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 clrmoney
2/3/2016 3:46:56 PM User Rank Platinum 
social media options
You have the option to post pictures and say whatever it is online to connect and talk to friends and family but there is a dounside like people threatning people online or cyber bullying and it can also be helpful for jobs etc. So you just have to be careful online.
 batye
2/3/2016 5:39:56 PM User Rank Platinum
coin have two sides
this days social media is coin of two sides it could make or brake to Co., including affecting employees life/termination here is good example - http://www.thestar.com/news/gta/2015/05/12/fhritp-could-be-a-crime-say-toronto-police.html
http://www.cbc.ca/news/trending/hydro-one-employee-fired-after-fhritp-heckling-of-citynews-reporter-shauna-hunt-1.3070948 but by itself Ontario's largest electricity provider, Hydro One, is already have bad rap online from customers - here it horror stories - http://www.ottawasun.com/2014/02/14/hydro-one-horror-stories... I think we are living in the new reality of social media, where social media have control over our life... as long as we do something or post something and it online/on the web we have no rights or control over it anymore... batye
2/3/2016 5:59:33 PM User Rank Platinum
Re: social media options
just last night here is example how mother/blogger get affected by social media on TW... by mentaly sick people
https://www.facebook.com/RageAgainstTheMinivan/posts/1109601865741132?fref=nf&pnref=story I did reply to this posting showing my support as a Normal Human would... but it does show how social media could be used by sick people... clrmoney
2/3/2016 3:50:34 PM User Rank Platinum
social media post
I think that socila media sites have been glamorized for online especially for teenagers who really don't know any better to post/chat online. They say deragatory words and put explilited related imagery online for the whole world to see. So in a way there are some higs and lowas to this social media frenzy.
clrmoney
2/3/2016 3:54:21 PM User Rank Platinum
Linkedin account etc.
I think that a linkedin acoount is a great tool in a way for jobs and facebook sometimes also.Because the employer can see what type of work you've done and just being professional etc. As for children/teenagers I think they should be on the social media period when they get a certain age or don't get on there at all.
batye
2/3/2016 6:06:13 PM User Rank Platinum
Re: Linkedin account etc.
@clrmoney interesting point, remind me of the idea - internet user licence...
but this days social media is used also in the cyber wars against our way of life... here is interesting reading... http://www.ozy.com/good-sht/why-im-hooked-on-russian-news/67189?utm_source=dd&utm_medium=email&utm_campaign=01222016&variable=bac641aa3cd24150c3bf87c2a37bd429  DHagar
2/4/2016 4:58:56 PM User Rank Platinum
Re: Linkedin account etc.
clrmoney, I share your view on the value of LinkedIn in the professional arena. It seems to have a good structure, a great network, and hold business standing that makes it a useful tool.
 mhhf1ve
2/3/2016 7:01:40 PM User Rank Platinum
Positively or...?
Some service providers stand out on social media... but not always in a good way...
I like T-Mo's CEO going on twitter rants and accusing the EFF of being funded by some nefarious sponsors... but that's not exactly the kind of social media engagement most companies are aiming for. Perhaps any publicity is good publicity when you're in a distant 3rd place behind incumbents? clrmoney
2/4/2016 10:44:19 AM User Rank Platinum
facebook post
I have something on facebook called Yummy Cakes and Arts on facebook and I get like from it so it can also be postitive for something if you're trying to promote a business or advertise something.
 mpouraryan
2/4/2016 12:32:49 PM User Rank Platinum
Re: facebook post (Brief Thoughts)
Let me first make one humble suggestion: The Social Media Giants amongst us are also service providers--look at what Facebook is doing for instance in India and what Google is doing with Fiber--as exemplified by how they are rolling out high-speed internet to the Housing Projects. I also note this that just crossed my desk:
Zuckerberg wants 5 billion Facebook users by 2030
Facebook wants to get 5 billion people, roughly 70% of the planet, hooked up to its network by 2030, according to CEO Mark Zuckerberg. Achieving that will require new strategies, including drone-based internet services for remote areas.
