#socialmedia Profile - @Marc

.@craigsutton Next Tues. Our next host is @tamar author of The New Community Rules, Marketing on the Social Web #sm52 #socialmedia

@johncass should be able to click on the bid red box that says "The Big Follow" assuming you already logged in thru o-auth #sm51

@techguerilla @johncass We have a new feature which allows u follow those who participated today http://bit.ly/9xd8SD #sm51

.@dc2fla it has been awhile @marC_meyer :) #sm51

Thanks everyone for todays #socialmedia tweetchat, you guys are truly a smart smart bunch #sm51

#sm51 As we get ready to wind down, I want to thank @johncass for a stimulating, content rich, engagement today!!

@eamcc Thanks for stopping by..always appreciated #sm51

@johncass Quality, useful, purposeful content that intersects w/ the needs of passionate users #sm51

#sm51 @karimacatherine That's the purist or corporarte in you talking. But UGC doesn't play by those rules

IMO, What often gets overlooked in social media is the transparency of disclosure #sm51

@johncass @AndrewMueller They won't and it happens more times than they would care to admit #sm51

@johncass I do, I remember thinking it was totally disingenuous and forced at best #sm51

#sm51 Does disclosure determine or alter your perception of social media content?

#sm51 @johncass That's a great question, does disclosure water down the msg.or the content if it didn't originate w/ you?

RT @andrewmueller If you are interested in engagement and content strategy and how they relate to eachother, join me and others at #sm51

Might be important to differentiate the type of content.. #sm51

@chrissfife Does content lead to engagement? #sm51

RT @johncass: Welcome to #socialmedia Lets start w/ Q1) Whats first, content marketing &/or engagement marketing as the lead strategy? #sm51

#sm51 @anwith1n Heyyyyy An!! LTNT

Almost time for todays #socialmedia tweetchat with @johncass. Come on & join us The topic is engagement & content. hashtag is #sm51

In a little over 30 minutes @johncass leads the way for todays #socialmedia tweetchat on SM engagement & content #sm51

RT @jasonbreed: noon est chat w/ @johncass on Content & Engagement Strat in #socialmedia www.hashtagsocialmedia.com/blog follow #sm51

RT @jasonbreed: Great service happens from a series of defining moments. details matter. manage to the entire experience..aww yea #sm50

I want to thank Frank for a great session today. Lively convo. on an even livelier topic. Thanks to everyone. @comcastcares #sm50

@marketwire Don't know if current social media allows for years for orgs to get culture change right.. #sm50

x@livepath Love that... #sm50

@dariasteigman I'd say absolutely yes... #sm50

@livepath too much data? too much of a learning curve? #sm50

@dariasteigman Thats a great point, it's a tool that facilitates a better interaction. #sm50

@comcastcares some would say the easiest way "in" to social media is through customer service, would u agree? #sm50

@jsandford yup agree..give them ownership reward them for happy customer experiences.. #sm50

May b it's not so much the # of bodies handling customer service as it is the types of decisions that r being made by those bodies #sm50

@karimacatherine "Isn't it an opportunity for companies to keep the good service going"...yes but.. #sm50

@karimacatherine yes but also an opportunity to continue to suck...:) #sm50

Hey let's not forget the dark side of social media & customer service: Bad service & bad experiences can scale quickly #sm50

In other words, customer service scales by distributing the responsibility and ownership across the board.. #sm50

To quote @jasonbreed, customer service with social media needs to be owned via distributed empowerment.. #sm50

@comcastcares Then there needs to be a culture change to alter perception and degrees of respect #sm50

Time to get started with @comcastcares and todays topic of social media and customer service #sm50

We're about 20 minutes out until #sm50 tweetchat with @comcastcares, Today we'll about talking about customer service and #socialmedia

RT @verdinoblog: Catch #socialmedia #sm49 on-demand: Earlier today, I moderated a lively tweetchat for #socialmedia...http://bit.ly/aQQxoO

@iMediaMichelle Then having @comcastcares next week for #sm50 should be a good workout :) #sm49

Carrying todays momentum through to next week, our #socialmedia tweetchat will be hosted by @comcastcares #sm49

Big shoutout to @gregverdino today, that was a helluva topic with an equally hellatious group participating... #sm49

@dariasteigman Thanks Daria, we need to catch up some time soon..:) #sm49

@kenburbary ken Thank you...talk to you later #sm49

@bdresher Like this community on Tuesdays at 12 noon EST #socialmedia :) #sm49

To me mastered means that SM is being used in some other way besides as a one to many mechanism #sm49

@bdresher Agree with that as well about FB #sm49

@gregverdino Believe it or not, Video in its current form has not yet been mastered but still has the greatest potential #sm49

Marketers have to outpace consumers and THAT just may be the whole crux of Shiny Object Syndrome #socialmedia #sm39

My s.o. better be part of my product line or offering, if not, then I must be a Chinese restaurant trying to sell burgers #sm49

Shiny objects aren't so sexy once you catch up to them vs. strategic innovation which at least has the word strategy baked into it #sm49

Why are mktrs always on the look out for the next big thing ? Pressure to succeed and to succeed quickly #sm49

@gregverdino Not if we keep them in beta forever... #sm49

NBT has always been about winning, screw competition....#sm49

Here we go folks jump right in on todays #socialmedia tweetchat starting now with @gregverdino the hashtag is #sm49

I'm going to tweet from our hashtagsocialmedia.com site today, new platform, solid infrastructure, it's going to rock. #sm49

RT @gregverdino: #sm49 topic: the next big thing is so last year. tired of Twitter? fed up with face book? what's next? join me at noon. ;-)

@tmillerthriller Right on. #sm49

I'm in..RT @BethHarte: RT @gregverdino already getting excited to stir it up with #socialmedia #sm49 at noon et. who plans to join the fun?

