Sunday, January 29, 2012

Remixes, Attribution, Creative Alchemies: The Long Tail in Acts of Kindness (part 1)

Here's a few recent videos that used my songs from my ccMixter.org uploads.


Remixed with: Beyond Jupiter III


Remixed with: Dreaming of the Ocean


Remixed with: Island Journey Reprise

Typically, my songs are used in "hobbyist videos". Not surprising, as the need and demand for royalty-free works generally come from hobbyists. I think it's also the increasingly popularity of ccMixter.org as the source for CC-licensed music.

ATTRIBUTION
I love how people are crediting my music, in full, in their video descriptions. By "full", I mean describing the title, indicating my name, and including the relevant URL to link back to the source.

This wasn't necessarily the case a few years back, at least for those remixes that use my music. My impression, at least. I don't have hard evidence to prove that the level of attribution has improved. Unless I trace back all the remixes and compile the way they have been cited (... hmm).

Anyway, about two years ago, most remixes tend to unwittingly omitted the credits entirely. People email me to thank me for sharing the music, and to let me know how they have used my music. For those cases where I find that credits were not made, I ask nicely that they include my name and the relevant URL. If they have already uploaded a video, I ask that the credit is included in the description, which was easily done rather than asking them to include in the video and re-upload again.

I would add that the attribution requirement was the stated condition for using the work:
"For any reuse or distribution, you must make clear to others the licence terms of this work"

I didn't want them to think I was asking for something extra. In all cases, they happily made the change. Some went the extra step of amending their video and re-uploading it. Which was very gracious on their part.

How do I properly attribute a work offered under a Creative Commons license?
All CC licenses require users to attribute the original creator(s) of a work, unless the creator has waived that requirement or asked that her name be removed from an adaptation or collection.

CC licenses have a sophisticated and flexible attribution requirement, so there is not necessarily one correct way to provide attribution. The proper method for giving credit will depend on the medium and means you are using, and may be implemented in any reasonable manner, although in the case of an adaptation or collection the credit needs to be as prominent as credits for other contributors.

The CC website offers some best practices to help you attribute works, and the CC Australia team has developed a helpful guide to attributing works in different formats.

Source: Creative Commons FAQ

Rather than say that Creative Commons "does not provide clarity on the proper way to cite", it's more accurate to say that Creative Commons allows flexibility in how attribution can be presented. The manner of attribution depends on the medium. For instance, a "live" hyperlink is only possible for an online media, whereas for a print media the URL is obviously not "live".

It's more important that people -- users and creators -- understand the spirit and philosophy of Creative Commons. But that's not to say there cannot be clarity in how to attribute properly when making use of Creative Commons licensed materials.


HOW TO CITE EQUITABLY
I highly recommend this PDF guide to attributing works by CC Australia. It's both comprehensive and concise:
What to include when attributingAll Creative Commons (CC) licences require that users of the work attribute the creator... ...The same principles apply to providing attribution across all CC licences. You should:
  • credit the creator;
  • provide the title of the work;
  • provide the URL where the work is hosted;
  • indicate the type of licence it is available under and provide a link to the licence (so others can find out the licence terms); and
  • keep intact any copyright notice associated with the work

creativecommons.org.au/content/attributingccmaterials.pdf

It's not so much about "proper citation" but more of crediting the source adequately and equitably. If I'm using a CC-licensed work, I try to put myself in the other person's shoes and ask how I would want to be credited. Also, I believe that "payment" can be the form of reciprocity. Any one who uses my work, and provides equitable attribution, is my publicist.

In the digital economy, a "live" hyperlink is currency.

Admittedly, I don't always follow the last two points, i.e. indicating the CC license type and copyright notice. But I always state the creator's name and provide a "live" link back to the CC-licensed works. I try to adhere to this when listing the credits in my videos, but if it's not possible to do so fully, the "live" links are definitely in the description section.

That said, if the creator indicates very clearly how they would like to be attributed, I will always adhere to it. It helps if creators state their preferences upfront and/ or in an obvious location next to the work.

My own practice, in licensing my own work, is to state how I would like to be credited. I state this near or just below the download link. Basically in a way that others won't miss it.
2011 Simpler Times : urmymuse & Ivan Chew : Free Download & Streaming : Internet Archive

I didn't always do that in the beginning. I used to assume others knew how to properly cite my work.

