Etiquette Lessons for Online Engagement

Andresen talked about customer service and how organizations have to change their thinking about it. Customer service no longer is just the person answering phones and fielding questions about how to make out the check or why the website is down.

Increasingly, organizations’ engagement with people online is perceived as the new customer service, she said, adding that social media “could be the most amazing thing ever to engage people and advance our missions.”