March 2010 Archives

Where are the comments?

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Take a look at the Guardian 'Comment is Free' blogs. There's quite a lot of commenting going on there. Those blogs attract attention from news readers because the blogs are specifically designed to generate opinion - the op-ed of the blog world.

But take a look at most blogs. Corporate, trade, industry, personal... there is not all that much activity in the comment section anymore. 

There are a few reasons why. First, it's inherent behaviour to keep schtum if we agree with a blog post. You read a lot of stuff you agree with and don't comment on all of it just to acknowledge that you agree. In fact, a lot of media is self-selecting. If you know that you hate the Daily Mail, you generally don't read it. Nobody would read a title they hate, commenting on the articles to let the editor know exactly why they hate it. You just filter it out. Or in the case of The Times in the near future, it won't be available online without paying a new subscription charge, so it will automatically be filtered out.

So, most blog comments are going to be negative because the reader has been stirred into action. There is something they really feel they have to say. YOU ARE WRONG. WHAT A PILE OF ... I DON'T AGREE. HOW COULD YOU SAY THAT?

And even then, most bloggers use social networks or micro-blogs to promote their main blog content. 

If a blog is linked to by an author on Twitter and you like it, you will re-tweet the link. If you hate the article you might send an @ message to the author. It's highly unlikely you will click through to the blog and make a comment there.

Likewise on a network such as Facebook. There is a button that actually says LIKE. Registering that you like something is even easier than commenting.

So, a message to companies investing in corporate blogs, it's unlikely you will get a lot of interaction on the blog, but you may be missing the interest and approval on other networks.

Or it could just be that you have nothing interesting to say?

FourSquare for Mayor

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Most of the social media advisory work I get involved in is related to the B2B space, helping companies that only ever sell to other companies. I realise that a lot of the noise in social media has been around brands reaching consumers, like Coke or Pepsi using social media instead of traditional ad campaigns, but my own experience of working closely with B2B firms for years has helped me find a niche in the market.

But the people I talk to are still wary of the online environment. I was in a client meeting yesterday where I actively had to sell the need to be talking to influencers through the Internet. And that's not unusual. There is still a persistence that the online community does not relate in any way to many business people, and I'm not sure if it is just a generational change because there are people younger than me that still believe the only way to do business is over lunch.

But if you are going to go somewhere for lunch then should you also become mayor of the establishment where you are eating? I was at an event last week in central London and one national technology journalist asked another high-profile techie: "So are you going to become mayor of this place first, or am I?"

Of course, they were referring to FourSquare

The official blurb on foursquare says: "Foursquare is a cross between a friend-finder, a social city-guide and a game that rewards you for doing interesting things. We aim to build things to not only help you keep up with the places your friends go, but that encourage you to discover new places and challenge you to explore your neighborhood in new ways."

And it's growing fast, up to 600,000 users now and recently growing at 10,000 new users each day. Users check-in when they visit a place (could be a bar, restaurant, shop) and there have been over 22m checkins so far - on a site that is less than a year old.

It's one more community that will be a hard sell to the B2B community, but the opportunities for venues to create virtual venues, with online information, interactivity, and reviews is enormous, because this community blends the virtual with the real in a way that Second Life never did.

Ask the Chancellors

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Tonight on Channel 4 the first of the big election debates will take place with their 'Ask the Chancellors' programme. It's a live debate featuring chancellor Alistair Darling (Labour) and both the would-be chancellors, George Osborne (Conservative) and Vince Cable (Lib Dem).

Channel 4 has been heavily trailing the programme. As I moved around London today I saw the huge face of Osborne staring at me from video screens at Liverpool St, and the Chancellor on the tube escalators. It's impossible to escape the heavy promotion for the debate.

This debate is important for a number of reasons. Three leadership debates have already been planned for this election, to be hosted by the BBC, Sky, and ITV. The format has been agreed for those debates and the exact dates will be determined once the election date has been announced and campaigning begins in earnest. This is going to be a one-hour trailer for those leadership debates, but clearly with a focus on the economy - one of the single most important issues of this forthcoming election.

Apart from the obvious importance for the British electorate, this is going to be another new test for social media and engagement with an electorate. Channel 4 has ensured that everyone who is potentially interested in this debate knows that the hashtag for the evening is  #askthechancellors and they will start covering the event online a full hour before the live debate begins on TV.

The importance of engaging the audience in the debate online as well as those within the TV studio is clear. Channel 4 has even assigned one of their editorial team to be a live 'fact checker' during the debate.