As creators, we can help others help us, by providing clear, simple/ hassle-free instructions and requirements. Most people will respect and adhere to that.


To be continued: Part 2.

Wednesday, January 18, 2012

My 2011 read list

The start of 2012 seems, for me, just as busy as 2011. Might as well just start with the annual read list.

Total items read since 2004:

Will do a more detailed breakdown, if I get the chance (ha!)

What's obvious is that my 2011 reading volume has decreased, reversing the increasing trend for the last two years.

2011 was a particularly busy and hectic year for me. I'm still having flashbacks of bringing work home, after office hours -- on a regular basis from January 2011 all the way to maybe July. *shudder*

But I believe I read far more graphic novels in 2010 compared to 2011. So in terms of reading depth, 2011 might be better. Maybe (I might be wrong).

The purchase of an iPad, and seriously using the NLB's Overdrive collection on a regular basis, has given me more reading options. I think my reading volume might have hit 40 or 50 items only, if not for the iPad. And those 40 to 50 items might comprise of mostly graphic novels.

A snapshot of my reading genre tag-cloud so far (wished I'd done a snapshot each year... ah well)

Annual Read List « Rough Notes :: By the Rambling Librarian (Singapore)

My overall perception was that I was reading more non-fiction (not graphic novels) compared with previous years. In anycase, I'm rather intrigued to discover any particular shifts in reading patterns, beyond volume read. We shall see.

Will leave you with a re-post of my 2011 list (first posted at RoughNotes)
  1. Aftermath: Prepare for and survive apocalypse 2012/ Lawrence E. Joseph
  2. Aliens: Female war/ Mark Verheiden
  3. Asimov’s Science Fiction/ March 2011 
  4. Battlestar Galactica: Complete Omnibus V1 
  5. Battlestar Galactica: Ghosts 
  6. Between water and song: New poets for the twenty-first century/ edited by Norman Minnick
  7. Bicycles: Love poems 
  8. Bloomberg Businessweek/ June 27 – July 3, 2011
  9. Blue Beetle: Black and blue/ Matthew Sturges & Mike Norton
  10. Brevity 2: Another collection of comics by Guy & Rodd/ Guy Endore-Kaiser & Rodd Perry
  11. Buy me: new ways to get customers to choose your products and ignore the rest/ Marshall Cohen
  12. Buying time: trading your retirement income for income and lifestyle in your retirement years/ Daryl Diamond
  13. Coach Wooden: The seven principles that changed his life and will change yours/ Pat Williams
  14. Core strength for dummies, pocketbook edition/ LaReine Chabut
  15. Digital animation 
  16. Dog fancy/ natural dog (2 issues in 1)/ Aug 2011
  17. Freakonomics 
  18. Fundsupermart/ 4Q 2009
  19. Futurama: The time bender trilogy/ created by Matt Groening; story by Ian Boothby
  20. Gone case/ Dave Chua
  21. Happiness at the end of the world/ Happy smiley and friends
  22. Heroes vol 1 
  23. How an economy works and why it crashes/ Peter D. Schiff
  24. Jack Doe: Anonymous/ Shawn Yap, Gabriel Chua, Xander Lee
  25. James Robinson’s complete WildCATS 
  26. Jia: a story of North Korea/ Hyejin Kim
  27. Kato vol 1: Not my father’s daughter/ Ande Parks
  28. Liquid thinking: Inspirational thinking from the world’s greatest achievers/ Damian Hughes
  29. Lost Squad/ written by Chris Kirby; art by Alan Robinson; lettered by Kel Nuttall
  30. Love is the best medicine: what two dogs taught a veterinarian about hope, humility, and everyday miracles/ Dr. Nick Trout
  31. Mac Life/ May 2010
  32. Macworld/ April 2011
  33. Macworld/ May 2011
  34. Mental floss: genius instruction manual 
  35. Myspace Darkhorse Presents (MDHP) vol 4.
  36. Northlanders. Book one: Sven the returned/ Brian Wood
  37. Northlanders. Book two: The cross and the hammer/ Brain Wood
  38. Relational intelligence: how leaders can expand their influence through a new way of being smart/ Steve Saccone
  39. Return on engagement: content, strategy, and design techniques for digital marketing/ Tim Frick – Standard
  40. Six degrees of expatriation/ Maida Pineda
  41. Small message, big impact: how to put the power of the elevator speech effect to work for you/ Terri L. Sjodin
  42. Social media metrics/ Jim Sterne
  43. StarCraft: Frontline. Volume 1.
  44. Story structure architect: A writer’s guide to building dramatic situations & compelling characters/ Victoria Lynn Schmidt
  45. Stranded vol 1/ Mike Carey & Siddharth Kotian
  46. Strategic thinking: a nine step approach to tragedy for marketeers and managers/ Simon Wootten & Terry Horne
  47. Strength for life: the fitness plan for the rest of your life/ Shawn Philips
  48. Teenage as a second language 
  49. Terminator: revolution 
  50. The agile enterprise 
  51. The appeal/ John Grisham
  52. The brain fitness workout: brain training puzzles to improve your memory, concentration, decision-making skills, and mental flexibility/ Philip Carter
  53. The collected stories of Arthur C. Clarke. Short stories/ Arthur C. Clarke
  54. The crown and other stories/ Rabindranath Tagore; translated by Ranjita Basu
  55. The digital handshake: seven proven strategies to grow your business using social media/ Paul Chaney
  56. The genius machine: the eleven steps that turns raw ideas into brilliance/ Gary Sindell
  57. The home and the world 
  58. The immortal iron fist 
  59. The past and the punishments 
  60. The Question: The five books of blood/ Greg Rucka et al.
  61. The right decision 
  62. The tarnished angel 
  63. The unwritten: Inside man/ Mike Carey & Peter Gross
  64. The war that time forgot: Vol 1 
  65. Twitterville: how businesses can thrive in the new global neighborhoods/ shel israel
  66. What should I do with the rest of my life? True stories of finding success, passion and new meaning in the second half of life/ Bruce Frankel – Standard
  67. What the dog saw, and other adventures/ Malcolm Gladwell
  68. Why we run: a natural history/ Bernd Heinrich
  69. Work’s intimacy/ Melissa Greg
  70. Yes! 50 secrets from the science of persuasion/ Noah Goldstein, Steve J. Martin, Robert B. Caildini

