Is it a reasonable complaint?

Assess the complaint. What is the complaint about?   Is it reasonable?  Can your Customer Support team put the problem right, by replacing damaged goods, or offering a refund?

Is it easy for customers to contact your Customer Support team?  The correct action may be to put the complainant directly in touch with the people that can help them (and do make sure that they can help them, otherwise the complainant will be doubly aggrieved).  In this case, respond to the original comments politely.  Don’t make false promises or confirm/deny the original complaint.  Be sincere

Is the comment libellous?

Libel is a tricky issue, but if the comment is excessively heated (“Don’t use blah.com – they are rip-off merchants!”) it’s probably not worth your while getting into a debate.  It may be worth your while contacting the publisher/webmaster and pointing out the wording.  Most forums have strict policies about such content and will either remove the post, or remind the poster to abide by their T&Cs.

Don’t demand the post to be removed! Again, that could make the reputation problem even worse if you are too heavy-handed.

Is it that big a deal?

If the negative post is appearing prominently on searches for your brand name, this could definitely cause you a problem.  In this case,  the negative post will surely appear on a highly popular forum/blog and replying to the original post may well lengthen the life of the negative comment.

In this scenario, the best action is to “push down” the comments by engaging in a PR campaign that will generate lots of top level results.

If the post is hidden away on the 5th page of results on an obscure forum or blog, it’s probably best not to take any action, other than to learn from any mistakes your company may have made.

Reputation Management tips – get the basics right….

1. Make sure your customer complaints route is effective and can be easily found
2. Don’t rush into responding
3. The customer may not always be right, but they should always be spoken to as if they might be right

Here’s a screengrab of Google News UK a few minutes ago – spot the obvious typo (after the jump).

Aside from the obvious joke that this sort of typo is more expected from The Grauniad, it’s interesting on two points:

1. Unless the Google Algorithm has built in mis-spellings like this, it suggests the headline (or meta headline) only plays a small part in determining which stories get picked up.
2. The headline published on Google News is not the same as the headline on the Times website “Civil servants and axed IT to pay for Tory tax cut”.
   The sub has input an alternative title (meta-title) for this story – good practice from an SEO perspective.

This begs the question – why are they bothering to optimise for Google if they regard Google’s linking to stories as theft?

Here’s a quote from Rupert Murdoch, via The Telegraph

“The people who simply just pick up everything and run with it – steal our stories, we say they steal our stories – they just take them. That’s Google, that’s Microsoft, that’s Ask.com…”

hmmmmmm…..

Is a picture worth a thousand tweets? Quite possibly

I loathe seeing pictures of myself appearing in the public domain. Vain enough to do vanity searches, realistic enough to recognise that I’m not particularly photogenic, I’ve chosen in the past to use meaningless alias pictures wherever possible.

When I set up my Twitter account I used one of my favourite pictures of a wind-up robot holding up a pencil (see below) for my profile picture – it expresses how I feel some days!

This remained for over a year of intermittent and non-strategic Twitter usage, during which time I picked up 280 followers who were happy to follow my occasional rants about Google News, blatant RTs of press releases and WebCertain news, along with the odd, daft discussions about celebrities and ancient pop music.

Like many people with a corporate, yet personal, Twitter profile my Tweets are somewhat random, despite the advice I would give anyone – you must define what you are about on Twitter and stick to it!

I could have ruthlessly pursued building up more followers by keywording my Tweets and following the key influencers in my sector, but, really life is too short…

One simple step has made my follower numbers jump up in just a few days.

I’ve deleted the cute robot and replaced it with a real picture of myself. It’s a rather simpering pose, but I still feel  safe in my anonymity as it’s fairly heavily photoshopped – yet it is still a recognisable human (female) face and it is encouraging more people to follow me.

In four days of continuing with my unexciting and infrequent Tweeting, I picked up just over 20 new Twitter followers. In the old days of the robot, I would have maybe found 5 more people following me.

Interestingly, a number of people who I kind-of-know from conferences and the search marketing sector are now following me. I haven’t targeted anyone, I haven’t changed any other details on my profile page and I even Tweeted in French at one point… (I am not French).

Pretty obvious stuff maybe, but the rule seems clear –

If you are a corporate Tweeter – use a company logo
If you are a person (with a name) – use a picture

Whatever you do, don’t choose a robot for your profile picture…

Optimising your article could mean that 1000 people read it rather than 100. Getting your thoughts or article read from across the World Wide Web could be very important for your online status and reputation building.