I'm going to be live blogging during the event for Reuters. Take a look at their coverage here, and expect more Reuters live coverage of other key events in the run up to the election itself.

What's clear is that the politicians have accepted that social media is now an important engagement tool. The media has clearly bought into the same argument - that one-way broadcast is no longer enough. Now if the politicians and media have accepted this so obviously, how come there are still companies out there that think they don't need to be engaging online with their customers - or those who influence their customers?


Twestival - underwhelming or ?

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Whisper it quietly because it would be heresy to say in front of social media types, but were you also underwhelmed by the London Twestival? I blogged about it here yesterday, just as I was on my way to the event, full of anticipation about the fun to be had meeting old friends and making new ones.

But considering the fact that I knew loads of people who were going, I only managed to meet a small handful of them. The noisy, dark venue didn't promote any kind of networking and being stuck under a railway bridge, there was no phone signal - so I couldn't get in touch with anyone to find out where they were hiding.

I swapped tweets on this earlier with dr_black and it seems the conventional wisdom is that those of us who are over 30 are just too old for this kind of thing. The nightclub, the live music, the £4-a-bottle-lager. It would be boring to suggest that I actually go to a lot of live gigs in a lot of dark clubs and usually with friends, so I'm not searching in the dark for those mates.

Twestival is a great charity fundraiser. It's a party. It's music and karaoke and beer, but it's easier to meet and talk to Twitter users on Twitter than underground in the dark nursing a cold Corona.



Will breakdance for money

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It was 2005 when NY Times columnist Thomas Friedman published his book 'The World is Flat'. This was quite an event as Friedman developed his views on globalisation and demonstrated to readers that places like China and India are not just countries full of cheap labour doing low-end work. They have smart people too.

I remember one of the analogies Friedman used in his book, alluding to several hundred years of history and competition. He broadly suggested that the nineteenth century had been ruled by the nation state. Warring naval forces and the constant empire-building was controlled by the state. The twentieth century was ruled by the company as we witnessed the growth in importance of the multinational corporation. And now, in the twenty-first century, it is the individual that is the important unit of competition. The atomisation of society down to the individual as an organisational unit.

In short, what Friedman means is that anyone, anywhere, in any profession can now compete for your job. I remember talking to some accountants recently in Liverpool. Half their department had been sent over to India. NHS hospitals do much of their accounting in India these days. Even management consultants are finding that many of their skills can be sourced from other locations - at a lower cost and at comparable levels of delivery.

But apart from the threat of outsourcing to lower cost regions, what Freidman was really alluding to was that if you want to remain relevant (and employed) in this century then you need to think of 'brand me' far more seriously. Not in the sense of reinventing yourself in the image of a 'guru', but by never losing sight of the fact that constant communication across borders is now commonplace. We all use social networks to talk to people in our line of work today and national boundaries rarely impact on those discussions - people take part in the conversation if they have something intelligent to add.

I noticed Tom Friedman talking about peer-to-peer jobs in the New York Times last weekend, so it was no surprise to see that the team at Freelancer.com got in touch with me this week to offer information on their service - Tom had mentioned the site in his column.

Freelancer.com is like eBay, but for jobs. It's the natural evolution of what Friedman suggested five years ago. They allow people with skills to advertise their services, and people who need to commission some work to find the skills - wherever they may be. The average contract is about $200, and they are securing around 1,100 jobs per day right now.

The management thinker Charles Handy was writing about this as the future of work back in the 1980s, long before the Internet made it all possible. To some it may appear to be a horrifying vision of a dog-eat-dog society, to others it's the end of the twentieth century organisation and a reversion to a previous era where people were hired job-by-job based on skills. Only this time, it's not just the skills you have, it's how you network yourself to ensure your clients around the world know you are ready to breakdance for money.

London Twestival

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It's the London Twestival this evening.

Not only does it mean that bloggers and Twitter users will get together to do some good by raising money for charity, but it's also a great opportunity for those who only ever interact in Twitter to meet in the real world.

And, before I go any further, I'm the organiser of the regular Ealing Tweetup. The next one is over lunch in the pub this coming Sunday. If you live in West London then why not come along?

Tweetup advertising over, now what did I want to say? Well, I love it that a lot of the people I chat to on Twitter will be at the party tonight. I've been looking down the list of those attending and I can see Dr Sue Black - the hero of the save Bletchley Park campaign - tech writer Jim Mortleman, Sourcing Focus writer Toby Brown, cricket nut John Brown from Speed, in fact I can see loads of people that I know from working with them, and loads that I know from chatting online - even if we have never met.