@techguerilla @gturpin yes you need foot soldiers, but amongst them, leaders do exist, just don't need "me-too" types. #socialmedia

social media is so full of sycophants... or maybe it's just because of the transparency of the platforms we use. #socialmedia

@ikepigott If I could I would don the Seuss hat, instead I head to our tweetchat, it starts in an hour with @gregverdino from Powered #sm49

Hey folks someone you're going to want to chat with, @gregverdino, will be leading todays #socialmeda tweetchat at noon #sm49

FYI Next weeks #socialmedia tweetchat host is Powered's VP of Strategy and Solutions @gregverdino #sm48

@CoryOBrien You can go deeper than that...:) #sm48

@karimacatherine Agree but most co.'s if they are worth their salt, are already segmenting w/o social media #sm48

@engine140 or better yet, how to segment signal from noise...:) #sm48

@chrissfife theres a nice hidden question in there: How does influence manifest itself in mktg. conversations #sm48

@kenburbary Q2, brands will say segmentation but that really means mass engagement... #sm48

@ion_interactive it means they can be manipulated the same way that organic search results can be... #sm48

@adamcohen Completely agree... #sm48

Agree: RT @kenburbary: Lets try to nail down some key questions to ask when getting start segmenting your social media audience #sm48

@elhoust I don't we look at them differently as much as we have more to look at now... #sm48

or a baseline.. #sm48

RT @kenburbary: 1.5 hours until we kick off #socialmedia chat 2day on Segmenting Customers in Soc Me #sm48 http://bit.ly/rExdH 4 background

This week's #Socialmedia Tweetchat Topic: Social and the New Model For Market Segmentation #sm48 http://post.ly/PDN1

Next month will be our 1 year anniversary of Hashtag socialmedia 52 kick ass hosts on the business of social media wow..#sm47

@MackCollier Hard to believe, but you were host #2, @kdpaine was #47 #socialmedia #sm47

And for those scoring at home, in 2 weeks we have Powered's Strategy VP @gregverdino leading our #socialmedia Tweetchat session

Next week's host is Ernst and Young's Digital Strategist @kenburbary. Ken is an alumnus of our #socialmedia Tweetchat #sm47

@themaria FB does prevent some challenges #sm47

I want to give a major shoutout to @kdpaine. It was fascinating 2 hear her thoughts as well the inputs of others! Great Convo! #sm47

When responding to sentiment, you're ppl need to know the difference between a troll, a cyberwhiner & a brand champion. #sm47

measuring what matters is determined by velocity x frequency.. #sm47

@JoeKikta @jasonbreed @kdpaine and better yet, how and when should MS react? proactive or reactive? #sm47

There is some create mojo happening in todays tweetchat being led by @kdpaine #sm47

Sure mentions are important but to me, but the sentiment of those mentions have more bearing on effectiveness #sm47

I can only imagine how difficult it would be to manually measure, actually maybe not, Toyota sentiment lately... #sm47

sentiment vs. semantics... #sm47

@nigellegg sentiment analysis. #sm47

@RepuTrack tonality measurement? #sm47

@kdpaine positive is what's desirable... #sm47

@MackCollier Thanks Mack. I haven't talked with you in awhile! #socialmedia #sm47

A little less than 30 minutes to Today's #socialmedia tweetchat w/ @kdpaine topic: sentiment analysis in social media. #sm47

RT @kdpaine: getting ready for our debate today on Sentiment Analysis at noon EST follow #sm47 for discussion. http://bit.ly/rExdHread

FYI- 2day at 12 EST we have @kdpaine talking about the big white elephant in the room-sentiment analysis in #socialmedia #sm47

"Nothing personal it's just business will take on new meaning in #socialmedia as conversations become fewer & less relevant #sm2010

4 next wks #socialmedia chat We keep the momentum going & talk about measurement in SM w/ the queen of measurement @kdpaine

@conniereece Thought so, and think its a good route/path to start to create #sm46

Does Forrester trust it's employees? Sorry... I had to..:) #sm46

@kseniacoffman I would hope that we all do... #sm46

@kseniacoffman Precisely. #sm46

@AndrewMueller @rustyspeidel Andrew is correct. :) #sm46

@kseniacoffman But my peers are the ones I trust. if you can't trust your peers then what? there's the rub. #sm46

@rustyspeidel and somehow are losing it according to the Edelman report.. #sm46

@andrewmueller because it's subjective. Should media have a baseline definition of trust? #sm46

@pgillin perhaps we need media to tell us why we need or should trust them again/if ever. #sm46

@iMediaMichelle absolutely, PR is not enough #sm46

I trust what I read and receive from the people that I have vetted and follow on twitter #sm46

@iMediaMichelle absolutely, PR is not enough #sm46

I trust what I read and receive from the people that I have vetted and follow on twitter #sm46

@chrissfife and also can be manipulated #sm46

context and trust....hmmm #sm46

RT @pgillin: Q2: Can businesses & institutions fill some of the trust gap created by the collapse of media institutions? #sm46

Why the erosion of trust then? #sm46

Really good conversation taking place with @pgillin about trust in media at the moment on #socialmedia tweetchat #sm46

@rustyspeidel not at all... #sm46

when authority is defined by influence & popularity, trust takes a back seat #sm46

@pgillin I think we need a 2010 new media definition of Trust. #sm46

@conniereece I don't. #sm46

You would think that UGC was the culprit for the decline of trust in media, but it might not be. #sm46

RT @pgillin: First discussion question for #sm46: Does the proliferation of new media make us more informed or just more confused? #sm46

RT @jasonbreed: @pgillin confusion comes in content aggregation w/out context. Being informed is content with context #sm46

