New book: The Surveillance Industrial Complex

Recently, I received in the post a copy of the book ‘The Surveillance Industrial Complex – A political economy of surveillance’, edited by Kirstie Ball and Laureen Snider. In this book, long term collaborators, Kirstie Ball and Lauren Snider examine the nature of today’s surveillance structures. They note that not only is surveillance conducted at … Continue reading New book: The Surveillance Industrial Complex

The downside of choice

Earlier today I was at an information session, meeting people interested in post-graduate education at the institution where I am employed, Oxford Brookes University. I was doing my best to show the potential candidates all the options that they had access to. We talked about the different modes of study (i.e., full time vs. part … Continue reading The downside of choice

So this is how Facebook sees me

You know what they say: on Facebook, you are not the customer; you are the product. Facebook collects our identity and activity (updates, likes and shares) information. This information is processed by Facebook’s algorithms, and churns out targets for advertisers to promote their products to. Naturally, Facebook keeps their algorithms secret. Though, much has been … Continue reading So this is how Facebook sees me

#FollowFriday: @thefirstwebsite

#followfriday (or #ff) is a tradition started by Micah Baldwin (according to Mashable), whereby you name Twitter user your followers should know about. In addition to naming interesting users on Twitter, I provide a bit of background information on them in here. Enjoy!   To celebrate 20 years of making the software required to run a … Continue reading #FollowFriday: @thefirstwebsite

Follow Friday: ‘Let’s Talk About Tech’ podcast

Today’s recommendation is not a Twitter account; is a podcast. I have recently discovered the ‘Let’s talk about tech’ weekly podcast and it’s been a great addition to my #2013Kms ‘playlist’. It gives a general overview of the key tech-related news of the week, with a light-touch commentary. It is published by BBC Radio 5 … Continue reading Follow Friday: ‘Let’s Talk About Tech’ podcast

Research project: Mobile digital technology and the need for new business models

In the last year, I have been exploring - with colleagues Sarah Quinton and Paul Jackson – the research priorities brought about by ‘digital’, where digital is defined in a very broad sense to include new types of data, new methods and new business realities. We are particularly concerned with research that has a very … Continue reading Research project: Mobile digital technology and the need for new business models

Are you being served, yet? On waiting online

Apparently, we spend 2 to 3 years of our lives waiting for service – for instance, waiting to talk with a customer service representative, or for a meal to be served. Admittedly, this number will vary widely for the specific services accessed – e.g., private doctors vs. public health service – countries, etc. But the basic … Continue reading Are you being served, yet? On waiting online

What I am reading: How they started digital

I received a copy of the book 'How They Started Digital', edited by David Lester. The blurb at the back promises that the book  tells 'the fascinating stories of how 25 famous and highly successful digital businesses were set up'. I am looking forward to start reading it - hopefully by Tuesday, after I submit … Continue reading What I am reading: How they started digital

The importance of structure in Social Media interactions with customers

Research into customers’ expectations when it comes to interacting with firms on social media reveals a strong preference for formal exchanges. This finding may be puzzling, given the very informal nature of interactions on social media. Though, it mirrors the findings from research looking at offline interactions between customers and firms. There is also a documented … Continue reading The importance of structure in Social Media interactions with customers

How should organisations respond to brand related comments on social media?

I wrote a guest post for OxonDigital, outlining findings from my research project on customer service via social media. The full findings are published on the Journal of Marketing Management (Paywall).   OxonDigital is a network that brings together Digital Marketers based or working in Oxfordshire. It organises informal get togethers and encourages the sharing … Continue reading How should organisations respond to brand related comments on social media?