Potpourri Food for Thought: The Retail Remake

Attention Retailers | By 2016 there will be 2.43B smartphoes in use – it’s time for you to meet us  on our terms!

As Senior Director of Marketing for wireless security leader AirTight Networks, I get to engage with a broad cross-section of quick service restaurant customers such as Yum Brands (Taco Bell, KFC, Pizza Hut), Noodles and Company, PinkBerry and Garden Fresh. With great success, AirTight is contuing its push into this segment of retail:

AirTight Launches Retail Wi-Fi Analytics Engine for In-Store Business Intelligence and Customer Engagement

 @Airtight Launches Social WiFi for Integrated Retail In-Store Engagement

In support of this effort, I recently wrote several blog posts on the evolution of retail – especially as it pertains to the customer experience.

The Retail Revival: Reimagining Business for the New Age of Consumerism [Doug Stephens]

PurpleWifi Guest Blog Post : 80% of mobile consumers are influenced by in store WiFi

To shop or not to shop?  in-store Wi-Fi is the answer to that question

Book review: The #Retail Revival by Doug Stephens @RetailProphet | blog post by Lina Arseneault

PurpleWifi Guest Blog Post : Retail Revival Book Review

Doug Stephens, author of The Retail Revival generously granted me a half hour interview.  I look forward to working with him in the near future.

Doug Stephens response to book review tweet

It’s clear that Internet connectivity will influence every facet of the retail industry.  Consider this statistic from the hospitality segment:

Factors that influence hotel booking choices|

Free in-room #WiFi is now considered THE most important amenity when booking a trip | http://twitpic.com/cgigq5

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When it comes to making purchase decisions, how important is always on access on your smart device?

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Retail Wi-Fi as a Competitive Advantage - webinar

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Retail Wi-Fi as a Competitive Advantage [on-demand webinar]

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Potpourri Food for Thought: 10 Business Lessons Learned

I’m not quite sure how I came across this presentation but I do remember that it was about 2 years ago, at an especially trying time in my career.

I know nothing about its author.  All I know is that the perspective it offers has a calming effect on me.  Every once in a while I pop it up on my screen and go through it.  It suggests that “Success hinges on teamwork, trust, ethics and a new lesson—lead by example. …”

10 Business Lessons Learned: A quick snapshot of important leadership lessons learned in business.

 

What do you keep around your office and how is it helpful to you?

 

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SVTweetUP: Social Selling or Selling Social?

 

A few years ago, I had the pleasure of mentoring an ambitious and innovative marketer named LaSandra Brill.  It wasn’t long before she blossomed into a leading edge authority on social media. LaSandra is the change agent visionary behind one of the top five product launches in Cisco’s history. At Cisco, she leads a team responsible for implementing a mix of innovative digital, mobile and social media techniques.

Photo credit

You can find LaSandra rocking social media on:

Following are a few LaSandra and Cisco social snipets:

Cisco Unveils Social Media Listening Center – Oct 23 2012

Silicon Valley Tweet Up

One of LaSanadra’s Facebook updates caught my eye.  I’d always wanted to attend an in person TweetUp (a meet up (virtual and/or in person) of people that ‘tweet’ about a specific topic using Twitter) but never got around to doing it.

HOW TO: Organize a Successful Tweetup by Stuart Foater

The one featured in LaSandra’s Facebook update was especially appealing because of its location, the topic (Social Selling or Selling Social?) and the panelists: Ted Sapounitz, Jennifer Leggio, Michael Brito, and LaSandra Brill – la crème de la crème of some of Silicon Valley’s best and brightest social media minds.

Silicon Valley Tweetup combines networking with philanthropy by raising money for family-oriented charities. Run by @britopian (Michael Brito), @gabrielcarrejo (Gabriel Carrejo) and @mediaphyter (Jennifer Leggio).

Michael Brito is a senior vice president of Social Business Planning at Edelman Digital.  He is also an Adjunct Professor at San Jose State University teaching social business to undergraduate students.

