13
Feb 17

What does it mean to be CURIOUS?

Last week I wrote a post on LinkedIn about What Skills Are In Demand For Grads. I used survey results from a recent “WorkForce Prepardeness” report compiled by PayScale and highlighted the top hard and soft skills employers are looking for.

To be honest there weren’t too many surprises, but there was one “soft skill” in particular that I believe requires some more discussion.

According to the survey 16% of Hiring Managers believe that new grads lack curiosity.

I thought that was very interesting. What is it about curiosity that would land it on a soft skills for employees list? To be curious means that you wonder about things. You want to know more. You seek out knowledge. And, you are excited to do that. As I considered the importance of curiosity to hiring managers I realized that it isn’t that different from what I look for in an engaged student.

Curiosity Definition from Google

When I have a student with a strong desire to know or learn something it is an exciting moment — they question, they engage, they bring in more information. They seek out other sources. Their excitement is invigorating and challenges me to be a better teacher. So why wouldn’t this be an important skill that employers need in their employees, especially now?

Technology continues to drive change in so many ways that no one can “rest on their laurels” at work anymore. Platforms get updated, new tools come out, technology enables us to do things faster, more efficient and more effectively. Naturally it makes sense that employers need employees who are CURIOUS.

So how can a college student foster curiosity and even more importantly prove it on a resume or LinkedIn profile?

Step 1: Practice

As a college student the easiest way to foster your curiosity is to practice it! Take the extra step in your classes to bring the professor outside readings, or ask questions outside of class about a topic of interest. Seek out new sources of information that will help deepen your exposure to a topic.

Step 2: Share

Share your knowledge with professors and with friends. Consider writing about what you are learning on a blog or on a platform like Medium or as long form posts on LinkedIn. As you share what you are learning or questions you have, others outside of your university experience will connect with you and answer questions and provide further resources.

One great tool to help students find information about different topics is Twitter. It is no secret that I am a supporter of Twitter and have been for a very long time. If you follow the right people it is a great platform to expose yourself to new ideas, current events, and points of view different from your own. Hashtags can be very helpful as well.

I recommend to my students who are in Marketing and Digital Marketing to follow a group of individuals I’ve been connected to for a very long time. They continue to keep me current and allow me to be on top of my game as I bring current marketing trends and information into the classroom.

Here are several of my Twitter Lists of people to follow:

So students how about you practice being curious? Start your own Twitter list and see how it works out for you. Consider following organizations, associations and people in your discipline who are on Twitter. Then, take information you learn from them and talk with your professors.

Challenge yourself to become that “curious student” and start a habit that will benefit you for a lifetime.

 


19
Sep 14

Teaching Twitter at #WEOC14

I will be presenting tomorrow at Senator Patrick Leahy’s 18th Annual Women’s Economic Opportunity Conference. My topic is Twitter. I’ll be kicking off the afternoon with a beginners workshop and then ending the day with an advanced workshop.

The challenge, of course, is that there is only one hour for each workshop. However, I think I’ve captured the basics in my presentation decks.

GETTING STARTED WITH TWITTER (1:00 p.m. – 2:00 p.m.)

Learn the basics of Twitter from crafting a strong bio, to navigating the interface, and constructing meaningful content. We’ll debunk myths about followers, learn how to manage the settings and get you ready to start Tweeting like a pro! This workshop is for those who are getting ready to kick off a Twitter profile. Either you’ve never used Twitter before, or you have just started and are not sure what to do next.

I love teaching a “getting started” workshop on this tool. I’ve been Tweeting since 2007 — I can’t believe it’s been over seven years that I’ve been working with this tool.

myfirsttweet

I get a lot out of introducing people to just how powerful and interesting this tool is.  In this workshop I’ll cover the basics. From what Twitter really is to understanding the interface and how to write your first Tweet. My goal by the end of the hour is to get people interested enough that they will jump in and give it a go!  View my presentation.

TAKING TWITTER TO THE NEXT LEVEL (2:15 p.m – 3:15 p.m.)

Move beyond the basics of Twitter and learn how to curate and leverage favorites and lists. Participate in Tweetchats to promote your brand and build connections. Manage multiple accounts with third party software, and track clickthrough rates. We’ll also cover basic Twitter analytics to measure success. This workshop is for those who have been using Twitter but want to take it further. Ideal for small businesses and individuals alike.

