Summary : Facebook is usually considered as a communication and marketing tool. But it’s becoming more and more obvious that it’s becoming a customer relationship tool what has an important impact on the design of the community management system and the role of the community manager that’s becoming the central point of a service and [...]
Community management and processes by the example
July 12, 2010 by 2 Comments
Some weeks ago I promised to illustrate my “community management and processus” post with a fictitious but credible example. So, here it comes… Jack and John are community managers (or, at least, in charge on figuring things out on social media on behalf of their employer). Both are working for an airline (what was a [...]
Community Management is a “processus in processum”
May 17, 2010 by 1 Comment
Even if community management is still an unclear concept with changing boundaries, many senseful and insightful things are slowly emerging about it. A few weeks ago, I came across a very interesting web tv show about it (sorry…it’s in french). While watching the video, a sentence grabbed my attention. You know, the kind of thing [...]
The power of decentralized crisis management : the Gustav case
September 1, 2008 by Leave a Comment
Crisis is charaterized by its suddenty, its unpredictability and the gravity of its possible consequences. It forces organization to react quickly in order to protect itself as well at its components and agents. That implies many things. Decide on the way to react, which suppose to have reliable and exhaustive information. Then manage to deliver [...]
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