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    How to get the most from a social media audit

    7 years ago

    As Peter Kim notes, we are in a period of transition where social business is becoming part of business as usual. As this happens, we need to implement practices that are repeatable…

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    Back to the basics: Customer service with social media

    7 years ago

    While sifting through some old papers the other day looking for candidates for the recycle bin, I came across some materials I created for an email customer service workshop back in 2004.…

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    7 years ago

    The real Channel 9 Olympic fail

    Looking just at the ratings numbers (and aside from the financial loss), Channel 9 believes it wrapped up its free-to-air coverage of the Olympics in great form. But this viewpoint somewhat contradicts the widely reported negative sentiment seen on social media. One of the focal points for viewer complaints is the Channel 9 Olympics Coverage […]

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    Image provided under Creative Commons Licensing. http://www.flickr.com/photos/eldh/5858249526/

    7 years ago

    Twitter grows up

    Much has already been written about Twitter’s early history, including the origins of the 140 character limit (the same as a standard SMS) and how users created features we now take for granted, such as @replies and #hashtags. That is all in the past now, as Twitter is making changes to how it operates in […]

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    7 years ago

    Aged care technology for the future: Think Big, Start Small, Scale Rapidly

    The aged care industry is calling on the government to invest in technology to meet future demand for high quality and accessible care. Social innovation with technology should be part of that strategy.

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    7 years ago

    Designing for inclusion as a digital capability

    Why a mindset focused on designing for inclusion is an ideal capability for dealing with the wicked problem of digital disruption. PLUS join us at DISRUPT.SYDNEY 2015!

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    7 years ago

    The Social Media Advantage

    Considering the importance of personal relationships and reputation in professional service (at least in those areas yet to be automated), perhaps it should not surprise us that personal branding and relationship management is where the industry is being disrupted. What is the social media advantage?

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    Let the transformation of public services begin

    7 years ago

    Yesterday, Senator Tanner and Ludwig published the Australian federal government’s official response to the Gov 2.0 Taskforce report. The government agreed with the vast majority of recommendations, so I won’t provide a…

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    Keeping Social Business Design Real

    7 years ago

    I was watching the Friendface episode of the IT Crowd the other day. At one point, Roy, Jen and Moss are all sitting in the office together but end up talking to each other on…

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    Finally, no more cookie cutter online communities

    7 years ago

    I first became seriously involved in online communities while working at a professional services firm in the early 2000s – our total sum of knowledge about running ‘discussion databases’ fitted easily into…

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