In this more advanced course, we’ll be covering some great features of Twitter. I’ve highlighted ways in which I use Tweetchats, will be talking about some tools that I’ve used to manage Twitter, and the new release of Twitter Analytics — which I’m really having fun exploring. twitterstatsnew

 

Here’s the presentation for this session.

This is my first year at the Women’s Economic Opportunity Conference and I’m looking forward to talking with the attendees about something that I enjoy so much.

Oh, and this is also a perfect opportunity for me to plug an upcoming version of the Twitter for Dummies series featuring former Champlain College student Brittany Leaning as one of the authors!

twitterfordummies


20
Apr 13

The Brave New World of Communication in a Digital Age

Twitter Is Serious Business LOLCatThis week we learned just how serious Twitter is. In the midst of tragedy, horror, anger, pain, and fear we saw just how much this digital communication tool, and a host of other almost “instant” communication channels have changed the way we look for, engage with, and participate in information dissemination and sharing.

I know I don’t need to recap the events, nor provide timelines. Nor will I post pictures here.  There are plenty of those all over the internet at sites including the Boston Globe, and Mashable.

I would like to address something different. Something that has been on my mind as I have been working on my book this year. And that is the impact that real time communication, and the need we humans have to participate, share, and engage to feel part of community is having on two very important areas of our lives:  Journalism and Law enforcement.

First I’d like you to think back.

Think back to 1986 (if you were alive then). I was a sophomore in college. I was in my biology lab when someone ran into our classroom and shouted: The Challenger just exploded! (That’s a link to the live feed from CNN). We had no Twitter. We had no Facebook. I had a computer, but it certainly didn’t talk to anything. We had no cell phones. Challenger_explosionWe all just got up, and headed down to the student union and watched CNN, talked to each other in hushed tones, cried, and took it all in. Over the days that followed the news media were our source for information via newspaper, radio, and TV. As a community at my college, we talked, we shared, we commented. Face to face. We looked to our journalists to provide us with facts and information, which we took in, and for the most part, trusted. Through all of this, investigators controlled the message. Journalists speculated and dug, but information was not easy to come by unless released by NASA. Some video camera footage from individuals was used.

Now to that fateful day in September of 2001. I received news of the plane hitting one of the Twin Towers from a phone call (on my land line)  from my ex. I tried to get online to see what was going on, but CNN wouldn’t load. 9-1122I then went downstairs and put on the TV. I got on the land line to try to reach friends in DC (because by that point one of the planes had hit the Pentagon, and we had close friends who worked there).  I won’t go into much detail here as we all an remember it. But I will say that I got my news from CNN. I listened to NPR. I read several different newspapers.  I went online when able to (CNN had to drastically change their design to cope with the traffic to their site). Again, there was no Facebook. There was no Twitter. We got on the phone, we emailed, we talked in person, we gathered around the TV. We looked to our journalists to provide use with facts and information, which we also started to verify and explore on the internet, but we still, for the most part trusted those journalists.  Through all of this, messaging was controlled by investigators and law enforcement, but we started to see that control slip as theories and other information popped up on the internet weeks afterwards. But control of the information and “leaks” were the word of the day.

Now to Boston. And this week. What did we experience as a nation and a world?

  • Investigators CROWDSOURCING data from all the individuals who took pictures and video, tweeted, blogged, facebooked and added information to Reddit.  Each individual who created content based on their experience added to a pool of data for investigators to comb through: Read recaps from Bloomberg and US News.
  • The loss of respect for news media including the NY Post and CNN (not that they had much more to lose, really, but just take a look at this scathing take down from Jon Stewart if you haven’t already) for their rush to break news that was false.
  • Law Enforcement having to use social media to keep people informed, refute wrongful media reports, and try to manage the chaos of a “lock down” situation throughout the streets of Boston. Just look at the Twitter feed from the Boston Police Department.  And some of these notable tweets:

     

     

  • Birth of the new journalist. If you didn’t pay attention or know @taylordobbs before this, you should. A journalism student, a Vermonter in Boston. He started covering the MIT shooting via Twitter. Factual. Real Time. Excellent coverage. Main stream media trying to figure out the new way to report should take lessons from this man. Here’s a recap from the Burlington Free Press.
  • Individuals participating all over the social sphere. Sharing, supporting, commenting, getting in the way, compromising safety, creating fake accounts — in other words human beings being human beings. It’s a brave new world and when the police first ask for information from everyone to get as much data as possible,  but then during a chase and hunt, expect people to stop participiating, it’s just not going to work.  When you broadcast via a scanner, people are going to then turn around and share that information — they aren’t going to just sit there and listen.  (Honestly, it is beyond me WHY police scanners are now broadcast via the internet. There is such a thing as too much information!)

