How We Communicate and “Listen” in Online Conversations

Interesting reading for the weekend: Tom concludes that companies that promote social media tools for fastest and constant communication don’t always listen in a Harvard Business Review article today.

I concluded that I’d rather not be reminded through social media that Starbucks doesn’t really care much about me and my preferences as a customer. What social media sometimes does is make us aware that we can communicate with just about anyone – but it doesn’t mean that the other party will actually listen or respond.

I, for one, would rather work with a company that truly cares through a single communications channel – even snail mail – than one that shows its lack of caring through all the latest Web 2.0 tools.

By Lara Bersano