Jennifer Leggio describes herself as a raconteur, comedienne, hockey lover (no wonder I like her!) and “Security Twits herder emeritus”. She is VP of Corporate Communications for Sourcefire. Forbes.com tech contributor.

As of last week, Ted Sapountzis is head of Marketing and Product Management at NextPrinciples– he was formerly VP Social Marketing at SAP.

Sponsored by onemedical, the event was held was held at the Palo Alto Women’s Club. The format for the event was one part networking, two parts highly entertaining expert panel and one part free going twitter chat.

Needless to say, I felt far more comfortable at this event.

Inperson introvert and online extrovert? | You’re not alone!

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Gabriel Carrejo moderated the evening with engaging questions that uncovered the following themes:

  • Content is the currency of the social web

  • Make your content social friendly

  • It’s okay to experiment: fail fast, learn and move on

    • LaSandra Brill touches on Cisco’s SecondLife and Jennifer Leggio makes us laugh with her spelling mistake video anecdote.
  • Jennifer Leggio’s Keys to Social Media Success: repetition and consistency (For effect, she said it several times throughout the evening!)
(from left to right) Ted Sapounitz, Jennifer Leggio, Michael Brito, and LaSandra Brill | panelists for SVTweetUp “Social Selling or Selling Social?” – October 2012

Photo credit | More SVTweetUp photos

Everything you wanted to know about Twitter Chats via @markwschaefer

What makes for a great Tweet Up?

  • Topic
  • Format
  • Moderator
  • Panelists
  • Participants

What are some of your favorite Tweet Ups and why?

Related post:  High-Tech Wizardry and Entrepreneurial Witchcraft: What Makes Silicon Valley The World Capital of Innovation?

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Business Networking: What Archetype Are You?

One of my personal professional goals is to attend at least twelve business networking events throughout the year. Many people prefer face-to-face networking over online based networking – I am not one of them. I’m far more comfortable with virtual schmoozing or rubbing of digital elbows. Is it a wonder that social media makes my heart sing!

In chapter two of Tipping Point, Malcom Gladwell describes three types of special people:

  • connectors (glue),

  • mavens (content) and

  • salespeople (persuasion).

I’m not shy and I’m a great public speaker (in fact, I love public speaking).  I’m simply not one of those natural in person cocktail “connectors”… but bring digital into the mix and the situation is quite different.   Isn’t it time to consider that some people might not be the same archetype in person as they are in an online setting?   One thing is for sure, I am not a salesperson type in either setting, never have, never will be! I’d describe myself as a maven (data and content are my thing) and hybrid-connector (in-person introvert / online extravert).

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Of my twelve networking events goal, I’m aiming for a distribution of about eight in-person (outside my comfort zone) and the balance as online or hybrid events.

And so, early in October, I accepted an exclusive invitation from SAP in concert with Diversity Week at the company. The Palo Alto based event featured a presentation by Barbara Annis, world-renowned gender specialist.  Following Barbara’s “Great Minds Think Unalike” lecture, there would be a Get to Know Us networking party with key executives.

Four things intrigued me about the SAP invitation:

1.      The title of the event: A Celebration of Female Talent

2.      There would be a lecture to celebrate diversity and inclusion in the workplace (I wouldn’t have to schmooze during that time!)

3.      Executives would be on hand at the networking party, and

4.      Most importantly, I am a huge fan of Michael Brenner.

Michael is the author of B2B Marketing Insider, the co-founder of Business 2 Community and also serves as Sr. Director of Integrated Marketing and Content Strategy for SAP where he is the founding editor for the SAP Business Innovation blog. Isn’t it interesting how my perception of Michael is both as SAP brand ambassador and industry expert? Corporations that embrace the social era will want to have many Michael’s – the more the better.

