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Victoria Burch

D#12, HW#3 - Does a New Website Hold the Secret to Great Customer Service? - 0 views

www.fastcompany.com/...interview-muller.html

Ford Consult

shared by Victoria Burch on 25 Mar 11 - Cached
  • the trend with big companies has been to outsource and mechanize and it's getting ever harder to get through to a live person who knows as much as you do about the problem you're trying to get help with. We're creating a kind of social network designed for companies and customers to communicate with each other.
  • Your best customers know more about the product than many people who work inside the company -- certainly more than most of the low-paid, call center people who are reading from a script.
  • When customers start to converge and talk, for many companies this is gold -- real engagement with current or future customers.
  • Victoria Burch on 25 Mar 11
     
    This is an interview with Thor Muller, CEO of GetSatisfaction.com. Muller discusses the importance of customer service and how it is replacing outsourcing. He talks about how it's much easier for people to discuss their problems are quickly read about them through forums on the internet vs. waiting on hold with customer service. He discusses both the benefits to the companies, as well as, the customers'. 
Jessica Guzman

D12Hw3 - 0 views

books.google.com/books

shared by Jessica Guzman on 26 Mar 11 - No Cached
  • Jessica Guzman on 26 Mar 11
     
    This a great example of customer service in a medium, how on EBay even though it great on showing you where to leave feedback it is, tough to figure out how to solve a problem.Contacting EBay about it, it lacks in a easy way to attend to the customers problems but like it saids that In the "The Web Is a Customer Service Medium by Paul Ford that they loose that contact "without fear of losing sale."
Danielle Chivers

How to Integrate Customer Service into Social Media Marketing - 0 views

www.clickz.com/...service-social-media-marketing

shared by Danielle Chivers on 25 Mar 11 - No Cached
  • Danielle Chivers on 25 Mar 11
     
    This article discusses how social media has changed customer service from being a support function into an extension of marketing. It highlights the company Zappos for being the premier example of how a company can have amazing customer service across several social media outlets. The article also discusses that 46% of customers want to solve a problem and 40% of people want to give their feedback on a product which touches on the need to be consulted. The last section of the article gives 12 ways that social media enhances customer service and 5 ways to measure social media customer service.
April Gallegos

How To Use Social Media As A Customer Service Tool - Internet Marketing for a CEO | Fus... - 0 views

blog.fuseworkstudios.com/...dia-as-a-customer-service-tool

D#12 Ford

shared by April Gallegos on 24 Mar 11 - No Cached
  • April Gallegos on 24 Mar 11
     
    This article shows how companies are using social media as customer service tools. A man had a problem and sent an SOS out on Twitter. GM responded back to him directly with a tweet and then later turned to Facebook for more character space. This goes along with Ford's article that web and social media are being used for customer service.
Lacey Preach

D#12 HW#3--Twitter changes customer service - 0 views

www.usatoday.com/...-11-18-twitterserve18_ST_N.htm

shared by Lacey Preach on 25 Mar 11 - No Cached
  • Lacey Preach on 25 Mar 11
     
    This is an article about stories of Twitter turning into a customer service site for companies. It talks about how a man got the attention of a major company by tweeting them many times so they would listen to him. Twitter is becoming a site where customer service will be the norm. One man describes the social media world a New York City night club where it is always crowded and loud. And the experience can be either good or bad. Social media in the business world is going to grow as more and more people jump on the twitter train.
Heather Krieger

D#1, HW#13-Design Website-Architectural Design - 0 views

www.pickellbuilders.com/...architectural-design

shared by Heather Krieger on 22 Aug 11 - No Cached
  • Heather Krieger on 22 Aug 11
     
    D#1, HW#13 I really enjoyed this website for a couple different reasons. First of all, the design process is similar to that in the book, but yet it has a different approach because it is for an architectural piece, instead of a web site or banner for example. I also enjoyed it because it is not only a list of the concepts for the designer process, but it is also the steps that this particular architectural design teams uses and wants to share with their customers. This shows those customers that they have a structured plan and as a customer you can know where you are in the time line of your design and build process. Although the design process is not exactly the same as the book, it uses the same concepts from beginning with a blank page and sketching out ideas, to ending with details helping to make the project personal to the audience.
Alina Kurita

