That’s why I was really interested to see a note from Shashi Bellamkonda on the Social CRM Pioneers group , pointing to some interesting research by Microsoft and Psychster on the effect of companies acknowledging issues via Twitter on the actions and perceptions of customers. crisis communications customer service social media TwitterEver have one of those frustrating conversations with your colleagues during an emerging issue, where you’re trying to figure out whether acknowledging an issue online will defuse it or spread it? Win-win. MORE >>

As corporate spending on social media-based communication continues to rise, I’m beginning to worry that many brands are inadvertently adopting a ’scorched earth’ approach to their online activities. One-shot social media accounts and short-term campaigns-focused approaches may eventually build a fan-base, but unless that is paired with activities aimed at engaging those fans, you’ll lose them. Tags: social media strategy engagement What do I mean by scorched earth? Image: Steve Lacy ). MORE >>

The social network launched roughly 6.5 So, if your Facebook Page falls into “owned media&# in our  social media ecosystem , Community Pages would fit more into “earned media.&#. also get that companies don’t “control&# their online presence – I work in social media; I actually appreciate the fact that people talk about things that interest or are important to them. Pay even closer attention to monitoring other social sites. Community Pages 101. million of these when they first launched. Who will do it? MORE >>

Lots of people spend lots of time nowadays thinking about how to build up channels/audiences/communities (choose your buzzword as appropriate) through social channels. With a few degrees of variation, most people will suggest you look at around a 90/10 ratio of engagement to static content on social channels. Here are four ways to begin to improve your social media content strategy. Launching a new social channel, or campaign on a channel, isn’t the end of the planning process. social media uncategorized contentTweet. Set Goals. Optimize. MORE >>

In recent months we’ve seen several interesting moves within the social media monitoring/social CRM space. Sysomos offers three core services: Sysomos MAP – a web-based, enterprise-level social media monitoring tool. Heartbeat – a web-based social media monitoring and engagement dashboard (see my  review of Sysomos MAP and Heartbeat ). They’ve also made some interesting moves towards drawing a line between social media activity and business results with the introduction of their Audience product. Company. MORE >>