But the Twitter-using community is still awash with advertising, PR, and media folk.

The media in general has been first to find it a useful business networking tool, but isn't it time some folk from other industries started showing up to these blogger parties? Communicating effectively is vital in *any* industry.

I know from my own corporate work that I've recently been involved in advising banking, telecoms, and consulting firms about Twitter and how to use public social media tools within a communications strategy. But is anyone going to be at the party tonight representing a high-street bank. I doubt it.

I'll be there tonight. Do say hello. This is me, just as a clue to those I haven't met before:

Mark Kobayashi-Hillary

What's the real broadband target then?

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On Monday I listened to Prime Minister Gordon Brown outline his vision for a Digital Britain. I commented at the time on his elevation of the penetration target for high-speed broadband across the UK from 90% of people having access to 100%.

When I was listening to the Chancellor give his budget speech today I did a double-take when I heard him talk of a 90% target for high-speed broadband access across the UK. Was I wrong? I was talking about it on Twitter to see if I had misheard anything.

No. The Chancellor certainly had indicated there is a 90% target. But one look at the number ten website shows that on Monday the Prime Minister really did offer 100% as the target.

Clearly the speech-writers of the Chancellor and Prime Minister are not as well connected as we might hope rural business can be in future.

This is the social budget

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Politics is a great example of how social media can be used by organisations. I've written in the past about the Obama presidential campaign and how they used support that could be multiplied through networking online, but here in the UK we are seeing first-hand what's going to happen in our own election.

The election has not actually been called yet, but almost everyone expects an announcement just after Easter, leading to a May 6 election. So there will be a month of intense lobbying and this is the first ever UK general election where social media is going to play a part in the process of informing and disinforming.

Today we can see an example of just how important social media is going to be in this election campaign, because the government is announcing the annual budget this afternoon and it will obviously be the final budget of this government. Take a look at Twitter today. It's alive with debate. Look at what Computer Weekly is running on their pages - live budget coverage through blogs and tweets.

The budget has largely been called in advance by the media - as always, but it's exciting to see how much is being discussed by the online public. The election campaign will be truly exciting and more democratic as a result.

Nestlé takes a break from reality with KitKat

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Swiss confectioners Nestlé cooked up a social media storm at the tail end of last week over Greenpeace claims that Nestlé uses palm oil in their KitKat product. The subsequent palm deforestation is destroying the natural habitat of the Orang-utans, who have been in those forests for a lot longer than humans have been munching on KitKat.

When this storm exploded last week, I thought I would comment immediately. It looked like a mess because Nestlé had chosen to focus on the fact that Greenpeace has been using distorted Nestlé branding - KitKat bars with the logo changed to Killer. The Nestlé administrators running their Facebook fan page were critical of grammatical errors in the messages used to criticise their firm.

But I thought I would at least wait a few days to see what the official Nestlé response would be... surely they would have a crack team of PR firefighters working on this and trying to:

  1. Refute the Greenpeace allegations that started this mess
  2. Rebuild their fan connections and empathy in their Facebook forum; a fan base of around 94,000 people
  3. Work with the global media to ensure that both 1 and 2 above are understood... 
But no. They pasted a Q&A on their website on March 18 and talked to the Guardian on March 19. That was it... No dialogue, just a Q&A sheet pasted on the website.

There are really two separate issues here. The underlying business issue is whether or not the palm oil used in KitKat (or their other products) comes from the Sinar Mas group, the supplier accused of deforestation.

Nestlé emphatically deny their palm oil comes from this supplier - they were used in the past, but dropped. They point to a history of responsible sourcing and a reputation for social responsibility - they helped to codify the regulations on responsible use of palm oil. They do concede that Sinar Mas may well be supplying other suppliers (such as Cargill) that are subsequently supplying Nestlé because of the fragmented nature of the palm oil business. However, they have stated that even if this oil is somehow getting into the supply chain and being passed from one supplier to another, they will stamp out this practice by demanding traceability of palm oil right back to the location of production.

So we could sit here and hurl rocks at "big bad capitalist" Nestlé or give them the benefit of the doubt, and work with the firm to try improving the sustainability of palm oil production. Nestlé accounts for 0.7% of global palm oil use, but Malaysia and Indonesia export the vast majority of the palm oil they produce, with over a third going to China and India.

