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One of the issues facing social business and social CRM strategies is the issue of whether customers want to use social media as means for getting customer support. As of now, the phone is still the most common way to provide support. But would customers be willing to engage in other ways? An infographic from customer experience analytics firm ClickFox organizes research on the subject and finds that two in three customers would be willing to use social media for customer service if they understood the tools better. The infographic also breaks down the cost per interaction of various types of engagement, and finds website visits to be the cheapest by far.

Recognition, one of Herzberg's motivators, is important for employees to feel they are valued. To address this, Enterprise has introduced a system called 'The Vote'. This aims to support and encourage the development of exceptional customer service. It works on the basis of co-workers providing assessment on themselves and each other. All employees in rental branches rank everyone in their team, including themselves, in terms of their customer service efforts. They provide a constructive explanation of the rankings given. These are then fed back to all employees. Read more: http://www.thetimes100.co.uk/case-study--motivation-in-action--96-384-4.php#ixzz1AEO1R3Dw

After years of leaving photos and videos to third-party services like Twitpic and Yfrog, Twitter has finally launched its own version. "A native photosharing experience will be rolled out to 100% of users over the next couple of weeks," Twitter CEO Dick Costolo told the D9 Conference. The service means that photos and videos will be directly connected to tweets. They will be viewable on Twitter.com without having to leave the site. Twitter will also "surface the most popular videos and tweets" in a new section of the homepage, Costolo said.

Social media provides companies with new opportunities for customer service, research and marketing (within reason of course), but most respondents to a survey of C-level executive conducted by Harris Interactive for Capgemini aren't yet sure how to harness social media. The results are part of Capgemini's Executive Outsourcing Survey, and follows the firm's launch of its social media management service. Harris surveyed 302 senior executives at Fortune 1000 companies. More than half say that social media is a part of their company's customer care operations, but 64% of those said that the marketing department is solely responsible for social media marketing. Most (74%) executives in the study were simply unsure how many employees are dedicated to customer care via the social Web.

I am not Jonathon Paige. There is no Jonathon Paige. There is no SummerHoopScoop. In fact, there never was. A little over two months ago the college basketball season ended and the long off-season of recruiting events and commitment speculation began. Messageboards and popular basketball news sources began to populate with recruiting interviews, videos, news stories, and rumors. The summer circuit circus began and college basketball fans dug in for the slow rolling waves of recruiting information to parse through. Of course, the real issue is-- who's information can be trusted? Sometimes it feels to fans like recruiting services and "experts" are just sorting through twitter feeds and regurgitating third-hand information. However, a funny dynamic develops as a result. When a recruiting "source" brings good news to a fan base, it is instantly credible and plenty are willing to defend the source with recollections of previous information provided that proved correct. When a recruiting source brings bad news, it is open season. "Never heard of this guy"... "probably some opposing fan base's blogger" .... "I doubt he knows what he is talking about." In short, fans believe what they want to believe. So, out of boredom and sincere interest in the relationship between the internet, recruiting services, and consumers, I created Jonathon Paige.

"The Institute's director, Dr. Michael Rappa, spoke today in Washington, DC with senior IT executives across Federal agencies and state government about the looming talent shortage in Big Data. The panel included Jeff Butler, Director, Research Databases, with the Internal Revenue Service and Micheline Casey, former Chief Data Officer, State of Colorado. This past summer Dr. Rappa served as academic co-chair of TechAmerica Foundation's Big Data Commission, which examined strategies for transforming government through the application of Big Data."

There exists a pool of several hundred studies on media violence. These studies have always been inconsistent, despite some unfortunate claims by some scholars to the contrary. Recent reviews of this research, ranging from the 2001 Department of Health and Human Services report on youth violence through recent reviews of video-game research by the U.S. Supreme Court and the governments of Australia and Sweden, have all concluded that the research is inconsistent and weakened by methodological flaws.

"With Hurricane Sandy approaching the New York metro area, the nation's eyes are turning to its largest city. Photos of storms and flooding are popping up all over Twitter, and while many are real, some of them -- especially the really eye-popping ones -- are fake.  This post, which will be updated over the next couple of days, is an effort to sort the real from the unreal. It's a photograph verification service, you might say, or a pictorial investigation bureau. If you see a picture that looks fishy, send it to me at alexis.madrigal[at]gmail.com. If you like this sort of thing, you should also visit istwitterwrong.tumblr.com, which is just cataloging the fakes. The fakes come in three varieties: 1) Real photos that were taken long ago, but that pranksters reintroduce as images of Sandy, 2) Photoshopped images that are straight up fake, and 3) The combination of the first two: old, Photoshopped pictures being trotted out again."

