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Bacal nails it! While more are messing with the entanglements of Customer Satisfaction which leads to no where...he addresses the specifics head on and focuses on the greater picture and ultimate goal of the Customer Experience which leads to Loyalty. Excellent job! (Macy in Oklahoma, 2013)
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One of the best things I learned from this book is how to turn a negative experience into a positive one. Using the tools from this gem of a book I have calmed people down, turned bad situations into good, and kept customers who would have otherwise left us and written ten nasty reviews in their wake. It is so empowering to be able to do that, rather than feel awful and abused. This is a must buy, must read for people who work with customers day in and day out. Do it for your own sanity, and to help improve your own job performance and satisfaction! (E. Meehan, California, 2012)
A five star review

Anyone who serves the public should have this book. It gives advice for everyone from the order taker at the fast food restaurant to higher level management. It also gives different techniques for different situations (ie retail store, office, call center etc.) I have only had this book for a few weeks and already I have improved my customer service skills. It's a wonderful tool.  (Lisa S. NJ)
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What Platforms and Tools Are Considered Part of Social Media?

Almost Anything!

When one develops definitions of a "something" it is desirable to define what things are included in the definition, and what things are NOT included in the definitions. The less things that are excluded, the less useful the definition, and its meaning because it's simply too general to facilitate effective communication. Such is the case with social media and social networks.

To answer the question, it appears that almost anything done "online" has been adopted as being under the tent of social media, by social media proponents and activists. It's good to keep in mind that those who are excited about something, and/or make their livings using that something, will tend to want the definitional tent to be as large as possible.

In any event, Widipedia (itself an example of a social medium) provides the following:


Social media can take many different forms, including Internet forums, weblogs, social blogs, wikis, podcasts, pictures, video, rating and bookmarking.

Technologies include: blogs, picture-sharing, vlogs, wall-postings, email, instant messaging, music-sharing, crowdsourcing, and voice over IP, to name a few. Many of these social media services can be integrated via social network aggregation platforms like Mybloglog and Plaxo.

Examples of social media software applications include:

  • Blogs: Blogger, LiveJournal, Open Diary, TypePad, WordPress, Vox, ExpressionEngine, Xanga
  • Micro-blogging / Presence applications: fmylife, Jaiku, Plurk, Twitter, Tumblr, Posterous, Yammer
  • Social networking: Bebo, BigTent, Elgg, Facebook, Geni.com, GovLoop, Hi5, LinkedIn, MySpace, Ning, Orkut, Skyrock,
  • Social network aggregation: NutshellMail, FriendFeed
  • Events: Upcoming, Eventful, Meetup.com Collaboration * Wikis: Wikipedia, PBwiki, wetpaint
  • Social bookmarking (or social tagging): Delicious, StumbleUpon, Google Reader, CiteULike
  • Social news: Digg, Mixx, Reddit, NowPublic
  • Opinion sites: epinions, Yelp Multimedia
  • Photo sharing: Flickr, Zooomr, Photobucket, SmugMug, Picasa
  • Video sharing: YouTube, Viddler, Vimeo, sevenload * Livecasting: Ustream.tv, Justin.tv, Stickam, Skype
  • Audio and Music Sharing: imeem, The Hype Machine, Last.fm, ccMixter, ShareTheMusic Reviews and Opinions
  • Product Reviews: epinions.com, MouthShut.com
  • Business Reviews: Customer Lobby, yelp.com
  • Community Q&A: Yahoo! Answers, WikiAnswers, Askville, Google Answers Entertainment
  • Media & Entertainment Platforms: Cisco Eos
  • Virtual worlds: Second Life, The Sims Online, Forterra
  • Game sharing: Miniclip, Kongregate Other * Information aggregators: Netvibes, Twine (website)

Perhaps the question to be asked is "What is NOT included in the category of social media?

This isn't just a pedantic or academic issue.

To understand why talking about "social media" is problematic in terms of communicating about it, and making use of it click here, for the next FAQ "Does such a wide definition of social media cause problems?



About Company

Bacal & Associates was founded in 1992. Since then Robert has trained thousands of employees to deal with angry, hostile, abusive and potentially violent customers. He has authored over 20 books on various subjects, many published by McGraw-Hill.


Robert Bacal

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