Category Archives: Issues Management
Social Media As Customer Service #Fail
Peter Himler, aka The Flack, has a great post today on the gap between how companies should be using social media to enhance customer service, and the reality of their continuing failure to do so. Himler picks up a thread … Continue reading
Filed under Issues Management, Listening, Social Media
Chrysler, Twitter and the #FBomb
Gini Dietrich and others have already weighed in on this issue, but I have my own take that I thought I should share. In case you’ve missed it, last week, a representative of Chrysler’s now-former social media agency, posted the … Continue reading
Filed under Issues Management, Social Media
A Cynic’s Eye View of Charlie Sheen
Ragan’s PR Daily has an item today entitled, “Is Charlie Sheen’s Image Beyond Repair?” Seriously. I posted a comment on their site but figured I’d take advantage of his name to drive some blog traffic. (I apologize for gaming the … Continue reading
Filed under Issues Management
Social Media Spreads More Than Soundbites
Peggy Noonan, the former Reagan speechwriter and Wall Street Journal columnist, shares an interesting counterpoint to the notion that social media is about sharing ideas in tidbits and 140-character clips. In “The Internet Helps Us Get Serious,” she notes with … Continue reading
Filed under Issues Management, Listening, Social Media
Wisconsin, Unions and the Reservoir of Goodwill
My friend and former colleague Jay Ferrari @trianglechoke suggested I file a post inspired by a piece by Rick Ungar on the Forbes.com blog from yesterday. In “Public Employee Unions Failing Badly at Public Relations,” Ungar writes: “The minimum wage, … Continue reading
Filed under Issues Management
When the Media Ride Shotgun With Ambulance Chasers
Two powerful articles this past week on the plight of Toyota and the “sticking accelerator” farce. In “Toyota: The Media Owe You an Apology,” Bloomberg BusinessWeek columnist Ed Wallace points out that CBS News gleefully launched the hysteria with a … Continue reading
Filed under Issues Management
Stellar Customer Service From Trapp & Co.
For Valentine’s Day I decided to be original and purchase some flowers for my wife. I contacted a local florist, Trapp & Co., via its Website and requested a suitable bouquet. Within minutes, one of their designers phoned to ask … Continue reading
Filed under Issues Management, Listening
Get Outside Your Comfort Zone
Great post today from Gini Dietrich on the Spin Sucks blog. I’ve been a subscriber to SS for a long time, and admire Gini’s ability to file a post each day of the week, plus a “greatest hits” post every … Continue reading
Filed under Issues Management
Why I’m Rooting For Tiger Woods
Article from the AP this morning on Tiger Woods’ efforts to rehabilitate his public image. It’s been nearly a year since the famed golfer’s famous Thanksgiving driving debacle and subsequent tales of infidelity and sexual addiction. He’s got an op-ed … Continue reading
Filed under Issues Management
#HBR: The High Cost of Responsibility (or Why the Lawyers & The Government Have Won)
Reading an essay on responsibility by Rosabeth Moss Kanter appearing in the October edition of the Harvard Business Review has me troubled. On the surface, taking responsibility is a noble endeavor. We all should respect and admire the person who … Continue reading
Filed under Issues Management, Return On Investment
Meanwhile Back at the Ranch is written by Bill Patterson, president of Kansas City, Mo.-based Nation Ranch, a strategic consulting firm specializing in brand management, public relations and crisis communications.
