Creating around the customer: design thinking and social media

Taunton Library went automated recently, replacing the friendly librarian at the front desk with ranks of what look like supermarket self-service checkouts. You can now borrow, return and renew books and DVDs, and pay any fines or fees you owe, armed only with your library card. Simple. Or at least it should be. I’m a […]

I robot: the perils of auto-tweeting

It’s not often that the news makes me cry, but I cried when I heard about Boston. Tragedies happen all over the world, every day, but an attack on people who’ve come together to celebrate human endeavour and achievement evokes horror on a different scale. I prayed that none of my many running friends were […]

Off target: How NOT to set social media goals

Your social media programme takes time, effort and budget. Whether you’re engaging as an individual, or representing an organisation, you want to be able to track your progress and demonstrate that your strategies are working. Setting some SMART goals seems an obvious answer. But as a 2009 Harvard Business School article ‘Goals Gone Wild’ highlights, […]

Brand management in the age of social: start with people

Social media is no longer the brand new shiny toy. It’s becoming ordinary, part of our everyday lives. Just being present on social networks isn’t enough to create excitement these days. And that means organisations need to rethink their approach if they want to be listened to amidst the rising noise level. That’s the message […]

5 steps to keeping your social networking accounts safe

Yesterday, 250,000 Twitter users woke up to the news that their accounts had been hacked, and user names, email addresses and passwords stolen. Twitter acted quickly, notifying those affected and requesting them to reset passwords. But it’s a stark reminder that social networks have become a major target for hackers, spammers and identity thieves. Last […]