Many customers see social media as a quick way of solving problems that they experienced with their purchases. Yet, research in the airline industry shows that companies are reluctant to handle complaints on that channel. This is a very short-sighted reaction, because many of those customers that complained on social media, and didn’t get … Continue reading The benefits of service recovery on Social Media
I was chatting with a friend about the challenges of keeping the destination of her holidays secret from a certain acquaintance, because of a comment somebody else had written on her Facebook page. This exchange reminded me of an experiment of sorts, from a few years ago. Professor Vertesi, who was pregnant at the time, … Continue reading Hide and seek in the age of social media
Jeez, the days and weeks seem to roll into each other, faster and faster, as we approach the end of the year! They say that time flies when you are having fun, and I sure had some fun this month. We had some friends around for Bonfire Night. Then, I went to London with … Continue reading November 2017 round-up
Historian Melvin Kranzberg once wrote that: “Technology is neither good nor bad; nor is it neutral”. That is, technology (digital techology, for instance) does more than allowing users to do something; the design of that techonological product actually encourages some behaviours, while discouraging (or, at least, downplaying) others. For instance, the addition of cameras to … Continue reading On social engineering in social media platforms (or, how we are not in control)
I lost count of the number of times I have read, or been told, that teens do not care about their privacy, online. I did not do any systematic research in this area, but my limited observations (and common sense), make me seriously doubt that claim. I think that the relationship between teens and … Continue reading Teens and privacy. It’s complicated.
Snapchat is a very (and increasingly) popular social media platform. According to Omnicore, as of 22nd January 2017, it had 100 million daily active users, spending an average of 25-30 minutes per day on the platform. It is highly popular with youngsters (45% of users are aged 18-24 years old), particularly female users (70% … Continue reading Snapchat: about tightly-knit close relationships, not useful connections
You may have come across the message by Dr. Cal Newport that we should quit social media. For instance, there is the NYT article “Quit Social Media. Your Career May Depend on It”. There is also this TEDxTalk, and numerous posts on Cal’s own blog. I am very ambivalent about Cal’s advice. On the … Continue reading To quit social media: brave or irresponsible?