Social Media is the hot thing right now, we have been spending a lot of time talking about it with clients, building profiles, communities, blogs, twitter strategies, giving presentations, being on panels and writing about it.

It is very interesting to me that the word “media” got attached to it.  It is really modern day Public Relations, but instead of having to do “media relations” you have to do “consumer relations” or “customer relations” – know your messaging, know what they care about and provide for a two way information exchange where their needs are put ahead of yours.

Then repeat your message, refine it based on “customer response”, always have a “crisis communications plan” in place and never forget that the public wants to see a hero fall more than a star rise.  So it is important to be authentic and transparent when communicating in the public forum.

Very interesting and ever-changing environment to operate.