I’m trying to get at how PR and SEO cross over, how doing some keyword research and optimising your text can get you known in your area of expertise. Here are a few simple rules I generally use:

1. decide on your subject area
2. do some keyword research, general, then narrow down your search topic
3. keep the keywords safe, as they could come in handy another time – always do a quick check to ensure you have picked the most searched for terms
4. write your text keeping your keywords in mind
5. When reading back your text insert your keywords > N.B. make sure the text still makes sense.

Inserting keywords can make all the difference to how many people view your piece.

* Figure plucked out of the air for purely illustrative purposes

If you are suffering from hayfever (like me and 50% of my colleagues), there’s a good chance that you might mention it on Twitter and Kleenex (one of the major tissue brands) is exploiting this potential buzz with a Twitter-based marketing campaign…how are they doing this and is their Twitter marketing successful?

Kleenex are currently monitoring Tweets where people talk about their hayfever and replying with the friendly messages that ask people to share their hayfever experiences to build a map of where the sufferers are across the UK.

This is a nice way of using Twitter’s real-time information and capability to create, or big up, a current buzz topic.

They’ve actually put some thought into this, so they are technically promoting their campaign rather than their products. You can all too easily imagine a clumsy campaign with crass replies like “Gesundheit…you need a tissue LINK”

The aim is that they will
a) Have a valid news story about the nature of hayfever – of great interest to medical professionals and the poor people with allergies.
b) Have a valid story about Twitter being used in an innovative way – of interest to Tweeters, marketers and geeks.

So far I like this, but while writing this post, I’m doing some experiements.

Twice today I’ve tweeted about anti-histamines then I tried #sneeze and #sniff and #tissue– still no response. Come on Kleenex (or your marketing company) – broaden your search terms!

How do you feel about being contacted in this way by Twitter marketers?

Are you running this campaign? It would be great to hear how well it goes…

Update – they are following me now!

When my then-colleague, Mademoiselle Mondon and I started this blog last year, Twitter was just one of the crowd of social networking sites that we paid cursory attention to.

Back in the day, we were focused on posting our news on press wires, making contacts the old fashioned way by phone or email (not that easy a task when we were supervising global online PR campaigns ranging from Lithuania to China).

Our early posts betray an unhealthy interest in “link juice”, partly because of an office in-joke that is too complicated to explain and partly because it was the link building potential of our online PR campaigns that most piqued our clients’ interest, due no doubt because it was the easiest to report on and understand.

All those months of focusing on the SEO / links side of SEO-PR haven’t been wasted, but we are in a different landscape now.   Social Media (online PR by another name) has placed a new focus on content, creativity and personality, with Twitter proving the most effective at pushing social campaigns.

Well, another post about Twitter and the Twitter tag grows even larger.

NB – after Google, Twitter is the second largest referrer of traffic to this blog.

At the Social Media International Search Summit hosted by WebCertain in London on Thursday 14 May, I gave a presentation on the use of Twitter as a marketing tool.  Twitter is definitely a “marmite” concept – it divides people.  There are some who have embraced it with almost religious zeal and it provokes red-faced rage in others.

VIEW THE SLIDESHOW

Coincidentally my feelings about marmite and Twitter are pretty similar – and both rather mixed.  I can definitely see the point, I think it’s here to stay, but I don’t want too much of it.

Under discussion:

• What is Twitter?
• Celebrities on Twitter and the big media story of 2009
• Twitter as a news aggregator
• The networking opportunities on Twitter
• Twitter Search:  The opportunity to go mainstream
• So, you’re on Twitter – who are you and who are you representing?
• Use Twitter to bolster brand web search results

Everyone has heard of Twitter, but what is it exactly?

Simply, it is a micro blogging platform with a 140 character limit which allows you to follow people and to be followed.  Unlike Facebook and other networks, this isn’t a mutual network.  You could follow 100 people and be followed by 1,000 completely different people.

It is also a live results search engine (there is a debate about whether “search engine” is the correct terminology, “discovery engine” has been proposed as an alternative phrase).

Through Twitter you can communicate, search, publish, network, promote and sell.

NB – A search on Twitter for “what is Twitter?” produces dozens of results, which suggests there are a lot of people on there who don’t know what they are doing…

As social networking is so closely aligned with PR, the promotion and reputation management opportunities are the ones that people are generally picking up on first, but keyword-related search results are also an important feature.  Twitter’s power as a “listening tool” is undoubted.