Who is tracing those buyers and is anyone asking if they are so careful about the palm oil suppliers they use?

Then, there is the second issue, which is the one causing most debate on the social networks - the way the public have been treated.

What can I say about that though? It's a case study in how to not treat your customers. The customers really are genuine fans of Nestlé products. It's not a euphemism to say that they have 94,000 "fans" in Facebook - those people really are fans. They love the product and they can boycott the product, and start an anti-Nestlé movement online if they so choose.

Why did Nestlé start antagonising their own consumers online? Whoever was representing the firm and belittling consumers in a fan forum should be looking for a job before the end of this week. Plus... we all understand copyright and, yes, Greenpeace are obviously guilty of abusing your trademarks and copyrights with their KitKat mash-up - but threatening Greenpeace and your own consumers with legal action based on copyright law doesn't help anyone.

Nestlé, it makes you look like complete idiots.

If you want to engage with consumers when selling them chocolate bars then also ensure that you engage with them when they have questions about the supply chain and the provenance of your ingredients. 






Tories crowdsourcing budget response

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Tomorrow is the final budget of this government, possibly of the present Labour administration if the many predictions of their demise are to believed. And what just dropped into my email, but a plea from the Conservative party to take part in the analysis of the government budget on behalf of the opposition. 

Take a look at this explanation: "Wading through all this small print ourselves is a huge job. This year we've decided to do something a bit different - we're going to crowdsource our response to the Budget. Once the Budget's out, we'll publish it in a simple format as soon as possible so you can have a good dig into it. The Treasury has hundreds of civil servants working on all this and there's no way we can match their resources - so it's important for as many of you as possible to lend a hand in analysing the detail."

It's a great idea. People will volunteer time more easily to a political party or other association, rather than the company they have to work for, day in day out. So the party faithful get that warm fluffy feeling they are making a difference and striking at the hidden secrets of the enemy. The Conservative party gets an army of researchers ready to commit themselves to a single short-term task.

How could that kind of altruistic crowdsourcing work in the enterprise?

Gordon Brown and the future of Digital Britain

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Yesterday, I sat with a group of tech journalists in King's Cross as the Prime Minister, Gordon Brown, outlined the latest proposals on building Britain's digital future.
Prime Minister at Digital Britain event

And one of the pledges that caught my attention was the pledge to ensure 100% availability of super-fast broadband. My memory of the pledges on broadband penetration may be wrong, but I thought we had only had a 90% pledge up to now.

Suddenly the PM was promising super-fast broadband for all.

Specifically the PM outlined his three-step vision for becoming a digital leader: "First to digitalise - to make Britain the leading superfast broadband digital power creating 100 per cent access to every home;

Second to personalise - seizing the opportunities for voice and choice in our public services by opening up data and using the power of digital technology to transform the way citizens interact with government;

Third to economise - in the Pre-Budget Report we set out our determination to find £11 billion of savings by driving up operational efficiency, much of it enabled by the increased transparency and reduced costs made available by new technology."

That's all good stuff you might argue, but the reason I was so interested in the 'new' 100% broadband pledge was because of the number of people I know that work outside of London and have to tolerate ridiculously poor 'broadband' connections.

The PM outlined an example of how broadband is changing lives: "The other day I heard how one of Britain's leading musicians, who spends most of his time abroad, reads his young son a bedtime story from thousands of miles away using Skype. And millions of us can now spend more time with our families because technology allows people to work easily from home."

So, although the example seems a bit crass and brings to mind Noel Gallagher quaffing Champagne with Tony Blair in Number 10, it does highlight a more serious point. More people are working from home and using the Internet becomes essential. It's no longer just a luxury.

Yet many people who live in rural areas - in fact many people who live outside of London - often feel as if they are on another planet, a planet where even a basic 8mb line is the stuff of dreams.

Those of us who live in London are rather spoiled. We do have great connectivity, we have the parliament down the road, and the best arts and culture in the country - arguably the world. But in the past few weeks I have been out on the road working with a government department and for a few regional clients, taking me to Durham, Liverpool, Southampton, Bath, and Derby all in a month. 