RT @pgillin: First discussion question for #sm46: Does the proliferation of new media make us more informed or just more confused? #sm46

@cwolicki The folks at Edelman may have something to say about that #sm46

@pgillin It depends on the consumer but confusion would come from mixed messages #sm46

15 minutes till @pgillin throws down on #socialmedia tweetchat. Topic? Media Destruction: Are We Better Off In the Long Run? #sm46

It would seem that Edelman's report on the decline of trust in media dovetails nicely into 2days Tweetchat at noon est with @pgillin #sm46

In a little over an hour @pgillin will be hosting todays #socialmedia tweetchat. #sm46

This weeks #SocialMedia Tweetchat Topic: Destruction of the Media Industry: Will We Be Better Off In the Long Run? http://post.ly/Mxgk

Todays #socialmedia tweetchat should be a good one with @pgillin hosting be sure to tune in at noon est. #sm46

FYI...Next weeks #socialmedia tweetchat host will be following a tough act, but I think he can do it. It's @pgillin

HUGE shoutout to @whatsnext...Really enjoyed this and I think everyone would say the same.. #sm45

@whatsnext You rocked it. I loved what happened with the last question. Actionable take-aways! Thats what ppl want! #sm45

HUGE shoutout to @whatsnext...Really enjoyed this and I think everyone would say the same.. #sm45

@whatsnext You rocked it. I loved what happened with the last question. Actionable take-aways! Thats what ppl want! #sm45

Tactic: Don't underestimate or discount the power of video. Keep thinking of the ways that you can fold it into your org. #sm45

@MaryAnnHalford It already is. #sm45

Tactic: Don't underestimate or discount the power of video. Keep thinking of the ways that you can fold it into your org. #sm45

tactic: deploy a 3rd party blog platform, takes < than 30 minutes. i.e. posterous, tumblr, SEO/SM impact immediate. #sm45

@whatsnext Agree, it's not quick..but can be effective, it develops and identifies brand champions/ambassadors #sm45

@whatsnext I think I would bubble that out to say, create a community around your product or company... #sm45

tactic: Create a hashtag around your company, product, or industry and drive the conversations #sm45

Quick tactic: Creating FB fan page around product- 1 day to create..managing about 5-10 minutes per day #sm45

Quick tactic: Real time keyword/product/industry monitoring #sm45

RT @whatsnext: Q3) Are there quick tactics that can be used to build company enthusiasm around SMM? #sm45

@ByDesignMktg Sometimes not marketers, but sales people. How well do sales people "know" social media? #sm45

RT @whatsnext: Q3) Are there quick tactics that can be used to build company enthusiasm around SMM? #sm45

@ByDesignMktg Sometimes not marketers, but sales people. How well do sales people "know" social media? #sm45

What if ROI was fuzzy, would you still pitch social media to an exec? #sm45

@whatsnext Before and After's work great. Also here's what your competition is doing versus what u are doing... #sm45

@whatsnext i.e. Execs want to know....Is it worth it? Period. #sm45

time and resources are inversely proportional to strategy and tactics #sm45

@whatsnext I agree, but that's the "tough sell" part #sm45

Try selling mgmt on social media ROI when they are aware of the time suck quotient..that is indeed a slippery slope #sm45

RT @whatsnext: Q2) Do companies have time for social media? we touched on this - what do you think? #sm45

@brightmatrix For execs & social media... if not your voice...at the least your ears #sm45

@whatsnext case studies from their competition has impact..:) #sm45

When will social media cease being "new"? #sm45

We're underway with todays #socialmedia tweetchat with @whatsnext. topic: Understanding value of SMM Use #sm45 to follow.

We're about 5 or so minutes from todays. #socialmedia tweetchat w/ host @whatsnext Free to all to join in....

This weeks #SocialMedia Tweetchat Topic: Fear Factor: Understanding the Value of Adding Social Media to the Mix http://post.ly/Lny0

Thinking out loud: One of these days @ambercadabra's schedule will free up so she can host a #socialmedia Tweetchat session. #sm44

@dc2fla @Tbeffs #@mollask @TobyDiva Right back atcha, it doesn't work without you fine folks! #sm44

@jasonbreed Thank you my friend. #sm44

I want 2 thank @shelisrael for taking time from his busy schedule 2 sit for an hour & talk. It was truly a high-level convo! #sm44

@conniereece Thanks Connie, talk to you soon! #sm44

@shelisrael In 2010 look 4 Twitter 2 create pay walls & look 4 them to seriously consider selling to the highest bidder. #sm44

@jasonbreed great points.. #sm44

Maybe 2010 is when WE push back to to push style marketing on Twitter? #sm44

@CraigKessler one deceives and the other steals..:) #sm44

Look for spammers to become more creative in the ways that they try and game Twitter in 2010 as well. #sm44

Look for a premium model to be offered by Twitter in 2010 #sm44

@TobyDiva I think that's the easiest, least intrusive way of utilizing it, w/o too much pain #sm44

@conniereece Sadly we're already seeing that, don't you think? #sm44

I think it's a safe bet that Twitter will change in 2010. Some may quit using it because of the changes as well. #sm44

@LauraMattis It's the hashtag associated with this weeks #socialmedia tweetchat. @shelisrael is host #44 #sm44

Conversations on twitter and monitoring conversations on Twitter are 2 entirely different things. #sm44

@billrobbCisco Tho Real time monitoring can be opportunistic, it doesn't determine success. #sm44

The true value of Twitter for B2B won't be so much in the conversations as it might be in the monitoring. #sm44

Twitter allowed/enabled us to create this. and have @shelisrael host. We're all together now because of it. A win-win. #sm44

Oddly enough, I haven't heard anyone say, "Twitter allows me to tell everyone what I'm doing and what I ate... #sm44

@nigellegg Has it? Some would argue that B2B is still struggling with the value of Twitter. #sm44

@jasonbreed Agree. I've said before that Twitter has become my default RSS #sm44

@Shanan_S ahhh never thought of twitter as tetris..Anyone want to volunteer a post? Twitter as Tetris. :) #sm44

RT @conniereece: "listening" to #sm44 via tweetchat.com - join host @shelisrael by following the hashtag #sm44

@bdresher your reach or USA Today's? or both? #sm44

@techguerilla Agree, I have a built in talent pool that I can access 24/7/365 #sm44

@Shanan_S without a doubt and I venture anyone to really say otherwise.. #sm44

RT @shelisrael: I just learned that Conan has declined hosting #SM44. He doesn't like the time slot. So you'll be stuck with me.