The in thing with the in crowd

Twitter has been the big media / technology story of 2009 – and this is partly because of the mass uptake by celebrity tweeters.  Journalists have quickly identified it as a showbiz story research tool. See the coverage of the Jordan / Peter Andre break-up – their latest tweets feature as strongly as official statements and paparazzi pictures of the pair in their respective “hideaways”.

Lily Allen uses Twitter to directly refute inaccurate press stories about her. Quote: “And no I didn’t say that stuff, I’ve never met Cheryl, or her husband, nor David Beckham.  Please don’t believe that rubbish.”

Oprah Winfrey is now on Twitter and observers predict a massive take-up by “soccer moms” – Oprah has a proven track record as a huge influencer in other media – TV, magazine, book publishing…will she do the same for Twitter?

Jonathan Ross managed to cause further controversy when on suspension from the BBC by tweeting rather sarcastically and providing an insight into his enforced, but luxurious life of leisure at the license fee payers’ expense.

Ashton Kutcher now has over 1 million followers and seems to be turning Tweeting into a full time job.  As well as these people who were well known already, Twitter is generating its own celebrities, such as The Guardian’s Jemima Kiss who is one of the most followed individuals in the UK.

Marketers always want to be in the middle of the trends and at the heart of the latest fashions, but it is important to bear in mind that fashions do change.  A cautionary tale of a previous fashion:  The Bay City Rollers were the heartthrobs of their day in the early 70s.  Girls fainted with desire over their mullets, three-quarter length flares, built-up shoes and tartan trim.  Was this collective insanity?

And now for the science bit…

Twitter growth

It can’t be ignored that Twitter is currently enjoying huge, massive growth.  The statistics are always changing and are contradictory (are user numbers based on accounts created?  Accounts in use? Etc.)

Looking at February 2008 to February 2009 unique visitors jumped from 475,000 per month to 7 million per month. That represents an annual growth of 1,382%…

The big problem is that retention is appalling, even when compared with other social networking sites, such as Facebook and MySpace.  The retention rate for Twitter is currently only 30% (Facebook and MySpace were at 60% at similar levels of internet reach).  The latest figures suggest that things are improving slightly for Twitter, but again, the statistics are murky.

Twitter offers simplicity

The immediate appeal of Twitter to marketers is the simplicity, especially when compared to other channels, such as print publishing, email marketing etc.

It’s easy to get started – nothing more than a quick sign up and you can go ahead.  It’s cheap (free in fact). It’s very quick to use.  In theory it’s international as people all over the world are using Twitter in their own languages and the multitude of applications mean it’s easily customised to suit different personal and corporate needs.

Great yeah?  Well, one of the major problems with Twitter is that its simplicity is deceptive and this can create all sorts of problems.

Just logging in and instantly tweeting whatever is on your mind can be dangerous.  It’s very easy to make mistakes and the cliquey jargon is off-putting to new users.

It’s essential to put some time and thought into how and why you are using Twitter, so it’s not as quick to use as it initially seems.

The interface is all in English (at the moment) and the jargon is English-based (RT = re-tweet – barely makes sense in English, how does a new user in Romania, for example, get to grips with it).

As for the wealth of wonderful applications?  There are 100s of them already.  To get thoroughly on top of them, you could easily spend all day, every day researching…

Twitter offers speed of service

Using Twitter you have the opportunity to get your message out there FAST.  No waiting for deadline dates, no editorial approval delays.  Tweet your message and it’s out there immediately.

Twitter:  News syndication

Despite being a little cynical at times about the overall benefits of Twitter, one thing about Twitter that really does get me excited (that isn’t a typo) is its use as a news aggregator.  It really is excellent as an extra arm for any publisher – whether a major news outlet, or a little blogger like me.

RSS readers are like, so totally 2005 now…Twitter is really breathing new life into blogs and giving them new purpose.

Easy-peasy

1 – Write about something you hope is interesting on your blog

2 – Post your snippet headline on Twitter

This leads your (hopefully like-minded) followers to go and have a look at your blog.

Also, you will find information on Twitter that you could easily miss, or not particularly search for in the first place. I use it a lot as a research tool for the newsfeeds and newsletters I produce.

One of the best ways to make a blog a success is to build up the network it is a part of.  What is the single most effective way to find and communicate with other bloggers in your sector?  Answer:  Twitter…

Ultimately though, Twitter allows you to find out what people are saying about you.

Let’s not get carried away

All this is great; I say that without any sarcasm.  So, if anyone out there is a marketer with their annual budget burning a hole in their pocket and I have inadvertently persuaded you to blow a large chunk on marketing through Twitter, please pause for moment.

