Archive for May, 2010

New Media Photographer Podcast 103

Monday, May 31st, 2010

This week: Rosh talks about customer service in this short podcast.

Social media and customer service

Saturday, May 29th, 2010

A consultant contacted me today asking for guidance.  He is preparing a presentation on customer service and wondered if I would share some ideas on how social media supports customer service.

As a warm-up exercise, I’m sharing a few thoughts with the New Media Photographer community.  Feel free to add your ideas in the comments.

I believe the best customer service begins with great communication.  So, the question is, how can social media improve communication between a company and its customers?

Unfortunately, most companies don’t have the resources to staff a customer service center 24 hours a day.  This is where social media plays an important role. It can support customers around the clock at little or no cost.

What makes social media social is the ability to respond to the content creator.  This communication develops an extended community that supports customers.  Providing platforms, such as a forum where customers can ask and answer questions, is an excellent customer service resource.

Videos uploaded to YouTube are a good start when thinking about customer service. The best customer service videos respond to common questions, such as a DIY installation, product use or repairs.  Service companies should offer videos explaining what to expect when hiring their company

A wedding photographer, for example, could create a video explaining her workflow and what to expect before, during and after the wedding.

I’m amazed at the number of businesses that think customers intuitively know how to best use a product or service.  The more information a customer is armed with, the more satisfied he will be. This is assuming the company follows through with its end of the bargain.

Monitoring the social conversation is extremely valuable to a company.  The information provided by the public, if acted upon, can lead to improving products and customer service.

News travels fast in the social media. If a problem starts to develop, a solution or response can be made before the issue gains traction.

Phone conversations take time. A quick tweet can direct a customer to a solution.  Blogs and Facebook pages are excellent resources for customers to keep up on the latest company information.

Social media is a form of communication.  Quality communication through the social web will serve the customer as well as the company.

Saving Face

Wednesday, May 26th, 2010

The chances are slim that Mark Zuckerberg, the founder of Facebook, listened to my podcast with Damien Franco on Monday about Facebook’s privacy issues. But he  did get the message.

The public shouted loud and clear.

If a photographer took sensitive pictures of a personal or corporate client and used them to make more money, thereby betraying the client’s trust, he would have a hard time finding new clients.

Trust is extremely important.  Although people have little privacy in the modern world, it is still important for people to have as much control as they can. If people are surprised or their control is taken away, anger follows.

Facebook made changes. Anger followed.

Today Facebook announced a new privacy control dashboard system designed to give people easier access and understanding of the privacy controls.

Facebook privcy page

The current detailed privacy controls still will be available to Facebook members.  The hope is that people will be more comfortable with this easier-to-use system.  The new privacy settings will be found in the same place as the current settings  under the “account” tab at the top of the page.

Facebook has reduced the amount of information displayed to the public for completely locked pages. Some information will still be available to the public such as your name, profile photograph and gender.   You can find more information about the new pages at http://www.facebook.com/privacy/explanation.php

Rosh

New Media Photographer Podcast 102

Monday, May 24th, 2010

This week: Rosh interviews photographer Damien Franco.

  • New Media Photographer: A photographer who publishes to the web.
  • Time: 45:00
  • Podcast hosted by Rosh Sillars
  • This podcast is about new media, social media and digital marketing for the photographer.
  • Topics on this week’s show: Coma busting show, Connecting with your social media community, quality of quantity, interview with Damien Franco talking about Facebook Privacy, The Driven Business Podcast , What business books would your recommend? Facebook widgets, How to measure ROI, thinking about Wave after one year.
  • New media photographer comment line link love: none
  • Podcast network commercials from Dave Warner Lensflare35 and Jim Goldstein EXIF and beyond
  • Photography news by Trevor Current: Currentphotographer.comtwitter – @trevor current.
  • Photography news Links:

1. Genuine Fractals Update for Photoshop CS5
2. Imagenomic Updates Portraiture 2 Plugin for Photoshop CS5
3. Three New Offerings From Kubota Image Tools
4. Adobe Event – Working with DSLR Video in Adobe CS5 Production Premium
5. New Microsoft Office Plug-in Makes it Easy to Purchase iStockphoto Images
6. New Website Helps Educate Image Users About Licensing
7. Give the Olympus PEN E-PL1 a Virtual Test-Drive

Wave: Where are the apps?

Saturday, May 22nd, 2010

Last May I wrote about Wave, an exciting new application from Google.

Wave is a real-time collaboration tool. I was very excited about the platform because I had spent months on the road telling people the future of business would be collaboration. My predictions came to fruition with the advent of Wave.

On my last night in New York at last October’s Photo Plus Expo I received my prized  and long-awaited invite to test Wave.  It didn’t take long to recognize the platform’s value and potential for opportunity. Unfortunately,  the system was sluggish.

Once a public or private Wave took off,  people eventually stopped participating. It took too long to load. Users found it difficult to add content.  Success was punished.

Another inconvenience was being automatically added to a Wave after you opened it. Imagine landing on a Web site contact page and being automatically added to its e-mail list.

Last week Google opened up Wave to the world.  Many of the functionality issues have been addressed. It seems to operate at a higher speed so that I now can view my Waves with ease.

In the last six months I have used Wave as a personal Internet note pad for my podcasts and blog posts.  I’ve attempted to use it for collaboration on a few projects, but e-mail and Dropbox.com quickly replaced Wave.  The traditional notification systems were better than Wave’s program and people seemed to forget about the original Wave. Earlier in the year Google addressed this issue by adding e-mail notification to the system.

Unfortunately, a year after Wave’s introduction the wonderful time-saving, futuristic and life-changing applications or extensions promised are still nowhere to be found.

As cool as the iPhone is, it would not have the same appeal and success if it didn’t have all the amazing applications available.

A year later, Wave is still technology without a practical or revolutionary use. When I open the extensions gallery on Wave, I find approximately 60 extensions.  About half of them are the original extensions for which I could find little use in the last six months.  There are extensions and gadgets available outside the gallery, but finding and installing them is not an easy task.

However, Google made the right call on migrating some of its wonderful real-time technology to Google Docs.  As I’ve said since Wave’s introduction: It’s not Google Wave, it’s the technology that is important.

If Wave is to become a player, it  needs more applications. We don’t need more weather maps, board games or lists.  We need real-time business and collaboration  tools that amaze us and make us better communicators and business people.

Rosh

P.S. If you have discovered an extension for Wave worthy of sharing, please list it in the comments.