Why We Text

I am a major proponent of using social media in learning, education and training. I dedicate a good deal of professional and personal energy explaining how organizations improve knowledge flows, how social media becomes a means for collective intelligence and how individuals and groups can improve performance, collaborate and innovate as knowledge and speed increase. […]

Why do many people expect “social” online communications to be synchronous? [Quora]

Many people expect online communications — especially in “social” settings — to be immediate / synchronous. The bar is being set by those who engage in seemingly real time. My view on customer service has largely been reset because of companies like Comcast (a brand I “hate” (hyperbole), but whose online customer service I love), […]