Tag Archives: l customer service

Even If You Can’t/Won’t Engage, You Need to Monitor


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Man and woman looking at laptop computerIt’s a common, and possibly over-analyzed, topic. One that has been discussed at nearly every social media conference I have attended. Yet, I’m going to broach the topic again. Should you engage in social media?

Instead of debating the pros and cons of engaging in social media, I’m going to take a slight detour.  If you can’t or aren’t willing to engage, you at least need to monitor.

I think one of the largest misconceptions among organizations not involved in social media is that, if they don’t have a social media presence, nobody is talking about them. Continue reading