D#12 HW#3 - Listings - 1 views

phoenix.craigslist.org

shared by Alina Kurita on 29 Jan 11 - Cached
  • Corey Nicholson on 29 Jan 11
     
    The Phoenix, and in general every location, craigslist website is prone to the repetition guideline of CRAP; every column is listed in only a blue hyper-link. When you pull up a certain category, every listing is also in blue hyper-link and there is no bolding what so ever.
  • ...1 more comment...
  • Corey Nicholson on 29 Jan 11
     
    Forgot to emphasize, the layout of craigslist helps to understand what not to do when designing a site's look.
  • lydia cruz on 30 Jan 11
     
    wow this website does a number to the eyes i think its to bold and blue. to me i think that it;s too much. i do like however how everything is symitrical and in order that i can give to them.
  • Alina Kurita on 27 Mar 11
     
    This is not one of the most trusted sites that I have ever been to but however it is highly used in trying to sell items that are local in the area. It is known for having some questionable items, but this is efficient in custom service because instead of worrying of shipping you can find other people in the same city for quick service or fast money. A huge difference in this site is that this does not carry as much restrictions which may worry some but it does provide different services in this way.
Corey Nicholson

D#12 HW#3 Ford's Article - 1 views

www.dbmarketing.com/...Art186.htm

shared by Corey Nicholson on 27 Mar 11 - No Cached
  • Roxana Sandoval on 27 Mar 11
     
    In this website it talks about how the web has changed customer service.
  • Corey Nicholson on 01 Apr 11
     
    This website does a great job at promoting the advantages of using the web as a medium for customer service. While it is cheaper using this method, it also makes accessibility so much easier.
Alex Portela

D#1 HW#13.3 - 0 views

www.copywriting.net

copywriting

shared by Alex Portela on 19 Jan 12 - Cached
  • write to help you succeed, profit and grow in today's cutthroat business environment. Our goal is to write the copy you need, so that you can expand the number of new leads and customers you generate each month and make more sales.
    • Alex Portela
      Alex Portela on 19 Jan 12
       
      Web services that provide copywriting. Effectively done this can help generate more business. Impact on the style of writing plays a big factor as well.
  • Motivate your prospects and customers. Capture their interest and virtually command them to buy now with powerful, persuasive words that sell. Whether you need order-pulling Web copy, punchy print advertising or on-target long copy writing,
  • Alex Portela on 19 Jan 12
     
    Web services that provide copywriting. Effectively done this can help generate more business. Impact on the style of writing plays a big factor as well.
jason richard

Starz website - 0 views

www.starz.com/spartacus

shared by jason richard on 10 Mar 11 - No Cached
  • jason richard on 10 Mar 11
     
    Starz (and other television network sites) provide a number of services for customers; they give you the option to watch missed episodes, engage in conversation about the program, and connect with others who have common interests.
lydia cruz

D#12HW#3 - 0 views

www.azcentral.com

shared by lydia cruz on 27 Mar 11 - Cached
  • lydia cruz on 27 Mar 11
     
    This website is one that helps me understand Ford's Article the best. The article basically is talking about how everyone is looking to the internet for everything. That they are no longer reading books, magazines, watching basic TV because they can find everything on the internet. It also discusses how people are looking to apps on their phones for everything even if they have to pay some money to get it. Whatever helps just a little is good. It also talks a little but about customer service and how since people are turning to the internet and the web the creators need to make them feel part of it and not just a visitor. I picked this website AZ central .com because it has everything on her news, books, jobs, homes, etc. The other thing that I like about it is that it makes me feel a part of something. With all the information that it gives me I never feel like I'm missing something and I feel like I there in the action of everything. I think that this is important because I have somewhere where I can go to get all my information and I can feel like its there for me and not just there to be there.
Merlyn Reyna

