Community management not for fainthearted

There’s an old saying that doctors bury their mistakes, lawyers gaol their mistakes and journalists publish theirs. Social media managers not only publish their mistakes – they have their mistakes raked over in real time for all to see. And if your ‘mistake’ hits the big time, you can expect opinion columns, analysis and derision…

Social media is its own beast: the Qantas way

Anyone who’s been to one of my social media presentations will be able to tell you one of my favourite phrases is: Social media is its own beast. Social media isn’t marketing. Social media isn’t sales. Social media isn’t public relations. Or customer service. Or advertising. It’s all of those things and more, rolled into…