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Category Archives: Social Media

Talk with Me, Not at Me: Playing to Win with Social Media

Accenture, From Welcome to the Switching Economy: “Consumers everywhere have a wealth of information at their fingertips, giving them more control than ever regarding who gets their business. They know they have choices and switch providers when frustrated with their experiences. The result is the emergence of what Accenture calls the Switching Economy: the $5.9 billion of consumer-oriented commerce that’s annually up for grabs globally due to dwindling consumer satisfaction with and loyalty to their established providers. According to Accenture’s 2013 Global Consumer Pulse Research, which included more than 13,000 consumers in 33 countries, 66 percent of consumers globally have switched providers because of poor experiences in at least one of ten industries surveyed. Welcome to the Switching Economy. An overwhelming majority of consumers (85 percent) said they switch providers because companies simply don’t make it easy to do business with them. It’s not for lack of effort on providers’ part. However, most companies have failed to keep up with consumers’ expectations and behaviors because they have been playing “not to lose” when developing their customer relationships. Instead, companies must play to win. That starts with recognizing that the traditional sales and marketing ‘funnel’ is out of synch with consumers today and adopt a new model that is aligned with how consumers behave in today’s digital world—a model that enables companies to understand and keep pace with today’s all-powerful and ever-changing consumers who don’t. We introduced this theme and shared findings from Accenture’s 2013 Global Consumer Pulse Research in our report “Digital Customer: It’s time to play to win and stop playing not to lose,” recognize and reward companies that meet them on their terms and punish those that don’t. One of the key elements of this new customer model is effectively leveraging social media. Social media has substantially evolved from its primary early use as a way to keep up with what friends are doing. It is now a valuable “window into the world of consumers,” enabling companies to listen to consumers, understand what they think and want, and use that insight to engage them in relevant and interesting interactions. Indeed, leading organizations are using the power and reach of social media to harness insights, create relevance, hone relationships and target stakeholders in a more meaningful and trusted way. “

New on LLRX – Tech goals for solo and small-firm lawyers

Via LLRX.com - Tech goals for solo and small-firm lawyers - Nicole Black review the highlights of results of two legal technology surveys about lawyers’ plans to use legal technology in their law practices. They offer a glimpse into the businesses of solo and small firm lawyers and provide indications of their assessments of the value that different typesContinue Reading

Follow the money: A study of cashtags on Twitter

Follow the money: A study of cashtags on Twitter, Martin Hentschel, Omar Alonso, First Monday, August 14, 2014. “The popularity of Twitter goes beyond trending topics, world events, memes, and popular hashtags. Recently a new way of sharing financial information is taking place in social media under the name of cashtags, stock ticker symbols that are prefixedContinue Reading

The executive order that led to mass spying, as told by NSA alumni

Cyrus Farivar - Ars Technica: [Executive Order] 12333 is used to target foreigners abroad, and collection happens outside the US,” whistleblower John Tye, a former State Department official, told Ars recently. “My complaint is not that they’re using it to target Americans, my complaint is that the volume of incidental collection on US persons is unconstitutional.” The document, known inContinue Reading

Social Media and the ‘Spiral of Silence’

“A major insight into human behavior from pre-internet era studies of communication is the tendency of people not to speak up about policy issues in public—or among their family, friends, and work colleagues—when they believe their own point of view is not widely shared. This tendency is called the “spiral of silence.” Some social media creatorsContinue Reading

European Facebook Users Privacy Lawsuit Moves Forward

EPIC: “A group of over 25,000 European Facebook users may proceed with their lawsuit against Facebook. The users, led by privacy activist Max Schrems, sued Facebook in a court in Vienna. The users charge Facebook with violating EU privacy law by improperly handling users’ data. Now that the court has approved the class action suit, Facebook must respond toContinue Reading

A Path to Understanding the Effects of Algorithm Awareness

Hamilton, K., Karahalios, K., Sandvig, C. & Eslami, M. (2014). “A Path to Understanding the Effects of Algorithm Awareness.” In CHI Extended Abstracts on Human Factors in Computing Systems (alt.CHI). ACM, New York: “The rise in prevalence of algorithmically curated feeds in online news and social media sites raises a new question for designers, critics, andContinue Reading

New on LLRX – Cell phone book clubs: A new way for libraries to promote literacy, technology, family and community

Via LLRX.com - Cell phone book clubs: A new way for libraries to promote literacy, technology, family and community Young people are heavy users of cell phones, but most do not know they can read library e-books for free on their phones. In this cutting-edge essay, David Rothman tells how libraries could use “cell phone book clubs” toContinue Reading

ACSI: Customer Satisfaction with E-Business Rebounds as Social Media, Search Engines and News Sites Improve

News release: ” Customer satisfaction with social media, search engines and online news and opinion websites is up, according to the E-Business Report released today by the American Customer Satisfaction Index (ACSI). The latest results reveal a 2.9 percent rise in user satisfaction with e-business websites to 73.4 on ACSI’s 100-point scale. “Even with improvements acrossContinue Reading

Can Twitter survive in a Facebook world? The key is being different

“News organizations have been reporting in recent weeks that Twitter’s growth rate has been slowing, which has spurred speculation about its future. The Pew Research Center has watched social networking in the U.S. grow faster and change more than most other internet activities, and that landscape continues to evolve quickly. Our studies have shown that Twitter occupies an important segment ofContinue Reading

Cloud Innovation and the Law: Issues, Approaches, and Interplay

Gasser, Urs, Cloud Innovation and the Law: Issues, Approaches, and Interplay (March 17, 2014). Berkman Center Research Publication No. 2014-7. Available for download at SSRN: http://ssrn.com/abstract=2410271 or http://dx.doi.org/10.2139/ssrn.2410271 “We live in a quicksilver technological environment where one innovation in information and communication technology (ICT) follows the other. From a user’s perspective, the speed of innovation in the InternetContinue Reading

Files provided by Snowden show extent to which ordinary Web users are caught in the net – WaPo

In NSA-intercepted data, those not targeted far outnumber the foreigners who are, by Barton Gellman, Julie Tate and Ashkan Soltani “Ordinary Internet users, American and non-American alike, far outnumber legally targeted foreigners in the communications intercepted by the National Security Agency from U.S. digital networks, according to a four-month investigation by The Washington Post. Nine of 10 account holders foundContinue Reading