Hate. There's this old trope: the Internet runs on love. Equally, though, it's full of hate: irrational lashing-out at the nearest person, place, or thing that's just a little bit different.
Exclusion. Hate happens, at least in part, because of homophily: birds of a feather flock together. The result is that people self-organize into groups of like for like.
Value. The ultimate proof's in the pudding. If the "relationships" created on today's Internet were valuable, perhaps people (or advertisers) might pay for the opportunity to enjoy them. Yet, few, if any, do — anywhere, ever.
Customers are in control. Work with them and learn from them.
Real conversations are two-way.
Think before you talk—but always be yourself.
Address any form of dissatisfaction head on.
Be aware that any conversation can become global at any time.
Size doesn't matter—relevance does. Just as one journalist can trigger a newscycle, one blogger can do the same.
Don't be afraid to apologize.
Develop direct links to customer community (IdeaStorm for Dell), listen for how we can improve.
One customer is part of many communities.
Teamwork, transparency and frequent consistent communication are key in this new world.
No shortcuts are possible. Implementing business change requires much effort across departments.
Tools are important but people drive processes.
Feedback digital media tools for email and chat, inside and outside of Dell, are becoming as vital as call data and traditional online support.
Working globally means anti
Having a terms-of-service agreement with these new media providers will make it easier for government agencies to create pages and use them to dramatically increase access to information, offer education on government services, and further empower citizens to interact with government.
The future of open government is allowing seamless conversations to occur between thousands of employees and people … You can’t divorce open government from technology. Technology enables the conversation and supports the conversation. We’re finding that if we don’t stand in the way of that conversation, incredible things can happen.
will open government be able to tap into the “civic surplus” to solve big problems. That’s Clay Shirky‘s “cognitive surplus,” applied to citizens and government. For open government to succeed, conveners need to get citizens to participate
Public and civic value require commitment and hard work among the core group of participants. It also requires that these groups be self-governing and submit to constraints that help them ignore distracting and entertaining material and stay focused instead on some sophisticated task
True socially-infused movements cannot be forced
The bad news for marketers is that Shirky’s examples quietly illustrate that we can’t force meaningful social activities. They happen organically, if not accidentally