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The Hanslow Theorem – Or why users choose not to act

So this one is mine. And it’s a little more refined than some of my other musings. But it’s pretty widespread. The Hanslow theorem is: If ((Tc < Bp) then (Rv > Tc) = A) else (Tc <= Pc) = A) People choose to act only when the reward for action is greater than the […]

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Your content is not yours

It’s a fairly standard term for social networks/content sharing sites. You hand over rights to the site when you enter text, upload an image etc. They’re all specific about not taking your copyright. Facebook, Twitter, WordPress, Instagram are all explicit that your content is yours, you are just granting a global, irrevocable license for them […]

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The illusions of social media

Social media is a fairly new concept. It’s exceptionally new geologically speaking, and even as far as mankind goes it’s a drop in the ocean of time. We’ve been doing things for a long time; we built pyramids, we mapped the surface of most of the planet before we could even fly, and we sent […]

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The key to improvement? Teach.

I attended Swarm a couple of weeks ago. As a speaker not a guest, which was an interesting and fascinating experience, and one I’ll blog about in the next few weeks. I’ve taught before, training groups, mentored people through photography, written tutorials etc. But I had never been to a conference as a speaker/workshop presenter […]

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50 Shades of failure? Only to the cynics of #AskELJames

The internet is abuzz today with news of the #AskELJames hashtag and it’s apparent failure. A sea of articles calling out how terrible of a campaign this is, how it was hilarious when people made fun of the writing, how cold and perfect it was to ask “Do you plan to rewrite the books from […]

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#FacebookDown – a big joke. With a hint of something scarier.

Facebook and Instagram were offline for around 30 minutes today. (around 5pm AEDST). Twitter quickly filled with comedy and questions. There were thousands of people posting to ask “Is Facebook down?” Then it quickly spawned new memes and comedy. And then people took it in stride.  Some people didn’t care. Other people were mad. Plenty […]

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A social Xmas post or not… How to decide if it’s right for your brand?

With Xmas day just around the corner, it’s time for brands to think about what they want to say. It can be a delicate balancing act and there’s a lot to consider other than “Xmas” vs “Christmas”.

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Identity and Social Media – the latest victim: Virgin Australia

One of the problems we face in social media is it’s focus on identity, with so little support for it.

The appeal and growth of social media is based around identity. Sharing and relating, user generated content, relationships formed and bonded online. Yet every platform allows you to take on or create whatever identity you see fit. Today this happened to Virgin Australia.

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It’s about love…

As a community manager, what we do is about changing how people feel. And we’re not going to go into more details on that now. What we are going to look at, is me deciding to change how people feel. But specific people. Don’t get me wrong I love my community dearly ( we launched […]

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The customer is always right

The most often quoted and the most incorrect statement in customer service. And it turns out years later it’s the most accurate. For years we’ve thrown this statement at one another, refused and denied it. Yelled it from the rooftops and raged at every manager, CEO and executive who used it as a battlecry to […]

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