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How Much Does Customer Social Media Angst Really Matter?

Harvard Business Review

APRIL 3, 2015

Most brands are playing catch-up : in 2013 only 30% of brands had a dedicated customer service handle on Twitter, and only 10% of those brands with customer service handles reply to more than 70% of their mentions. As a consultant in PR and social media, I thought I knew. But what’s the real impact of such programs?

Media 8
Media Airlines Travel Brand 8
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Narrowing the Chasm Between PR Professionals and Wikipedia

Harvard Business Review

JUNE 10, 2014

Public relations and communications professionals—and the academic programs that train them—find themselves operating in a radically new environment. As Emily Yellin describes in her book Your Call Is (Not That) Important to Us , “public relations” was the phrase initially used to describe customer service.

PR 8
PR Public Relations Conflict of Interest Ethics 8
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