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.
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 | |||||||||||
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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As I Buy Cialis (Tadalafil) Without Prescription, mentioned in my last post, our new research on executive placement at the right conferences covered some interesting information on social media. El Paso, Texas. Washington, D.C. Seattle, Washington, It would be difficult not to explore how executives were using or not using social media to tell their company story in addition to taking the podium. Not surprisingly, the results show that online channels are not being used as effectively as they could, Nashville-Davidson, Tennessee. Portland, Oregon. 125mg, 150mg, 200mg, 250mg,
- 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.
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| 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) |
12% | 19% (#7) | |
12% | 16% (#8) | |
6% | 25% (#6) | |
| None/Don’t know | 19% | -- |
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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:





