Emerging Technologies: Corporate Uses of Blogs

& Social Networks

Group 6:Megan Ferguson, Viwan Wongviriyawong,

Fan Wang, Curtis Hoette, Waqas Mirza

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Part 1: IntroductionWhat is a blog?

What are the contents of blogs?Types of blogs

Timeline of blog’s historyHistory and Types SNSWho are the bloggers?

What and why of Blogging?RSS

Models to FollowFun facts 2

• A contraction of the term “We + Blog or Web+log = Blog”

• “Nothing more than a personal web site with content displayed in reverse- chronological order”

• "Blog" can also be used as a verb, meaning to maintain or add content to a blog.

• Whole of online diaries form the blogosphere

• Surpasses face to face, phone call, email, IM etc.

What is a Blog?

Scoble, Robert and Israel, Sheal (2006), Naked Conversations: How Blogs are Changing the Way Businesses Talk with Customers, John Wiley & Sons, Hoboken.Angel, Robert and Sexsmith, Joseph (2009), “ Social Networking the View from the C-Suite,” Ivey Business Journal.

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What Are the Content of Blogs?

• Commentary or news on a particular subject

• Personal online diaries• Texts, pictures, and links to other

blogs Web pages, and other media related to its topic

• Space for readers to leave comments in an interactive format

4http://en.wikipedia.org/wiki/Blog, viewed on Oct 20, 2009

Types of BlogsPersonal BlogCreated by individual and is most common form

o Passionate and Emotionalo Readers range greatly in numbero “Microblogs” eg. Twitter, Wordpress

Internal Corporate BlogAccessed through Intranet of Corporation and viewed by any employee

o Knowledge Sharingo Availabilityo Open Communication free of departmental boundaries in organization

External Corporate BlogPublicly available blog where company employees, team members, and spokspersons share views

o Way to introduce/retire products/serviceso Teach company policyo Reaction to Media and Consumero Informal look at company

5http://en.wikipedia.org/wiki/Corporate_blog, October 27, 2009

http://en.wikipedia.org/wiki/Blog, viewd October 27, 2009http://en.wikipedia.org/wiki/Blog , viewed October 27, 209

Types of Blogs (Cont’d)

http://en.wikipedia.org/wiki/Blog, Viewed October 27, 2009Hall, Starr and Rosenberg, Chad (2009), Get Connected: The Social Networking Toolkit For Business, Entrepreneur Press, Madison.

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Genre o Political o Travelo Educationo Classical Music

o Art/Musico Fashiono Projecto Mom

Media Type o V-Log –videoo Linklog-linkso Sketchlog-Sketcheso Photoblog- photoo Tumblelog- Shorter posts and mixed mediao Typecast Blog- written on typewriter and scanned

Device Moblog-written by mobile device or PDASearch engines o Amatou

o BlogScopeo Sphere

o Google Blog Searcho IceRocketo Technorati

Communities and Directories

o BlogCatelogo MyBlogLog

Blog Platform o HostedoStand Alone

Timeline of Blog’s History

1994Justin Hall creates Justin’s Link from the Underground

August 1999Pyra Labs offers Blogger

9/11 “Warblogs”

2003MySpace and FaceBook

2005Blogs gain popularity in politics, CBS anchor Dan Rather resigns

January 200657 million blog readers

March 2006Twitter

1992 Tim Berners-Lee

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Dec. 17 1997Jorn Barger

September 2001 Movable Type

Jost, Kennth and Hipolit , Melissa J. (2006) “Are Blogs a Passing Fad or Lasting Revoulution,” CQ Researcher, Vol 16., No. 22, pp 505-528 http://www.blogherald.com/2005/03/06/a-short-history-of-blogging/ , Viewed October 27,2009

http://en.wikipedia.org/wiki/History_of_blogging_timeline , October 27,2009

“Web-based services that allow individuals to (1) construct a public or semi-public profile within a bounded system, (2) articulate a list of other users with whom they share a connection, and (3) view and traverse their list of connections and those made by others within the system. The nature and nomenclature of these connections may vary from site to site.”

“ A social network service focuses on building online communities of people who share interests and/or activities, or who are interested in exploring the interests and activities of others.”

