I’ve listened to hundreds of keynotes this year, in person and online, regarding the social media revolution that’s now upon us. I always have a soft spot for those who see this medium for what it truly is: a cultural revolution, not a commercial one.
In order to understand social media, you must understand the cultural [...]

When Scott Monty (blog/twitter) from Ford or Richard (blog/twitter) from Dell make a mistake, they correct it. People respond, trust is earned, the brand is protected and everyone moves on.
When Motrin, Wal-mart, Target, Hasbro, Ticketmaster or any other brand make a mistake in social media, credibility is lost. Consumers lose trust and the offending brand [...]

When I worked in mass advertising, I asked the CEO of an ad agency to recommend the best book on strategy in advertising. Without missing a beat he replied, “The Art of War” by Sun Tzu.
During my read, I recognized many parallels between advertising and war, not the smallest of which was the lexicon. The [...]