Posts Tagged ‘Twitter’

    Twitterologies. Is there such a word? I doubt it.  The CEO of Vodacom, Pieter Uys, apologized for outages via Twitter (@uyspj). Despite the inconvenience to Vodacom subscribers, the CEO is getting good marks for his simple apology. While it was happening, Uys was tweeting to customers about what he could do for them and kept in continuous contact. He tweeted the following:

"I do care for every one of our customers. What happened today was not acceptable. I'll work hard to make you smile again." "Words can't express how sorry I am about today's problem. Flat out working at making sure all is 100%. Pieter." "At the network switch with the engineers. All looks OK now. If you still have a problem, please switch phone off and on."

Fairly simple way to tell your customers you care. And that you are there. Helps to keep your company reputation intact.

If you regularly read my blog and know our work on Socializing Your CEO, you know that I follow social CEOs or other executives. Well, this story was not what I was thinking about when we first starting calling for more CEOs to use online technology.

I've been very busy so have not had a chance to mention two studies related to reputation that are worth reviewing. The first one is about industry reputation which continues to intrigue me. The Harris Interactive Poll found that the most credible industries among 2,152 adult Americans are supermarkets, hospitals, banks and electric and gas utilities. They have been doing this research since 2003. Not too surprisingly but disturbing nevertheless was that when asked this question about 17 industries, a large 48% said "none of these" industries are trustworthy. This was the highest number of people saying this since 2003.  Overall, no one industry is doing particularly well and this speaks to the overall downturn in perceptions of business over the decade.

TABLE 1 INDUSTRIES THAT ARE GENERALLY HONEST AND TRUSTWORTHY - TREND "Which of these industries do you think are generally honest and trustworthy – so that you normally believe a statement by a company in that industry?" Base: All U.S. adults
									CHANGES
	2003	2004	2005	2006	2007	2008	2009	2010	2000- 2010	2003- 2010
	%	%	%	%	%	%	%	%	%	%
Supermarkets	40	42	39	34	32	30	36	29	-7	-11
Hospitals	34	35	34	28	28	31	28	29	+1	-5
Banks	35	40	34	31	30	21	12	20	+8	-15
Electric and gas utilities	n/a	n/a	14	14	15	16	16	19	+3	n/a
Computer hardware companies	27	29	27	20	18	17	23	16	-7	-11
Computer software companies	22	25	22	23	17	16	20	15	-5	-7
Airlines	20	22	17	16	11	11	10	12	+2	-8
Online retailers	n/a	n/a	16	11	10	10	16	12	-4	n/a
Packaged food companies	23	23	21	14	12	13	16	11	-5	-12
Pharmaceutical and drug companies	13	14	9	7	11	10	9	11	+2	-2
Life insurance companies	11	15	10	11	10	9	10	10	-	-1
Car manufacturers	14	18	13	9	11	10	8	8	-	-6
Health insurance companies	7	9	9	7	7	7	7	8	+1	+1
Managed care companies such as HMOs	4	5	5	4	5	5	5	7	+2	+3
Telephone/Telecommunication companies	12	13	11	10	10	9	10	7	-3	-5
Oil Companies	4	4	3	3	3	4	5	4	-1	-
Tobacco companies	3	4	4	2	3	2	3	2	-1	-1
None of these	37	32	37	40	44	44	44	48	+4	11
Note: Multiple-response question;  n/a = industry not asked about that year

The second survey that should be on your radar is research by Nora Ganim Barnes. She has been diligently surveying Fortune 500 companies with regard to their social media usage.  Social reputation is a growing component of reputation which is why I am writing about this. This is the third survey that she has done on this topic at the Center for Marketing Research at the University of Massachusetts Dartmouth. Here are some of her key findings for 2010 (conducted in August/September 2010) which are great to track over time. 1. One quarter (23%) of Fortune 500 companies have a public-facing corporate blog with a recent post over the past 12 months. Two years ago, only 16% had blogs so this is a healthy increase. 2.  When it comes to industries, the industries with the most blogs are computer software, peripherals and office equipment. This includes companies such as HP, Microsoft, Apple. There have been increases in blogs in the specialty retail industry (Best Buy as an example) and telecommunications as well (Verizon, AT&T). 3. About one third (32%) of top 100 ranked Fortune 500 companies had a blog, a slight dip from 38% in 2008.  4. A whopping 90% of  Fortune 500 blogs take comments, have RSS feeds and take subscriptions. That is good news to see that these blogs are interactive and not one-way. 5.  They looked at corporate Twitter accounts (had to have tweeted in the past 30 days) and 60% had Twitter accounts, a jump up from 35% in 2009. Nine of the top 10 Fortune 500 companies had accounts and consistently posted.  Specialty retail companies were the most likely to have Twitter accounts. Since they are so consumer-facing, makes sense. 6. A fairly large 56% of the Fortune 500 companies are on Facebook. Not bad but not up to the level it should be and will be over time. Industry reputations are still failing but social media seems to be exploding (Twitter and Facebook) among the top companies in the US.  We are witnessing the Great American Reach Out. Industry reputations could begin the climb upwards if there was greater adoption of interactivity. No doubt industries will take this seriously and jump onboard. CEOs as well will become more socialized in the years ahead.