Social Network Systems (SNS)

Boyd, Danah M. and Ellison, Nicole B. (2007), “Social Network Sites:Definiton, History, and Scholarship,” Journal of Computer-Mediated Communicationhttp://en.wikipedia.org/wiki/Social_network_service, Viewed November 2, 2009

Types of SNS

Social Networks Facebook FriendsterMySpace XangaHi5 TwitterBebo TaggedBlitztime

Professional Networks LinkedIn ZoominfoPlaxo SpokeXing Social News

Social Bookmarking DiggDeliciousStumbleUpon

Forums Meetup CraigslistBusiness Directories Yelp CitySearchPhoto, video sharing, and live chat YouTube Flickr

9Hall, Starr and Rosenberg, Chad (2009), Get Connected: The Social Networking Toolkit For Business, Entrepreneur Press, Madison.

State of the Blogsphere

Technorati blog search engine founded by Dave Sifry. Uses and contributes to Open source software

Conduct State of the Blogosphere Report analyzes growth and trend in blogosphere• 2009 Penn, Schoen and Berland Associates internet survey 2,828 bloggers• Lijit collected data from 11,000 Lijit publishers and 2.5M blogs they connect to

Hobbyist- blog for funPart-timers- blog as income supplementSelf employeds-blog full-time for own co. or organizationPros-blog full-time for a company or organization

46% blog more now than when started70% blog to share expertise53% blog to attract new clients

Penn, Schoen and Berland Associates, conducted an Internet survey from September 4-23, 2009 among 2,828 bloggers nationwide. The margin of error for the survey is +/- 1.84% at the 95% confidence level and larger for subgroups. Lijit collected data for the 2009 State of the Blogosphere report was from two primary sources. The first is the 11,000 active Lijit publishers that have the Lijit Search Widget installed on their blog. The second is the network of 2.5M blogs that those 11,000 blogs connect to via their Blogroll and other social network connections tracked by Lijit.

10http://technorati.com/blogging/article/state-of-the-blogosphere-2009-introduction/ Viewed October 31,2009

72%

15%

9%

4%

HobbyistsPart-TimersSelf-EmployedsPros

Who are the bloggers?

11Penn, Schoen and Gerland Associates 2009 survey 2,828 bloggers. Lijit data includes11,000 active Lijit publishers and the network of 2.5M blogs they connect tohttp://technorati.com/blogging/article/day-1-who-are-the-bloggers1/ Viewed October 31, 2009

Over2/3 bloggers

86% blog min. 1yr

60%

Who are the bloggers?

12Penn, Schoen and Gerland Associates 2009 survey 2,828 bloggers. Lijit data includes11,000 active Lijit publishers and the network of 2.5M

blogs they connect tohttp://technorati.com/blogging/article/day-1-who-are-the-bloggers1/

Participation in Groundswell Activities

Charlene, Li and Bernoff, Josh (2008), Groundswell: Winning in a World Transformed by Social Technologies, Harvard Business Press, Massachusetts.

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25% read blogs14% comment on someone else’s blog11% publish, maintain, or update a blog

25% visit SNS18% add comments to a page on SNS

How Much Time Spent Blogging?

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27% of all bloggers blog1to 3 hrs/ week

Nearly 1 in every 4 corporate bloggers do so 1 to 3 hrs/week

20% all corporate bloggers 10 to 40 hrs/week

Larger %blogging >40 hrs than <15 mins/week

Penn, Schoen and Gerland Associates 2009 survey 2,828 bloggers. Lijit data includes11,000 active Lijit publishers and the network of 2.5M blogs they connect to

http://technorati.com/blogging/article/day-3-the-how-of-blogging1/ Viewed October 31, 2009

Do You Talk About Products/Brands?

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70% bloggers talk about brands

26% of corporate bloggers blog company info and gossip

30% of bloggers never blog about products or brands

46% of all blog about brands love or hate

Managers must focus both on employee and consumer blogs

Penn, Schoen and Gerland Associates 2009 survey 2,828 bloggers. Lijit data includes11,000 active Lijit publishers and the network of 2.5M blogs they connect tohttp://technorati.com/blogging/article/day-4-blogging-revenues-brands-and/page-2/ Viewed October 31,2009

What and Why of Blogging • Speaking one’s mind• Sharing expertise and experiences with

family and friends• Making money or doing business• “On one hand, a blog may simply be a tool,

but on the other hand, that tool is one of the most powerful components to emerge so far in a communications revolution…… The revolution is about the way businesses communicate, not just with customers but with their entire constituencies- partners, vendors, employees, prospects, investors, and the media.”