Best Buy hasn't been doing so hot lately, and here's another example that shows why. The retailer has a Twitter account @Twelpforce that uses 3,000+ employees to help run it. So far it has worked without a major disaster, despite the exposure it has with so many employees working on it. But at least one Best Buy manager disagrees, and thinks it's basically a load of crap, reports Chris Morran at the Consumerist.

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Jane Beard and Jeffrey Davis didn't realize how little they speak to their children by phone until they called AT&T to switch plans. The customer service agent was breathless. The Silver Spring couple had accumulated 28,700 unused minutes.

"Confirming what a few have reported this evening: in an action unprecedented in Internet history, the Egyptian government appears to have ordered service providers to shut down all international connections to the Internet. Critical European-Asian fiber-optic routes through Egypt appear to be unaffected for now. But every Egyptian provider, every business, bank, Internet cafe, website, school, embassy, and government office that relied on the big four Egyptian ISPs for their Internet connectivity is now cut off from the rest of the world. Link Egypt, Vodafone/Raya, Telecom Egypt, Etisalat Misr, and all their customers and partners are, for the moment, off the air."

"Harvard Business Review Analytics Services has released a study on the impact of social media. Facebook, Twitter, Linkedin, blogs etc. offers organizations the chance to join conversation with millions of customers around the globe every day. But even though social media has great potential, many organizations do not properly integrate social media in their marketing and communication efforts, or only use it as a one-way communication channel instead of listening, analysing, and driving conversations. The survey was conducted among HBR magazine and newsletter subscribers during July 2010. The participating organizations were mainly based in the US and in Asia."

Copycense points us to the bizarre news that the Massachussetts state legislature has decided to ban Twitter from office computers. While Facebook is still allowed, and officials can still tweet via their mobile phones, it's banned on computers. The Legislative Information Services dept is claiming that it's because Twitter is "vulnerable to viruses," but that's fairly bizarre reasoning. Twitter itself is not prone to viruses. Some users may post links to viruses, but that's true on Facebook as well. Besides blocking all of Twitter seems like a sledgehammer approach.

Although enterprise video adoption is slow, several platforms are competing to bring the simple video sharing experience of services like YouTube to business users. Here's a look at five of them. Each of these solutions give uses the ability to upload video, encode it, view and share it online and track analytics.

Brad Feld, a venture capitalist, recently had a very uncomfortable experience with social media. The final quote from his account of the experience highlights the need to experience media to understand it: "I guess it's a good thing that this just happened and caused me to think harder about the implications. One of the reasons I immerse myself in this stuff is to understand the products and services, but also to understand the impact on humans and our society. While it's easy to think intellectually about privacy, it's a whole different deal when you have to process the ideas in the context of real issues that you encounter."

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.

Businesses that hoard information in their head office and keep staff in the dark on important metrics risk falling behind their competitors, according to MIT business guru Jeanne Ross. For organisations to fully benefit from this information, they need to share it with their staff, customers and business partners, she said. Once these groups get hold of such information, they can use it to take decisions that will boost the business. Customer service reps with a raft of data are more likely to be able to answer customer queries without having to refer the customer on, for example, and in the process save the company both time and money. But instead of spreading this information around, businesses have a tendency to keep it in head office and share it between a small pool of managers, who use it to run the business from the centre.

The mass media, including interactive social-networking tools, make you passive, can sap your initiative, leave you content to watch the spectacle of life from your couch or smartphone. Enlarge This Image Apparently even during a revolution. That is the provocative thesis of a new paper by Navid Hassanpour, a political science graduate student at Yale, titled "Media Disruption Exacerbates Revolutionary Unrest." Using complex calculations and vectors representing decision-making by potential protesters, Mr. Hassanpour, who already has a Ph.D. in electrical engineering from Stanford, studied the recent uprising in Egypt. His question was, how smart was the decision by the government of President Hosni Mubarak to completely shut down the Internet and cellphone service on Jan. 28, in the middle of the crucial protests in Tahrir Square?