So what does this leave us with?  Well in my opinion as an educator there are a few things we now need to do, and I’m not convinced these things are happening.

  • Law Enforcement officials need social media and digitial communication training. Not just on how to utilize it to gather data, but how to manage it on a day to day basis as well as during a crisis.
  • Journalists need to take a hard look at their profession. Hopefully J-schools are educating their students on how to report in a crisis using these tools. All current journalists need to go back to school to relearn their craft.
  • K-12 education has to change curriculum in order to accomodate an “always on” practice — etiquitte, privacy, personal responsibility — all key in the digital age.

Human nature is not going to change. We share, come together,  prank,  cry, yell.  But now we do it in multiple channels, multiple ways and those young people coming after the so-called millenialls (those 18 and younger) see no difference between face to face communication and digital communication. If you think managing all of this now is hard. Just wait for it.

The events of this week were just a look at what is to come. What comes next is up to all of us and what we have learned from experiencing all that we have experienced this week.

funny-pictures-curious-cat


09
Sep 12

The honeymoon might be over, but the fun has just begun

My ThisisVT imageToday is my last day tweeting as @thisisvt.  What I can tell you is that it has been super fun and I count myself lucky to have been able to interact with so many people this week and repp a state that I have called home for 14 years.

My turn at the helm came at the seventh week.  You know how they say the honeymoon is over when you hit the seven year mark in your marriage?  (ok, I really don’t know who “they” are, but I remember my ex-mother-in-law clearly explaining to me that “they” say that year 7, and every 7 years after that is a big deal.  Maybe it’s an Italian thing…for the record I made it to 14 years.) Well our State’s little Twitter account has reached that point now as well.

In the first weeks of the the account the accolades poured in from Time, New York Times, and Mashable (and of course Forbes, thanks to Larry Olmsted, fellow @thisisvt tweeter) as well as some local reviews, to name a few:

The account began in July and here we are already in September.  But it was during my time (Sept. 3 – Sept. 9) when …. well the critics started to come out. On Sept. 1 the DMN News (Direct Marketing News) called the @thisisvt twitter campaign “lackluster”: http://www.dmnews.com/vermont-tourisms-lackluster-twitter-campaign/article/256303/ (Sept 1) and Jonathan Baskin raked the VT Tourism Dept. over the coals for being “lazy”  and called out those of us who are tweeting as “boring”:  http://baskinbrand.com/?p=926 (Sept 3).

Ouch.

Then the local folks jumped in — with lots of interesting suggestions on who else should be tweeting for the account. I guess we got all our #vtfeathers ruffled.  Locally responders are looking for more diversity in the pool of people tweeting, and yeah, they wanted it to be more risky.  So I’m also going to address that from my POV.

So far we’ve had seven individuals tweeting. We hail from Alburgh, Montpelier, Burlington, Rutland, South Burlington, and an undisclosed location (that’s Larry). We’ve had equal representation from men and women and a variety of professions from College Professor (that’s me!), to Adman (Ken), famous writer (Larry), a healer/tarot reader (Raven), a bookbinder (Elissa), a blogger and owner of a local family web guide (Dana), and a small business marketer/comedian (Ed).


We had some good local suggestions though — like @southunionskunk and @BTVSnowDragon and 20-somethings and 80-somethings. It was an interesting dialogue and I certainly had a good time talking about risk taking (hence the #vtrisky hashtag). We’ve got a great deal of awesome people here in VT so I’m sure that we’ll continue to see a wide variety. Just remember, if you want to take the helm, be sure to nominate yourself! 

FYI, the DM News folks just focused on number of Twitter followers as a metric of success. For those of you who follow my blog you know that number of Twitter followers is NOT a measurement of success.  As to Mr. Baskin — while his blog post has syndicated in many different areas, his chief complaint is that not only are we boring, and the tweets useless, but “the tweets aren’t about Vermont, they’re about the tweeters themselves.”. Ahem. Yep. That there, my friend is the point. The marketers “didn’t give up” — they are providing us all an opportunity to share what we love about Vermont. That is the point of this whole thing.

