chapter ONE
Plugging In to the Twenty-First Century
Imagine this: You are an executive at an online retailing company. A mid-level customer service representative at your company has begun tracking and responding to customer comments on Facebook and Twitter without clearing his actions with management. The response from customers has been great, and you’ve even gotten some popular press coverage. But this isn’t a sanctioned activity. What will you do?
1. Contact the service rep and ask him to stop until you’ve had a chance to clear this approach with company security and marketing.
2. Contact the service rep and congratulate him on the great idea. Let other executives know about the service representative’s success.
3. Add a computer monitoring ...