D#7 HW#6 Respecting Copyright - 0 views

creativethinking.nku.edu/...respecting_copyright.php

D#7 copyright TWC301

shared by Merlyn Reyna on 23 Feb 12 - No Cached
  • Briefly review subjects covered in last lesson: plagiarism, proper citation and paraphrasing, honesty and trustworthiness in school research and writing.
  • “Who owns copyrighted materials such as movies, music, and web pages?” Tell students that the copyright owner is the person who created the work, e.g. author, musician, artist, computer program/game creator, scientist-inventor, business person, etc.
  • Next ask the class if they are familiar with the Happy Birthday song. Inform them that this song is protected by copyright
  • ...5 more annotations...
  • Copyright is a form of legal protection given to the authors of books, music, movies, etc. Users of the books may not make copies without permission from the authors except in limited occurrences for school and personal use where there is no profit involved. This limited use is known as Fair Use which we will talk about shortly.
  • The digital aspect of the web allows for wonderful innovations such as MP3 players but ethical personal use must be employed to avoid legal punishment.
  • The RIAA, the professional organization which represents the recording companies, (Recording Industry Association of America), has reacted with copyright infringement legal actions against schools and college students. Have you noticed the warnings posted on music CDs or movie DVDs?
  • Now there are more legal ways for music customers to purchase their music online with services such as iTunes, Rhapsody, amazon.com, etc. There are even some legitimate free music download examples. For example, some unknown bands may provide free previews online. While other more popular bands or singers may post a sample tune for fans to hear for free.
  • Copyright and Fair Use, inform the students that the expert speaker is an attorney that helps students and professors at a university to learn about the ethics and Fair Use guidelines of copying digital information such as music, movies, or web content for school.
  • Merlyn Reyna on 23 Feb 12
     
    This is a good example of how copyright is explained.  The comic shown in this article is very cute and original, gives us an idea of how we can copyright without knowing. 
Victoria Burch

D#9, HW#3 -WordLingo New Media - 0 views

www.worldlingo.com/...New_media

new media flew manovich

shared by Victoria Burch on 26 Feb 11 - No Cached
  • New media rely on digital technologies, allowing for previously separate media to converge. Media convergence is defined as a phenomenon of new media and this can be explained as a digital media.“
  • he most prominent example of media convergence is the Internet, whereby the technology for video and audio streaming is rapidly evolving. The term convergence is disputed, with critics such as Lev Manovich pointing out that the 'old' medium of film could be seen as the convergence of written text (titles and credits), photography, animation and audio recording
  • New Media has become a significant element in everyday life. It allows people to communicate, bank, shop and entertain. The global network of the Internet, for instance, connects people and information via computers.[3] In this way the Internet, as a communication medium of New Media, overcomes the gap between people from different countries, permitting them to exchange opinions and information. Diverse means for this exist even within the context of the Internet, including chat rooms, Instant Messaging applications, forums, email messaging, online video and audio streaming and downloads, and voice-over-internet telecommunications. New Media is defined not only as a communication tool, but also as a tool for the commercial exchange of goods and services.[
  • ...16 more annotations...
  • transition to new media has seen a handful of powerful transnational telecommunications corporations who own the majority achieve a level of global influence which was hitherto unimaginable.
  • new media follows the logic of the postindustrial or globalised society whereby 'every citizen can construct her own custom lifestyle and select her idology from a large number of choices. Rather than pushing the same objects to a mass audience, marketing now tries to target each individual separately.'
  • "virtual communities" are being established online and transcend geographical boundaries, eliminating social restrictions. Rheingold (2000) describes these globalised societies as self-defined networks, which resemble what we do in real life. "People in vi
  • rtual communities use words on screens to exchange pleasantries and argue, engage in intellectual discourse, conduct commerce, make plans, brainstorm, gossip, feud, fall in love, create a little high art and a lot of idle talk"
  • New Media has been used extensively by social movements to educate, organize, share cultural products of movements, communicate, coalition build, and more.
  • New media can be defined not only as things you can see such as graphics, moving images, shapes, texts, and such. It is also things that cannot be seen, such as a Wi-Fi connection. Like radio or electricity, no one can see the Wi-Fi waves in the air floating through the air. But the Wi-Fi concept can be considered new media. So new media can be either concept-based, refer to a solid object, or both.
  • Any individual with the appropriate technology can now produce his or her online media and include images, text, and sound about whatever he or she chooses. [27] So the new media with technology convergence shifts the model of mass communication, and radically shapes the ways we interact and communicate with one another.
  • even some forms of digitized and converged media are not in fact interactive at all
  • "the global interactive games industry is large and growing, and is at the forefront of many of the most significant innovations in new media" (Flew 2005: 101). Interactivity is prominent in these online computer games such as World of Warcraft and The Sims. These games, developments of "new media", allow for users to establish relationships and experience a sense of belonging, despite temporal and spatial boundaries. These games can be used as an escape or to act out a desired life. Will Wright, creator of The Sims, "is fascinated by the way gamers have become so attached to his invention-with some even living their lives through it" [30]. New media have created virtual realities that are becoming mere extensions of the world we live in.
  • The advertising industry has capitalized on the proliferation of new media with large agencies running multi-million dollar interactive advertising subsidiaries. In a number of cases advertising agencies have also set up new divisions to study new media. Public relations firms are taking advantage of the opportunities in new media through interactive PR practices.
  • New media can be seen to be a convergence between the history of two separate technologies: media and computing.
  • new media can now be defined as "graphics, moving images, sounds, shapes, spaces, and texts that have become computable; that is, they comprise simply another set of computer data.
  • Flew (2002) stated that as a result of the evolution of new media technologies, globalisation occurs. Globalisation is generally stated as "more than expansion of activities beyond the boundaries of particular nation states".[6] Globalisation shortens the distance between people all over the world by the electronic communication (Carely 1992 in Flew 2002) and Cairncross (1998) expresses this great development as the "death of distance". New media "radically break the connection between physical place and social place, making physical location much less significant for our social relationships" (Croteau and Hoynes 2003: 311).
  • Old media
  • involve analog processes
  • as opposed to new media which sample media as a numerical representation in binary code.
  • Victoria Burch on 26 Feb 11
     
