Guess who is watching

"The Origins of Social Media" had me thinking of the advice to ask yourself the question "what would you do right now if your mother were watching." Much like your mother, the crowds of people that can be reached through blogs and digital media have a large say in how hard or easy your life will be or how successful your company can be. Employees must think not what the individual consumer is going to think of their interactions, but what the world will think if everyone was watching, because in some cases (such as Ferrari with AOL) they are. Furthermore, the ability to manage information about the company that is spread on the internet is vital to brand image. AOL's immediate responses seemed appropriate, but I think other companies such as Jet Blue have actually been able to take bad social media and turn it into good media for the company. They were able to take delays (with passengers stuck on the plane) that were broadcast all over the internet and make an apology/make appropriate compensatory actions that showed the world they care and in the long run may have improved brand image. Overall, it is not just what happens or what is said initially but also the responses that matter--because everyone is watching.