USA Today (2/4) One particular one that comes to my mind was what Facebook did in the aftermath of the Paris Attacks. I was tracking the status of a number of my friends in Europe and saw them as safe. It underscores yet crucial fact that The engagement with Social Media is here to stay--and I have been on the prowl at my local Community to assess how best to be engaged in Social Media so that folks can notify the city with issues and yes be ready to be notified in the event of an emergency.  Writerfo10281
2/4/2016 1:12:22 PM User Rank Gold
Re: facebook post (Brief Thoughts)
True--some of these social media giants are doing great things for society in general...I was actually going to mention this FB article, too. Zuckerberg may not be some people's favorite person, but he really does a lot of good (donations, jobs, fun interaction with people --i.e. good customer service experiences...)
DHagar
2/4/2016 5:02:54 PM User Rank Platinum
Re: facebook post (Brief Thoughts)
Writerfo10281, good thoughts. No I am not one of Zuckerburg's fans, but he has accomplished a great deal - in "networking" and advancing the social networks. Also, he has a clear vision of what he is trying to accomplish and is successfully achieving his goals. Finally, as you point out, he appears to have a passion (ala Bill Gates) for many causes and is sharing his wealth and capabiities in those areas. Very admirable!
Writerfo10281
2/4/2016 6:59:48 PM User Rank Gold
Re: facebook post (Brief Thoughts)
I'm with you--I've never been one of his fans, but he does do great things with his money (if this article is to be believed) http://money.cnn.com/2015/12/01/technology/zuckerberg-facebook-stock-daughter/
DHagar
2/4/2016 7:28:36 PM User Rank Platinum
Re: facebook post (Brief Thoughts)
Writerfo10281, thanks - yes, I do believe the article is true. So he gets points for that and he deserves the respect he has earned for his accomplishments.
Note: Just glad there are other dimensions and carriers for Social Media! mpouraryan
2/4/2016 9:26:58 PM User Rank Platinum
Re: facebook post (Brief Thoughts)
@Writerfo10281: On a personal level, I respect the guy for his vision--and because of him (which I am sure is the case for many here in the Community) finding out long-lost friends is a godsend. I also noted in my comments (in response to the call to action here in the Community) on how the continued innovations and engagements have elevated the sense of Community as never before. I would also humbly suggest that if one wishes to satisfy all, then one will end up satisfy none--the key is a relentless commitment to be righteous no matter what.
Writerfo10281
2/4/2016 12:05:13 PM User Rank Gold
Comcast
I'm sure we all have horror stories when it comes to customer service and cable providers, but Comcast seems to be hit the hardest. Not too long ago, Colin Jost of SNL engaged in a public 'twitter fued' with the company...and it truly showcased how inept Comcast is in the customer service dept. As you referenced, Mike, maybe Comcast needs to hire someone more experienced in dealing with social media to run their customer service dept, because who/what they have now is an embarassment. No one can even mention Comcast without heads shaking...
mpouraryan
2/4/2016 1:07:45 PM User Rank Platinum
Re: Comcast
The key is to turn a negative into a positive--The social media giants are also a challenge in many respects--but look at the broad social good they've done.
 Mike Robuck
2/4/2016 5:06:41 PM User Rank Author
Re: Comcast
After all of the bad press a few years ago, Comcast did hire Charlie Herrin to be in charge of customer service. This was around the time that Comcast was trying to buy Time Warner Cable and people were recording their heinous encounters with Comcast customer service reps and posting them on social media. I'm willing to bet they spent a lot of money on improving their social media skills aroudn this time.
DHagar
2/4/2016 5:16:45 PM User Rank Platinum
Re: Comcast
Mike, I think that has served them well. I think they are improving on service and their stock is rising.
mpouraryan
2/4/2016 9:29:45 PM User Rank Platinum
Re: Comcast
It is gratifying to see this commitment and engagement. Social Media has to be a piece of the puzzle from the initial customer touch point all the way to the "after sale"--There is no other way around it--and some of the key pointers I have noted from a public policy perspective is expanding this ever more. The Class A stock, though, seems to be trading in a narrow range though.....
DHagar
2/4/2016 5:14:47 PM User Rank Platinum
The Evolution of Social Media
Social media has evolved from a "social networking", with more "personal" types of communications, to an interconnected communication tool registering likes/dislikes and public response to services and products and two-way communication with companies. It has become a key feedback tool, a vital communication link, and another means of understanding the customers, markets, etc. Now it is a key link to building customer markets, loyalty, etc.
