When I had a complaint, I often went to managers because I believed they were empowered to do “whatever they can” to satisfy me. This is not the case anymore. The most attention a person can get is to complain on Facebook or Twitter. In June, we discussed why hotel guests need to complain via social media. In September, we shared a relevant news article about how much attention restaurants pay to those complaints found on Facebook or Twitter. Today, I am going share another Wall Street news video about how travelers may get better results from their complaints about airlines --- people might have received a “NO” from a real person on the phone, but they got a “YES” after they tweeted. Did you have similar experience? Now that you know the trick, what will you do the next time when you experience a problem?
Effective internal communications among employees are related to some desirable organizational outcomes, such as robust morale, a clear vision, low turnover, and high employee engagement. The question is what platform can serve the purpose. This ABC News video introduces “ Yammer ,” an exclusive internal communication tool for companies. A user must use a valid company e-mail address to sign up for an account. Once an account is validated, the user will be led to the company page that is pretty much like a Facebook page. The difference is that only the users whose e-mail addresses share the same domain can see the wall and communicate with each other. I have no question about whether Yammer could be a useful internal communication tool for companies, but I just wonder: how many social networking sites do people need for communication? Why people have to “create” so many platforms or channels for “effective communications”? To many people, Facebook is only for “friends,” whe