16Scoble, Robert and Israel, Sheal (2006), Naked Conversations: How Blogs are Changing the Way Businesses Talk with Customers, John Wiley & Sons, Hoboken.

Really Simple Syndication or Rich Site Summary“RSS is a tool that brings you updates. Instead of

going out to blogs, news sites, auction sites, SNS, and other sites that you want to monitor, RSS brings the updated content to you.”

Widgets- “mini applications that connect to the internet with specific function”

Transmitter- makes a feed or an updated list of everything new from a site. Eg. Posts from blog, new photos on Flickr, sports scores

Receiver- RSS reader that organizes ones feeds into one area or tab. Eg. FeedBurner, Netvibes, Pageflakes, Google, Yahoo

Mangers must recognize the postives and negatives or RSS

RSS

United States38%

UK14%

France24%

Germany19%

South Korea5%

Percentage of online consumers us-ing RSS

Figures on chart include consumers who use RSS at least monthlyCharlene, Li and Bernoff, Josh (2008), Groundswell: Winning in a World Transformed by Social Technologies, Harvard Business Press,

Massachusetts.

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RSS in Plain English

http://www.youtube.com/watch?v=0klgLsSxGsU, Viewed 21 Oct 2009

1. Google2. Adobe3. Flickr4. Facebook5. Yahoo! Search6. Dell7. Digg8. LinkedIn9. Ask10. General Motors

1. Google2. Twitter3. Facebook4. Yahoo5. Dell6. Mint7. Yahoo! Search8. LinkedIn9. Adobe10. General Motors

Top 10 Corporate Blogs 2008

Top 10 Corporate Blogs 2009

19http://mariosundar.wordpress.com/2008/05/05/top-15-corporate-blogs-ranked-may-2008/http://mariosundar.wordpress.com/2009/10/21/over-10-of-all-blogs-are-corporate-what-are-the-top-10/

Blog and Social Networking Matching

• I defeated CNN in the race to reach one million Twitter followers

• “Dude”….my name is Jeff Jarvis and my blog on BuzzMachine would forever change this computer company

• Our company apologized using Twitter for an advertisement

• We keep track of all celebrity sightings in LA

• All sports…all the time on our blog• I apologize to Taylor Swift on my blog for

what I did at the VMAs.• Our company created Blue Shirt Nation

and gave us a voice • Hotels, Paris, celebrity blogs, and me. • I created “blog maverick” 20

•Mark Cuban•Best Buy•TMZ•Kanye West•Dell•Deadspin•Perez Hilton•Ashton Kutcher•Pepsi Co.

Part 2: Case StudyHow Businesses deal with Negative Blogs

DELLUS Air Force

AOLHow Businesses Create and Welcome

BlogsGM

StarbucksUsing Social Networks for Business

PurposesRecruitment Blogs

Microsoft21Interview with Jim Durbin

How Businesses Deal with Negative Blogs

Company Examples:

Dell's Blog Link Air Force's Blog Link

AOL's Blog Link 22

Case Study:DELL AND JEFF JARVIS

• Jeff Jarvis blogs about news and media on Buzzmachine.com• Associate Professor and Director of the interactive journalism program at City University of New York• Media Columnist for the Guardian• Consults for media companies

"Jeff Jarvis." Wikipedia, The Free Encyclopedia. 9 Nov 2009, 16:44 UTC. 12 Nov 2009 <http://en.wikipedia.org/w/index.php?title=Jeff_Jarvis&oldid=324863567>.

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Jarvis Buys a Dell Computer

• Jarvis blogged in the summer of 2005 that: – Purchased useless in-home service package – Bought a “Lemon”– Malfunctioned again after being “repaired”

• Thousands other vented their frustration– Daily visits to Buzzmachine doubled to more than

10,000

24Louise Lee. "Dell: In the Bloghouse. " Business Week (Online) 25 Aug. 2005: ABI/INFORM Trade & Industry, ProQuest. Web. 12 Nov. 2009.http://www.micropersuasion.com/2005/12/fun_with_techno.html

Popular Response Was...

…“Dude, get an Apple!”

OUCH!

25Louise Lee. "Dell: In the Bloghouse. " Business Week (Online) 25 Aug. 2005: ABI/INFORM Trade & Industry, ProQuest. Web. 12 Nov. 2009.

Jarvis on Dell

“Wake Up Corporate America, you are being watched”, says Jeff Jarvis.