I believe it will further evolve into professional market segmentation and assessment tools that will provide key information to companies and help them gain insights into their markets to deliver better customer value. For public entities, it can become a key measure of public response to local, state and federal government services. It can truly provide new connections through its network that other tools cannot.  vnewman
2/4/2016 6:49:48 PM User Rank Platinum
Cox
I will post this story in two parts: first, the issue: Cox communications and Nexstar (the parent company of KLAS-TV in Las Vegas) were in contract negotiations which threatened the broadcast of the Super Bowl in that area. Cox sent out an email to approximately 350,000 subscribers to use this workaround instead: Watch the game on ESPN Deportes in Spanish, then listen to the translation in English on the radio (FM or AM), unless you speak Spanish.
This is no joke. I will post how they handled the "aftermath" of this decision on social media tomorrow! It is playing out as we speak... mhhf1ve
2/4/2016 8:09:25 PM User Rank Platinum
Ask ForHlep
One of the best responses sometimes on social media is actually to let things slide gracefully. There was a Facebook user who posted his own "funny" responses to people's complaints (about Target's policy of not separating boys and girls toys), and it would have been well within Target's rights to react with legal C&D letters and make a big fuss. But they didn't -- which was a wise move that didn't attract any more attention to the prankster and made Target look like it was not a humorless corporation.
http://www.snopes.com/2015/08/14/man-trolls-target-customers/  elizabethv
2/7/2016 7:42:39 AM User Rank Platinum
Re: Ask ForHlep
This is a great example of a time when ignoring a "problem" was probably just the best route to go. Recently, a few headlines were made when a woman choose to write Yelp reviews on places she had gone on dates. Except instead of actually reviewing the location, she reviewed the date for all Yelpers to see. Yelp actually stepped in and asked her to stop. When she didn't comply, her account was closed altogether. Then the story itself was spread on several media outlets, including the Huffington Post. This could potentially have both good and bad outcomes for the restaurants and Yelp. The woman claims she only reviewed larger chain restaurants that wouldn't be affected by her review, how true that is, is anyone's guess. Some people genuinely enjoyed her reviews, while others found it childish. Yelp leaves itself vulnerable to such antics, as this is largely the purpose of their website. But they also review posts much more regularly than other sites as well.
So could the posts by this woman have negatively impacted the businesses she left her reviews on? What would have been a good response on the part of the business? Did Yelp respond appropriately? http://www.huffingtonpost.com/entry/genius-woman-reviews-her-dates-on-yelp_us_568fd16be4b0cad15e64684a  Ariella
2/8/2016 3:19:17 PM User Rank Author
Re: Ask ForHlep
@mhhf1ve I remember that episode. It was also in Target's interest because they were getting the equivalent of a company rep for free. The responses poked fun at the complainers without crossing too far over a line that the retailer may have been concerned about a negative image.
mhhf1ve
2/8/2016 11:19:41 PM User Rank Platinum
Re: Ask ForHlep
I'm not so sure Target really appreciated the "free" help because the complainers (at least some) took the fake responses seriously. If the prankster continued to work for "free" -- I doubt Target would be so gracious in accepting the "help" with its branding messages.
Ariella
2/9/2016 9:19:19 AM User Rank Author
Re: Ask ForHlep
@mhhf1ve It was one of those things that worked well for the company that capitalizes on something unexpected -- like when Oreos tweeted about dunking in the dark when the electricity went out at a Superbowl game. The publicity worked in the retailer's favor, though, of course, you can't have anyone who feels like it pretend to represent a brand. That would be fraud.
Mike Robuck
2/10/2016 11:26:07 AM User Rank Author
social media
I think if nothing else, social media has probably reduced the complaint calls to customer service agents, and now the complaints are out in the open. The companies that reply with real solutions stand out; the ones that ignore the complaints only make things worse for themselves.
 freehe
2/12/2016 4:07:04 PM User Rank Platinum
Re: social media
@Mike Robuck I agree with you. Companies are so focused on profits they have forgotten the basic principles of how they earned revenue - providing good customer service. I miss the days when you could call customer service, speak to someone from the U.S. and get your probably solved quickly. Now it takes 10-20 minutes or more to solve a minor problem and then they try to upsell additional products. Large companies are the worst. Smaller companies are not as bad.
Even with many complaints posted on social media some companies still don't address their customer service issues. How much revenue could companies generate if they would actually provide good customer service? Mike Robuck
2/16/2016 11:02:32 AM User Rank Author
Re: social media
Contest is ending next week. Remember, you can have more than one entry. Thanks everyone for the posts so far.
