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Hi Eloise Vikki Chowney here, editor of Reputation Online (thank you for your comments on our story about the Paperchase issues by the way!) As you know, we covered this as it was unfolding and at the time, I was concerned about the somewhat over-dramatic focus by some on Twitter's role in this whole debacle. I'm saddened to now hear that Paperchase has a) as you say, passed the buck entirely onto this second designer and b) has chosen to use this as an example of the 'evils' of social media. I can't tell you how frustrating that is. I do my job and write about brand/business use of the online world in an attempt to make it more accessible. To educate and help people trying to work out to use social media and the like properly. I wrote my column on Friday (for new media age, I'll ping you a link when it goes out tomorrow) about the real problem here. It's customer service. It's the basic principles of dealing with a complaint. They did it badly, and you've blogged it. The real issue is Paperchase not just holding its hands up and admitting it. The sad thing is that it all could have been turned around in five minutes, instead of it blowing up to become a case study that I will inevitably have rammed down my throat to highlight how 'things can go wrong' at various conferences over the next six months. Well done for getting that apology in the end and sticking to your guns. VC
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Feb 14, 2010