An unexpected customer service story right out of the pages of Chip & Dan Heath’s “Made to Stick”. A little off topic for me but … For the most part, I focus my posts on social software. But while doing so, I’m also working on a start-up project and spend...

More on how to infuse Social Content 2.0 into your social software lifecycle One of Twitter’s endearing qualities is simplicity. After it’s “@” (Reply), or, “D” (Direct message), you have the remaining 140 characters to get your message across. Another...

Hmmm… maybe one more change Most of my posts take a few days to write. I tend to write my first draft as a collection of thoughts and then start piecing them together. Most times, I sleep on it and return with different thoughts and maybe even a different perspective. Sometimes,...