26"Wake Up Corporate America, You are being watched". YouTube Video. Youtube.com. Accessed on 20 Oct 2009.< http://www.youtube.com/watch?v=aIZOW7mIVsk>

Dell’s Initial Response

• Do nothing, company policy was to just “look” and not reply

• Dell closed its online customer forum

Impact of Dell’s Actions• Made matters worse• Brand reputation & purchase

behaviors took a hit27Oberkirch, Brian. "Dude You're Getting Dell'd". FastCompant.com 9, Aug 2005. Web. Accessed on 22 Oct

2009.<http://www.fastcompany.com/blog/brian-oberkirch/dude-youre-getting-delld>

Strategy Change in 2006

• Dell created two new corporate communications initiatives

• Incorporated media technology • Direct2Dell: Dell’s Own Blog– Blogging included a blog for Dell employees and

Dell’s investors.

28By Jeff Jarvis. "DELL LEARNS TO LISTEN :The computer maker takes to the blogosphere to repair its tarnished image. " Business Week 29 Oct. 2007: ABI/INFORM Global, ProQuest. Web. 12 Nov. 2009.

Positive Results for Dell

• Negative online conversation reduced to 22% from 49%

• Dell launched “Ideastorm” in 2007• Created a positive relationship• Dell make a business of it– Broadcasts discount alerts

29By Jeff Jarvis. "DELL LEARNS TO LISTEN :The computer maker takes to the blogosphere to repair its tarnished image. " Business Week 29 Oct. 2007: ABI/INFORM Global, ProQuest. Web. 12 Nov. 2009.

Case Study: AOL

KEY PLAYERS:• AOL

– America Online, LLC (commonly known as AOL) is an American global Internet services and media company operated by Time Warner

• Vincent Ferrari– AOL customer, wanting to

cancel his AOL subscription

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“

AOL." Wikipedia, The Free Encyclopedia. 9 Nov 2009, 22:44 UTC. 12 Nov 2009 <http://en.wikipedia.org/w/index.php?title=AOL&oldid=324928520>.

"Cancel AOL". YouTube Video. Youtube.com. Accessed on 20 Oct 2009.<http://www.youtube.com/watch?v=xmpDSBAh6RY>

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AOL

Ferrari’s interview on Today’s Show

AOL

• Ferrari called AOL customer care in June 2006 to cancel his AOL subscription

• Records the conversation with customer care

• Uploads the audio file on his blog– Vincent Ferrari's Blog

• People empathized with Vincent Ferrari

32Keith Dawson. "Your Call Is Not Particularly Important To Us. " Call Center Magazine 1 Oct. 2006: ABI/INFORM Global, ProQuest. Web. 12 Nov. 2009.

US Air Force

US Air Force creates “Counter Blog” response plan in 2008

PURPOSE:• Aimed at reacting to negative opinion about the US government and Air Force• Includes a 12 point “Counter Blogging” flowchart• Tackles “trolls”, “ragers,”and “misguided” onlinewriters

33Watson, Steve. "Air force creates a counter blog response plan to quell online dissent". Infowars.net. 9 Jan 2009. Accessed on 22 Oct 2009. <http://www.infowars.net/articles/january2009/090109bloggers.htm>

Air Force Public Affairs AgencyEmerging Technology Division

Air Force Web Posting

Response Assessment

34Watson, Steve. "Air force creates a counter blog response plan to quell online dissent". Infowars.net. 9 Jan 2009. Accessed on 22 Oct 2009. <http://www.infowars.net/articles/january2009/090109bloggers.htm>

How Businesses Create and Welcome Blogs

Company Examples:

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GM Blog • FastLane Blogs: GM leaders discuss all aspects of their vehicles.• The Lab: GM’s Advanced Design team shares works in progress and community members give feedback.• GM Driving Conversations: a blog for GM leadership in Europe.• FYI Blog: a blog for GM news, information and opinion. • Cadillac Notes: the official blog for Cadillac. • ImSaturn: is for Saturn drivers, employees, fans and enthusiasts. • Opel Insignia Blog: a blog in German about the final testing of the new Opel Insignia.

36GM Blogs, “Welcome to GM Blogs” Viewed October 18, 2009: http://gmblogs.com

Starbucks Blog

About, Your Ideas You Starbucks (2009) viewed October 18, 2009: http://mystarbucksidea.force.com/apex/ideaAboutStarbucks Ideas (2009) viewed October 18, 2009: http://mystarbucksidea.force.com/

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• “My Starbucks Idea” is an online community dedicated to sharing and discussing ideas and allowing you to see how Starbucks is putting top ideas into action.

