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Jan Wyllie

New measures needed - Why Social Media Customer Service Is A Failure @davidpidsley yy - 0 views

  • companies must:
  • Empower employees
  • STOP being afraid of your customer!
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  • Improve the customer experience
  • I personally love the customer; they are my passion and success. I represent them in everything I do. I use their stories to drive change. It is something you may want to do to.
  • the brand of your business is the culmination of shared experiences
  • STOP minimizing the value of your customer! They are more influential to you in the post-commerce phase than you can imagine.
    • Jan Wyllie
       
      Of special pertinentence to Unit4 who have built their business in this precept.
  • Frank Eliason is SVP of Social Media for Citibank in New York. He previously did social media customer service for Comcast,
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Medical "Social Media" - Deliver Babies, Treat Heart Attacks, Scan Brains From Your Pho... - 0 views

  • AirStrip Technologies is setting your doctor free. The Texas based company is developing a suite of hardware/software solutions that allow physicians and nurses to monitor important vital signs from their smart phone. Now, your doctor can use her iPhone to keep track of heartbeats, nurse’s notes, exams results, and drug doses even when she is out of the hospital. AirStrip already has their obstetrician application (AirStrip OB) up and running in facilities across the US, and they’re working on similar Apps for critical care, cardiology, imaging, and lab work. By extending their virtual presence, doctors may be able to provide better healthcare 24/7. This may also be a sign that virtual diagnosis, monitoring, and expert support are poised to revolutionize medical practice. You can check out a free demo of AirStrip OB at the App Store, or watch a local news segment on the program in the video below.Read more at singularityhub.com
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Re-working Work for Virtual Teams [29Jan10] - 0 views

  • The world of work for knowledge and information workers has seen enormous shifts over the past decade, and it is something that impacts a disproportionate number of entrepreneurs.  According to the 2006 US Census, 49% of US businesses were based out of the home.  While these ranks used to be dominated by the trades (e.g. construction, electricians, plumbers, etc.), advances in technology have swelled the ranks of the home-based knowledge worker (e.g. consultants, web designers, developers, writers, etc.).

    This creates a whole new set of challenges when it comes to getting work done.  Because information-based work is almost never done in a vacuum, most of us work in teams.  And a large percentage of those teams can go weeks — if ever — without seeing each other face-to-face.  Making this work well sounds like it should be easy given all of today’s technology: email, Skype, ooVoo, Twitter, etc.  But, as usual, the issue that requires the most management is not the technology, it’s the people.

    This creates a whole new set of challenges when it comes to getting work done.  Because information-based work is almost never done in a vacuum, most of us work in teams.  And a large percentage of those teams can go weeks — if ever — without seeing each other face-to-face.  Making this work well sounds like it should be easy given all of

  • today’s technology: email, Skype, ooVoo, Twitter, etc.  But, as usual, the issue that requires the most management is not the technology, it’s the people.

    Becky McCray of SmallBizSurvival recently posted an article on MyVenturePad discussing this very thing.  In “6 Tips for managing a distributed workforce,” she discussed several valuable tips in successfully leading a team that is all working remotely (presumably from their homes).  In addition to some of her great tips — ranging from reading The One Minute Manager to explicitly declaring the weekend off — here are a couple more items that I’ve recently been reminded are critical to the success of a virtual team.

    Clarifying priorities.

    Rules of engagement.

  • Roles and responsibilities.
    Talk through assumptions.
    Ask, Then DecideRead more at www.workingpoint.com
     
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Training - Virtual Team Builders - 0 views

  • It’s Your Problem, So What Are You Going To Do About It” 3 Ways to Communicate More Effectively With Your Team

    The Four Powerful Keys to Virtual Team Success

    Creating virtual teams is not challenge-free. Why? Imagine trying to communicate effectively with people you have never met and whose personalities you are not familiar with. If this hurdle is not overcome, establishing successful virtual teams can be extremely frustrating.

  • The Secret to Being an Effective Virtual Team

    How do you foster communication and collaboration when project members are geographically dispersed? An effective starting point is the creation of a team operating agreement.

    Virtual Teams Generate Real Sales: How To Save Money And Generate Revenue Without Leaving Your Chair

    Business Continuity in a Crisis Environment

    Is your business capable of surviving a crisis situation? Will you be able to manage your staff for an effective return to “business as usual”? With some foresight and careful planning, the worst storm can be weathered. “Virtual teams” offer a compelling way to offset potential risks.