@shelisrael When did naked conversations come out? 2004 wasn't it? #sm44

@shelisrael Quick go make yourself something and then share it with others...--->http://www.threadless.com/ :) #sm44

We're 30 min.s out until our #socialmedia chat w/ @shelisrael. Shel was talking about soc. me. b4 it had a "name". Join us #sm44

RT @shelisrael: I'm asking just 2 Qs on #SM44 at noon est: How did Twitter change your business in 2009? How will Twitter change in 2010?

A nice lil' back channel discussion happening right now on social media success between @CoryOBrien & @techguerilla #sm43

@MaryAnnHalford Here is todays transcript http://twurl.nl/1to20c #sm43

Next weeks host for #socialmedia tweetchat will be @shelisrael #sm43

Todays #SocialMedia Tweetchat Topic: The Social Media RFP: How to Get the Best Results: If you want to purchase an... http://bit.ly/5dlzZe

A huge shoutout to @maggiefox for todays #socialmedia tweetchat. A lot of compelling thoughts and ideas! Great Stuff! #sm43

Todays #SocialMedia Tweetchat Topic: The Social Media RFP: How to Get the Best Results: If you want to purchase an... http://bit.ly/5dlzZe

A huge shoutout to @maggiefox for todays #socialmedia tweetchat. A lot of compelling thoughts and ideas! Great Stuff! #sm43

@cmwooll I think its paramount and should always be step #1 in setting up listening grids #sm43

@maggiefox Absolutely: Re: finding a vendor: those rules have not changed. Have they done the work? Are they qualified? Client refs? #sm43

@MichaelWillett which would you prefer in your new hire? traditional business strategy acumen or competency in SM deployment? #sm43

No one likes to fly blind and no one should. #sm43

IMO What this points 2, is how important it is 2 have a baseline knowledge of SM internally before going outside the Org. #sm43

@maggiefox Q3: How do you evaluate your responses to pick the best solution? i.e how do you make sense of what you're reading.. #sm43

@andrewmueller Completely agree with that. I have walked away from gigs because of the lack of a cultural fit. #sm43

@techguerilla and make sure they us the "rfp" in their criteria.. #sm43

Don't rely on search to source for social media companies, too easy to game. Unless you know exactly what you're reading. #sm43

RT @maggiefox: How do you find possible vendors? read, read, read. Who speaks and writes intelligently on the topic? #sm43

@RepuTrack shoot me the link when you get the chance #sm43

@andrewmueller Companies don't know what they don't know...big problem #sm43

Great Question. RT @maggiefox: Ok - Q2: How do you identify the vendors, consultants or agencies to send your RFP to? #sm43

RT @TheBlackFin: Executing a social media strategy should be an extension of what you are already doing vs. a silo'd approach #sm43

@chuckhemann semantical..<-- is that a word? #sm43

@socialtality Or maybe we define what marketing research consists of? #sm43

@EdHartigan @shinng There ya go! #sm43

function "of" #sm43

Wondering out loud, At what point will a listening strategy become a function traditional media? #sm43

@shinng @EdHartigan For the purpose of this discussion. What if we all get the Strategy & the listening? Look at the RFP. #sm43

@wvpmc here is a link to @maggiefox's RFP http://twurl.nl/zhgdfg #sm43

Strategy and Listening in social media are like shoes and socks. It's a given. But we need more than that. Lets go to SM301 #sm43

@EdHartigan Ed you got to do better than that. Go deeper. Go where it's uncomfortable. #sm43

RT @AndrewMueller: If you are interested in the intersection of social media and business join me at #sm43

@evelynso Agree in fact, @jasonbreed and I were laughing about that very aspect this morning #sm43

@CraigKessler I think it can be used for both. The latter is almost a measuring stick #sm43

@jasonbreed collective enterprise input and output #sm43

Most know or have been told they need socialmedia, they just don't know what 2 ask, who 2 ask, how 2 evaluate, why, what for #sm43

RT @maggiefox: Q: how do you properly formulate a social media RFP? #sm43

If you have not seen the Social media RFP, you should read it, It's located here--->http://twurl.nl/clptdj #sm43

Getting ready to kick off todays #socialmedia tweetchat with @maggiefox Use the hashtag #sm43

RT @jasonbreed: only 30 mins away! RT @maggiefox: Join me at noon EDT for #sm43 tweetchat about the Social Media RFP: http://bit.ly/6kyJN8

RT @maggiefox: Join me at 12 noon EDT today for #sm43 tweetchat about the Social Media RFP: http://bit.ly/6kyJN8

Todays #SocialMedia Tweetchat Topic: The Social Media RFP: How to Get the Best Results http://post.ly/JPNO

Social Media Groups' @maggiefox is hosting 2days #socialmedia tweetchat @12 EST on The Social Media RFP: How 2 Get Best Results #sm43

FYI Frank (@comcastcares) is hosting #socialmedia on March 9th. :) #sm42

@techguerilla is it efficient and is it scalable? Yes and sorta in that order... #sm42