Thursday, December 01, 2011

When Nations Remember II - 28 Nov 2011

Here's my very belated take on the "When Nations Remember II" event, held on 28 Nov 2011. The event was part of the Singapore Memory Project (mentioned in this 2011 MICA speech; also mentioned in PM Lee's 2011 National Day Rally speech), to thank partners and give various partners and stakeholders a sense of the goodwill and buzz that has been built up in the past months. Also, it was to pay tribute to about 100 volunteer "Memory Corps" members for their support and contribution to this national project.

I took a few notes that day, but got caught up with stuff, i.e. more procrastination. Add a dose of laziness. This largely photo "essay" is the result.

Luckily, there are published perspectives of some people who attended the event. Here's Dexterine, Lizzy and James (see here, here and here). Chun See also blogged about it (he wasn't a Memory Corps volunteer at the time of the event, but glad to say he has subsequently volunteered to be part of the movement).

Of the presenters that day (several interesting ones), the person who stood out was the young lady, Lizzy. I thought she gave a fantastic presentation that morning. Your passion and enthusiasm was very real. I remember thinking to myself, "Listening to a young person like that makes me proud to be Singaporean". Would have wanted to tell her and her friends all what an awesome thing they did with their Unseen/Unsaid series.

Alright then.

My version of a post-event blog post.

Monday morning. Asian Civilisation Museum (how apt!) Colleagues reported at 7am. Quite a few were involved on the rehearsal on Sunday.
When Nations Remember II

Preparations at the registration table.
When Nations Remember II

Another dry-run before the actual stuff.
When Nations Remember II

At the back of the hall was a wall, inviting people to share their memories.
When Nations Remember II

When Nations Remember II

Participants were invited to write their stories on a card and clip it to a clothes line strung across the wall.
When Nations Remember II

Here's mine (fuzzy image from my camera phone). Essentially, I shared what came to mind first. Oddly enough it was about a memory when I was about 10 years old. I remember waking up at 5.30am and walking to school. Staring up at the dark dawn sky, I wondered to myself (I'm not making this up) just how many more years of this routine I've to go through at such unearthly hours. Heh.
When Nations Remember II

At about 9am, guests started streaming in.
When Nations Remember II

Dr. Yaacob Ibrahim, Minister MICA, spicing his speech with some of his personal memories.
When Nations Remember II

There was a screening of this video, about the handover of the Gunong Pulai waterworks (see this CNA article). The video featured some of the Memory Corps volunteers like Mr TC Lai (he has some really interesting stories/ personal memories, here and here).


