Want to Comment on What People Are Writing About You? Google News Can Help

You know when you read a news story about you or your organization and it looks like they REALLY blew it? Maybe you were misquoted or quoted out of context. Or maybe they didn't tell the whole story. To this point, you've had little recourse other than letters to the Editor, which may not be particularly helpful, especially when they appear at a later date on an entirely different page.... Read more →

The Rise of the Do-It-Yourself Portal

In the past few days, I've found a number of new portals online. I'm starting to wonder if we can't learn a thing or two from what's happening. First, via Eisenblog, came Open Learn University's portal, created by Stuart Brown in Netvibes to support OU students and instructors. Then I find Crimson Connect, the student-run Harvard University portal, developed in the wake of student dissatisfaction with Harvard's "Official" website. (Take... Read more →

Customer Service According to CJ from Enterprise

Last week, about an hour and a half into a 3.5 hour trip, my car started to overheat. Fortunately I was near an exit that was near a mechanic that was near an Enterprise car rental location. (BTW--will blog for $$ to replace cracked head gaskets). Anyway. . . at Enterprise, I met CJ a 25-year old branch manager who was the epitome of customer service. The guy filled my... Read more →

Screencasting with Screencast-O-Matic (with Some Wikis Thrown In)

Next week I'm going to be teaching a client how to use Typepad to maintain a simple website I developed for her organization. I was looking at pulling together some reference materials to leave behind after my demo when it occurred to me that the best reference material would be a screencast of how to use the site. Enter Screencast-O-Matic. (Note if you want the entire lowdown on screencasting, check... Read more →

On Customer Service

As usual, Seth Godin hits the customer service nail on the head: If you're going to be in the service business, you need to accept that or you're going to hate it and be lousy at it, both at the same time. I hate to say it, but I've been in many a nonprofit/government agency where I've been greeted with just this kind of sign. It's meant to be helpful... Read more →