Join The 1% And Become A Content Creator by Michael Brenner

Your Employee Is an Online Celebrity. Now What Do You Do? – via @WSJ

Same Words, Different Language: How Men and Women Misunderstand each other at Work and What to do About It

Barbara was very engaging around making the case for gender intelligence.  She presented findings and case studies that illustrate how gender differences are complementary and help create competitive advantage.  Much of her material is based on her second book “Same Words, Different Language: How Men and Women Misunderstand each other at Work and What to do About It”.

Barbara’s lecture was certainly thought provoking and provided a great platform to open networking conversations (I was thankful for that).  The networking event was exceptional and I’m glad I attended.  Truth be known, after the fact, I’m always very pleased with in person events I attend … I just have to push myself to go.

Little did I know that I would have more exposure to SAP the following night at SVTweetUp, a hybrid in-person and online event.  More on that in a follow-on post.

What’s your archetype profile? Does it differ between online and in-person? Add your comments below.

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Additional Information

Clive Thompson on the Power of Introversion

Wired Magazine | April 2012

Guy Kawasaki, by all appearances, seems like an outgoing guy. A former Apple “evangelist,” he’s an omnipresent voice online, blogging his ideas about entrepreneurship and tweeting 40 times a day to his half-million followers.

But a few years ago he posted a surprising 140-character revelation. “You may find this hard to believe,” Kawasaki wrote, “but I am an introvert. I have a ‘role’ to play, but fundamentally I am a loner.” His followers were gobsmacked.”

Continue reading at Clive Thompson on the Power of Introversion.

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CaféLina Receives Certification in Inbound Marketing

For some time, I’ve wanted to complete Inbound Marketing University’s Inbound Marketing training curriculum. Inbound Marketing University awards the Inbound Marketing Certification as part of its comprehensive Internet marketing training program (http://inboundmarketing.com).

“If you have more money than brains, use outbound marketing. If you have more brains than money, use inbound marketing.” 

Guy Kawasaki

To complete the Inbound Marketing Certification, I completed 16 in-depth classes covering each facet of inbound marketing and passed a comprehensive online certification exam. The comprehensive exam contains 50 multiple choice and true & false questions. The examiner must receive a 75% or above to achieve the certification.

The courses are taught by a knowledgeable faculty of professors, including New York Times’ best-selling author Chris Brogan, Google’s Analytics Evangelist Avinash Kaushik, Internet celebrity Gary Vaynerchuk, best-selling author and international speaker David Meerman Scott, and more.

 Get Found | Convert | Analyze

Much of content is skewed to the < Get Found > portion of the inbound marketing continuum which is comprised of  < Get Found | Convert | Analyze >. < Get Found > is broken down into three areas: [ create, optimize and promote ]. For future revisions of the curriculum, my hope is that IMU will further expand on the < Analyze > portion.

My favorite classes were taught by David Meerman Scott (Viral Marketing and World Wide Raves), Lee Odden (SEO Crash Course to Get Found) and Avinash Kaushik (Advanced Marketing Analyics).

This certification acknowledges my proficiency in inbound marketing principles and best practices. These principles include: blogging, search engine optimization, social media, lead conversion, lead nurturing and closed-loop analysis.

I join an elite group of Inbound Marketing Certified Professionals. Over 2,000 individuals have successfully passed the IMU program since its inception in 2009. Students from all over the world have participated; countries include India, Australia, Denmark, Brazil, and more. The training and certification is completely free. Inbound Marketing University program is administered by HubSpot.

If you’re looking to sharpen your content marketing skills, consider Inbound Marketing University (IMU)

If leading edge marketing is your thing, build in a bit of time in your calendar over the course of the next few months and the next thing you know, you’ll obtain one of the industry’s hottest certification, and IMU is a free!

Are Inbound Marketing and Outbound Marketing Mutually Exclusive?

via Kuno Creative

Additional Information:

About InboundMarketing.com

InboundMarketing.com is an online community and certification program for marketers. The site’s content teaches a new style of marketing that emphasizes business uses of social media, content creation and search engine optimization for marketing. InboundMarketing.com is hosted and moderated by HubSpot, Inc.

