure what to expect from a service that shared short 140 character bursts about nothing. It seemed mostly like an echo chamber – where you test…
As a community manager, how should you be using Twitter?
Imagine you are a community manager and today is your first day promoting the brand. How should you use Twitter? You might be overwhelmed with the river of information and wonder what are the “right” answers to questions like these:…
Why Vine and Other Short-Form Video is Important
Video is not just for Cats When Twitter announced the Vine product that allows you to share 6 second videos with friends, you may have thought as I did that the whole genre of app development was getting a little…
Twitter isn’t a ‘mainstream’ tool – does that matter?
(photo by )By now (especially if you use Twitter), you might have see the recent news that there are other services (Instagram in particular) that have more daily users, more “reach”, and generally more adoption. I’d like to present a…
Actually talk to your customers, and they’ll come back
If you were starting a business today, would you avoid talking to your customers? Yet that’s exactly what many businesses are doing today by choosing not to engage on Twitter or Facebook. Social media is a valuable channel that can…
They found me through Quora? An Unexpected Job Opportunity
Quora is a great place to post questions to knowledgeable folks and to answer questions that are interesting to you. So when I wrote an answer to Twitter: Is Twitter an effective customer service tool? (by the way—it’s awesome for…
Be More Timely with Your Twitter Updates
Dear Twitter Friends (Tweeps): We’ve all done it – thought of a clever idea, jotted down 140 120 characters and then clicked “send.” Yet, as Dan Zarrella and others have noted, now is not always the best time to publish content.…
