June 25th, 2009
While the media continue to focus on who is in charge and who has the power of the Senate Chamber, we approach the third week of the well-reported impasse in the New York State Senate. And lucky us, it appears we now have both a legislative and a communications stalemate. It took fifteen days—and a resolution for extraordinary session from the Governor of NY—for the full 62 members of the Senate to coalesce in their Chamber. There, they did nothing. Or did they? more »
October 15th, 2009
What a difference a President’s personal involvement can make.
When we left off a few weeks ago, birthers, tea-partiers, grandma-killers and others from the wing-nut fringe had been verbally assaulting their elected representatives with charges that health care reform was the medical equivalent of the Wehrmacht blitzkrieg in Poland. Town hall meetings, a hallowed American ritual of representative democracy harking back to the nation’s founding, had previously stood for the right of the people to engage in reasoned debate with their elected officials back home from Washington. In the steroidal 2009 version, these otherwise frequently boring gatherings had been jacked by extremists armed with vitriol, cameras, made-for-tv signage, pre-printed press releases – and in several cases – exposed handguns. more »
August 7th, 2009
The relationship between customer care and a company’s reputation is becoming more and more apparently with each passing day–and with each passing crisis spawned by lackadaisical service on the part of some company or executive. A report from the Society of New Communications Research and Nuance Communications, shown in full as the iPaper above, further analyzes this link, ultimately drawing conclusions and making recommendations on how best to approach customer relations in the context of an always-on social media world. more »