Learn the latest tips and tricks to online marketing by downloading the latest edition of HubSpot’s most popular ebook!

About HubSpot

HubSpot, Inc. provides Internet marketing software that helps businesses get found online, generate more inbound leads and convert a higher percentage of those leads into paying customers. HubSpot’s software platform includes tools that allow professional marketers and business owners to manage search engine optimization, blogging and social media, as well as landing pages, lead intelligence and marketing analytics. Based in Cambridge, MA, HubSpot can be found at http://www.hubspot.com. HubSpot’s free marketing tools can be found at http://marketing.grader.com/.

Potpourri Food for Thought: Don’t Hide Under a Rock

2 Social Media Fix It Tips

Did you Tweet something, then change your mind? Don’t worry! It’s easy to delete one of your Twitter updates. Keep in mind that you can only delete Tweets that you have made, you can’t delete other users’ Tweets from your timeline and you can’t delete someone else’s RT of your post.

1) How to delete one of your Tweets:

Watch a YouTube video demonstration

  1. Log in to twitter.com.

  2. Visit your Profile page.

  3. Locate the Tweet you want to delete.

  4. Hover your mouse over the message and click Delete.

2) Facebook lets you edit your comments by Nancy Blair via USA Today

Apologizing opens up the doors to communication, which allows you to reconnect and move on more easily.  Remember that despite your best efforts, mistakes happen at some point.  Be sure to have a plan to respond to both positive and negative events. Know when and how to apologize.

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Check out OOPS … Marekting Hall of Shame to learn more about social media blunders and how to recover

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Social Media Crisis: An Ounce Of Prevention Is Worth A Pound Of Cure

A Picture is Worth a Thousand Words

Information graphics or infographics are graphic visual representations of information, data or knowledge and they are extremely popular of late.

To round out my Social Media Blunder series, I am featuring an infographic by Patricia Redsicker of www.wordviewediting.com.   How to Avoid A Social Media Crisis [Infographic] characterizes Jeremiah Owyang’s work on social business hierarchy of needs.

Altimeter Blog:  “Research Report: Be Prepared by Climbing the Social Business Hierarchy of Needs“ by Jeremiah Owyang  | Download  the complete report.  August 31, 2011

An Ounce of Prevention is Worth a Pound of Cure

Now more than ever, it’s important for companies to listen to their customers on social media yet according to an infographic from Get Satisfaction and Column Five, 50 percent of companies say it’s not a core function of their business.  With the rise of power to the consumer via social media, companies will need to invest in listening.

United Breaks Guitars” is a protest song by CanadianmusicianDave Carroll and his band, Sons of Maxwell. It chronicles a real-life experience of how his guitar was broken during a trip on United Airlines in 2008, and the subsequent reaction from the airline.  Over 12 million people have watched the YouTube video.

LA Fitness endures social media nightmare | via The Drum

Listening: Recognition Through Active Monitoring

  • Whether you take this on yourself or entrust it to a reputation management firm, it’s essential for you to know when trouble is brewing.
  • Listen all the time, not only on weekdays.

More on “listening” via @LaSandraBrill, Senior Manager Social Media at Cisco : [SlideShare] Cisco and the Social Web: Listening and Responding to Your Customers and Prospects

The Science of Listening in Social Media and Blogs via Kuno Creative

InformationWeek: Sentiment Analysis: How Companies Now Listen To The Web and 7 Ways Sentiment Is Hard To Decipher Online

More on Infographics

Social media is reinventing how business is done – via USATODAY.com

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Don’t Just Keep Your Head Above Water, Take Tweeting Lessons

Don’t Just Keep Your Head Above Water, Take Tweeting Lessons

Social media is a powerful way for politicians to distribute information and also engage with constituents in real time. With that comes the risks of magnified and costly missteps.