He was given this token of appreciation: a framed poster from Singapore's first ever water campaign. A very apt token, for he was the Minister for the Environment and Water Resources (2004 - 2011).
When Nations Remember II

A shot of my colleagues from the 'Engage' division, National Library. They were the division responsible for organising this event.
When Nations Remember II

At the conclusion of the morning's segment, the Memory Corps volunteers were invited to take a group photo. Essentially, the Memory Corps are people who volunteer their time and effort to write memories for the Singapore Memory Project (you can read some of their stories at iRemember.SG). Or they may interview other people for their stories.
When Nations Remember II

A buffet lunch awaits.
When Nations Remember II

Before the start of the afternoon session, I had the pleasure of speaking to Mr Hillary Francis ("call me Francis"). A very nice gentleman, who can be said to be one of the pioneers of the Singapore music scene. BTW, check out his LinkedIn profile.
When Nations Remember II When Nations Remember II

The afternoon session featured some pretty interesting presentations. One was on the architectural designs of Malay houses in colonial times Singapore, plus dispelling the myths about what a 'Malay Village' should look like. Darn it, where are the YouTube videos?
When Nations Remember II

I had to leave the event earlier, for another work appointment. Managed to snap a few (unfortunately rather badly focused) images of the memories-on-cards that some participants shared on the wall.
When Nations Remember II

When Nations Remember II

When Nations Remember II

The event also saw the launch of the PictureSG web service, pictures.nl.sg (see this CNA article also).

Incidentally, I've recently transferred to the National Library, after a good 12 years in the public libraries. Have joined the Singapore Memory Project and heading the Online Engagement department. Will blog more about the project, and about my new work scope, in the months to come.

Saturday, November 26, 2011

The persistent social media notice board (or "Singapore Police Force's first 'Facebook Arrest'")

In my view, the Singapore Police Force's (SPF) Facebook page is a very successful social media initiative by a government agency, in terms of public awareness, receptivity and amount of consistent "chatter" (i.e. comments).

I've not done any recent environment scan, let alone a comprehensive survey. But looking at the comments and number of congratulatory Likes for its recent "win", it's easy to conclude that the SPF Facebook page is certainly a popular one:
Singapore Police Makes Its First “Facebook Arrest”

The "win" was this, as reported by ChannelNewsAsia, 25 Nov 2011 (emphasis are mine):
SINGAPORE: Police have arrested two loanshark suspects based on a lead that came from a photo that was posted on the police Facebook page in July 2009.

A netizen called the 999 number on November 11 after seeing the photo, saying he could identify the suspect.

Fuller details over at the SPF press release, "Singapore Police Makes Its First “Facebook Arrest", 25 Nov 2011:
This significant development came about on 11 Nov 2011 when a public-spirited person called 999 and informed that he could identify a loanshark suspect from a photo posted on the Police Facebook Page since July 2009. This has led to the arrest of the suspect and another suspect, both 19 years old, for suspected involvement in loanshark harassment activities in the Bukit Merah area. Investigations are ongoing.


THE PERSISTENT NOTICE BOARD
At first I missed the part about the initial public appeal for information posted in July 2009 (ASIDE: for a skimmer like me, maybe the post could have said something like "Facebook breakthrough for a two-year old unsolved crime..." or something to that effect).

Anyway, I understood why the SPF considered it a significant "operational breakthrough". The inference was that traditional channels (newspapers or TV) tend to have a limited duration before information fades from public awareness. Even if people remember something, verifying it via the source would be hard beyond a few weeks.

I'm reminded of the "Think Before You Post" advisory video, warning young people about the persistent nature of the Internet. For fighting crime, that quality is a good thing.


VIRAL EFFECT (?)
I also noted that the SPF Press Release stated that one of their aims, for starting their Facebook Page in 2009, was to "(take) advantage of the viral nature of social media".

I'm not entirely clear how much of the cascading effect took place. Reading the press release, I understood the sequence of events to be:
  1. SPF posts the information on the suspects on Facebook in 2009.
  2. Fast-forward to 2011, a member of the public recognised the suspect and contacted the SPF.

I wonder how that member spotted the FB photos of the suspects. Scrolled all the way to earlier posts? Heard about it through a friend, who heard it from a friend? Maybe even a fall-out among gang members and using the FB post to disguise the fact that the caller already knew the suspects?