  I learn something new everyday.  Lately it has to do with Social CEOs because we just released our new study and we are being asked about it and how CEOs should get started. The president and CEO of BestBuyCanad Buy Baycip (Ciprofloxacin) Without Prescription, a, Mike Platt, Tweets (@BBYCanadaMike) and he has the coolest video replies for customers. They are just so friendly. I thought it was fun, 0.4mg, 0.5mg, 1mg, 2.5mg. Philadelphia, Pennsylvania. Phoenix, Arizona, Check this out.

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  Weber Shandwick regularly hosts Twitter Dialogues (#SocialID) and this past Friday was on our new research on Socializing Your CEO Buy Salbutamol Without Prescription, .  See my last few posts as well, buy generic Salbutamol. Purchase Salbutamol online,  I was asked to join my colleague Natalie Petrouhoff who we refer to as Dr Natalie (@drnatalie) to tweet about the merits and obstacles to CEOs communicating online as well as offline. It was an animated discussion and certainly kept me on my toes (or fingers on the keys?) for the full hour, buy Salbutamol without prescription. Chicago, Illinois. Houston, Texas, The topic of other executives using social media arose. This signaled to me that the people joining the dialogue were quite sophisticated about communications, Buy Salbutamol Without Prescription. Of course, Salbutamol samples, New York. Los Angeles, California, executives besides the CEO should be communicating because they are often more believable than those at the top. Companies should be seriously considering how they can communicate using their employees, köpa Salbutamol online, Osta Salbutamol online, Jotta Salbutamol verkossa, Rx free Salbutamol, from bottom to top (although I recognize that this does not always work in some cultures or heavily regulated industries).  I wholeheartedly believe that if a company has a chief sustainability officer or marketing officer or any other C-level title, Baltimore, Maryland. Milwaukee, Wisconsin, Japan, craiglist, ebay, overseas, paypal, they should strategize how to echo, share and engage others about what they do on behalf of their companies, australia, uk, us, usa. Fort Worth, Texas. Denver, Colorado, Another insightful comment was that Twitter could help CEOs learn message discipline….keeping their communications in 140 characters. Buy Salbutamol Without Prescription, Good point.

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• The tool most widely used to communicate externally by the C-suite is posting written messages on the company web site (66%). And that is a big step from a few years ago, Cialis (Tadalafil) for sale, Buy Cialis (Tadalafil) from canada, so this is good news. Despite its widespread usage, Cialis (Tadalafil) in cats, dogs, children, man, woman, men, women, Köpa Cialis (Tadalafil) online, Osta Cialis (Tadalafil) online, Jotta Cialis (Tadalafil) verkossa, executive communications professionals surveyed do not regard C-level web statements to be among the three most effective ways to communicate externally. Instead, the #1 most effective channel, according to respondents, is recorded video on the Web site, followed by live webcasts and blogs.


• Among the social networking tools, Twitter is considered more effective (25%) than Facebook (19%) and LinkedIn (16%) for external C-suite communications, Buy Cialis (Tadalafil) Without Prescription. Yet Twitter is woefully under-utilized by executives as a way to connect or communicate, online buy Cialis (Tadalafil) without a prescription. Cialis (Tadalafil) FDA approveds, It is reported by only 6% as a means that the C-suite uses to communicate now with external audiences. There is alot of debate about whether execs and CEOs should spend time on Twitter and Facebook, Cialis (Tadalafil) samples. El Paso, Texas. Washington, D.C. Seattle, Washington, The best answer to the question is "Depends." It depends on the industry, the regulations governing the industry, San Diego, California. Dallas, Texas. San Antonio, Texas, Boston, Massachusetts. Charlotte, Carolina, whether the company is customer-facing or not, and whether the executive has the time, japan, craiglist, ebay, overseas, paypal. Detroit, Michigan, San Jose, California, Few execs have the time to commit and after talking to CEOs, they do not usually have the time, buy Cialis (Tadalafil) without a prescription. Cialis (Tadalafil) over the counter, I keep wondering if there is an in-between but have not found one.

