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As more shoppers arrive in stores with price and product data literally at their fingertips via smartphones, their interaction with sales associates - most still earning a risible $7-10 an hour in an era of $4-per-gallon gas - is more crucial than ever. A study conducted by the Verde Group and the Wharton School of Business found that the single most critical element in customer satisfaction was not billion-dollar branding, advertising or extensive use of social media, but the quality of those personal moments when a shopper chooses -or not - to become a paying customer.

Kiln Group, an insurance specialist underwriting firm at Lloyds of London, wants to protect companies from the damage that Stupid Tweet Syndrome (our name for the disease) can cause. Details are not clear as to what exactly the insurance would pay out but if a brand is substantially damage by a vindictive or careless tweet, Kiln Group would be able to cover it.

"This year, the Girl Scouts also has a program that encourages girls to collect donations for the "I Care" program, which sends Girl Scout Cookies to troops overseas. In the past, girls in Girl Scout troops have typically sold cookies and exchange currency face-to-face. Now, with the mainstream adoption of social media and technology, girls like 11-year-old Emma Vermaak have turned to social media and PayPal to help market and sell cookies, as well as collect these donations. When the Girl Scouts discovered Emma was using PayPal to collect donations for the "I Care" program, the organization initially tweeted her support for doing what "Girl Scouts is all about!" Shortly afterwards, Emma's mom, Kimberly Reynolds, was contacted by Emma's troop's leader, who was told Emma could only take cash. The Girl Scouts then tweeted at Emma the next day (while she was at school), clarifying that they didn't mean to cause confusion by supporting her efforts, explaining "But girls cannot transact the sale (take payment) online. That must happen in person to build oh-so-important people skills.""

"At the time of publication, Burger King had not yet reclaimed control over its Twitter account. One Twitter user noted that the Burger King hack may not really be such a bad thing overall as it elevates Burger King into the national conversation, even if it is for a horribly embarrassing incident. Any publicity is good publicity, right?"

Timeline of Super Bowl events and Twitter usage for SB 46, by Colle + McVoy

Logos surround us in digital and physical space, but we rarely examine the thought and artistic thinking that goes into the design of these symbols. Utilizing a silent vocabulary of colors, shapes, and typography, logo designers give a visual identity to companies and organizations of all types. From cave painters to modern designers, artists throughout history have been reducing the complex down to simple ideas that communicate with the world.

Oreo's Dunk in the Dark Super Bowl viral tweet was 'a big win' but also 'a big failure' according to Mondelez VP of global media and consumer engagement, Bonin Bough.

Though this study is informative and interesting, there are some serious limitations that should be taken into account if we are to generalize its results to all situations of collective action (like organizations). We may do a longer writeup some time in the future, but here are a few questions that it raises: Oh, and here is a link to the original paper: http://ow.ly/3VaS4 -----Is this a problem of the technology, or of fluency with the technology?---- "This is the danger with lean media, and is especially frustrating because it implies that if a willingness to cooperate can be effectively conveyed to other group members-perhaps an easier problem to fix than curing opportunistic intent-the problems of non-cooperation..they just did not know if they could rely on others to reciprocate." (p. 119) These conclusions suggest that fluency with a medium and the norms of communication through that medium may play a significant role in trust. In other words, if i am not good at communicating my intent to cooperate within the limitations of any medium (including face-to-face speech), i will have a hard time building trust. ----Are all digital media still as "lean" as email was in 2005?--- This study bases its concept of "media richness" on 1986 work by Daft and Lengel which suggested a continuum of media richness that contains face-to-face on the "rich" end and things like reports on the "lean" end. The assumption that social media, MMORPG's, digital collaboration platforms, etc are also at the lower end with email is very, very questionable.  ----Can we generalize the behavior of business students to all situations of collective action?---- The participants were all upper-level business students from the early 2000's, who are socialized and train to deal with colle

----Norms of anonymity may have changed since 2005---- There seems to have been an increase in people using digital technologies (especially social media) as a way to build their identity, rather than anonymize it. In fact, services have sprung up to provide people with personal landing pages (http://lifehacker.com/#!5534456/five-best-personal-landing-pages). If this is true, then there is likely a corresponding pressure to build and maintain trust in a world of digital trails and easy search.

It's easy for early adopters and social media enthusiasts to get caught up in the latest and greatest tool available but many companies are still seeking a basic foundation. According to Harvard Business Review Analytic Services, only 12 percent of companies surveyed felt their organizations were using social media effectively.

When consumers think about the groups they belong to, they recall ads better, according to a new study in the Journal of Consumer Research.

I was inspired by C.C. Chapman's post about how Ragu hates dads. He pointed out that the Ragu sauce Twitter account was out there spamming the heck out of dad accounts on Twitter. So, I looked around. I wondered, "Just how many other grocery shelf products are botching their chance to capture our attention on Twitter?"