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HeidiMiller
Seattle, WA
Social media consultant & community manager helping you build passionate communities online
Interests: new media, podcasting, speaking, hair, gustave flaubert, tom robbins, facebook, grease, asterix, blogging, social media, antiquing, paris, buffy the vampire slayer, babylon 5, european travel, spider robinson, bulgakov, the producers, wicked, renaissance faires, twitter
Recent Activity
Cheyserr--
Great point! And I would rather chop off my right arm than pick up the phone and talk to a bored human, so I prefer other channels. That's why organizations should at least explore the possible channels and find out what their market base's key preferences are! If a brand I interact with ISN'T on Twitter, I'll admit I most likely won't interact with them much longer. :-/
Commented May 2, 2013 on Twitter vs. Phone vs. Web: the Customer Service Smackdown at Talk It Up!
Twitter vs. Phone vs. Web: the Customer Service Smackdown
How does Twitter stack up against phone and web as a channel for resolving customer service issues? Tweet Fortune has just published an article with the provocative title, Can I help you? On Twitter, the answer is no. In an interesting customer service experiment, the editors contacted eight ...
Social Customer Service in Action
Posted May 1, 2013 at Talk It Up!
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Thanks! It was a lot of fun, and I learned quite a bit from you guys, too!
Commented Apr 29, 2013 on Writing your own user manual at Talk It Up!
Writing your own user manual
The session at #shesgeeky Seattle on writing your own user manual. Write your own user manual from Heidi Miller
Writing your own user manual
The session at #shesgeeky Seattle on writing your own user manual. Write your own user manual from Heidi Miller Continue reading
Posted Apr 27, 2013 at Talk It Up!
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Real beauty and why it matters
Posted Apr 17, 2013 at Talk It Up!
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Inside the social media mind
Yup, it's been a while! My position at the rapidly-growing startup Spoken Communications leaves me very little time to indulge in writing up blog posts. However, I'm still quite actively coaching and speaking, and today, I had the honor of... Continue reading
Posted Apr 5, 2013 at Talk It Up!
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Tim--
What's funny is that I only switched to Diigo when Delicious was reported to go out of business. By the time Delicious was saved, I'd already made the switch! But I do like that Diigo allows me to tag and group bookmarks by interest area. I have a group for work-related bookmarks (relating to IVR, SIP and call centers), one for social media bookmarks (for gadgets, PR kerfuffles and what Facebook is up to) and one for my sci-fi steampunk hobby.
Commented Jan 28, 2013 on How to use Storify to curate, compile and compose a kick-ass blog post at Talk It Up!
How to use Storify to curate, compile and compose a kick-ass blog post
A quick tutorial in how to use Storify to curate, compile and compose a research-based blog post for those of us without a journalism degree When a story hits my news feed more than once, I tend to want to look at it from a few different angles before forming an opinion. Check the Twitter stream...
Why your bank should do customer service on Twitter
Posted Sep 25, 2012 at Talk It Up!
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Why social media business IS real business
Posted Sep 21, 2012 at Talk It Up!
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Klout: who the frak cares?
Posted Aug 16, 2012 at Talk It Up!
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How to increase your Facebook EdgeRank
Posted Aug 15, 2012 at Talk It Up!
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Facebook posting tips: we don't need no stinkin' Promoted Posts!
Posted Jul 24, 2012 at Talk It Up!
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Good news! Brands only need to Tweet four times a day
Posted Jun 29, 2012 at Talk It Up!
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Tim--
Care to elaborate? As diligent as I am about defending Stetten, there *is* a choice of exercising discretion, and that bears more discussion. I'd like to hear more about that point and what others would do.
And I would point out that she did at first--she only used his first name at first. It wasn't until her followers looked the guy up and sent her his IMDB link that he was positively identified.
Commented Jun 20, 2012 on Social media ethics: is it your job to keep someone from being a jerk? at Talk It Up!
Social media ethics: is it your job to keep someone from being a jerk?
Was it unethical for Melissa Stetten to Tweet about Brian Presley's hitting on her during a flight? Last week, young model Melissa Stetten Tweeted a conversation she had on an airplane with a handsome man named Brian, during which the man had a few drinks, claimed he had called off a recent en...
Chris--
Thanks for the comment! I agree that we can get carried away with reporting, and some events are definitely a storm in a teacup. Is this really the responsibility of the one being lied to by a slimy guy, though? Or is it his responsibility not to behave badly?
