By Quentin Langley   The problem is this: if you have thousands of critics and you are just a single organisation, how can you engage?  How can an overstretched PR department monitor and keep up with the social media conversations taking place all over the world?   And if Jeff Jarvis is right, that there…

By Quentin Langley When the American oil giant, Standard Oil, was broken up, one part of it, mostly based in the Mid West, became known as the American Oil Company, usually shortened to Amoco. Decades later it was one of the ‘seven sisters’ the big private sector oil companies that dominated the refining and marketing…

By Quentin Langley <P>   When the American oil giant, Standard Oil, was broken up, one part of it, mostly based in the Mid West, became known as the American Oil Company, usually shortened to Amoco.  Decades later it was one of the ‘seven sisters’ the big private sector oil companies that dominated the refining…

by Quentin Langley Every business occasionally experiences a customer complaint. How the business handles that situation says a lot about it. In the era of social media and brandjacking, the matter becomes ever more sensitive. The problem is, you don’t know who that customer that you just alienated actually is. The image of some pompous…

by Quentin Langley It was one of the most powerful scenes in movie history – and memorably parodied in Life of Brian. To avoid the terrible punishment of crucifixion, all the rebel slaves had to do was identify their leader, Spartacus. But just as Kirk Douglas stands to identify himself as Spartacus, so do two…

by Quentin Langley Every business occasionally experiences a customer complaint. How the business handles that situation says a lot about it. In the era of social media and brandjacking, the matter becomes ever more sensitive. The problem is, you don’t know who that customer that you just alienated actually is. The image of some pompous…