Huge shout out to @kriscolvin for todays #socialmedia tweetchat. A lot of passion flowing out of the convo. #sm42

@KathyHerrmann with cost effectiveness being the value add. The icing on the cake.. #sm42

RT @KrisColvin: Q3: What does social business integration look like for employees & the company? #sm42

@comcastcares what a great question...and honestly...no? until we can further define the possibilities.. #sm42

Finding your customer should precede listening to your customer... #sm42

Hey come join us for todays #socialmedia tweet chat. With host @kriscolvin Great actionable convo happening. #sm42 #sm42

I wonder how many ppl. espouse the finer points of soc. med., then when tasked with it, set up a Twitter & Facebook page 1st. #sm42

@wvpmc and then what? what do you do with that new found social customer? #sm42

@KrisColvin Q2. Thinking that its all wrapped around twitter, facebook and linkedin is missing the big picture of social. #sm42

RT @KrisColvin: Our first question is this: Q1: Why do we even need to integrate social into our businesses? #sm42

Looking forward to today's session Social Integration into Biz follow #sm42 #sm42

1 hr till 2days #socialmedia Tweetchat w/ our host @kriscolvin Topic: Social Integration into Biz http://bit.ly/7j8Wo follow #sm42

Nice RT @KathyHerrmann: blastfollow.com allows u to do a follow *all* participants of a twitterchat discussion. #sm41 (via @treypennington)

@AndrewMueller As a start that would seem to make the most sense.. good idea #sm41

@chriswidner Next Tuesday at 12 noon EST, the host will be @kriscolvin #sm41

@andrewmueller I think you just hit on our next feature of this chat. :) #sm41

Completely Agree! RT @TobyDiva: so many smart people on this chat. feel like i am in the midst of a water hose of learnings. #sm41

As we wind down this weeks #socialmedia tweetchat, that went by in a blur. I have to thank @shashib for pushing this convo forward #sm41

Whats interesting is that most deem "good customer service" as having talked to someone..anyone #sm41

@mjayliebs Then we need better channels for customers to praise the organization. make it easier than it currently is not..:) #sm41

@comcastcares Its why distributed customer service across the enterprise might make sense. enterprise accountability #sm41

@wileyccoyote Social media doesn't force brands to do anything. If it did, we wouldn't have to have this discussion. :) #sm41

@comcastcares Its why distributed customer service across the enterprise might make sense. enterprise accountability #sm41

@wileyccoyote Social media doesn't force brands to do anything. If it did, we wouldn't have to have this discussion. :) #sm41

In customer service, NOT hearing from the customer is often a good thing. #sm41

@TobyDiva Thats why anyone entering the workforce today has to possess more skills then just excel and word. they need social skills #sm41

@LeeAnne_Orange it's almost inevitable. #sm41

Let's not forget about the PR aspect of customer service. Try imparting that on junior level CSR hires. #sm41

@TobyDiva Agree with that 100% #sm41

@comcastcares actually have to address perception as a barrier now.. #sm41

I do like the idea of distributed customer service throughout an organization. social media enables that possibility. #sm41

@shashib opportunity lost or opportunity gained...all predicated on the response #sm41

Great #socialmediaTweetchat happening right now on customer service and social media. Follow this hashtag #sm41

@jasonbreed isn't that a forum? #sm41

Knowing how to monitor and how to listen is completely different than customer service..have to train for both. #sm41

contact centers that revolve around social media will have issues with scalability. CS social media isn't a 1 hit interaction #sm41

social media has changed or will change customer service expectations...which is it? #sm41

@comcastcares we're looking at a change in culture then, a change in "how" businesses traditionally do business #sm41

I'm curious, do you think that the same rules apply to social media customer interaction as they did/do through traditional means? #sm41

@sharonmostyn Agree that the forum now exists to complain, it also exists to praise.. #sm41

@comcastcares whats the saying? if its a good experience people tell a few, if it's bad they will tell hundreds if not thousands #sm41

@bdresher Resolutions do not need to be transparent just the happy outcomes #sm41

We're about 5 minutes away from todays #socialmedia tweetchat with @shashib topic: “Engagement through Customer Service”. #sm41

RT @shashib: 2 good things 2day 1) My 1st article on @smallbiztrends http://bit.ly/75CqC8 2) SoMe chat #sm41http://twurl.nl/grnz21 at 12

In a little over an hour @shashib helps discuss the role of customer service & social media for todays #socialmedia tweetchat #sm41

Today at noon EST we have Network Solutions social media go to guy, @shashib hosting this weeks #socialmedia Tweetchat. Join us! #sm41

RT @livepath: @Marc_Meyer absolutely on the mission statement thing. i wish 2010 would be the year of "stand and deliver" for CX! #sm40

@andrewmueller Thanks for coming, your input is always valued! #sm40

Lastly, A bigass shout out to my partner in crime on this project. @jasonbreed Thanks brother! #sm40

@georgedearing ...which will necessitate premium levels for B2B #sm40

I want to thank everyone for partaking in hashtagsocialmedia in 2009. Amazing stuff. Next week's host @shashib. Great start for 2010!! #sm40

I now know what our hosts go through! RT @jasonbreed: thanks Marc for hosting the final chat of the year! great job. #sm40

RT @Marc_Meyer: I think twitter continues to be misused by traditional marketers in 2010 #sm40

I think twitter continues tone misused by traditional marketers in 2010 #sm40

@alyce we are, but a focus less on semantics would be nice..:) #sm40

Ok last 5 minutes. What happens to Twitter in 2010? #sm40

@sharonmostyn but it also goes back into easing into social media..very low barrier of entry #sm40

