Seth Godin’s latest post, Hammer time, makes a point that has been bugging me for weeks. Companies, en masse, are selecting the marketing hammer to approach social media, and in large part are ignoring the most common, non-personal use of social media, namely solving problems and getting questions answered.

If you want to select a hammer [...]

I keep a Google alert set for “social media.” It is without a doubt the most active of all my alerts. I’ve seen everything from headlines about how Fort Hood soldiers are using social media in the aftermath of the tragedy there, to a book review of Yes We Did – An Inside Look at [...]

Over the last week, I’ve been reviewing drafts of Anne Gentle’s new book, Conversation and Community: The Social Web for Documentation. I think it is going to be an important book that will help connect the dots between Web 2.0, aka the “Social Web,” and documentation.
Reading her book brought me to a revelation that, while [...]

Curious about social web? Wondering how you can use the social web to build a conversation with your customers and a community of interest around your products or services? Anne Gentle’s new book, Conversation and Community: The Social Web for Documentation, will help you understand the social web and will teach you techniques and best [...]