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Social media’s risk and reward

When United Airlines refused to compensate Son of Maxwell band member Dave Caroll for damage caused to his US$3 500 guitar during a flight in 2008 he took his frustration online. He used YouTube to air a video depicting his mistreatment by the airline. His posting inflicted enormous reputational damage, well beyond anything United Airlines could have imagined — damage that could easily have been avoided

What Twitter is teaching FNB

It’s early on Saturday morning and I’m trying to coax my eyes open. My BlackBerry has beeped at me and I can just make out through my hazy vision that it’s a message from RB Jacobs. As much as I would like to turn over and go back to sleep, I know something important must be happening on Twitter

On the future of newspapers

First National Bank CEO Michael Jordaan unwittingly sparked a public debate on the future of newspapers recently. Writing in the bank’s weekly e-mail newsletter, he asked employees whether they’d be willing to help the company save more than R1m/ year — and spare the environment — by reading news online instead of having it subscribe to newspapers. Business Day editor Peter Bruce picked up on this communication and challenged Jordaan’s views in defence of his paper’s print income stream

What the future looks like

I recall a conversation I had three years ago with an older colleague of mine. We both were working for a large media company and were debating the impact of digital media channels and potential displacement of traditional channels and skills. When I told him I was hoping to up skill my traditional media skills to join this digital revolution, he smirked