But the above is moot (and probably suggests I've too active an imagination).

What's important is that the case was resolved, with the help of the public. This "Facebook Arrest" is also likely to send a strong signal to would-be-criminals about the even longer arm of the law.


THE RISK OF SOCIAL MEDIA WITCH HUNTS
Of course the downside of a "social media cascading effect" would be called a social media witch-hunt, or Internet Vigilantism. The viral nature of social media works both ways.

Having said that, I don't recall a case of a social media witch-hunt in Singapore. Which may suggest that for something as serious as identifying suspects to the police, Singaporeans are a calm and rational lot on the whole.

Which also suggests to me that the public has a very high level of trust in the SPF's thoroughness and professionalism.

I certainly have.


SOCIAL MEDIA AMPLIFIES TRUST. OR DISTRUST
The SPF would not receive any public tip-offs at all, never mind through a social media channel, if it did not have the trust of the populace.

I think that's one reason for it being a successful on Facebook.

When the SPF identifies someone as a suspect, intuitively I do not question that. I would have assumed the SPF has enough evidence to make that charge (it's not a small thing to be publicly announced as a suspect in a police investigation, even if subsequently proven to be innocent).

That sort of trust is like Internet reputations: Slow to earn, fast to destroy.

Gladly, the SPF has maintained that social trust for as long as I can remember. Its efforts in maintaining its Facebook page does a good job of reinforcing that, and probably enhancing it. I've always admired was the consistent level of chatter over at their Facebook page. I don't get a sense of it being an echo chamber effect.

It's not just my view about the SPF being successful on social media:
On the topic of strategies, and agencies needing to know what they want to use social media for, the Singapore Police Force was brought up as a role model that knew exactly what they wanted to use the social platforms for—information sharing and recruitment—and used it well.
Via www.FutureGov.asia

I was told the above was an unsolicited comment about the SPF. Yet another win.


SPF DOES NOT NEED TO BLOG (OR DOES IT?)
Back in May 2008, I wrote a three-parter on whether the SPF should have a blog (part 1, part 2, part 3).

They started their Facebook page in July 2009. Some people feel Facebook makes blogs redundant, but I've a different opinion -- perhaps for another post.

I wonder if SPF is planning for "the next step" wrt social media engagement. In my view, they are doing a darn good job already. I don't forsee the SPF embarking on the level of engagement like this last case study I blogged about, here and here).

But then again, maybe the SPF will lead the way. Again :)

UPDATE: Walter blogs about it, here.

Thursday, November 17, 2011

The "No Bed Bugs Essential Spray"

My wife concocted a homemade essential oil spray. She did a bit of research over the Internet. To get rid of bed bugs. She says it works.

I thought it made our home smell like a classy boutique hotel. I asked her what name she's calling the fragrance.

"No Bed Bugs Essential Spray", she says.

Recipe:
Reuse a 120ml spray bottle or perfume atomiser.

Fill it up slightly more than 3 quarters full with boiled water (in lieu of distilled water).

Add:
  • Cedar wood essential oil x 10 drops
  • Clove essential oil x 5 drops
  • Lavender essential oil x 20 drops
  • Rosemary essential oil x 5 drops
Shake like mad.

Red Potion
Originally uploaded by Artform Canada

BTW, you can freely copy the above. A mere listing of ingredients and procedures cannot be copyrighted. Unless the listings have "substantial literary expression-—a description, explanation, or illustration, for example-—that accompanies a recipe or formula or to a combination of recipes, as in a cookbook". Source: U.S. Copyright office (Singapore follows U.S. Copyright law pretty closely).
U.S. Copyright Office - Recipes

Wednesday, November 09, 2011

Wired.com Goes Creative Commons

Announced on 7 Nov 2011. Wired.com's statement:
"Beginning today, we’re releasing all Wired.com staff-produced photos under a Creative Commons (CC BY-NC) license and making them available in high-res format on a newly launched public Flickr stream."

More info, from the CreativeCommons.org blog:
"... Wired.com’s announcement that from now on all Wired.com staff-produced photos will be released under a CC Attribution-Noncommercial license (CC BY-NC)! Wired.com’s Editor in Chief Evan Hansen says,

“Creative Commons turns ten years old next year, and the simple idea of releasing content with “some rights reserved” has revolutionized online sharing and fueled a thriving remix culture. At Wired.com, we’ve benefited from CC-licensed photos for years — thank you sharers! Now we’re going to start sharing ourselves.”"