  • Read more at www.virtualteambuilders.com
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    good for a how to tag
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Virtual Teams - tips for successful meetings [13Jan10] - 0 views

    • Use your meetings for decision making and exchange of ideas rather than routine updates. Instead, email or post the updates ahead of time so people can read through them prior to the meeting
    • Meetings should be no longer than 90 minutes.  If meetings are longer than 90 minutes offer your team members a 10 minute break
    • Be realistic about how many agenda items can be covered in a meeting
    • At the end of each meeting discuss what worked, what did not work, what could be improved
    • If possible, rotate roles-scribe, timekeeper and facilitator
    • Have multiple presenters. The change of voice and pitch can help keep people engaged
    • Agree to start and end on time
    Read more at virtualteambuilders.wordpress.com
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    probably good for a "how to" tag
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Don't have a Plan? Why Not Having a Plan Can Be the Best Plan of All [28Apr10] - 0 views

  • Mark Zuckerberg and his college roommates were computer science students without any real plan. They started Facebook because it was fun, used their talents, and was a novel way for Harvard students and alumni to stay in touch. Zuckerberg never anticipated it would host over 400 million members. And he had no clear idea where the money would come from. But he kept at it until, in 2007, Facebook let outside developers create applications for it, and game developers started buying ads on Facebook to keep attracting players. Hardly Zuckerberg’s strategy in 2004.

    And when Larry Page and Sergey Brin, founders of Google, started writing code in 1996 they had no clear plan or idea how they would make money either. But that didn’t stop them from starting. It wasn’t until 2002 and 2003 that AdWords and AdSense became the company’s money-making platform.

    Last week, in Don’t Get Distracted by Your Plan, I wrote about the importance of staying flexible, about the dangers of sticking too closely to your plan. But what if you have no plan?

    Read more at blogs.hbr.org
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    Add this to the strategy behind successful use of social media
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How "Fast Zebras" Navigate Informal Networks [30Apr10] - 0 views

  • Are you a “fast zebra”??? If so, it means you have special insight into navigating informal networks, I suspect there may be herds of them racing around in social media.
  • former US Ambassador to the United Nations, has a term for people who can quickly absorb information, adapt to new challenges, and get people aligned in the right direction: fast zebras. They are the people who can skirt around or blast through the kind of gridlock found not only in the political spectrum, but in organizations of every stripe.

    The metaphor is based on the fast zebra on the African savannah who survives a trip to the drinking hole by moving quickly while slower herd members fall prey to waiting predators. Well, organizations are sometimes like the savannah; to the new-comer, they constitute vast, unexplored areas fraught with hidden dangers. The fast zebras in both contexts travel the terrain swiftly to accomplish significant goals while the naïve ones run into the predators of red tape, unaligned incentives, and unmotivated teams.

    A fast zebra is someone who is singularly focused on achieving performance results, knows how the organization can both hinder and help, and charts their course accordingly. In particular, they are wise about when to use the formal and rational elements of organization (such as hierarchy, processes, and monetary rewards) and when to use the informal

    and emotional elements (including values, networks, and feelings about the work).

    Read more at blogs.hbr.org
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    the kind of people doing very well in social media for business purposes
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Social sharing is a sociological phenomenon (per @armano) - 0 views

  • Social media has led to “social sharing,” the broadcasting of our thoughts and activities. It’s not a fad. It’s a sociological phenomenon, accelerating at light speed.

    Social sharing is a major behavioral shift, the most important so far of the 21st century. And the information we choose to share with friends, co-workers and even strangers, is re-defining the idea of what’s private and public before our very eyes.

    Read more at blogs.hbr.org
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Video - The Coming Currency Revolution - WSJ.com [9Sept09] - 0 views

  • peer to peer currency development, this one features the Ven and Serios. Largely web based.Serios are attached to emails as an incentive to open the email
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On top - In case you missed it, Skype is bigger than Facebook 10/04/25 - 0 views

  • “it’s interesting to see how large a company that provides an actually useful service can get bigger than one who’s apparent key reasons for existing are for you to share embarrassing photos of yourself and tend a virtual farm. Skype has also not felt a need to try to weasel its way into every corner of the Web with questionable tools that track your movement from site-to-site, or manipulate your profile because you click a “Like” button somewhere. Skype just exists. If you choose to use it, great, but if you don’t, they aren’t in your face about it.”
  • Some might say it’s like comparing apples and oranges as one is a social network, and one is not, but it’s still interesting to see Facebook is not the biggest thing out there despite what that company might like to have you think
    GigaOm provided some stats that Skype gave out at the recent eComm Conference
    Skype added 39 million registered users in the fourth quarter to end the year with a total of 560 million
    Skype in 2009 accounted for 12 percent of the world’s international calling minutes, a 50 percent increase over 2008
  • 36 percent of Skype-to-Skype calls as of the end of the fourth quarter included video — in other words, Skype is going to figure prominently in the video conferencing business, challenging more established players with its no-cost solution
    like Facebook, there are people with multiple accounts, and there are also spammers, but those accounts get shut down pretty fast
    Skype has also not felt a need to try to weasel its way into every corner of the Web
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  • See more at www.technobuffalo.com
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Spread Your Wings- Get More Retweet Action Today - 0 views