I've seen the differences firsthand. When I attended a major local business conference in Durham the hotel plugged a 3g dongle into a wifi router - that was supposed to provide Internet for everyone visiting the conference. And it was BT setting up the facilities! Any conference organiser trying that in London would be laughed out of the profession.
Ramside hotel idea of "broadband" - a 3g card plugged into a router

If the UK is going to truly innovate in the knowledge economy of the future then we need to truly embrace the bits of the country that have been difficult to get wired so far. We need those people on board and running their home businesses all over the country and interacting and selling online because those businesses will be a vital part of the global supply chain - and that's British talent.
Power station and tree

The government is clearly on the right track with their intentions, but the timescales seem woefully unambitious. Who can remember how different the business world was - particularly in the use of technology - at the turn of the millennium? Well how come we are now making basic pledges on infrastructure and suggesting that the small businesses who need that help will have to wait until 2020 for the dream to be a reality?

At least the Digital Britain proposals set out an agenda and purpose. And in the words of the Broadway and West End musical Avenue Q: "Purpose, it's that little flame that lights a fire under your ass!"

Avenue Q

Where's the real comment from SXSW?

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I'm jealous of all the Twitter updates describing how people are enjoying their time at the SXSW festival. Each year I mean to arrange my own passage there and each year I fail miserably and never manage to arrange it.

At least with the prevalent use of Twitter, it's possible to follow the debate at the conference and learn from afar. Or is it?

I have seen an immense amount of navel-gazing and reporting on which bar in Austin is serving the best drinks, but not much in the way of really good content. I read a comment on Twitter yesterday lamenting that a lot of bloggers are creating some really boring output from SXSW just to justify their air tickets to Texas.

So far I tend to agree.

An odds on winner

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In this world of using social media for business, it's easy to forget that there are other devices out there on which business can be done, it's not all about laptops and mobiles. I went to see the launch of a new product last night that - on the surface - may not seem remarkable compared to what can already be done on the web, but it will have far-reaching implications.

The product was a new betting platform developed by Betfair. The novelty is that Betfair have worked with TV manufacturers to ensure that their betting platform is available within the on-screen menu of their Internet-enabled TV sets. I was watching the Champion's League game last night between Manchester United and AC Milan and I was placing bets on the game using one thumb on the same remote I could use to switch channel - and without anyone instructing me on how to do it. The system (I was using a Samsung TV) is as intuitive as the volume control.

Betfair are not expecting a huge wave of business overnight from this channel, but they have been working directly with the TV manufacturers so they do have a good idea how many Internet-enabled TV sets are rolling out - and it is millions. A year down the line from now, guess which betting platform will be built-in to the TV sets in living rooms around the country?

This changes the platform in a number of ways:

  • Sports viewing will become truly interactive. Watching football, cricket, boxing or other sports will often involve betting on the outcome in a way that is not currently familiar because the viewing channel will also be the betting platform so the process of betting on the game can easily become an integral part of the experience.
  • An enormous new market of people who may never have considered betting online can be tapped into using this tool, because it is easy to use and integral to the experience - it's not like walking to the betting shop or logging into a betting website.
 And there will be greater societal changes as betting becomes a more integrated part of sports viewing, not least the issue of compulsive gambling. Can you imagine watching a late-night boxing match after a few beers in the pub and betting on each round with the TV remote? I know the facility to bet as much as you like is already out there on the Internet, but integrating it so closely into the viewing platform is something that will need to be closely monitored.

Companies seeking a way to use media platforms to work more closely with their customers have been entranced by social media marketing campaigns in the past year, but the guys at Betfair are adamant about the continued power of TV. Many many multiples of people are still watching broadcast TV on a TV set, rather than engaging with brands online or through other devices. Don't forget that every time Coronation St is on, nine million British people sit down with a brew and watch it. You don't need nine million people focused on one topic to start a trend on Twitter. In fact, you probably don't even need nine thousand.

The exciting aspect of the Betfair tool is that they can find new customers who might never have interacted with their website, and after the demonstration of their system last night I can see that this is a very powerful medium and they will make sports more engaging and fun by making it easy to put a couple of quid on the result. There will be a lot of people - people like my parents - who will feel comfortable engaging with brands like Betfair via the TV remote, but not on the web or a social network. Now, excuse me while I switch on the shopping channel...




Your vote by tweet?

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I met the Sky political editor Adam Boulton recently and I was asking him about Sky plans for integrating social media tools, such as Twitter, into the general election coverage. It seems like a perfect opportunity for media companies to crossover and offer something that truly integrates social media into what they do on a daily basis.

Adam was excited - particularly when I explained to him that the BBC Question Time programme has an amazing Twitter following. When Question Time is broadcast on BBC1, there is an incredible online debate that takes place live online and is not moderated - it just happens and thousands participate.