I think it's obvious from everyone's input today is that what we want to see in 2010 is social media rubber to the road... #sm40

@sharonmostyn Definitely agree and would like to see feedback loops a priority in both large and small companies #sm40

@livepath so it becomes part of their mission statement and goes nowhere #sm40

Culture, customers and company are interchangeable in social medias hiearchy #sm40

@livepath like the term customer centricity.. #sm40

Love this! RT @jasonbreed: We'll know culture is changing when Co.'s organize around customers not products. #sm40

Ok Q3. Given social medias' immediate impact,who or what is going to make a difference in 2010. You, your company or the customer? #sm40

I look at the emergence of the consumer as purveyor of the "new messenger" for agencies and companies in 2010..who better to trust? #sm40

@andrewmueller completely agree, the whole notion of asking people to be social?? Radical is a mild description. #sm40

@jasonbreed whoa... big list there..pick one I'd go with social CRM for the enterprise #sm40

@andrewmueller But can it happen in 12 mos.? Not sure, but agree that culture change needs to happen.. #sm40

@sharonmostyn Because traditional media will craft the message that will be heard by the masses... #sm40

I think back over the last 12 mos. I've used Evernote, Threadsy, posterous, Tumblr & Sidewiki, Google wave-Look 4 the next iteration #sm40

If sharing is the nirvana of social media how does that affect competition? Do we become a kinder gentler business people? #sm40

@alyce But to what levels? 12 months is not much time for your list there. :) #sm40

@CoryOBrien I think versus everyone having a voice in a company, they just need to be aware of the power & effect of social media #sm40

@amous but can it be done in 12 months? #sm40

@TheBlackFin I could definitely see transactional outcomes tied to more social interactions in 2010 #sm40

@lqualls4444 both top down and bottom up... #sm40

What is doable and achievable in 2010 with social media? What can we expect? It's only 12 months, that's not a lot of time.. #sm40

So on to Q2. Over the past month we've seen a ton of predictions posts & top 10's. What could actually happen in social media in 2010? #sm40

@CoryOBrien Yea they're using it to see what exactly it is..:) #sm40

@TheBlackFin Totally Agree! I'd also add that it needs to KPI's that aren't diluted by other KPI's.. #sm40

@CraigKessler that will start as soon as legal understands social media, and that has been slow.. #sm40

@lqualls4444 Great question. You would hope and yet you may find that some of those walls get taller and thicker. #sm40

@lqualls4444 and with that mistakes, and you know what? That's ok. We need more social media case studies on what went wrong as well. #sm40

@CoryOBrien we need more of those. SMB's are starved for them #sm40

@lqualls4444 and the quicker that businesses understand that in 2010 the better off they will be #sm40

@jasonbreed and they can't be discounted or undervalued #sm40

@abarcelos I'd like to see less accidental success social media case studies in 2010 #sm40

@abarcelos and yet we really have only touched on its potential #sm40

I think Listening was the new black in 2009. Doing something with that listening needs to be the new black in 2010 #sm40

@chriskovac Agree though, we need to get away from thinking or proffessing that Listening is the end all be all. Must be ingrained #sm40

@eamcc that's the easiest barrier of entry in and the least intimidating...a great start #sm40

RT @Marc_Meyer: What has resonated with you though in 2009 from social media, that you can take into 2010 that you can build on? #sm40

As we get ready to jump into 2009's last tweetchat you've had a lot to digest in the world of socialmedia in 2009.... #sm40

In less than 10 minutes we'll roll with todays #socialmedia chat #sm40. Come join me. :)

2days tweetchat @ noon. What do u want 2 see in 2010? From our tweetchats? From the industry? From yourself? What r your expectations? #sm40

@abarcelos Here is the transcript/archive from todays #socialmedia ROI tweetchat with @thebrandbuilder #sm39 http://bit.ly/5hhCMY

TY Means alot RT @dc2fla @Marc_Meyer @jasonbreed u consistently bring the best of the best 2 this chat! Many thanks 4 insights shared.#sm39

Nice job everyone! #sm39

big giant holiday shout out to @thebrandbuilder for today's tweetchat on social media ROI #sm39

@andrewmueller you know you just hit on something. I'm thinking the measurement might be different based on short term and long term #sm39

@elhoust @dc2fla 2010 should be the year we move past just talking about it, but it won't be. #sm39

@jacobm oh yea..the brand..the folks that write the checks... #sm39

RT @thebrandbuilder: #sm39 Wow. Time flies: Q3: What is the difference between measurement & ROI? (Anyone still not clear on this?) #sm39

@KathyHerrmann That determines survival.. #sm39

Some might question the ROI on todays #socialmedia tweetchat...I don't.. #sm39

@andrewmueller no, it's all related directly and indirectly to ROI #sm39

@andrewmueller Its the easiest. Re. social media deployment through #customerservice #sm39

@brightmatrix no and no #sm39

@andrewmueller fail fast, measure faster... #sm39

So who is the priority then? The employees? The customers? who comes first? #sm39

@cmwooll who wears one hat anymore? talk about a niche group..:) #sm39

@KathyHerrmann Want to look for a goal for 2010? It would be the goal to find multi-functional people who have the chops. :) #sm39

@ericswain agree with that..have to tweak on the fly #sm39

@thebrandbuilder & one thing to take in account w/ social media is how long it takes for certain programs and intiatives to take off #sm39

@cmwooll you might be right but i digress.. #sm39

to me social media toe dipping is creating a facebook page and a twitter profile and not using it..:) #sm39

@cmwooll @mvacondios @AndrewMueller @smurdoff I think I might just be ready to retire the term "dipping the toe" It's time to commit #sm39

Is dipping the toe in the water akin to not having strategy and planning...is that how orgs justify stupidity? #sm39

@MeetingExp It tracks each weeks #socialmedia tweetchat discussions. This weeks is #sm39 & starts in 10 minutes with host @thebrandbuilder

FYI We'll be talking with @thebrandbuilder in less than 45 minutes topic? Advancing the Discussion of Social Media & ROI #socialmedia #sm39

@maggiefox perfect timing as #socialmedia tweetchat with @thebrandbuilder will be ending

@kdrewien Yes we are, spread the word #sm39 #socialmedia

This weeks #socialmedia tweetchat topic: Advancing the Discussion of Social Media & ROI http://post.ly/FsLY

Today's #socialmedia tweetchat features @thebrandbuilder elevating the conversation beyond social media ROI http://bit.ly/6L0pei

and if you can wait till February 16th @kdpaine will be hosting that #socialmedia tweetchat #sm38..

