Content By Any Other Name…

What do you learn when you visit nearly 100 support portals or public knowledge bases (KB) in a short period of time? Here are five observations from just such a recent journey that I took as part of a research project. The experience mostly sucks. My gut tells me...

Bringing Summer Fun to Community Engagement

After the longest winter ever, summer has finally arrived! Depending on the type of community you are managing, the summer months – and their natural distractions – could have a very real impact on your community engagement levels. Families go on vacation and people...

Topography of Twitter Networks

Understanding how to leverage Twitter for your brand or organization is a challenge. With over 250 million active users Twitter can feel like a giant social universe that is hard to navigate. In addition, not a great deal is known about how to classify Twitter...

Technology: Not just for IT

I recently attended a webinar facilitated by Social Media Today that discussed the changing dynamics of IT and Marketing. Gartner has been projecting that the CMO will spend more on technology than the CIO in the next few years. Why? According to the experts, the...