The three televised general election leader debates have just been agreed, and the first thing I noticed about them was that there are 76 rules that broadcasters must follow, covering everything from the height of the podiums used to the way that cutaway shots can show audience reaction.

It would be easy to criticise the stage-management of the TV debates, but clearly some rules are needed to ensure impartiality by broadcasters. What is going to be more exciting though is if the three broadcasters participating in the TV debates can agree on how they will encourage online participation in the debates. Will they all agree on hashtags? Will they seed the debate by getting some contributions online before each debate takes place? Will they be blogging summaries of the key points in each debate?

I suspect it's not at all likely that there is going to be a coordinated approach to this, but it would be a missed opportunity to really demonstrate how social media can be used to connect disparate views in a meaningful way.

Enterprise Social Media

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This blog is about being social in the workplace, the use of social media by the enterprise and how interactivity and dialogue is changing the way enterprises operate within their markets. As such, I recently blogged about Genpact and their rather weak strategy for exploring how social media is going to change the service sector.

I saw a comment on that blog claiming that I apparently don't know anything about the business side of Genpact. Well given that I've been analysing them since before they were even called Genpact, I'd argue that I do know just a little bit about them.

But I never meant to be launching an attack on Genpact as a firm. I like Pramod Bhasin and I think he does have some good insights into the service sector, it's just that I don't really agree with his watch-and-wait views on social media.

It's no good to say that a firm in a particular market doesn't need to worry about where social media is headed. It's going to shake the foundations of the business process outsourcing market in places like India because it's entirely changing the nature of the relationship between companies and consumers... and even in the B2B market, companies are finding that the only way they can reach market influencers is through true dialogue. 

Not white papers that gather dust. Not press releases that journalists ignore. Not junkets where analysts and journalists are plied with exotic trips and free drinks.

If a company won't - or can't - engage in a true two-way dialogue then who is going to trust them? And for many, this applies today, not in a vague 'future'.





Customers want you 24/7

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I blogged here recently that one of the biggest hi-tech service operators in India, GenPact, didn't have much idea about social media and how it's [social media again] going to tear up the rule book for firms offering customer services. Well, that post got an interesting comment from someone at 24/7 Customer and I followed it up.

24/7 Customer is a big,well established customer services firm specialised in outsourcing business processes - and yes, they are also headquartered in India. In fact, I've met their CEO and a number of board members over the years in some of the writing I have done on outsourcing, but I had never heard of them being involved in the social media space.

That was until I followed up the comment on my blog. I got connected to Bharathwaj Vasudevan - just Bharath for short - who is their Chief Marketing Officer. Bharath introduced me to the fact that 24/7 Customer now has an active innovation lab dedicated to churning out new ideas for products and platforms - far from their earlier heritage as an offshore call centre operation.

One of their recent efforts has been '24/7tweetview'. This is a tool focused on Twitter and designed to help companies monitor online conversations about their brands and products, aimed at helping companies offer better online support - or just to improve their online marketing.

What's interesting to me here is that 24/7 Customer is not a media firm. They aren't in the PR business. They were the guys you called to help set up a customer service centre, the call centre, the chat team, the Intelligent Voice Response that is never as intelligent as you expect... and yet here they are offering a tool that is on the market using a freemium pricing model. 

You can use it for free. Take a look. Search for your own company or products as you like. There are some analytic reports built in, which they estimate cover around 70% of the needs of most companies. Anyone wanting something more bespoke can just ask - and they get a bespoke quote for an upgraded tool, built specifically around the client requirements and yet still charged on a per use basis.

Some media firms charging extortionate fees for complex analysis of Twitter trends ought to watch out. Have the customer service experts got there first?


Can you rely on the cloud?

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What a fuss my post on here about YouTube and Google caused...!

The Guardian wrote about my predicament, focusing on the issue of storing information in the cloud. And today the BBC wrote about privacy and copyright, again pointing to my issues with Google and YouTube as a case study in how to do just about everything wrong.

I have some ongoing discussions with other media sources who want to dig deeper into this issue, so it's not quite over yet, even though I have actually got my video back

Thank you and kudos to Intelligent Conversation for having some common sense and humanity throughout this episode, unlike Youtube or Google.

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This page contains a single entry by Mark Kobayashi-Hillary published on July 1, 2011 4:48 PM.

Small world of social media was the previous entry in this blog.

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