I have to RT my typo tweet @thebrandbuilder is next weeks #socialmedia tweetchat host #sm38

Here is your housekeeping announcement: Next week's #socialmedia chat host is @thebrandbuilder-should be low key right? :) #sm38

I want to thank @charleneli for really really hosting an amazing discussion today!! #sm38

@kevinmarks and that exercise is fraught with naivete ... #sm38

@charleneli and thats the main reason I don't integrate the two.. #sm38

@chadrichards would agree with that... #sm38

@elhoust That's the intersection for social and CRM #sm38

@ckieff so you're saying greener pastures=more opportunity? #sm38

@charleneli problem is there is a kneejerk reaction 2 attach failure to a social media initiative that doesn't track back 2 dollars #sm38

@dc2fla precisely #sm38

I could see brands specifying preferred social nets for communication and customer service... #sm38

@dc2fla Thats a great point #sm38

@tobias_bray or force them to be social in order to have a conversation with them.. #sm38

@andrewmueller @charleneli maybe the larger question is whether someone wants all of their social nets integrated across the board #sm38

I'd say a trend would be towards social->mobile->mobile social->open mobile social #sm38

@DavidJost not realistic but would agree and would say that that at some point down the road might be do-able #sm38

@charleneli I think consumers might look at trying to utilize their social nets on a more localized level #sm38

RT @charleneli: Just when the conversation is rocking, were on to Question 2: How will consumers use social networks in the future? #sm38

@rustyspeidel yep, now add walls,make it invite only, add metrics..there's your business model #sm38

I can easily see Twitter creating private niche networks...i.e. business model #sm38

@stoweboyd that doesn't bode well then... #sm38

niche networks will explode but not in the next 12 months.. #sm38

@socialtality completely agree with that #sm38

@AdaMarcom a great question. can a social net that had momentum and then loses it, regain it? Not sure that's possible. #sm38

@socialtality in what way? #sm38

Posterous and Tumblr will continue to grow as well.. #sm38

I would look for there to be more of a rise of international social nets #sm38

Really looking forward to todays #socialmedia chat at noon w/ host @charleneli topic? The future of socialnomics..#sm38

FYI These #socialmedia tweet chats happen every tues. at noon EST. Next weeks moderator is @charleneli #sm37

Huge shoutout to @edwardboches for a compelling and lively conversation. Everyone who participated really brought their A game today #sm37

@TheBlackFin I would preface that with "some" not all, but agree with your point that Agencies provide integrated channel mindshare #sm37

@edwardboches thats it, the first sm client an agency should have, is themselves.. #sm37

@thebrandbuilder better yet, do agencies want to or are they even equipped to have those conversations? #sm37

@edwardboches and how do they learn that, much less implement, if it's not in their culture... #sm37

I pray that the word "transparency" doesn't come up for Q4 answers #sm37

@rosskimbarovsky Great point... #sm37

@edwardboches don't forget tho, we can measure the failure of a big idea too.. #sm37

@wvpmc love this: nurturing it to bigness #sm37

Last time I checked, small ball works as well as home runs re. big idea vs. small ideas #sm37

@jasonbreed not siloed. uber competitive... #sm37

@edwardboches I like the notion of crowdsourcing lots of little ideas and from that, perhaps the big idea bubbles up #sm37

@socialtality don't think a client wants to hear relax..."branding will come..." #sm37

@jasonbreed tell us what you really think #sm37

@scheinerinc per @edwardboches, do you think that's true? infighting, egos and culture? #sm37

@TomMartin Do they have the ability(staff) to quantify? #sm37

@edwardboches I don't know if agencies have the culture to be conversational #sm37

Is mobile marketing interruption based? yes, with a 90% open rate too #sm37

@TomMartin @edwardboches Interruption is far from dead, look at the platforms that exist for it to thrive i.e. twitter #sm37

@edwardboches the agency model needs to quit treading on an antiquated business model and culture.. #sm37

@edwardboches fire away..#sm37

Starting now: Today's #socialmedia Tweetchat on the future of the agency in this social media world with host @edwardboches use #sm37 #sm37

10 minutes RT @edwardboches: Join me, @marc_meyer and @jasonbreed for a #sm37 TweetChat at: http://bit.ly/7mfMvM #sm37

In less than an hour we roll with @edwardboches for 2days #socialmedia chat on the changing role of the agency the hashtag will be #sm37

@cmwooll We have Mullen's chief social media officer @edwardboches hosting a chat about The Future of Adv. & the Role of the Agency. #sm37

Today at noon, we have Mullen's chief social media officer @edwardboches hosting our #socialmedia tweetchat join us #sm37

Next weeks #socialmedia chat will be hosted by the folks from @dachisgroup We're going to talk about the future of social strategies.