Online channels…	Used by C-suite for  communicating externally	Rated as effective (rated 4 or 5 on 5-point scale)
Written message posted on your company’s web site	66%	36% (#4)
Recorded video posted on your company’s web site	41%	55% (#1)
Live webcast over your company’s web site	31%	42% (#2)
Blog	31%	42% (#2)
YouTube	19%	32% (#5)
Facebook	12%	19% (#7)
LinkedIn	12%	16% (#8)
Twitter	6%	25% (#6)
None/Don’t know	19%	--

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Buy Propecia (Finasteride) Without Prescription, I attended a conference this week on Social Reputation (I mentioned in my last post). A social media expert from Pitney Bowes discussed how the company jumped into the social media fray, Detroit, Michigan, San Jose, California. Buy Propecia (Finasteride) online no prescription, She made an interesting statement which was well-Tweeted. She said that being a B2B company made it particularly hard to get messages across and that companies needed to humanize themselves, Propecia (Finasteride) trusted pharmacy. San Diego, California. Dallas, Texas. San Antonio, Texas, She then said that one learning from the work they are doing is that no one wants to talk to a logo. She is sure right on that count, Buy Propecia (Finasteride) Without Prescription. Companies need to be good storytellers if they want to improve their reputations, buy Propecia (Finasteride) online cod, Propecia (Finasteride) for sale, especially in the social media space. They should try not to Twitter in corporate messages but in conversational tones, Austin, Texas, Memphis, Tennessee. Order Propecia (Finasteride) online c.o.d, In the same vein, a communications director from Microsoft said that the 4th estate is important but people also want to hear directly from companies, where can i find Propecia (Finasteride) online. Where can i buy Propecia (Finasteride) online, Possibly this is why Twitter has revolutionized corporate engagement. Buy Propecia (Finasteride) Without Prescription, On a similar topic, I ran across this article this morning in TechCrunch that says that a Yelp-like product is coming very soon that allows people to rate each other’s reputations anonymously. Just what we need, 0.4mg, 0.5mg, 1mg, 2.5mg. Baltimore, Maryland. Milwaukee, Wisconsin, Anonymous raters telling the world about each other’s discretions and stupid moments. Will be curious to see what this is but I do not have high hopes when it comes to anonymous reputation drive-bys, japan, craiglist, ebay, overseas, paypal. Boston, Massachusetts. Charlotte, Carolina, I am hoping that people show some restraint. 5mg, 50mg, 75mg, 100mg. 400mg, 450mg, 500mg, 625mg. Farmacia Propecia (Finasteride) baratos, Propecia (Finasteride) online kaufen. Acheter en ligne Propecia (Finasteride), acheter Propecia (Finasteride) bon marché. Purchase Propecia (Finasteride) online. Oklahoma City, Oklahoma. Las Vegas, Nevada. Buy Propecia (Finasteride) no prescription. Buy generic Propecia (Finasteride). Order Propecia (Finasteride) online overnight delivery no prescription. Propecia (Finasteride) price. Propecia (Finasteride) withdrawal, snort, alcohol iteraction. Chicago, Illinois. Houston, Texas. Propecia (Finasteride) from canadian pharmacy. Online buy Propecia (Finasteride) without a prescription. Nashville-Davidson, Tennessee. Portland, Oregon. Canada, mexico, india. 1000mg, 2000mg. Rx free Propecia (Finasteride). Kjøpe Propecia (Finasteride) online, bestill Propecia (Finasteride) online. Buy Propecia (Finasteride) from mexico. Purchase Propecia (Finasteride) online no prescription. Online buying Propecia (Finasteride) hcl. Propecia (Finasteride) FDA approveds. Where can i buy cheapest Propecia (Finasteride) online. Købe Propecia (Finasteride) online, αγοράζουν online Propecia (Finasteride). Propecia (Finasteride) in cats, dogs, children, man, woman, men, women. 650mg, 800mg, 875mg, 900mg. Australia, uk, us, usa. Propecia (Finasteride) samples. Japan, craiglist, ebay, overseas, paypal. Rx free Propecia (Finasteride). 125mg, 150mg, 200mg, 250mg. Buy Propecia (Finasteride) without prescription. Where can i buy Propecia (Finasteride) online. Köpa Propecia (Finasteride) online, Osta Propecia (Finasteride) online, Jotta Propecia (Finasteride) verkossa. New York. Los Angeles, California. Austin, Texas, Memphis, Tennessee. Propecia (Finasteride) price. 0.4mg, 0.5mg, 1mg, 2.5mg. Oklahoma City, Oklahoma. Las Vegas, Nevada. Comprar en línea Propecia (Finasteride), comprar Propecia (Finasteride) baratos. Online buy Propecia (Finasteride) without a prescription. Buy Propecia (Finasteride) from canada. Buy no prescription Propecia (Finasteride) online. Detroit, Michigan, San Jose, California. Propecia (Finasteride) samples. Where can i order Propecia (Finasteride) without prescription. Buy Propecia (Finasteride) without a prescription. 5mg, 50mg, 75mg, 100mg. Purchase Propecia (Finasteride) online no prescription. El Paso, Texas. Washington, D.C. Seattle, Washington.