  • Twitter offers a great way to get your information spread far and wide: the retweet.
  • Making Re-Tweet Ready Posts

    • Make sure your post info has room for your original info plus a retweet. If your original post is close to 140 characters, the person retweeting has to edit your post to send it back out. Smells like work? People won’t make extra effort to retweet you if they have to edit your posts.
    • Make sure you use URL shorteners like bit.ly or is.gd or ow.ly (there are dozens) to get back more of your real estate.
    • If you’re going to tweet a URL, give folks a sense of what they’re clicking into. For instance, I use (video) or (youtube) when pointing to a YouTube video. And make sure you use (NSFW) on things that are Not Safe For Work.
    • The more helpful or entertaining your tweet, the more likely people will take an action.
    • The more jumbled with @ names and multiple urls and hashtags your tweet is, the less likely it will be retweeted.
    • People will gladly retweet causes (unless you fatigue us).
    • Starting a tweet with an @ means that a good chunk of folks won’t see it.
    • Retweet other people and promote other people 15x to every 1 time of your effort.
    • Don’t tweet every damned thing you write about or do. Folks will fatigue quickly.
    • Befriend and add value to the best retweeters. It’s a live network, a human network, a give-and-take relationship.

    That’s it. That’s how I do it.

    What about you? How are you getting it done?

    Photo credit Mike Baird

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10/04/08 The Revolution is over - Overhauling the conversation about social media - 0 views

  • We’re standing on the shoulders of thought leaders who got social media rolling, time to take the next steps:
    Better Research
    Better Metrics and a better understanding of what they mean
    Defining Ethical & Acceptable Practices
    Educating others

    and never wavering from the core elements of social media:
    What do you want to accomplish?
    How best do we work to accomplish your goal?
    How do we measure it?
    The author adds, “…so I’m done reading the 10 ways to better engagement and follower strategies. It’s either junk science or its been said already.The theories and practices are already defined, it’s time to go to work and use them.”
  • Geoff Livingston, a long time PR blogger, is calling it quits because,

    “I have run out of things to say.”

    Further into his post he shared a profound state of social media.

    Though the pioneering phase is done or may be near done, it’s actually a robust time for social media. Widespread adoption is occurring and best practices within verticals continue. It’s just time for new voices here and abroad (YOU GUYS) to carry the social PR conversation.

  • The internet and people are not new but the past 5 years have been a Social Media explosion. A breathless gold rush to a brave new country and anytime that happens great explorers emerge to lead the way.
    But the revolution is over
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  • I’m not implying that social media is dead or its impact will lessen, just the opposite actually. The revolution is over because we are now sitting at the decision makers table.

    It’s time to stop pretending we’ve discovered something new.Read more at knowthenetwork.com
     
  •  
    We're standing on the shoulders of thought leaders who got social media rolling, time to take the next steps:
    Better Research
    Better Metrics and a better understanding of what they mean
    Defining Ethical & Acceptable Practices
    Educating others

    and never wavering from the core elements of social media:
    What do you want to accomplish?
    How best do we work to accomplish your goal?
    How do we measure it?
    The author adds, "...so I'm done reading the 10 ways to better engagement and follower strategies. It's either junk science or its been said already.The theories and practices are already defined, it's time to go to work and use them."
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India's copyright bill gets it right - Boing Boing - 0 views

  • India's new copyright bill sounds like a pretty good piece of work: it declares private, personal copying to be "fair dealing" (like US fair use) and limits the prohibition on breaking DRM so that it's only illegal to do so if you're also violating copyright. That means that you can break the DRM on your iPad to move your books to your Kindle or vice-versa. It also makes it legal to make, distribute and sell tools to accomplish this.
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10/04/22 Money Maker - Twitter and the rise of data platforms - 0 views

  • The unthinkable has happened: Twitter has decided to make money. Longtime users of the microblogging service, which for years has operated without a viable business model, are anguished at the prospect of paid ads appearing among their tweets. But advertising is just the tip of the iceberg. Twitter’s vast and ever-growing data store will be the true profit center, say company execs — both for Twitter and for independent developers.

    Exactly to what extent Twitter plans to make its data available to outside parties remains unclear, but the company’s APIs are already accessible for developers to access its services, and last October it signed deals with Google and Microsoft to allow tweets to appear alongside search results. Now Twitter is reportedly developing “analytical products” aimed at marketers who want to mine the Twittersphere for insight into public opinion about companies, products, and brands — and it’s encouraging others to do the same.

    Read more at infoworld.com
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