Here's Wired.com's CC-BY-NC Flickr stream, at www.flickr.com/photos/wiredphotostream.
Flickr: Wired Photostream's Photostream

What's significant to me was that Wired.com is a recognisable brandname. Their very public statement on CC was also very clear to me (see quote at the beginning of this post).

They have made a long-term commitment rather than a one-off publicity stunt (some people might think this was a one-off thing if they only noticed the selected 50 images).

Their Flickr stream would be one good resource to get CC-BY-NC photos of people in the tech industry (since Wired.com covers that sort of news extensively).
Steve Jobs at iPad announcement 2010 Michael Arrington Mark Zuckerberg JJ Abrams at WonderCon 2009 Steve Wozniak

Probably images of gadgets, events and tech stuff.
Nissan Leaf Chevy Volt Factory Comic-Con 2008

(Which reminds me: I've not blogged about YouTube's "hybrid" adoption of Creative Commons; check this and this out).

Tuesday, November 08, 2011

Social media Twitter interview: Blue Cross Blue Shield of Michigan

The level of competency and the manner of response, shown by the organisation's social media manager/ staff, says something about the overall competency of the organisation.

This recap, of what happened two weeks ago, illustrated that to me.

Ivan Chew (ramblinglib) on Twitter @ShannonPaul Twitter _ @ramblinglib @ShannonPaul

Minutes after I blogged and tweeted about this post, I received a twitter reply from @ShannonPaul, Social Media Manager of Blue Cross Blue Shield Michigan. With an offer to answer questions.

Got to admit, the speed of response was impressive. But even more so, it was the unsolicited offer to answer questions.

I replied that I'll think of good questions to ask. But before that I corrected my mistake on the blog post. Sorry, Shannon, I really thought "Shannon" was a guy's name. Forgive this librarian's ignorance.

Before asking my questions, I decided to do some homework. Read up Shannon's blog (was humbled by her About Page, subscribed!) plus her current work at A Healthier Michigan.

Decided on my five questions, tweeted to Shannon, to which she replied almost immediately as well.

Here it is (in actuality, I tweeted all five questions in a continuous thread, and perfectly happy if Shannon only answered some of them. But she graciously answered all; in between she was also responding to other tweets):

Me: Q1: how did you discover my post about BCBSM? I tweeted it but neither the tweet nor url mentioned BCBSM directly.
Shannon: We use @Radian6 to monitor brand mentions. They're usually really fast, especially at picking up tweets :)

Me: Q2: how did that YouTube comment episode turn out? Happy customer? Satisfied? Still cheesed? both parties met objectives?
Shannon: I don't believe that person ever followed up with me, but I can't be 100% sure in this case.

Me: Q3: what's the top 3 goals for @bcbsm's social media forays/ strategy?
Shannon: Top 3, eh? Build/strengthen relationships with consumers and business customers, gather feedback, provide quality health info
(Shannon managed to answer coherently within 140 characters. Fwah! Talk about being concise.)

Me: Q4: apart from an overall social media plan, does @bcbsm social media team have specific goals for the week/ month?
Shannon: Q4: Of course, but they're a bit granular and vary from week to week :)

Me: Q5: what would ur employer consider as 'success' for @bcbsm and @HealthierMI?
Shannon: Q5: Goals vary by business area. For @HealthierMI 2011 is about building an audience, 2012 will be about loyalty/engagement.

That's the five. I honestly felt like asking 50! Found the responses very useful. It corroborated with some ideas I had in mind for my new work scope (updates in another post).

Thanks again, Shannon.

Here's the other thing: Shannon's responses were also examples where the Social Media Manager/ staff can respond off the cuff and still keep their jobs!

Obviously she did not have to obtain clearance from Blue Shield Michigan's official corp comms department for some of the responses (for instance, the one about their success criteria). Unless, their corp comms staff was sitting right next to her. I doubt that.

To recap what I mentioned at the start of the post:

Perhaps the more subtle part was this -- the level of competency and the manner of response, shown by the organisation's social media manager/ staff, says something about the overall competency of the organisation.

To me, it says a heck of a lot about the organisation's understanding and approach to online engagement. Particularly their intent and the service potential.