Twitter might move things along quickly, but it might not be the correct route to take.

Don’t abandon other tried-and-tested methods.  For example, I am a strong advocate of email marketing – if you have a good, clean contact database, it makes sense to speak to these contacts, rather send out broadcast messages to random people.

The networking opportunities on Twitter

You want to be in a network with the following people –

Prospects, clients, suppliers, influencers / experts, supporters.  You’re also likely to be following entertainers and mentors.

There’s another use of Twitter as a company extranet, I know at least one company that uses Twitter this way and they strongly believe that it has improved communication, morale and general business intelligence.

Anyone who has used Twitter for some time will tell you that sadly a lot of people on there are not worth following, or being followed by.

You take a leap of faith when you network on Twitter. There are no requirements to use real names and no limitations on the number of accounts associated with an email address.  Also, there are several applications that allow tweeting to be automated, making Twitter a real opportunity for spammers.

Investing in time to build up a quality network needs to be considered when starting a Twitter marketing campaign.

So, you’re on Twitter – what are you going to say?

There are different conversations you can have.

Share information on Twitter: New job opportunities, here’s an interesting blog post I found, Did you know that…?

Request help: Twitter is a great research tool.

Share opinions: The misconception about Twitter is that everyone is saying what they had for lunch, something I’ve never come across except from ironic Tweeters.  However, posting whatever is making you feel sad or happy at any given time is one of the primary attractions of Twitter – whether you’re moaning about a song that is played too much on the radio, or boasting about the great meal you had last night, or commenting on industry trends.

Promote yourself: This is the obvious way for marketers to use Twitter, but I would be very wary of just posting sales links all the time.  By having the types of conversations I’ve listed above, you are indirectly promoting yourself and more effectively.

So, you’re on Twitter – who are you and who are you representing?

As an agency, we are taking primarily a consultative approach.  We don’t want to go on Twitter and set up a load of accounts pretending to be our clients.

Transparency is not the only issue, think about the following -

Do you want to use Twitter as a tool to communicate with customers?

There are companies using Twitter as a help desk.  This is a great approach (it’s proven to work), but before you head down that route you need to consider whether you have a resources to deal with customer queries that need action.

Also, does this approach suit your company?  Are you at risk of generating reputation damaging complaints on Twitter?

Does your company simply want a corporate presence?

If so, who is the person in charge of managing that?  What are they going to talk about (Tip – this is where a blog is incredibly useful)?  Will a straight corporate account simply be boring?  Where is the value, other than simply existing?  Corporate Twitter accounts should also follow the same style and branding guidelines that are used for all other forms of communication.  Make sure the Tweeter is fully trained up on these concerns and also do put time and effort into your design.

One option is to create a “character”.

It is important not to pretend this character is a real person as that would be an unnecessary deception.  Once again, don’t just rush into it, put time and effort into defining who this character is.

And of course, you can be yourself.

The dangers here are that you could be sharing personal information and if you are using Twitter even partly for work purposes, can you really relax and truly be yourself?

Watch your tone of voice!

Most of know now that the CAPS LOCK MAKES IT LOOKS THOUGH YOU ARE SHOUTING!  But, it’s not just that.  Unfortunately there are a lot of people on Twitter who are relentlessly boastful, or negative, or just plain boring.

The 140 character limit is not friendly to sarcasm and this is broadcast communication, not instant messenger.  Your mate at work with the same sense of humour might find your jokes funny, but what about the potential customer who you have never met?

Twitter Search:  The opportunity to go mainstream

The search box is now prominently featured on Twitter

I strongly believe this is the way for Twitter to go MAINSTREAM because Twitter will gain users who want live search results, but who are not interested in networking, or using Twitter in any other way.

Don’t believe me?  I use my father’s web use as a benchmark.  About two years ago he got heavily into Wikipedia, delving into it and it became his primary search tool.

Then about a year about he discovered YouTube and pretty much abandoned Wikipedia.  Not only has YouTube become his primary search tool, it has increased the amount of time he spends online.  He send me links to things he has found on there and since finding so many things of interest to him, keeps going back.

He has not posted and will never post a video on YouTube.

Part of the appeal is that YouTube offers good results on specialist subjects. Looking for a video of Frank Sinatra singing on a live TV show back in the 50s?  A general web search on Frank Sinatra is going to be no help, go to You Tube and voila!

It’s similar with Twitter.  At the moment there’s so much focus on Twitter being at the centre of the zeitgeist, but people are talking about their hobbies, specific areas of interest too.