My Starbucks Idea

Using Social Networks for Business Purposes

• Social Networking Websites

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Social Recruitment Survey by Jobsite

• 80% of companies are planning to use social networks to find or attract candidates in 2009.

A Survey by Jobsite, a Recruitment Solution Providers:LinkedIn use grew from 80% in 2008 to 95% in 2009Facebook use grew from 36% in 2008 to 59% in 2009Twitter ranked third at 42%

39Williams, Ray B. “Using Social Networking for Recruitment and Training” (Aug 11, 2009) viewed October 18, 2009: http://www.psychologytoday.com/blog/wired-success/200908/using-social-networking-recruitment-and-training

Recruitment Blogs

Reasons:• Impact and influence the public image• Reach a broader audience around the world• Create a diverse workplace with varied skills and talents• Build a community e.g. caring, and adding level of transparency

and dialogue• Add an element of humanity to the hiring process• Compete in the world of finding the best person to fit each job• Offer the employer to enhance its brand visibility and

credibility

40Hasson, Judi “Blogging for Talent”. HRMagazine, Oct 2007. Vol.52, Iss. 10; pp. 65 (3 pgs) viewed October 20, 2009: http://proquest.umi.com.ezproxy.umsl.edu/pqdweb?

did=1341800951&sid=1&Fmt=3&clientId=45249&RQT=309&VName=PQD

Case Study: Microsoft

“LinkedIn Save Microsoft £60,000 on Recruitment Fees”

How LinkedIn Benefits Microsoft:• Help Microsoft find 7 out of 9 IT professionals with skills in the rate

Assembly and X86 Software languages.• Allow Microsoft to save £60,000 on recruitment fees.• Microsoft was able to source candidates with specialist IT skills from

across Europe.• LinkedIn allowed Microsoft to contact people in Finland and Romania

where the recruits came from.

41Flinders, Karl “LinkedIn Save Microsoft £60,000 on Recruitment Fees” (July 2, 2009) viewed October 20, 2009: http://www.computerweekly.com/Articles/2009/07/02/236748/linkedin-saved-microsoft-60000-on-recruitment-fees.htm

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Durbin Media

•Highly specialized social media company that will help you navigate the waters of blogs, online communities and the ever-changing technology landscape. •Do consulting work for: Budweiser, Southwest Airlines, Visa, and Verizon.•James Durbin, VP of Social Media•Writes a blog titled “StlRecruiting”

Durbin, Jim. VP Social Media, Durbin Media, Interviewed via e-mail by Waqas Mirza, 13 Nov 2009

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Durbin Media

• What makes a good corporate blog?– “My view as a consultant is a little different than most. A good

corporate blog to me is one that enhances an existing department, boosts sales, cuts costs, or leads to unique research and development insights.”

• What is the ultimate goal for a blogger in your opinion?– “Explore your curiosity in a manner that entertains other people, and

then figure out how that improves your business.” • What do I need to know (as a manager) to get started?

– “Forget everything you think you know about social media. Most people don't do this for a living, and there is a difference between personal and business social media. The goals are different, and so are the expectations.”

Durbin, Jim. VP Social Media, Durbin Media, Interviewed via e-mail by Waqas Mirza, 13 Nov 2009

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Durbin Media

• What types of companies are best suited for successful corporate blogging?– “Those that spend money. Seriously.”

• How can companies benefit from having a corporate blog?– “They know more about what they do, because content requires

introspection.” – “They have an early warning system in place.” – “Easier control of images and content without layer of IT Department.” – “Not getting left behind by public and more nimble corporations.”

Durbin, Jim. VP Social Media, Durbin Media, Interviewed via e-mail by Waqas Mirza, 13 Nov 2009

Part 3: Lessons for General Managers

What Kind of Blog?How Can My Company Do It Right?Managers and Social Networking

Why Should We Allow It?General Lessons

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What Kind of Blog?

• Bottom up (company-wide)

• Top-down management commitment

• Top-down individual• Top-down group • Top-down promotion

Lee, Sang, et al (2006), “Corporate Blogging Strategies of the Fortune 500 Companies,” Management Decision, Vol. 44, Issue 3, pp. 316.46

How Can My Company Do It Right?

