We often talk about how businesses should respond to customers online. We talk about establishing action plans, response protocols, and single-points…

See no evil, speak no evil, hear no evil. But maybe miss out on some good. There are those who gleefully say, "don't read the comments," when it comes…

A few weeks ago, I had the honour of teaching a class at Western's Faculty of Information & Media Studies. The instructor, Dan Brown, is a friend of…

At the core of Canada's anti-Spam laws, which come into effect July 1, 2014, is the word "consent." Essentially, as we discussed yesterday in our…

That ultimate goal of any business is to have customers use its product and/or services! Without customers you have no business. And if you have too…

What do you do when you have nothing to say? And how do you align that reality with all the (often conflicting) advice about how frequently and when…

Today's post and the accompanying downloadable graphic are inspired by a question I tend to get often - I don't understand who can see my tweets. I've…

If you're going to talk the talk, you should walk the walk. So, if you're going to write content about accessibility, it's probably a good idea to…

I may be a business owner, but I'm still human. And the immediacy (and relative anonymity) of social media can make it easy for a quick thought, an "I…