After sporting his personal Twitter handle for less than 3 weeks, a Québec politician recently found himself in troubled waters.

François Legault tweeted that:

“girls attach less importance to salary than do boys”.

Loose Tweets Sink Ships

Reaction to the controversial tweet was swift and included qualifiers such as “dinosaur”, “sexist” and “clumsy politician”.

Guy A Lepage, talk show host, actor, comedian, and producer (with Oprah-like influence) jokingly tweeted that

“Monsieur Legault’s Twitter account has been hacked!!!! (in any case, that’s my hope for him)”.

In turn, Monsieur Legault fired back at his critics:

Caption: “What’s sexist about saying that women attach less importance to salary than men when making a career choice?”

Beware of the Siren Song of Self-Justification

The resistance to apologizing does all sorts of bad things professionally.  The longer issues are left unaddressed, the deeper the resentment and the harder it is to move forward.

Monsieur Legault didn’t back down to any of his critics and a review of his timeline shows a multitude of defensive clarifications. No apology or “Politwoops ” retraction for him.

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The original version of Politwoops was developed by the Open State Foundation of The Netherlands to follow the country’s members of parliament and town council representatives. Several international versions of the site exist.

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Une tempête dans un ver d’eau – storm in a tea cup

Prevent Tweet Storms

Simply introducing people to a new platform and then leaving them to their own devices is a recipe for disaster.

With the prospect of a provincial election on the horizon, Monsieur Legault and other Québec politicians, and their respective parties, should hone their social media skills … and possibly opt for some coaching to make the most of their foray in social media waters.

Every organization needs to have some way of monitoring social media either by humans or by automated tools so that they can be alerted to a crisis situation and be ready to respond.   Keep an eye on social media and be prepared to respond if something needs immediate attention.

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OOPS:  More on social media blunders and how to recover from them

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Social Media Incident in Wild Rose Country

The wild rose is the official flower of the province of Alberta.

In a recent too-close-to-call election campaign, Alberta’s Progressive Conservative (PC) party saw how quickly things can go off the social rails.  A PC staffer took to her personal Twitter account in response to a promise from the Wildrose Party to introduce new programs and services aimed at young families.

From her personal Twitter account, Amanda Wilkie directed a tweet at Danielle Smith, leader of the Wildrose party:

“If @ElectDanielle likes young and growing families so much, why doesn’t she have children of her own?”

Immediate Outrage

Danielle Smith had undergone several unsuccessful fertility treatments in an effort to have children.   PC leader Alison Redford ended up apologizing to Smith.  Within hours, Wilkie removed  the tweet and deleted her account. She was promptly fired.

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Drowning?

Beware of virtuous and destructive cycles.  Don’t let social spiral out of control.  Invest in social media coaching for you and your brand.  Don’t just keep your head above water, take tweeting lessons.

Simply Providing Social Tools = Failure

              • A “provide and pray” approach has about a 90% failure rate
              • Radical benefits result from delivering social solutions
              • A social media solution is the right tools targeted at a defined purpose

Source:  “Taking a Strategic Approach to Social Media”, Gartner Research Webinar by Carol Rozwell and Nick Gall

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Additional Insights

United-States:  An Election on Facebook: Old Media Enters New World via NPR [video, audio, transcript]

Do “likes” on Facebook translate to votes? Howard Kurtz and Lauren Ashburn of Daily-Download.com examine that issue with Ray Suarez and also explore why traditional news outlets are partnering with social media sites this election year.

Instant Friends – Just Add Water

Don’t be fooled by false friends … it has been suggested that the Romney campaign is buying followers to catch up to President Obama’s giant social footprint?

