I need your help! I am leading a panel discussion at Technology Services World next month on the intersection of social media and technology services. I’ll be talking with a seasoned crew of corporate social media strategists, including Toby Richards, General Manager of Community & Online Support at Microsoft; Lois Marie Townsend, Global Manager of Social...

I wish there was a magic pill that provided a definitive set of social media metrics for every company, regardless of business goal. Unfortunately, that pill doesn’t exist. Companies that are successfully justifying their investments in social media are utilizing metrics programs that are unique to their business and their business goals. They are often weaving...

Each and every month, I will be publishing an aggregated list of “mini” case studies on innovative social media practices, including video presentations, slides, articles and blog posts from across the industry. That’s the plan, anyway. Here goes with the first list of 10 — please let me know how I did, what I missed, and what you’d like...

I want to point TSIA members and the community-at-large to several new resources the Association has available for services-specific social media research and collaboration. Peruse the list below and you’ll find some of the latest and greatest TSIA social media content and activities that are available to you right now. [New Report] “The New Realities...

When it comes to considering trendy social media tools for the enterprise, I typically urge caution. For example, in the post “Is Google+ Good for Customer Service?”, I encourage companies to considering laying a solid foundation for their social media programs before jumping on yet another social media bandwagon. That said, I also think it’s important to keep...

The results from TSIA’s 2011 – 2012 social media for technology services survey are in, and some readers may be surprised—even shocked—by the results. [02.09.12 Update: Full report available here for TSIA members. Let me know if you need help logging in to the website!] We surveyed over 700 service industry practitioners on their use of social media, and...

Technology Services World (TSW) Silicon Valley is right around the corner, which means that, once again, the best and brightest service practitioners from across the globe will convene under one roof to discuss what’s working—and not working—in their services businesses. Now that the online agenda is nearly complete, I want to highlight a few sessions specific...