• What’s in a name?• Read blogs• Keep it simple, keep it

focused• Demonstrate passion• Show authority• Add comments• Be accessible• Tell a story• Be linky• Use your referrer log

Scoble, Robert and Israel, Shel (2006), Naked Conversations: How Blogs Are Changing the Way Businesses Talk with Customers, Wiley47

Groundswell

• Groundswell about person-person activity– Be a good listener – Be patient– Be opportunistic– Be flexible– Be collaborative– Be humble

Li, Charlene and Bernoff, Josh (2008), Groundswell: Winning in a World Transformed by Social Technologies, Harvard Business School Press.http://www.gadigal.org.au/Images/groundswell_poster.jpg

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Danger Zones

• Not matching PR image• Leaking financial or confidential information• Disrupting workplace by angering people• Breaking news in advance• Exposing dirty laundry• Creating legal liabilities• Damaging relationships

Scoble, Robert and Israel, Shel (2006), Naked Conversations: How Blogs Are Changing the Way Businesses Talk with Customers, Wiley49

Emerging Technology

• RSS feed• Video blogs• Twitter• Facebook status

updates

http://en.wikipedia.org/wiki/Rss, viewed October 28, 2009. http://twitter.com/about, viewed October 28, 2009.

Shah, Aarti (2008), “Inside Information - 'Vlogging' offers consistency in reaching an audience”, PR Week (US), pg. 9.50

Managers and Social Networking

• Most often viewed by employers as a waste of company time

• Costs “real” money• Global Secure Systems (GSS) Study– Social networking sites costs UK firms nearly 6.5

billion pounds of productivity annually– Bandwidth needs not taken into effect but could

add to cost

Pain, Steven (2008). “Networking sites costs firms billions in lost hours”. Birmingham Post pg. 2251

Social Networking at the Office

• Deloitte & Touche Study– 74% of employees believed it would be “easy” to

damage a company’s reputation using social media

– 53% of employees believed personal sites are private and should not be viewed by employers

– 60% of executives believe they have a right to know what employees are posting

Unknown Author (2009), “Managing the Web 2.0; Issues facing companies as a result of employees’ online social networking and blogging”, The Business Times Singapore, October 19, 2009.

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63% of corporate bloggers have greater visibility in industry

47% say client purchases were direct result of blog

65% say allowed to be seen as industry leader

Only 14% say blog had no effect

How Has Blogging Helped Business?

53Penn, Schoen and Gerland Associates 2009 survey 2,828 bloggers. Lijit data includes11,000 active Lijit publishers and the network of 2.5M blogs they connect to

http://technorati.com/blogging/article/day-2-the-what-and-why2/page-2/ viewed October 31, 2009

How Blogs Affect Professional Life?

54Penn, Schoen and Gerland Associates 2009 survey 2,828 bloggers. Lijit data includes11,000 active Lijit publishers and the network of 2.5M blogs they connect tohttp://technorati.com/blogging/article/day-2-the-what-and-why2/page-2/ viewed October 31, 2009

53% of corporate bloggers are better known in the industry

36% of corporate bloggers say have greater executive visibility

16% of corporate bloggers were promoted as result

17% see blogs as future of resumes

Why Should We Allow It?

• Collaboration– Enhance teamwork

• Improved productivity– Increase knowledge and problem-solving

• Embrace business efficiency– Knowledge of customers and suppliers

• Internal networking– Knowledge of own employees

Houghton, Janae (2008). “Face it, that book’s productive”. Sunday Age pg. 3 55

General Lessons

• Embrace the possibilities of blogs/social sites and the benefits for your company

• Establish clear boundaries for employees and allow their input into the process

• If you do it…do it right• Do not miss out on the next big technology

that could change your company

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Questions?

57

References

• Scoble, Robert and Israel, Sheal (2006), Naked Conversations: How Blogs are Changing the Way Businesses Talk with Customers, John Wiley & Sons, Hoboken.

