When someone is watching what you are doing it’s often more difficult to get a task done and in a way social media feels a bit like this. You know you should respond but when you know the world is watching you don’t know quite what to say, especially if it’s an unhappy customer, so you decide to ignore the post. This has happened a lot in the hotel industry where customers have boldly revealed all in places like Trip Advisor about their hotel stay and their reviews have largely gone without a response. Read More >

We’ve just had an interesting client workshop and I thought the process might be of interest to other companies that are wrestling with where to begin when it comes to how to roll out social media channels. Read More >

I have been chasing a few clients for a decision over the past few months.  They appear not to be able to make up their minds about whether they want to go ahead with a social media project. My hunch is that they know that it will change everything and they cannot stop it but are somewhat reluctant to dive in and get on with it. I can rightly understand their hesitation. Read More >