Cara Mitchell

November 18, 2008

Comment on “Practice Creativity” by Tiffany Sellers

Filed under: Blog Comments — by caramitchell @ 4:42 pm

I Comment on Tiffany Seller’s blog post “Practice Creativity” November 18, 2008

November 11, 2008

A Perfect Blend

Filed under: Responses — by caramitchell @ 5:56 am
Tags: ,

This semester my professor (Dr. V) introduced me to the blogosphere for pretty much the first time. Yes, I knew what blogging was and yes, I had read a few posts before, but this semester is the first time I’ve learned about how to blog, what makes a good blog, and about the power of blogging.

When learning about how to blog one of the first things my professor and other in-class guest speakers suggested was: READ. We learned that a crucial part of being a blogger is reading. You must know what’s out there and what other bloggers are talking about on a topic. You must know who has valuable info to bring to the table. Reading may be more important than actually writing a blog when trying to become a part of the world of blogging.

This first step of reading has been hard for me to get into. So many blogs that my professor has suggested are so useful. They are full of information and issues that I should know about and understand, but BeingCheryl offers a perfect blend of useful information and a style of writing that keeps the reader scrolling.

A few things I’m learning and that I appreciate about the BeingCheryl blog:

  • Honesty: In class we’ve learned about developing our writing style and about being honest and true to who we are while writing. This concept is at work in this blog. The [brutal] honesty used in this blog works 🙂 . For example, I was reading the blog and talking to my roommates at the same time about how I didn’t want to pay $1200 for an internship class this summer at Clemson. I’d just said that I’d rather do an internship during the fall, but I felt like I didn’t have time…When I looked down at BeingCheryl’s post on Career Building for College students in the section about “Fitting it into Your Schedule” my excuses about this matter were confronted with the truth- I do have time…I just need to manage my time better.
  • Humanity: This blog definitely has the ‘human feel’ that we are always discussing in class. Don’t fill up your blog with jargon, technical language, and big words that mean nothing- just be human and be yourself. Everyone can’t ‘BeCheryl’ but everyone does have their own voice, so from this I learn how much being yourself adds to your blog. Being yourself is what makes you different from everyone else and it can be the difference in what makes your blog the one to read.
  • Helpful: Write about things that are helpful. What have I learned that will help out someone who might be reading my blog? BeingCheryl discusses things that are helpful to readers.

Lesson: The 3 H’s of blogging from BeingCheryl–> Be honest. Be human. Be helpful. These are things that I’ve learned after thinking about what it is that makes BeingCheryl a must read!

The blog includes topics that are relevant to me as a student and someone interested in learning about PR AND it is fun to read. I have to say that it is definitely one of a kind…so check it out!

November 6, 2008

Response to “Still on Hold? Twitter Can Rescue You From Customer Service Line Waits”

Filed under: PR Connections,Responses — by caramitchell @ 6:08 am
Tags: , , ,

A post on ABC News: “Still on Hold? Twitter Can Rescue You From Customer Service Line Waits” discusses a Comcast customer’s story of salvation from 3 days with no Comcast service (phone, cable, or internet) through the power of Twitter.  After getting the typical run around from customer service reps that we have all probably received, this woman decided to tweet about her issues w/ Comcast…

I personally think that it is a great thing that Comcast has a task force to seek out customers who are taking their frustrations to the Internet. It’s a very smart thing and it shows that Comcast understands how serious and damaging customer frustrations can be when unleashed online, however there is something a little fishy about this to me.

It’s similar to a model of PR we studied in class called Stakeholder Theory. The model compares publics in a situation- (for this purpose let’s say a customer service issue) and is a type of rating system on how you should deal with each public. Publics are rated as to what degree they possess power, urgency, and legitimacy. The more characteristics a public possesses, the more important they are in the situation. For example you may choose to deal with a legitimate public who has a lot of power before you deal with a public who solely has a legitimate issue in the situation. In a way this model is unethical- and I see how when it is applied to a real life example such as this ‘Twitter rescue’.

The problem is (and I’m looking from a customer’s perspective): All customers should be treated equally important- especially when they all call in to the customer service line. I understand that each customer wants to feel special and significant (which is why the woman who used Twitter and received help is now completely loyal to Comcast), but it is like you have to take your complaint to the Net to get help- and this should not be. Your call and need for these services should be enough motivation to companies like Comcast.

Clearly, Comcast had the power to help this woman , but they did not do so until she got on the Internet and increased her POWER factor by speaking up…I can relate to this woman (because I have Comcast at home, and worked from home during the summer and had Internet issues). Getting the run around is frustrating enough to customers. What this situation tells me is that Comcast has the power to help customers in a more timely manner than they may schedule- it just depends on how important of a customer they think you are (are you talking bad about their services to the masses?).

Wrap-up: Basically I think it’s a great thing that Comcast is getting involved online and takes their internet-saavy customers seriously, but I don’t think it should have to come to this to get timely help. From a PR perspective: this is a great way to better relations with customers. It makes them feel special and like their business is valuable when they get help from an exclusive group from within the company. I think that Comcast would do even better just being more effective in the customer service department that they already have.

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