Search results on Twitter are very different to Google’s – this is an advantage to marketers and to searchers.

The danger to marketers is that there is so much information and so many updates, tracking Twitter results as SEMs do for general web rankings is impossible, well, limited.

There are lots of applications that can provide regular, details snapshots (ideal for Reputation Management on Twitter), two are -

www.icerocket.com

http://addictomatic.com

There is a massive opportunity to control search results within Twitter for keywords that are important to you.  Take a search optimisation approach and research the keywords you want to rank for.  Post regular content with these keywords to stay in the results.

Use Twitter to bolster brand web search results

As well as the Twitter search feature, Twitter gets general web results.  The only information this is based on (at the moment) is the account name and ID.  It’s really a no-brainer to ensure that your company has this presence.

And of course, there’s a potential problem with this as anything embarrassing, libellous, inaccurate or just plain stupid can easily be found via general web search results when your Twitter account is indexed.

In summary:

• Be honest
• Be helpful
• Be knowledgeable
• Be interesting
• Use SEO techniques for keyword use and tracking
• Spend time on research and campaign set up
• Listen to what is being said

Is Twitter worth it?

I would say yes, because we are already seeing results even in a landscape populated by early adopters, rather than the masses and with the poor retention.

Twitter is generating genuine and rapid enquiries.  News distribution is more effective and we have lots of anecdotal evidence that it’s not just working for the SEO / marketing sector – Twitter is sending punters through the door of retailers.

I’ll be watching how it develops.

Also follow #isslon on Twitter for live updates.

Andy Atkins-Kruger kicked things off by thanking Sante J Achille for attending.  Sante is not the only speaker who has flown in for the event, but he has special circumstances as he lives in l’Aquila, the Italian city destroyed by earthquakes.

The first presentation was from Anne Kennedy about the global reach of Facebook.  Anne had lots of insights on the growth of Facebook, their success in part due to their successful localisation project.

Then it was my turn to speak (too quickly).  My subject was the opportunities and threats of marketing through Twitter.  I was surprised to see that at least 2/3 of attendees used Twitter.  My basic viewpoint is that there are lot of opportunities, but don’t be misled by the simplicity of Twitter – put in as much effort into planning as you would with any other campaigns…

I also believe that Twitter as a search engine has great possibilities for growth.

After a break, Nicole Vanderbilt of Bebo and Regina Bustamante of Plaxo spoke about the services offered by their social media sites.  Regina also shared information on their complex translation and localisation process.

Peter Crosby of Viadeo explained how they turned a French start-up into a global professional network.  He kept us on our toes with some live text voting and emphasised that their success in going global was based on taking very local approaches in each country.  Weirdly, it turns out I am following his brother on Twitter, small world and all that…

After lunch Andy, Dixon Jones of Receptional and Kristjan Mar Hauksson of Nordic eMarketing had their traditional battle, this time they each championed a “future of web marketing”.  Kristjan said nothing would ever be more successful than Google and was amusingly dismissive of Twitter’s ineffective search results.  Dixon argued that Facebook was the future model, because of its stickiness and the engagement it offers users.

Andy was pretty convincing sating that Twitter will be the future, but he lost the vote to Kristjan.  (Dixon later tweeted that he had been robbed!)

Moving onto blogs.  Vasco Sommer-Nunes of Mokono spoke on how to monetise blogging and Sante went through international blogging strategies, a subject that he is an expert in.  He also mentioned the importance of Flickr  - look out for the pictures from the conference on there soon! (Update – pictures from ISS London are already up, more coming from WebCertain

Then trends – Alex Burmeister of Nielsen online provided lots of in depth information on tracking and analytics – basically proving once again that social media is growing at an unstoppable rate.

More coming soon…

…continued

Tom Smith from Trendstream continued the analytic / statistics theme.  There was an awful lot to take in from both of them, one things that will definitely interest Stats-Fans – Nielsen are committed to making more of their data generally avaiable.

After a break, we had a passionate presentation from Massimo Burgio @massimoburgio (Massimo had an adventure getting to the conference from Barcelona with all sorts of travel problems – he arrived about 15 minutes before he was set to speak…)

Massimo’s presentation was a call to arms and all about the need for SEMs to change their attitudes, in line with the changes in search behaviour.

Following Massimo was my colleague Oscar Carreras with the brief to discuss SEO techniques in Social Media.  Oscar firmly believes that blogging is the way to go (I agree with him) because blogs allow synchronisation between channels – and the content is ideal for using in campaigns, in comparison to point-of-sale pages).

