We Need to Teach Digital Citizenship

How can we establish a local and national effort to better prepare young people to participate online? They need to learn how to identify and use tools; understand and model behavior that won’t embarrass their parents or themselves unless they want to do so; and connect with others and contribute in a positive way online…

As a community manager, how should you be using Twitter?

Imagine you are a community manager and today is your first day promoting the brand. How should you use Twitter? You might be overwhelmed with the river of information and wonder what are the “right” answers to questions like these: How often should you tweet? And should you retweet? How do you decide to follow…

3 Reasons Customer Service and Twitter go together

How many times have you thought when experiencing a negative service experience: “if only I knew who to talk to, I would give them a piece of my mind … right now!”  Mobile and social tools now make that possible, and even a little bit too easy.  Despite the risk that you might say something…