Yep. It’s about one person, each week. One Vermonter each week. We all bring our own point of view, personality, and interests. We bring part of our life into this and are giving people a glimpse of our lives. But only a glimpse. Essentially, no matter how awesome we are…we are still just people. Ordinary people. With ordinary lives. And that, well, really isn’t that exciting. Sorry to break it to you. From my own experience, I’m not going to “pick fights” nor am I going to toss F-bombs just to make it “interesting”. In my experience that isn’t really worth it. I focused on providing information to people about events, goings on, pictures, history, education, business…those things that I think are great about Vermont.  (I did get into a little dust-up over the merits of VT Maple Syrup vs. MI Maple Syrup though.) Ed, on the other hand called out Texas while he tweeted. Raven focused on some wonderful things going on Rutland.  In other words, we did exactly what the Vermont Department of Tourism is looking for. We were ourselves. We brought our own points of view. We had fun. And that is the point.  On some levels while this is all about marketing for our most awesome Green Mountain State, it is also about giving those of us who love this state the opportunity to show that love.  It feels good to do this and to represent.

I had fun.

So I hope as the weeks go on, people will focus more on each individual person and what they bring to the table to showcase what makes Vermont so frick’n awesome: Vermonters.

Oh, and Cider Donuts (which @stevegarfield ordered from Cold Hollow Cidermill, thanks to me — and that my friends is an ACTIONABLE METRIC!)

From this:

 

To the big win:

 

Cold Hollow Cider Mill Cider Donuts received by @stevegarfield

So good luck to all of those who come after me and remember, the fun has just begun!

 


05
Oct 10

Getting out of the Weeds: #ccalumchat

I’m in the weeds.

The tall 6 week weeds that come with back to school. They are spiky and sharp and they obscure your view.

Kitty in the WeedsHowever, tonight a group of former students brought me out of the weeds and reminded me what it is all about.

@nicholemagoon (former Ninja), @MBenti, @ryanfitz124, @caseyhopkins and @cailaburke all former students of mine in various Marketing and Communication classes joined together in a tweetchat. Hosted by Nichole the chat was specifically for Champlain College Alum and current students to respond to questions and provide support and guidance to one another.  Little did they know what they would do for me.

Nichole and Ryan are still here in Vermont, working for MyWebGrocer and 156Bistro, respectively. Marissa is out in California, Casey is in Colorado and Caila is in Oregon. They all have jobs or paying internships where they are providing Social Media, Marketing, Design and guidance and they all graduated between this past May and two years ago.  Majors represented are Marketing, Hotel Restaurant Management, Public Relations and e-Business Management.

Twitter has enabled me to be able to stay connected with students in ways I never dreamed it would and I can be the first one to tell you that I never would have seen this moment — even last spring semester when I was pushing students to develop their personal brand.

As a new semester begins and I am privileged to meet and get to know a whole new crop of students (and drag them kicking and screaming to use Twitter), these five former students reminded me why I do what I do. It is all worth it and they are great examples of individuals who have taken their college experience and turned it into something much more: the beginnings of a career. And, they are already giving back to current students by offering their expertise, advice and guidance.

Now that is a sure fire cure for being stuck in the weeds.

Many thanks to Nichole, Marissa, Ryan, Caila and Casey — you are all going to do great things and I am so thankful to have been a very very small part of your journey. Thanks for giving back so soon.  Here’s to another great and even better attended #ccalumchat in November!

For a recap of the chat that happened on October 5th, 2010, check out HirethisGrad


15
Aug 10

To Tweet or Not to Tweet: A Presentation to the VHRA

I’ll be facilitating a workshop tomorrow (Monday, August 16th) to the Vermont Human Resources Association.  The focus of the day is “Leveraging Social Media to Maximize Success in HR, Recruitment and Career Development” and it promises to be seriously kick@ss!

The lineup for the day is impressive and I am honored to be in the company of individuals such as Jennifer McClure of Unbridled Talent (@CincyRecruiter), Rich Nadworny of Digalicious (@rnadworny), Gahlord Dewald of Thoughtfaucet (@gahlord), Jennifer Graham of Competitive Computing (@jenniferggraham), Bibi Mukherjee of Curve Trends Marketing (@wookiesam), and Lisa Wood of Performance Web Soultions (@lisawood). There are others on tap as well, including former students @coreygrenier (now with Brandthropology) and @nicholemagoon (now with MyWebGrocer). The day will also feature @pmgnicole, @katmaund, @cresmer and @annzuccardy as well as Brandy Rudolph of Enterprise Services, Jeff Nolan of Dinse, Knapp and McAndrew and Kerin Stackpole of Bergeron, Paradis and Fitzpatrick.  Like I said, a great line up!