This Is The Face Of Mitt Romney’s Fake Twitter Followers by Elizabeth Flock via US News

Social Media Smoke and Mirrors: Buying and Selling Fake Followers (Politicians Do It, Too) via @MarketingProfs includes [infographic]

The Dynamic Duo

@MichelleObama: Saturday, people all across the country will be registering voters and reaching out to their neighbors. Join in: http://t.co/w8Cyz5NS –mo

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TV Talk Show Host Caught in Double Whammy Twitter Gaffe

Margaret Thatcher Is Not Dead …

TV Talk Show Host Caught in Double Whammy Twitter Gaffe

One of the key benefits of social media is that your messages can reach more people faster. But this also means that your mistakes can too.

A social gaffe can lead to an awkward situation and can be quite embarrassing especially if it’s as a result of your own actions.  Make sure you have your story straight – go social without the facts and you’ll have egg on your face.

Mario Dumont is a television personality and former Québec politician.  He was a member of the National Assembly of Québec from 1994 to 2009. He now hosts a daily news and talk show.  In May 2012, Mario Dumont wrongly twitted that Margaret Thatcher was dead, by tweeting the following message:

 R.I.P. Margaret Thatcher, a woman of vision and decisiveness. A rarity,

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Related Posts: 

OOPS : Best of Social Media Blunders and Recovering from a Social Media Gaffe

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The road to hell is often paved with good intentions

The same medium that made your mistake widely visible can help broadcast your apology.  Be up-front about the mistake you made and apologize.

Despite having the best of intentions, Monsieur Dumont faltered on many fronts:

  • He was deceived by a spoof Twitter account attributed to former French first lady Carla Bruni.  The fake-Bruni falsely announced the death of “Margareth Thatcher”, notice the misspelled first name with a “th” at the end of Margaret.

Key take-aways: beware of rumors, famous fakes and misspellings

  • He caused outrage since people took offence to him calling Margaret Thatcher a “rare” woman of vision and decisiveness.  This was interpreted as an unintended slight to women.

Key take-away: carefully word your tweets; it’s amazing how much trouble you can get into with as little as 140 characters

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7 Tips on How to Apologize in the Business World by Tom Searcy

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Apologies Galore

  • Monsieur Dumont retracted himself and issued an apology in which he explains being duped by the fake Bruni Twitter account.
“The news about Mrs. Thatcher — not a reliable source. News came from a fake Carla Bruni account. Sorry.”
  • LesNews, a French speaking Twitter feed that reports breaking news via social media also found itself apologizing for the gaffe.  They had reported based on Monsieur Dumont’s initial Thatcher tweet.

The resistance to apologizing does all sorts of bad things professionally.  The longer issues are left unaddressed, the deeper the resentment and the harder it is to move forward.

Unintended Benefits

  • In a follow up tweet, Monsieur Dumont said he was surprised by news reports about his mistake – and by the number of new Twitter followers he now has.

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You can run, but you can’t hide

Politwoops: deleted tweets from politicians

We all tweet things we don’t mean to share, but now – thanks to Politwoops – politicians have no way to hide them. The service allows you to discover tweets that politicians shared and then promptly deleted.

The original version of Politwoops was developed by the Open State Foundation of The Netherlands to follow the country’s members of parliament and town council representatives. The US version is operated by the Sunlight Foundation.

Several other international versions of the site exist though not operated by Sunlight.

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Don’t be an Autrich

… although sometimes you might want to.

Did you Tweet something, then change your mind? Don’t worry! It’s easy to delete one of your Twitter updates. Keep in mind that you can only delete tweets that you have made, you can’t delete other users’ tweets from your timeline and you can’t delete someone else’s retweet (RT) of your post.

How to delete one of your Tweets:

  1. Log in to twitter.com.
  2. Visit your Profile page.
  3. Locate the Tweet you want to delete.
  4. Hover your mouse over the message and click Delete.

Watch a YouTube video demonstration.

