Last week's Wall Street Journal article about hotels monitoring Twitter to the delight of guests got a lot of buzz. Granted, I work for a technology company in Silicon Valley and the vast majority of the people I work with have already embraced social media and developed strategies for monitoring their brands and engaging with customers, but is there really anything controversial about brands adopting new ways to improve their service levels? This morning ehotelier.com [...]

A client contacted me today and asked if I could share any advice with her team on responding to negative reviews. She wrote, "We have a few people who are really intimidated by the process and I want to be able to provide any resources, articles, examples that can to help ease their mind." I referred her to a recent article that Daniel Craig wrote on the subject and, never one to not have an [...]

In my previous job I worked with large brands to develop social media campaigns on Facebook and MySpace. The majority of brands that can afford to hire a company to create Facebook applications can also afford the headcount necessary to support a ‘social media strategy’. These companies were able to share their beautifully formatted social media guidelines with us and had employees, and often agencies dedicated to the cause. Should smaller companies bow out of [...]