Many of you may have noticed that Mark Story has been making many excellent contributions to Media Bullseye in recent weeks; he’s done such a good job with the written word I figured we should have him join us on the Roundtable as well. He did not disappoint, and Jen Zingsheim and I were delighted to chat with him about reputation management, online security for minors, and the future of customer service for large businesses.
Reputation Management for College Grads: It’s college graduation season, and since Mark is also an adjunct faculty member at Georgetown University I thought this would be a great topic to explore with him. He shares a case study about a young woman losing out on a job, despite her impeccable qualifications, because of a questionable photo online. It’s notable that the photo was buried on the 11th page of her Google search results, but makes it all too clear that young people need to walk that line between their personal social lives and the professional image the want to project.
UK Social Networking Sites Boots the Over-36 Crowd: In an effort to follow through on new UK statutes indicating that social networking sites compare membership information with a list of sexual offender email addresses, one site has chosen to simply delete the accounts of users over 36. We all agree that this is an absurd way to deal with the problem of sexual predators on social networks, and it leads to an interesting discussion of how social networking for “grown ups” is still rather marginalized, leading to the wrongheaded perception that anyone over a certain age on Facebook must be disturbed.
Online Complaints Departments and Customer Service: Finally, I note that Twitter has opted to use social networking site GetSatisfaction.com as an outlet for users to voice concerns about the frequent bugs and outages. We discuss whether bringing customer service entirely online will be a good strategy for large corporations, and if especially those plagued by frequent customer service complaints will be heading online more to deal with customers one on one.