DHagar
2/16/2016 1:03:51 PM User Rank Platinum
Re: social media
freehe, this is truly an area where social media can "transform" service and companies. The technology advances are great - but even greater if you can get good service to best use and get the benefit from technology. The customer has been lost in the shuffle.
Let's hope the TT Contest identifies some great new leading examples for use of social media in customer service and we can support the providers recognizing this. mpouraryan
2/16/2016 2:03:14 PM User Rank Platinum
On the"Prow" w/Brief Thoughts
There is no question that the advent of Social Media has made a profound impact. I recall as Twitter made its' debut and how Dell boasted how it generated millions--and others as well. But, what is clear is that Social Media--as the World's "Virtual Town Square" can make or break anyone today. For me, one particular one that comes to mind was a Tweet that was done on the "Daily Outsider" twitter feed as part of the "watch" series on China on Tibet. It so happened that the hashtag "#Tibet" was used It generated at least 30 retweets after one of the Tibet Rights Groups objected to the fact that this "retweet" From China Daily depicted Tibet in a peaceful state when the reality as they stated was a lot worst and our team engaged in a "TweetStorm" trying to underscore a sense of the Freedom of Speech. I would probably venture a guess that at least a few followers were lost--and the followers are not that extensive yet. It also underscores how making sure that a sense of total vigilance has to be the order of the day constantly.
tsteal
2/16/2016 11:22:43 PM User Rank Steel
My Opinion About Social Media Sites
Myself, have several different social media that I use. Each one has their own pros and cons with them, for example one site may be better with grouping your contacts together than the other one or they may have it set up differently to the way you like it. Myself prefer to use LinkedIn when it comes to looking up my contacts and any business venture, they keep it well organized and professional looking. Google+ is another site good for looking up contacts and gallery sites that interest you. As for Twitter, to me it's a site similar to FaceBook, but just a little more tweeting(posting) and professioanlism that I believe engages a lot of folks to Twitter, I would say most of the folks that have a Facebook account have a Twitter account as well. One good thing that I can say about LinkedIn, Twitter, and Google+ is that I have never had any of these accounts hacked or had a virus on. Now, with FaceBook, it is a very popular site and one of the biggest social media sites that we use and one of the biggest hacked sites that I have seen. From the time I had my account with FaceBook I had to change my account numerous times, not because I forgot my password but because someone had hacked into my account. This is one of the cons with FaceBook that I don't like to much, but they have tightened up their security on their webpage making it harder for hackers to get in. There are several things that I like about FaceBook on what it has to give you, all kinds of different options to choose from on FaceBook. They have it all, games, business, leisure, news feed, apps, groups, and several more options that could be mentioned to gain ones interest. One thing that I definetly don't like about FaceBook is that a lot of folks get a little to personal and ignorant(disrespectful and rude), that they need to be unfriended to keep your page clear of any unnecessary post that they may have. If all these sites were to come together and fix there cons that they have, would it be better than FaceBook? That is a question that I always wandered if it would/could happen, I guess nothing is impossible.
Richard-S
2/17/2016 12:53:34 AM User Rank Silver
Good News... Bad News
I like to thank people and suppliers who provide a good service. So I have a Twitter account I use mostly for this. I have a separate Twitter account for posting about problems with suppliers: Often suppliers reply and resolve the problems.
Ariella
2/17/2016 1:02:15 PM User Rank Author
Re: Good News... Bad News
@Richared you have a dedicated Twitter account just for supplier issues? Does it attract a lot of followers who work with the same ones?
Mike Robuck
2/17/2016 2:25:17 PM User Rank Author
Re: Good News... Bad News
Some great responses so far. Keep 'em coming please.
Richard-S
2/17/2016 2:36:42 PM User Rank Silver
Re: Good News... Bad News
@Ariella These are low-volume Twitter accounts, so are unlikely to attract many permanent followers. However the suppliers' social media folk usually respond to the plaudits or complaints because these tweets are visible to anyone who searches for references to the suppliers.
Ariella
2/17/2016 2:46:47 PM User Rank Author
Re: Good News... Bad News
@Richard Yes, they are mindful of that. For that very reason, I do sometimes air my complaint about on my Twitter account, though I don't use a special one for that. I've had responses come in from Target. I also post on the brands' FB page. If nothing else, I usually get responses or likes from other customers who have had similar experiences.
Richard-S
2/17/2016 3:02:30 PM User Rank Silver
Re: Good News... Bad News
@Ariella My main Twitter accounts are for "nice" things, including plaudits. I wouldn't normally want to use them for complaints. Parts of the web are full of complaints & nastyness, so I like to post the opposite... when possible.