Commented Jun 19, 2012 on Social media ethics: is it your job to keep someone from being a jerk? at Talk It Up!
Social media ethics: is it your job to keep someone from being a jerk?
Was it unethical for Melissa Stetten to Tweet about Brian Presley's hitting on her during a flight? Last week, young model Melissa Stetten Tweeted a conversation she had on an airplane with a handsome man named Brian, during which the man had a few drinks, claimed he had called off a recent en...
Dave--
Thanks for the comment. Yeah, I agree that it's for him and possibly his friends and family to guard against his addiction, not strangers on a plane. It *is* tough in this day and age to have privacy, but I do stand by my assertion that Stetten did this guy a favor.
Commented Jun 19, 2012 on Social media ethics: is it your job to keep someone from being a jerk? at Talk It Up!
Social media ethics: is it your job to keep someone from being a jerk?
Was it unethical for Melissa Stetten to Tweet about Brian Presley's hitting on her during a flight? Last week, young model Melissa Stetten Tweeted a conversation she had on an airplane with a handsome man named Brian, during which the man had a few drinks, claimed he had called off a recent en...
Social media ethics: is it your job to keep someone from being a jerk?
Posted Jun 19, 2012 at Talk It Up!
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ComScore reports over 4000% growth for Pinterest
Posted Jun 14, 2012 at Talk It Up!
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Den--
Agreed: lesson learned from Microsoft.
Commented Jun 5, 2012 on Bitly's new features make for a klunky experience at Talk It Up!
Bitly's new features make for a klunky experience
Bit.ly, the popular free link-shortening service, just added new features. Unfortunately, those features mean that the beloved one-click link shortening is no more. Much like Facebook, Bit.ly has chosen to go with complexity over simplicity. The link-shortening service recently rolled out new sh...
Dave--
So true. And as I was discussing this experience with a social media buddy this week, we discovered that certain networking groups foster and encourage this behavior, while others don't. I'm thinking I need to do a follow-up post on How to Vet a Networking Group.
I've never felt anything but human at a Social Media Club event, for example, but at the networking event where I met this guy, it was all business cards and prospecting. Ugh. Not my cup of tea.
Commented May 31, 2012 on Networking tip: don't be That Guy at Talk It Up!
Networking tip: don't be That Guy
Think you know how to network? Do a quick check to make sure you're not That Guy. My now-podfaded podcast was titled Diary of a Shameless Self-Promoter. The reason I chose that title was because back in 1998 or so, I had started my own consulting businesses as a spokesperson and presentation c...
Networking tip: don't be That Guy
Posted May 31, 2012 at Talk It Up!
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Ike--
I know; I know. I can have my own personalized link shortener. Frankly, I'm a lot more likely to use HootSuite's, since I love love LOVE their analytics.
Commented May 30, 2012 on Bitly's new features make for a klunky experience at Talk It Up!
Bitly's new features make for a klunky experience
Bit.ly, the popular free link-shortening service, just added new features. Unfortunately, those features mean that the beloved one-click link shortening is no more. Much like Facebook, Bit.ly has chosen to go with complexity over simplicity. The link-shortening service recently rolled out new sh...
Rats. Bitly extensions not available for the current version of Firefox. ::lesigh::
Commented May 30, 2012 on Bitly's new features make for a klunky experience at Talk It Up!
Bitly's new features make for a klunky experience
Bit.ly, the popular free link-shortening service, just added new features. Unfortunately, those features mean that the beloved one-click link shortening is no more. Much like Facebook, Bit.ly has chosen to go with complexity over simplicity. The link-shortening service recently rolled out new sh...
Tac--
Good idea! I currently only use Bitly to track traffic to my WordPress and Typepad posts. Typepad automatically creates the Bitly links; no issue there. WordPress doesn't, so I do go to Bitly once or twice a week to shorten and track those. Good idea to use the browser extension instead!
Commented May 30, 2012 on Bitly's new features make for a klunky experience at Talk It Up!
Bitly's new features make for a klunky experience
Bit.ly, the popular free link-shortening service, just added new features. Unfortunately, those features mean that the beloved one-click link shortening is no more. Much like Facebook, Bit.ly has chosen to go with complexity over simplicity. The link-shortening service recently rolled out new sh...
Bitly's new features make for a klunky experience
Posted May 29, 2012 at Talk It Up!
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