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 A woman living in the Chicago is being sued for allegedly Twittering that her management company is okay with moldy apartments where she lives. Horizon Group Management sued her this week for publishing "a false and defamatory tweet" on Twitter. According to the suit the woman Twittered "Who said sleeping in a moldy apartment was bad for you? Horizon realty thinks it's okay." Horizon Group Management is suing because it says it has been greatly injured in its reputation as a landlord. How much? In excess of $50,000 in damages.

 

Reputation injury law suits a la Twitter are starting. Wonder what the law says about Twitter defamation.

   Our research on online reputation management found that leaders worry a lot about what current and former employees might reveal online about their organizations. Not sure they thought about employees who are offered a job but have not exactly started. One such employee at Cisco may have lost his job in a matter of 140 characters. This poor fellow twittered about having received a job offer from Cisco and deciding between a “fatty paycheck” and commuting to a job he’d hate.  It is unclear if Cisco rescinded the job but we do know that Cisco contacted him pretty quickly and soon afterwards he set his Twitter account to private.  There is now a CiscoFatty.com site to keep this Internet tale alive. As an article on this nefarious event said, this fellow violated the cardinal rule of the Internet which is to never write anything that you wouldn’t want your mom or boss to see. Reputations have been ruined by less than 140 characters.

 

My favorite line in the article was this: “The Internet is not your BFF.”

My good friend and colleague Brendan May heads up our corporate responsibility practice (www.planet2050.com) at Weber Shandwick. He just wrote an article  for Climate Change Corp on why sustainability seems to be surviving the downturn, and even prospering. I enjoyed it so much that I wanted to mention here.

 

 

Corporate responsibility is a fundamental element of corporate reputation-building. Reputations may seem to be under water right now but they are in the process of rebuilding the world over from the ground floor up. Don't overlook all the reputation-enhancing activities going on under the radar. Online and offline reputation building never ceases and corporate responsibility has become so integral that it has become like the air we breathe. I was glad that he reminded me that Twitter will play a powerful role in online reputation management (#4) and keeping sustainability honest.

 

As Brendan says: "For those of us who earn our living from sustainability, it’s very risky to assume we are unaffected by the global economic turmoil that graces the front pages and news bulletins on a daily basis. The crisis has implications for the prosperity of the environmental cause, as it does for every product, service or movement. But I would argue that the doomsayers and sceptics who argued that green business would be an early casualty of the credit crunch appear to have been proved wrong." Five reasons from Brendan on why:

1. Yes, they will…There’s little doubt that the political change sweeping the United States partly explains continued corporate attention to issues like climate change. At barely six weeks old, the new administration will take some time to provide a clear sense of what it will and won’t be able to achieve in combating the relentless rise in emissions. There will be many debates and trade-offs ahead. But the ‘chatter’ around the Obama phenomenon is, for now, sufficient for the business community to assume that the old rules will no longer apply, and that scrutiny of their environmental performance will increase rapidly in a way that was inconceivable under the previous regime. 2. Greener is cheaper…There is of course an ironic benefit to the sustainability movement from the current economic caution. Times of austerity and last year’s commodity price volatility have turned many people firmly off the fossil fuel based economy. Combined with the economic stimulus plans being crafted, many of which place the search for new clean technologies at their heart, it is unlikely that people will look back on this global recession as a bad thing for the sustainability movement. 3. Meanwhile, back in Arkansas…Another reason lies in a place called Bentonville, Arkansas, home of course to Walmart’s global HQ. Three years ago, Lee Scott turned the course of that company’s direction. He said all the right things, attracted the right cautious support from NGOs, and certainly secured the attention of the world’s media. Even sceptics conceded that it was a good start, but rightly pointed out the proof of the pudding would be in the eating.  Steadily, Walmart has begun to implement its strategy. The most significant recent development is that all suppliers to Walmart are now being required to step up to the plate on sustainability – rightly so as Walmart cannot possibly reduce and eventually neutralise its environmental footprint without its suppliers doing the same. 4. Tweet tweet…Another reason companies are not abandoning environmental priorities is that they simply cannot afford to take their eye off the ball.  One thing that won’t disappear in a recession is hard-hitting NGO campaigns. Especially now they have the cheap option of social media at their hourly disposal. Indeed, an effective NGO strike on a business is likely to have a far greater impact in a downturn, when there is such intense competition between companies for market share. 5. After the storm…Lastly, the smart company will already be thinking about how it looks when gradually life returns to normal. How wasteful it would be to have to start all over again. Therefore no matter how difficult things look and feel in these long winter months, the smart thing to do is to prepare the recovery strategy, with sustainability at its heart.

When the world returns to financial health, which it surely will, there will be two types of company left: those fit for purpose and those fit for nothing. The fit for purpose company will be an environmental leader, ready to embrace a new world order.