My workshop is about Twitter.  And while the title gives the impression that we’ll talk about the pros and cons of Twitter (which we will I’m sure), my emphasis will be on using Twitter in HR. It’s probably no secret that I believe that Twitter is a great tool that allows you to connect and engage with others — when used right. I’ll talk about what Twitter is, how I see Twitter and HR being a perfect pairing and how the HR professional/department can get started Tweeting.

So here is what my one hour session will cover as this is the post that I will send participants to for resources and information (it will be a paperless session on my part, and also a powerpoint free presentation too!). Just me, a room, a whiteboard, markers and an internet connection — and maybe some people.

  1. Introduction: Who am I to tell you to Tweet?

  2. Sort out levels of Twitter Use

    1. Tweetless – what’s twitter?,
    2. Grasshopper – I have tweeted about breakfast,
    3. Novice – I know the difference between an @ and #,
    4. Apprentice – I tweet and it updates my facebook status,
    5. Specialist – I tweet, I use third party aps, I have participated in a Tweetchat,
    6. Ninja – I use hashtags as throwing stars, tweet on the go, have live-tweeted a conference and maybe got a job interview or job because of it and I know what peeps are saying about me.

  3. Quick Vocabulary lesson

    1. “@” = Twitter name convention: @name
    2. “#” = Hashtag which indicates a specific keyword that others can search on: #vhra or #btv or #campchamp or #hrhappyhour
    3. “RT” = Retweet: when your original tweet is passed on to others either with or without comment. The more retweets the better!
    4. “DM” = Direct Message a private message between you and someone else
    5. “@name” = a message to that person and all the people who follow BOTH of you
    6. “TweetChat” = a chat session that is scheduled weekly or monthly using a specific hashtag. Participants respond to questions from the moderator in a free-for-all session that is archived online via http://www.wthashtag.com

  4. Twitter and HR: A perfect pairing

    1. External:
      1. Follow keywords having to do with the company = Listen
      2. Announce job openings = Recruit
      3. Vet applicants = Due Diligence
      4. Team with PR to share the “Good News” of the company = Brand Building

    2. Internal:
      1. Check employee sentiment = Morale
      2. Monitor/Share company news = Internal Communication and Recruitment
        1. Announce new initiatives/trainings/workshops = Internal Communication
        2. Announce benefit information = Internal and External Communication
        3. Share internal job listings = Internal Recruitment
      3. Avoid problem employees = Listen, Monitor and Watch

    3. Personal:
      1. Follow professionals in the HR field = Keep current, learn
      2. Participate in Tweet Chats = Network
      3. Ask questions = Finding answers

  5. Getting started on the road to HR Tweeting

    1. Appoint your Twitter “team”

    2. In consultation with Marketing and PR, set up an official company HR account that lists who the team is

    3. Brand the account with your Company branding (logo, colors, contact info

    4. Create a hashtag list (#jobopenings, #companynews etc.)

    5. Decide on the keywords YOU will follow and pay attention to (including the company name)

    6. Select a third party application to utilize to help you “listen” “follow” and monitor your HR Account
      1. Hootsuite
      2. Tweetdeck
      3. Peoplebrowsr

    7. Set up an account with Topify (http://topify.com/) which will help you in following people who follow you.

    8. Follow key HR individuals and influencers in your geographic region:
      1. TweepML and search on “HR” to find a great list of people to follow
      2. Twellowhood and look for businesses and key individuals in your geographic area to follow.

    9. Set measureable goals for success:
      1. X% new recruits through Twitter
      2. # of chats participated in that yielded new networking, exposure or learning opportunities
      3. X% of tweets are retweeted
      4. # of clicks on job postings

    10. Use Tools to help you monitor your goals
      1. Twitalyzer helps you to see your overall growth and influence as well as a host of cool metrics (which may or may not be important to you)
      2. Bit.ly is a URL shortner which will allow you to track clicks and mentions of your links (note if you use HootSuite, it comes with ow.ly)
      3. Have your web analytics team provided reports each  month on how much traffic is coming to the company website due to your efforts on Twitter