Ariella
2/17/2016 5:30:47 PM User Rank Author
Re: Good News... Bad News
@Richard-S I get you. Most of my tweets are links rather than my own remarks. I once even pointed that out when I interviewed somoene about how an interface was intended to personalize things for shoppers. It relied on the person's input from a Twitter account and was predicted on expressions of opinion and habits. It would not likely work for me.
 Joe Stanganelli
2/20/2016 10:00:46 PM User Rank Author
@bank
Once upon a time, Joe had an issue with his bank. Joe's bank decided that it wanted to take money from Joe that didn't belong to the bank. Money that the bank had promised, repeatedly, would always be Joe's, no matter what.
The bank was sneaky about taking Joe's money, but Joe caught on. He went to his local branch to talk to the branch manager, chit-chat with him, and verbally slap him on the wrists in a friendly manner. After all, Joe and the branch manager were buddies. Joe had even bought the branch manager a nice congratulatory present after the branch manager and his wife had a baby. But the branch manager didn't care. He crossed his arms and sighed and told Joe that he should be happy to be doing business with a bank that cares enough about Joe to take his money. Joe tried calling customer support, but had to navigate menus and mazes of options and voice prompts that could never be understood. When he did speak with human beings, they were always unempowered and/or too stupid to help Joe. Finally, Joe was fed up. He Tweeted that he was fed up with his bank (citing his bank by name and Twitter handle) and asked his followers for suggestions for new banks. Joe's bank's Twitter team contacted Joe promptly, and arranged a phone call with Joe. During that call, Joe was connected with a supremely nice, supremely competent woman who was not only the head of a major and important department at the bank (and thus very empowered), but was on Joe's side the entire way. Six hours later (Joe was not on the phone the entire six hours; he was called back), everything was taken care of. The awesome woman he had been connected with care of the ultra helpful social media team had taken care of everything -- telling Joe that he was right and the bank and its branch manager had been ruefully wrong. She further arranged things to make sure that the bank would never steal Joe's money again. A couple of days later, the branch manager called Joe and asked him to Tweet nice things about the bank so that he (the branch manager) wouldn't be in trouble. Several months later, a new branch manager was hired. The moral of the story: Social-media teams can wield mega power. Discussion topic: Why aren't the telephone teams as empowered, as smart, or as nice as the social-media teams? Why do the telephone teams have to follow scripts while the social-media teams don't? Extra credit question: After the branch manager lost his job, how long do you think his wife waited to file divorce papers? Assume Massachusetts law applies.  ms.akkineni
2/21/2016 11:22:35 AM User Rank Platinum
Re: @bank
@Joe: Nice story.
The moral of the story: Social-media teams can wield mega power. No doubts about this.... Discussion topic: Why aren't the telephone teams as empowered, as smart, or as nice as the social-media teams? Why do the telephone teams have to follow scripts while the social-media teams don't? Isn't the exposure the driver here? Extra credit question: After the branch manager lost his job, how long do you think his wife waited to file divorce papers? Assume Massachusetts law applies. Hmm, I have to familiarize myself with the law first.... mhhf1ve
2/23/2016 10:07:14 PM User Rank Platinum
Re: @bank
> "The moral of the story: Social-media teams can wield mega power."
Whoa. Making your customer complaints public can get companies motivated, for sure. I do remember one time I was mistreated by an airline, and basically repeated very loudly what the agent said to me so that everyone could hear what kind of poor service could be expected from the gate agent in front of me... and it worked... so.. a loud voice that reaches more customers/people can get things done. CSRs think they can treat you badly if no one knows... but if everyone knows how badly they act... then the gig is up. ms.akkineni
2/23/2016 11:15:43 PM User Rank Platinum
Re: @bank
@mhhf1ve:
Can't agree more with you. This is what I have learnt through the years. With customer service folks that are unwilling to help and push back, this is what usually works for me. Tone, Pitch and Firmness in voice - these are the three things that work magic. And the final option would be asking for a supervisor or manager. This approach worked for me in majority of the cases. But not all CSRs act this way. I must say I also had good experiences many times. batye
3/1/2016 3:31:08 AM User Rank Platinum
Re: @bank
@ms.akkineni interesting to know... but it also could be other factors in play... like where is CSR located :) or who is calling... :)
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