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140 Character Conference, Jeff Pulver’s latest event is taking place in Mid June. The speaker list is very impressive, and encompasses some of the biggest names in Twitterverse and most forward thinking marketers around us.
If you are in NYC or tristate area - I recommend checking out this event.
Why … do I take the time to use social media like Twitter and Facebook? …. Because there is no better way to engage the various audiences that are important in my professional and personal life.
…Your involvement in social media will grow your brand, strengthen the connection between you and your company’s key audiences, and keep you aware of what’s really happening with your business. It’s well worth the time investment….
No, these are not the quotes of a social media consultant. Refreshingly, these are the words of a CMO of a well known company. Continue reading…
At start I thought it was just me, but when I asked my Twitter and Facebook friends about it I got a lot of similar experiences: Gmail and Google Apps are slow in the recent week
Many business functions in my company are based on Google’s products. However, their recent service failures, and the service issues now, make me think that cloud is good, but maybe not good enough…
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Brands using Twitter should know - It is a double edge sword. Once you are in, you can’t go out.
Positive Example - Kimpton Hotel
I was very unhappy with the first night at Kimpton’s:
After this incident, I asked for the hotel’s manager address, and emailed him a complaint. Still angry, I looked for executives in Kimpton chain, and found Niki Leondakis, the hotel’s COO. The only way I could reach out to her was through a form in their site.
I hate these forms. They are not personal, and make me feel like I am in a test or something.
Quick twitter search revealed her twitter user name. So I sent a message addressed to her (@), stating that I was very unhappy with their service. Less than an hour later she replied me, followed me and sent me her contact details using direct message. From that point onward things went smoothly with the hotel staff and we reached a resolution for the weekend incident. Only later the hotel’s twitter team (yes, they have something like that) reached out.
The fact that an executive from the company was involved in resolving the situation, and that I had direct connection to her, improved my overall views on this hotel.
Another place you can’t leave
Negative Example - Roger Smith Hotel
Yes, I praised them in the past, but recently they turned bad. In the last trip I tried reaching out for them several times on Twitter without success.
Conclusions
1. Twitter can save your public image and increase customer satisfaction if used right - Niki’s Twitter responses turned me from an unsatisfied customer to a one writing this post.
2. Once your are in, you can’t go out - Roger Smith’s past twitter activity make their customer expect them to be responsive on this platform. When they stopped being responsive, they caused disappointment more than anything else, bigger than if they weren’t active at all on twitter.
What are your customer related Twitter experiences?
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Did you ever read someone’s Facebook status messages and learned about his personal stories through it? Did you ever read personal blogs and vlogs and felt that you are witnessing a real life story?
Last semester I lectured in a course in IDC about online storytelling, together with Noa Morag and Roni Abolafia. I wrote about it here, here and here. However I was asked several times to provide a wider overview on the topic. So here it is - an overview of immersive storytelling:
What is immersive storytelling?
Immersive storytelling is the use of social web and online video to tell a linear fictional story, through the social activities of the characters.
In cinematic storytelling, viewers experience stories by looking through a non existent wall (usually referred to as the 4th wall). The camera is accepted as given, a kind of an agreement between viewer and the actors that says: yep, we both know there is a camera here, but we accept it and actually ignore it. The emotional attachment to the characters on screen is achieved by suspension of disbelief - viewers leave their sense of reality at the entrance to the movie theater, and accept that robots, time machines[8.3/10 rating][8.3/10 rating] and radioactive naked people actually exist. In some cases, directors choose to break this rule - and change the viewers’ perspective on on-screen activities.
Ian Richardson as F. Urqhuhart in House of Cards broke the 4th wall in several episodes
But what about the stories that happen to people around us? People in real life? Did you ever read someone’s Facebook status messages and learned about his personal stories through it? Did you ever read personal blogs and vlogs and felt that you are witnessing a real life story?
