Tag Archives: social media

What kind of fuckery is this?

A sister resistor at The Turn Back Time Day of Action, November 2011

A year ago we went on a Fawcett Society organised march where we called on the government to ‘not turn back time on women’s equality’. There were women carrying banners saying ‘feminism, back by popular demand’.

Back in the day, when I was at college at the beginning of the 90s, feminism felt like it was on the decline. Tainted by the media ‘loony left’ backlash and buried by the rise of lads mags, ladettes and the proclamation that feminism’s job was done.

I’ve stayed true to the cause comrades, of course, but it felt quite lonely sometimes.

Recently I’ve been wondering whether feminism is on the rise, or whether the widespread availability of social technology tools means it’s just that much more visible to express, share and discover feminist opinion that was always there bubbling away.

But it’s on the rise. If I was unconvinced before, the two Tweets I saw in quick succession this evening buried any last doubt. It’s on the rise because it needs to be.

Firstly this:

And then this:

Amy Winehouse said it best: What kind of fuckery is this?

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How to apologise on Twitter

This morning Jimmy Carr said sorry for avoiding some of his tax bill. This is a text book apology done over Twitter. Nice and simple. Gives the facts. Takes responsibility. Sounds human. Makes an apology and describes an outcome.

I’ll point out again that I’m not an especial fan of Jimmy Carr but it’s worth noting this is a Twitter apology done well. A nice case study for anyone concerned with reputation, issues and crisis management in social media.

Hopefully the debate will now move on to discuss the institutional structures that support and condone tax avoidance and move away from scapegoating individuals.

Is social CRM in? Is social CRM out? In… Out… In… Out… Shake it all about

The hokey cokey. What if that really is what it's all about?

What a confusing world we live in.  A couple of weeks ago one leading thinker would have had us believe Social CRM is dead. A week later, it’s not dead, it just needs to evolve.

Thankfully this week Facebook has come to our rescue. Step back from the life support machine, it lives.

At the risk of contributing to this hokey cokey of business buzzwords, and as much for my own clarity as anything, I thought I’d try to apply a touch of logic.

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Anatomy of an ideal community manager – ten top attributes

This is my second of four posts on motivation…

I was not alone in my scepticism about the mission to ‘get people to be excellent’ at ECEW, where employee engagement is a central stream. Many of the delegates are talking about motivating legions of staff in contact centres. We don’t hire legions of staff into social media roles, but we do need to hire people with the right aptitudes and attitudes.

Heather Taylor, community manager at the BBC, was a welcome and timely dose of optimism to counter my leaning towards cynicism.

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If you pay for passion, do you just get a transaction?

I think I’ve hit upon a silver bullet. I know exactly how to hire and keep the right people to achieve excellence but I need to take you on a journey before I can reveal it. This is the first of four posts on motivation.

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Engaged employees – a management pipedream?

61% of companies are aiming to deliver the best customer experience (CE) in their industries over the next three years according to ex-Forrester analyst and CE expert Bruce Temkin. That customer experience is widely regarded as an area in which to differentiate a brand is no surprise to those at this year’s European Customer Experience World. Striving for excellence was the common denominator amongst delegates.

Attempting to find Sofitel Heathrow T5 with a satnav that predates T5 is not much fun

For Temkin, customer experience correlates to loyalty and there are four competencies that an organisation must have to be customer centric: purposeful leadership; compelling brand values; customer connectedness and employee engagement. This last one you can gauge by asking the question, ‘are your employees fully committed to your goals?’

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Six tips to safeguard against breaking the law with social media background checks

Legal experts in the US have suggested that researching a job applicant online is akin to interviewing them and as such could be violating employment and privacy laws. (Picked up via @jdthurber) I’m not sure this issue is being discussed particularly in the UK, either from the employer or the employee perspective. I think clarity on the legalities and liabilities here would be beneficial.

The website http://www.HRlaw.co.uk touches on the area of social media background checks in the UK, but it seems this is something of a grey area in the law. Any CIPD members or employment law specialists reading this, please do feel free to comment.

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