Big shout out this week to @kpkfusion for hosting todays #socialmedia tweetchat on the impact of social media and #gov20 #sm36

@kpkfusion not apathetic..just beat down #sm36

This is a start---> apps.gov thanks to @opengov taking steps in the right direction #sm36

@jtruman0917 @smurdoff It should be, but me thinks #gov20 might be concerned about roi as well..:) #sm36

@ArtNotHate interesting that the institution renowned for red tape looks at social media as too much red tape #sm36

@jtruman0917 or it humanizes it... #sm36

@kpkfusion I see that happening. almost inevitable.. #sm36

RT @jasonbreed: interesting how u choose to solve problems when motive is profits vs. governance #sm36

@kpkfusion Where does transparency fit in the equation? #sm36

RT @jasonbreed: interesting how u choose to solve problems when motive is profits vs. governance #sm36

Noticing that a few people within this chat touched on the art or science of listening..interesting. #sm36

@kpkfusion I hope that government agencies would learn to listen and then act and that citizens would see that-thats measurable #sm36

RT @kpkfusion: Question 2: What can government agencies learn from private sector and vice versa in the use of social media concepts? #sm36

@socialtality not sure it's access as much as it's channels or platforms for engagement that did not previously exist no? #sm36

Maybe the phrase, "write to your congressman" will take on new meaning rather than lip service with #gov20 initiatives? #sm36

@dariasteigman I wonder if the perception from a citizens standpoint is that at its core, it's still the government i.e. red tape #sm36

@kpkfusion To mean it means that government is embracing social tools or wants to #sm36

#socialmedia chat starts now on the impact of social media on government. the hashtag is #sm36

We're a little less than hour away from todays #socialmedia tweetchat on the impact of social media in government with host @kpkfusion #sm36

@techguerilla @AndrewMueller #sm35 Try now.. had some issues with the API #socialmedia #sm35

Wanted another good one that @tommartin knows about @nakedpizza is doing well #sm35

@TomMartin a willingness to fail but fail forward #sm35

@TomMartin Zappos is easy, dunkin donuts, United Airlines, Burger King, ... #sm35

@techguerilla a campaign will always create conversations-agencies just need to wake up and become part of them #sm35

@hkremer Yep but with1small distinction. It's never reactionary unless the campaign tanks, social media is active,proactive reactive #sm35

@techguerilla a campaign will always create conversations-agencies just need to wake up and become part of them #sm35

@hkremer Yep but with1small distinction. It's never reactionary unless the campaign tanks, social media is active,proactive reactive #sm35

Wanted another good one that @tommartin knows about @nakedpizza is doing well #sm35

@TomMartin a willingness to fail but fail forward #sm35

@TomMartin Zappos is easy, dunkin donuts, United Airlines, Burger King, ... #sm35

@TomMartin Goes back to @bethharte's topic from last week. Can't do it in silos anymore. #sm35

@TomMartin Change the culture first #sm35

Great Question! RT @TomMartin: Q2 So how do ad agencies have to change in order to create conversations instead of campaigns? #sm35

@whodak Nice observation. #sm35

Great Question! RT @TomMartin: Q2 So how do ad agencies have to change in order to create conversations instead of campaigns? #sm35

@TomMartin Change the culture first #sm35

@TomMartin Goes back to @bethharte's topic from last week. Can't do it in silos anymore. #sm35

@whodak Nice observation. #sm35

I hope @tommartin is ready. 4 #socialmedia tweetchat. Topic? Why brands need 2 evolve out of campaign thinking http://bit.ly/8gdJZO #sm35

@jsandford i think its the other way around-the conversation should envelope the campaign.. #sm35

@ikepigott or maybe can't afford to per @jasonfalls post about social media purists, no time to be a purist right now? #sm35

@dariasteigman oddly, its interesting to see the usage of social media for push style marketing... #sm35

RT @TomMartin: Q1 What is the difference between a marketing campaign and a customer conversation? #sm35

Quick reminder todays socialmedia tweetchat hashtag is #sm35 #sm35

Agencies-what sayeth you? @tommartin leads the chat in 20 on Why brands need to evolve out of campaign thinking: http://bit.ly/8gdJZO #sm35

@jsandford There's a socialmedia tweetchat topic right there..:) #sm35

@tracybb The hashtag changes weekly to keep spam out. So next week it will be #sm35 and the host will be @tommartin #sm34

2day's #socialmedia chat host is @TomMartin topic: Why brands need 2 evolve out of campaign thinking http://bit.ly/9SzmT follow #sm35 12 EST

RT @TomMartin: 2day's #socialmedia chat topic: Why brands need 2 evolve out of campaign thinking http://bit.ly/9SzmT follow #sm35 12 EST

@BethHarte @tommartin Agree. Brands/agencies should have been listening/watching this tweetchat #sm35

@techguerilla I disagree. There are no invites. It's free. #sm35

@denvan It shouldn't be social MEdia it should be social Wedia...:) #sm35

@techguerilla tell @chr1sa that... :) #sm35

I have to give a mad shoutout to @tommartin for jumping in the octagon today and taking on campaigns v. conversations.. #sm35

@TomMartin That is not the essence of social media... #sm35

@AndrewMueller here is the fresh archive from todays #socialmedia Tweetchat http://bit.ly/4uvpTS #sm35

RT @jasonbreed Dec. #socialmedia hosts are @dachisgroup @charleneli @thebrandbuilder and @kpkfusion

I hope @tommartin is ready. 4 #socialmedia tweetchat. Topic? Why brands need 2 evolve out of campaign thinking http://bit.ly/8gdJZO #sm35

2day's #socialmedia chat host is @TomMartin topic: Why brands need 2 evolve out of campaign thinking http://bit.ly/9SzmT follow #sm35 12 EST

RT @TomMartin: 2day's #socialmedia chat topic: Why brands need 2 evolve out of campaign thinking http://bit.ly/9SzmT follow #sm35 12 EST