    11. Start tweeting! Remember to respond to others and join in conversations.
      1. Participate in #hrhappyhour or #u30pro (use TweetGrid or TweetChat to help you with the chat)
      2. Respond to questions
      3. Ask question
      4. Engage
      5. Have fun!
  6. Some things NOT TO DO:
    1. Do NOT set up an automatic follow-back. Vet EACH follower using Topify. Autofollows mean you will end up following spammers and pornbots which probably don’t fit your brand
    2. Do NOT set up an automatic DM for each follower. DMs are for when you know one another and need to have a quick private conversation — do not abuse it.
    3. Do NOT link your Facebook to your Twitter. Facebook allows for more than 140 characters which (normally) doesn’t work in Twitter.  Also you need different messages for different audiences.
    4. Do NOT measure your success by number of followers: that is a FALSE metric
  7. Resources:
    1. HRHappyHour: http://www.hrhappyhour.net/blog/
    2. Steve Boese: Professor and creator of HRHappyHour: @steveboese and http://steveboese.squarespace.com/
    3. Unbridled Talent: http://unbridledtalent.com/blog/
    4. Jennifer McClure: President of Unbridled Talent (and our Keynote speaker!) @CincyRecruiter
    5. Mashable Twitter Handbook: http://mashable.com/guidebook/twitter/

And there you have it — a whirlwind presentation with lots of links and guidelines.  Feel free to pass this on — I think it works for more than HR. As always, comments and suggestions are welcome and if I missed a great resource, please add it using the comments so others can benefit.


07
Feb 10

Customer Service in a Twitter World

It’s been an interesting Customer Service Week for me.  I’ve been trying to resolve two different billing issues with two different large companies — which I am going to name because I think it is an important part of the conversation about what I’m seeing in the world of customer service. I’ll start off by saying that it looks like everything has been resolved and in the end the companies came through.It’s what it took to get the companies to come through that has me wondering about the state of customer service.

I’m old enough to remember a time when the only way to reach out to a company was through a nicely written letter that went into the mail to some person somewhere in the company and just maybe 6 – 8 weeks later I might get a coupon or something for my trouble.  There was a time when I could call a toll free number and be on hold for a brief period of time but then speak to a human. Fast forward to this week.  No longer does snail mail come into consideration and getting on the phone and speaking to a human does not guarantee that something will get resolved right away. How did I get results?  How did I get heard? Well I tweeted of course.

My first experience was with Comcast. Recent changes for my Dad at the nursing home had him moved to a new room.  We upgraded his TV cable to digital service. Seemed simple enough, and I worked with local folks to get the digital box set up.  Unfortunately somewhere between the move and new equipment my Dad hit the account jackpot with Comcast — and they generated a bunch of new accounts for him.  There was his old account.  Then there was a new account for his regular cable and then another new account for his digital box. Confusing. But the bad part is no one actually communicated that to the person paying the bills (that would be me).  So I continued to pay the old bill and when I got the first set of bills that showed a crazy mess, I got on the phone.  Spent over an hour on a Saturday trying to figure it all out. The person I spoke with did a great job of trying to figure it out and then said they would get back to me. So I let it go.  And then a few days later,  I got the disconnect notice for my Dad. I was not happy. So I vented on Twitter.

Less then an hour later I got a note back from one of the @comcastcares people.  He told me what email to send my issue to, and then I started getting phone calls from a great customer service rep who was able to figure it all out.  I haven’t seen the final results but they were able to consolidate everything and get it down to one account without my Dad losing any service.

I had an interesting experience at the same time with my old hosting provider, Network Solutions.  I’ve been with them for a very long time, but as social tools have made things easier and I’ve decided to go with a WordPress option for my site, I’ve decided to go in a different direction with my hosting. I was able to take care of DNS redirects and everything from the account panel.  But interestingly enough at Network Solutions I cannot “cancel services” from their account management area. So the one part I still needed to shut off required an email. I went on their website to their email form which did not have an option for “cancel services”. Then I got on the phone and got put on hold for over 15 minutes. I follow @shashib on twitter so after this experience I sent him a tweet asking him how I cancel services.  In a short period of time (under an hour) he responded with the email I needed to use.  I sent out the email, and got a response and now, hopefully I won’t get charged for another month.

Notice what happened in both of these situations?

Twitter

In order to get the results I wanted as a customer, I used a public soap box.  And they were listening. And they responded.

But, I tried other ways before that and it didn’t work.

Dear customer service professionals — what do you think of this? Is this just the way it is now?  Or is there something wrong with me as a customer having to go public before you listen to me and I get results that I need.

Posted via email from Elaine’s Posterous