Facebook lets you edit your comments by Nancy Blair via USA Today

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Know when and how to apologize

Remember that despite your best efforts, mistakes happen at some point.  Be sure to have a plan to respond to both positive and negative events.  Apologizing opens up the doors to communication, which allows you to reconnect and move on more easily.  Apologizing doesn’t have to be difficult, and can come from a place of strength. Learn the art of apologizing effectively and you may find a significant reduction in the negative effects of highly charged situations.

When everyone can see what you’re doing, you need to act with transparency, honesty and credibility.  In doing so, you’ll avoid having eggs thrown at you.

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The Ultimate Glossary: 120 Social Media Marketing Terms Explained via HubSpot

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Coping with Natural and Social Media Disasters

Apologizing doesn’t have to be difficult, and can come from a place of strength. Learn the art of apologizing effectively and you may find a significant reduction in the negative effects of highly charged situations.

On April 27-28 2011 hundreds of tornados spread destruction across the Southern, Midwestern and Northeastern United-States. The state of Alabama was especially hit hard on the day of the outbreak. April 27 2011 would turn out to be one of the worse tornado days in United States history with a record 205 tornadoes touching down that day.

Lina – skiing, North Lake Tahoe

I’m a big fan of Backcountry, I love to browse their site for skiing gear.  Friends often tease me that I should be awarded stock options in return for my enthusiastic endorsement of the company. Not a ski trip goes by when I don’t bring them up in conversation.

Founded in 1996, Backcountry is an online outdoor retailer that specializes in high-end outdoor recreation gear.  Backcountry.com was named the 2009 Backpacker Magazine/SNEWS Online Retailer of the Year and consistently makes the ranks of Internet Retailer Magazine’s Best of the Web Top 50 Retail Sites many times.

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Related posts: OOPS : Best of Social Media Blunders and Recovering from a Social Media Gaffe

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I plan my shopping and purchases based on the site deals.  More often than not, I am made aware of the deals by way of the regular emails I get from the company.  You can imagine my disbelief when the following appear in my inbox on April 27 2011:

“Mother Nature Hates You”: Backcountry email blast on April 28 2011, as hundreds of tornados spread destruction across the United-States.

A Tasteful Apology Arrives the Next Day

Backcountry Email Apology – April 28 2011

The apology by CEO Jay Layfield is timely, sincere and to the point.  The communication leads with the apology and also includes an explanation about the realities of email marketing.  Backcountry is up-front about the mistake. They are able to resolve this unfortunate issue and move forward while being sensitive to those affected by the devastating tornados.

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Apologies take the energy out of conflicts

Apologies separate time into past and future, problem and resolution

Apologies allow for recognition and shared accountability

Source:  7 Tips on How to Apologize in the Business World by Tom Searcy

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Related posts:

Blended Communications for Better Social Media Crisis Management 

Elton is Right:  Sorry Seems to be the Hardest Word

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Examples of Timely Updates

Amazon cloud outage takes down Netflix, Instagram, Pinterest, & more

On July 29 2012, an outage of Amazon’s Elastic Compute Cloud in North Virginia took down Netflix, Pinterest, Instagram, and other services.  Amazon Inc.’s web services division provides web services and data storage facilities.  Netflix, Instagram and Pinterest used Twitter and Facebook to update subscribers after violent storms across the eastern U.S. caused server outages for hours.

Many Instagram’s users were searching for answers. “Instagram” was the top search term on Google on June 30th, according to Google Trends.

Read the full article via Sean Ludwig on Venture Beat

Related Articles:

Amazon Web Services Knocked Offline by Storms by Nick Bilton via New York Times

Amazon Cloud Goes Down Friday Night, Taking Netflix, Instagram And Pinterest With It by Anthony Wing Kosner via Forbes

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The art of communication is the language of leadership.   James Humes 

Apologizing Opens up the Doors to Communication

Apologizing doesn’t have to be difficult, and can come from a place of strength. Learn the art of apologizing effectively and you may find a significant reduction in the negative effects of highly charged situations. Apologizing opens up the doors to communication, which allows you to reconnect and move on more easily.

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