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category archive listing Category Archives: accountability

Nokia USA: How to turn talk into action

April 24, 2008 – 10:53 am

Brymo, via Flickr (CC license)

Talk is a good start, and it need not be cheap, but by itself it generally doesn’t get much done.

Earlier today Nokia’s Charlie Schick posted a thoughtful comment about how Nokia and its current and would-be customers might, through talking openly together, improve the situation in the high-end US phone market. [...]

By Amy Gahran | Also posted in Conversations, PR & marketing, Strategy, conversational media, credibility, distribution, journalism, mobile, problems, services, telephony, transparency | Comments (2)

Nokia’s Blog Starts Discussing Problems

April 24, 2008 – 9:19 am

Nokia.com

Nokia’s Conversations blog is getting interesting now that it’s not all just happy talk.

Recently Nokia launched its Conversations blog, a good first step any company can take toward transparency and engagement with its customers, partners, and critics. Not surprisingly, most of the initial posts were “happy news” of one kind or another. I don’t begrudge [...]

By Amy Gahran | Also posted in Conversations, PR & marketing, blogs, business, collaboration, community, conversational media, mobile, problems, telephony, tools, transparency | Comments (0)

Nokia USA: Again, your service (not product) is the problem

April 23, 2008 – 10:20 am

MobileJones

Nokia Director of Corporate Communications Mark Squires (seen here in a recent MobileJones interview) has joined our conversation about Nokia’s US service problems.

This morning I was encouraged to see that yet another Nokia staffer, Mark Squires (Nokia’s Director of Corporate Communications) left a comment on my blog. He wrote:
“Hi Amy, I work with Charlie at [...]

By Amy Gahran | Also posted in Conversations, PR & marketing, Strategy, blogs, business, journalism, mobile, problems, processes, services, social media, telephony, tools | Comments (5)

Nokia USA: It’s Not Your Intermediaries, It’s YOU

April 21, 2008 – 10:50 am

I was so happy and excited to get my N95 (see video). I could be this happy again, if only Nokia would get its US service and support act together.

As I noted earlier, this morning Charlie Schick of Nokia USA left a comment on this blog to reach out to me about my recent heartbreaking [...]

By Amy Gahran | Also posted in Amy's Adventures, PR & marketing, Strategy, Voices: Blogs, etc., business, credibility, marketing, problems, processes, services, telephony, tools, transparency | Comments (15)

Talking with Nokia About US Service/Repair Problems (Finally!)

April 21, 2008 – 7:34 am

Gdugardier, via YouTube

Charlie Schick, the guy from Nokia USA who just reached out to me about my N95 nightmare.

This morning, I was pleased and relieved to see that a representative of Nokia USA, Charlie Schick, left a constructive comment on my most recent post about my recent N95 fiasco. I’m glad to see that at [...]

By Amy Gahran | Also posted in Conversations, blogs, business, community, conversational media, mobile, problems, psychology, social media, telephony | Comments (2)

Bluehost’s Bad Attitude: Customer Service 101

February 2, 2008 – 10:59 am

Bluehost’s director of customer service? Maybe.

More than a year ago, after significant frustrations with Westhost, I switched Contentious.com to Bluehost — and went through the hassle of moving the complex mass of files that this 10-year-old blog has become.
I’m really starting to regret that decision.
When I pay someone for service, at the very least I [...]

By Amy Gahran | Also posted in PR & marketing, blogs, business, problems, tips | Comments (7)

AP replacing journalism with stenography?

January 7, 2008 – 4:24 pm

Parade.com

AP let Parade off way too easy.

In my daily links post today, I noted Steve Outing’s spot-on Jan 6 critique of this weekend’s gaffe by Parade Magazine — the popular full-color, feature-rich magazine wedged into already-bloated Sunday papers around the country. Here’s Outing’s description of what happened:
“Tens of millions of people were treated to an [...]

By Amy Gahran | Also posted in credibility, ethics, journalism, problems | Comments (2)