    This is the best article I've found for this topic. It discusses new media in relation to Manovich's article AND actually interrelates Flew's virtual communities article too! I thought that was pretty cool. It also gives examples of what new media is, and how it is affecting our communities through globalization and social change
Mark McLoone

"The Master Switch", digital citizenship, and WWIC - Artichoke - 0 views

artichoke.typepad.com/...ital-citizenship-and-wwic.html

Apple Carolyn Marvin choice consumer culture customer service cyber-citizens Frank Mort freedom Google Larry Cuban net neutrality openness Paul Ford politics The Making of the Consumer The Master Switch Tim Wu WWIC

shared by Mark McLoone on 26 Mar 11 - No Cached
  • Mark McLoone on 26 Mar 11
     
    This article, in terms of WWIC, directly quotes Ford's article. It expands on his thoughts in much further detail.
Delaney Hensley

Apple's Branding Strategy Delivers Superior Results - Seeking Alpha - 0 views

seekingalpha.com/...tegy-delivers-superior-results

shared by Delaney Hensley on 08 Jun 11 - No Cached
    • Delaney Hensley
      Delaney Hensley on 08 Jun 11
       
      The apple name is widely known because they make it known. they have a lot of contrast in theirr advertisements and their products are all very sharp designs because of the contrasting color.
  • . In Apple's case, Apple is the corporate brand with iPod being the individual brand. Some companies brand a service or a component of a product "Intel inside".
    • Delaney Hensley
      Delaney Hensley on 08 Jun 11
       
      companies have the name of their specific product on their packaging as well as the name of the company. the specific name is usually bigger and bolder. For example; apples IPod product has Ipod writen lard on the packaging. along with the apple symbol and the company name smaller.
  • Apple created a value added difference vs. =their competition (image) based primarily on advertising and "Branding".
    • Delaney Hensley
      Delaney Hensley on 08 Jun 11
       
      Apple has a very slick design of their products which attracts customers. They also have a very solid well known branding of the apple symbol and the letter "I" that they put infront of product names.
  • ...1 more annotation...
  • It provides a fantastic platform for future new products. Consumers will constantly seek out their new products and view them as the next generation with a cool image and technological superiority, It will also provide them with superior pricing power over the long term.
    • Delaney Hensley
      Delaney Hensley on 08 Jun 11
       
      their solid bright colors mixed with black and white contrsts makes a huge deal in their success.
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