Wednesday, January 20, 2010, 10:07 AM

AT&T and the new reputation management mindset

Over at the blog Church of the Customer, Jackie Huba relays a personal experience she had working with AT&T's new "Customer Advocacy Center" on Twitter. Read about her experience here. It's as refreshing as it is rare.

The point is social media doesn't fit neatly into our old definition of public relations, in which we cast out press releases and troll for interested reporters. It is much more than that. AT&T, Wells Fargo, Comcast and others have made these tools part of a broader reputation management mindset, where existing customers are as much a priority as journalists, bloggers, and customers-to-be. My hope is such a strategy becomes the rule, not the exception, in the years ahead.

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