The Quick and the Dead

    April 6, 2006

Are you responsive? Boy is that a loaded question. Itzy (love the name) asks if responsiveness impacts your professional reputation.

In other words, if people’s opinion of you were based solely on your email responsiveness, what they would think of you?

Let’s take this up a notch. In this era of 24/7 news and 24/7 blogging there’s increasing pressure on organizations to respond to events and customers in real time. Problem is there aren’t always resources to commit to such an effort.

Customer service has a bigger meaning in this new world where the consumer’s voice is now louder than ever. Companies should be investing resources here and the CRM automation folks like Kana, eGain and the like better be thinking about how social media will impact their solutions. There will be quick and there will be dead and little room in between.

Steve Rubel is a PR strategist with nearly 16 years of public relations, marketing, journalism and communications experience. He currently serves as a Senior Vice President with Edelman, the largest independent global PR firm.

He authors the Micro Persuasion weblog, which tracks how blogs and participatory journalism are changing the public relations practice.