• Angel, Robert and Sexsmith, Joseph (2009), “ Social Networking the View from the C-Suite,” Ivey Business Journal. • http://en.wikipedia.org/wiki/Blog, viewed on Oct 20, 2009 • http://en.wikipedia.org/wiki/Corporate_blog, October 27, 2009• Hall, Starr and Rosenberg, Chad (2009), Get Connected: The Social Networking Toolkit For Business, Entrepreneur Press,

Madison. • Jost, Kennth and Hipolit , Melissa J. (2006) “Are Blogs a Passing Fad or Lasting Revoulution,” CQ Researcher, Vol

16., No. 22, pp 505-528 • http://www.blogherald.com/2005/03/06/a-short-history-of-blogging/ , Viewed October 27,2009• http://en.wikipedia.org/wiki/History_of_blogging_timeline , October 27,2009• Boyd, Danah M. and Ellison, Nicole B. (2007), “Social Network Sites:Definiton, History, and Scholarship,” Journal of

Computer-Mediated Communication• http://en.wikipedia.org/wiki/Social_network_service, Viewed November 2, 2009 • http://technorati.com/blogging/article/state-of-the-blogosphere-2009-introduction/ Viewed October 31,2009• Penn, Schoen and Gerland Associates 2009 survey 2,828 bloggers. Lijit data includes11,000 active Lijit publishers and the

network of 2.5M blogs they connect to• http://technorati.com/blogging/article/day-1-who-are-the-bloggers1/ Viewed October 31, 2009• Charlene, Li and Bernoff, Josh (2008), Groundswell: Winning in a World Transformed by Social Technologies, Harvard

Business Press, Massachusetts. • http://www.youtube.com/watch?v=0klgLsSxGsU

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References

• http://mariosundar.wordpress.com/2008/05/05/top-15-corporate-blogs-ranked-may-2008/• http://mariosundar.wordpress.com/2009/10/21/over-10-of-all-blogs-are-corporate-what-are-the-top-10/ • "Jeff Jarvis." Wikipedia, The Free Encyclopedia. 9 Nov 2009, 16:44 UTC. 12 Nov 2009 <http://en.wikipedia.org/w/index.php?

title=Jeff_Jarvis&oldid=324863567>. • Louise Lee. "Dell: In the Bloghouse. " Business Week (Online) 25 Aug. 2005: ABI/INFORM Trade & Industry, ProQuest. Web.

12 Nov. 2009.• http://www.micropersuasion.com/2005/12/fun_with_techno.html • "Wake Up Corporate America, You are being watched". YouTube Video. Youtube.com. Accessed on 20 Oct 2009.<

http://www.youtube.com/watch?v=aIZOW7mIVsk> • Oberkirch, Brian. "Dude You're Getting Dell'd". FastCompant.com 9, Aug 2005. Web. Accessed on 22 Oct

2009.<http://www.fastcompany.com/blog/brian-oberkirch/dude-youre-getting-delld> • By Jeff Jarvis. "DELL LEARNS TO LISTEN :The computer maker takes to the blogosphere to repair its tarnished image. "

Business Week 29 Oct. 2007: ABI/INFORM Global, ProQuest. Web. 12 Nov. 2009. • Watson, Steve. "Air force creates a counter blog response plan to quell online dissent". Infowars.net. 9 Jan 2009. Accessed

on 22 Oct 2009. <http://www.infowars.net/articles/january2009/090109bloggers.htm> • AOL." Wikipedia, The Free Encyclopedia. 9 Nov 2009, 22:44 UTC. 12 Nov 2009 <http://en.wikipedia.org/w/index.php?

title=AOL&oldid=324928520>. • "Cancel AOL". YouTube Video. Youtube.com. Accessed on 20 Oct 2009.<http://www.youtube.com/watch?v=xmpDSBAh6RY> • Keith Dawson. "Your Call Is Not Particularly Important To Us. " Call Center Magazine 1 Oct. 2006: ABI/INFORM Global,

ProQuest. Web. 12 Nov. 2009. • GM Blogs, “Welcome to GM Blogs” Viewed October 18, 2009: http://gmblogs.com• About, Your Ideas You Starbucks (2009) viewed October 18, 2009: http://mystarbucksidea.force.com/apex/ideaAbout

59

References

• Starbucks Ideas (2009) viewed October 18, 2009: http://mystarbucksidea.force.com/• Williams, Ray B. “Using Social Networking for Recruitment and Training” (Aug 11, 2009) viewed October 18, 2009:

http://www.psychologytoday.com/blog/wired-success/200908/using-social-networking-recruitment-and-training • Hasson, Judi “Blogging for Talent”. HRMagazine, Oct 2007. Vol.52, Iss. 10; pp. 65 (3 pgs) viewed October 20, 2009:

http://proquest.umi.com.ezproxy.umsl.edu/pqdweb?did=1341800951&sid=1&Fmt=3&clientId=45249&RQT=309&VName=PQD

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