Terrific article Bruce, you sow the seeds of some interesting ideas.
I have one question tho. You mention that "For the third dimension, social behaviour, to be useful, a company must commit to engaging in the activity of the social networks that are most appropriate for their business"
How do you establish which network is most appropriate for your biz? There are so many out there that can be used and by and large orgs are using the same ones - Facebook and Twitter, maybe LinkedIn and YouTube.
I'm not sure that there is the variety of social network to choose from (certainly not networks with a large enough audience anyway) to say that you can pick the most appropriate. Most just go for Facebook and Twitter, surely?
I have also worked for a firm where the customer service agents were told never to apologise or to acknowledge a mistake. This was some 10 years ago now, however, and I understand that the company in question has been suffering financially for many years now.
My answers
Terrific article Bruce, you sow the seeds of some interesting ideas.
I have one question tho. You mention that "For the third dimension, social behaviour, to be useful, a company must commit to engaging in the activity of the social networks that are most appropriate for their business"
How do you establish which network is most appropriate for your biz? There are so many out there that can be used and by and large orgs are using the same ones - Facebook and Twitter, maybe LinkedIn and YouTube.
I'm not sure that there is the variety of social network to choose from (certainly not networks with a large enough audience anyway) to say that you can pick the most appropriate. Most just go for Facebook and Twitter, surely?
Regards
I have also worked for a firm where the customer service agents were told never to apologise or to acknowledge a mistake. This was some 10 years ago now, however, and I understand that the company in question has been suffering financially for many years now.
And to no surprise!!!!