I've started a Saturday routine of featuring a Seth Godin Blog post at this time on Saturday evening.
One aspects of social media that I like is that it gives the people in a company a voice to interact with customers without going thru the hassles of 800 numbers and forms to fill out.
Got a complaint with Comcast? Post it on Twitter and you're bound to get help from @ComcastBonnie or some of her co-workers.
This one I felt was very appropriate for labor day weekend:
There isn't one.
Corporations don't have a conscience, people do.
That means that every time you say, "It's just my job," or "My department has a policy," or "All I do is work here," what you've done is abdicated responsibility--to no one.
It's convenient and even comfortable to blame the anonymous actions of many working in concert on a evanescent brand or organization, but that starts you on an inevitable race to the bottom. Organizations have more power than ever before. They are better synchronized, faster, and possess more tools to change the economy and the people in it than ever before. And the only option available to the rest of us is for individuals to take responsibility (it's not given) for what they do and how they do it.
The very same tools that permit organizations to synchronize their efforts are now available to you and to me. I guess the question is: will we use that power to humanize the systems we've created?
PS It's not just about being a good citizen: when bad behavior comes back to hurt the company, it hurts you, too.