And wrapping things up, Martin Belam (@currybet), information architect from the Guardian spoke about How Major Publishers are Using Social Media to Drive Traffic.  Being an old news hound, this is my kind of subject and I touched on it briefly in my presentation – Twitter is an excellent news channel.

Even people weren’t as into that subject as I am were really enjoying the presentation, with an incidental Star Trek theme to the slides.  Martin (who was speaking for himself and not representing The Guardian – he has a disclaimer and everything), nevertheless spoke about a new project at The Guardian, the release of content – for free!

This caused a bit of a ruffle in a room full of marketers – could and should this be a model for other organisations and sectors?

Here is Volker Ballueder’s reivew of the ISS London.

Find tweets from the day on Twitter under #isslon

Please share your comments or useful links for information about the conference.

The general PR principles of having a strong, original and appealing story still apply and should never be discarded, but there are some tricks you can use to get great SERPs for your news stories.

1. Research the keywords that you want the press release to rank for and use those repeatedly (not repeating yourself too much though!) throughout the press release.

A starting point here is using either the plural or the singular of your key search terms and using the company name in full whenever appropriate.

For example “Spain holidays” v “Spain holiday”. An online press release is typically around 400 words long, so there are lots of options! Realistically, you will probably have the opportunity to place approximately 5 key search terms prominently in your release.

2. Write your press release in the format that most online wire services use and prepare all the information you will need – this will save you a lot of time when publishing.

This format is: Headline, introduction / summary, main body content, About the company, company contact details (including postal address), keywords / tags.

Don’t forget to include the full url for the site you are publicising…

3. We find it helps to produce text and html versions of the press releases we distribute in advance. Having the code already prepared saves a great deal of time when publishing. A neatly presented word document with hi-res images is the format we use when sending to individual editors.

4. Bear in mind that your headline is the most important part of the press release, as sometimes it will be picked up on newsfeeds and can be the only part of your release that is indexed by search engines. It will also appear in the all-important h1 and h2 tags…

Therefore try to get your most important information in the headline – including the name of the company you are promoting.

5. Where to publish your press release? There are 100s of excellent press wires around the world allowing publishing for free, quite cheaply, or very expensively. We constantly review our resources and their value to us goes up and down all the time.

The ideal press wire –

a. Gets indexed in Google News
b. Allows hyperlinks
c. Has a good reputation
d. Has press contacts / high visitor volume / good RSS feed set-up

6. We recommend producing different versions of the release (or at least, the important early sections of the story) as this allows more prominence for results when mass-distributing.

7. It is recommended that you make your usual approaches to journalists well before commencing on your online PR campaign. Approaching a journalist with a story that has already been published will not go down very well.

8. Include images, research shows that our eyes are drawn to images that appear in search listings. Don’t forget to put links on your images where you can and include optimised alt-tags.

9. If you regularly distribute press releases for the same company, try using different images each time you publish a release. Instead of always using the company logo, use a stock image that reflects what you are talking about. For example, people using computers.

10. Use social networking sites to spread your story further, especially if your content is strong enough to have a viral appeal.

WebCertain has its very own unique international press release publishing service, currently operating in 25 countries – www.newscertainnetwork.com .

Our Arabic and Hebrew news sites are currently under development, along with a number of other international news sites.

Contact us to find out how you can make the most of our search engine friendly, multilingual news publishing service.

The obvious appeal is the ability to immediately reach out and create two-way communication with a wide audience, giving you the opportunity to sell yourself – and to handle customer service / reputation management issues.

The concern so far as Twitter is still largely populated by early adopters and members of the web marketing community – can you communicate with the right people?

Here’s a little anecdote to illustrate the marketing potential of Twitter.

My colleague (@davidsegal) has a friend who works for Sarah Coggles (@coggles_com) – an independent fashion retailer.

We have another colleague in our London office (@ballueder) who maintains a personal blog, posting pertinent and sometimes esoteric content.  This content is sometimes included in his Twitter posts.

We noticed that @coggles_com had linked to something @ballueder had posted – probably completely coincidentally, but this led to me tofollow @coggles_com and take a look at some of the clothes on their site.

I found a dress that I love and cheekily asked for a discount as a Twitter follower – which I have been given!

The end result is that I am seriously tempted to ignore the credit crunch and splash out on a new dress – all because of Twitter…

More info to add to my presentation on the opportunities and threats of marketing through Twitter that I’m giving at the International Search Summit later this year.