Do you love this SouthPark clip as much as I do?



I will admit, I kept thinking, doesn't anyone in SouthPark have EVDO?

And local blogger-slash-fellow smores lover (long story), Citizen Mom, captures the photo of the night here in Primary Central aka Philadelphia.

When I was a little girl, my mother tutored me as a toddler so that I would be prepared or even advanced when I started school. She used to patiently show me flash cards of letters and numbers, quizzing me and helping me to start reading and counting. I remember it being hard to sit still for these exercises but she was consistent and patient in tutoring me. It was during this time that I remember my Mom telling me that when I grew up, I could be anything I wanted to be. From a dogwalker to a teacher to President of the United States.

I never realized the enormous significance behind my smart, optimistic mother telling me that in the 1970's, until Hillary Clinton's speech tonight. America has had 43 Presidents in its' lifespan. That's 43 men of various creeds, economic status and ethnic backgrounds. Not one woman. And in fairness, not a black man (that we know of!), either.

Just like social media is a global movement that the US must embrace, so are candidates of change.

I know, I know, some of you who read this blog may taser me if I write another Twitter entry, but trust me, I have good reason. First, thanks to fellow Philly Blogger and Twitter friend Amy Z. Quinn for including me in a story about twitter that she filed for The Philadelphia Inquirer.

I know that companies big and small are still toeing the waters on connecting with people via CGM and social networks, having heard horror stories of bloggers and their readers that have criticized or bashed corporations online. That said, I recently had a personal experience with a major corporation actively participating in a social network so fluidly and helpfully, that I have to share the story.

Comcast, a major corporation that has taken a lump or two from unhappy customers online. (NOTE: Comcast is a client. However, I did not counsel or work on the tactic I am going to share with you. Comcast did not ask me to blog this. Nor did my employer.)

Recently, I learned that Comcast is actively using social media platforms to monitor mentions of their Brand online, when I read this incredible story by TechCrunch co-founder and blog mogul, Michael Arrington. In the blog post, (which you should read), Arrington explains how his comcast broadband went out, he called Comcast to find out what was going on, only to be told it was a California wide outage. However, when he spoke with other area friends with comcast, their cable was working, and Arrington ended up taking his laptop to work at a friend's place, which turned into a major distraction (read the story!). Frustrated, Arrington began tearing into Comcast on Twitter, and within 20 minutes of his first tweet, an executive from Comcast in Philadelphia, called him to sort out the problem.

It was, big business using social media to connect directly with customers and offer a better user experience. It is, essentially underheard of.

Since this modern day miracle last week, I have been following Comcast Customer Outreach guy Frank Eliason, the person behind the username ComcastCares on twitter. This guy is absolutely incredible. From answering questions to helping resolve appointment and billing issues, using only the 140 characters Twitter allows!, he is speaking with Comcast customers in the Twitter community promptly and like a real person. Comcast, is HEARING and RESPONDING TO, their customers by trusting one smart and reliable employee, to represent the brand and products in community. Even more incredible, is that Frank doesn't just twitter 9-5PM, he keeps the extended hours that many of use in the tech community keep, as we use the tool like our right hands.

This week, I had a comcast issue come up, but it was minor and I didn't want to bother Frank, as word has spread among the broadband-reliant community - many of whom are comcast customers and live in breathe in twitter, so speaking to comcast where they live and breathe is a dream come true. A twitter friend urged me to ask Frank about my problem and I heard back from him in under 10 minutes. He personally resolved my problem in under 24 hours, via 140 characters and a couple of follow up emails.

I applaud Comcast for being an example of how to be a valued Brand/Corp in community. You'll keep my business.

I am freshly back from Travelcom 2008 in Chicago, where I was invited to join Yahoo's panel discussion of quantifying the social media behavior of online travelers. I was invited by Yahoo's Brad King, who heard about me through Forrester's Sarah Rotman Epps, whom previously interviewed me about Philadelphia's unique uwishunu social media campaign. Sarah analyzed our social media work for uwishunu and wrote about it as a case study for a new social media analysis model she/Forrester created (collaboratively with Compete Inc., I believe). Sarah used the uwishunu case study in this session and I was particularly pleased that she included the point that it was a team of people at GPTMC who made uwishunu and our social media tactics a success. A social media director is a great start for an agency or organization but it takes the dedication of a whole team to make it all work.

Also on the panel were Greg Saks from Compete and Aaron Cooper from Orbitz.

Pretty diverse group of us and it was an interesting discussion all around.
~*~
Of course, it wouldn't be a trip without a travel fiasco for me. I was caught up in the American Airlines debacle en route to Chicago. Fortunately, I had the sense to immediately call their 1-800 number as we all queued up to be rebooked and I secured one of the last seats out of Philly that night. Unfortunately, there was a lightening storm in Chicago, and my flight was forced to move on to Indianapolis, where we touched down for about an hour and eventually headed back to O'Hare for a very late arrival.

I arrived at the Hyatt Regency Chicago, a massive hotel complex, only to find that the day shift had allegedly made some mistakes with bookings that left me without my reserved room with a king-sized bed. Instead, this massive hotel complex told my tired and harried self that they had a sofabed room for me. Huh? Wha..?

Frankly, I was too tired to fight. I was too tired to hit the streets with luggage and a laptop and find another hotel after midnight. I was *speaking* at a conference in *this* hotel in the morning!

Unhappy but resigned, I sighed and asked if the sofabed was at least pulled out and made up for me. The front desk clerk assured me it was. So I schlepped with my luggage - not a bellhop in sight, even when I stepped out of the taxi at the front entrance - over a skywalk and to the West Tower.

Of course my key card didn't work for the elevator, luckily another guest arrived and his worked. I went up to my floor, 36 (the top floor, maybe there's a view!). I arrived at my floor, confused, because I stepped out and saw conference rooms. One said "Chicago Board of Trade" on it. Clearly this is not right. These aren't hotel rooms. Additionally, there was a group of security huddled around the body of a semi-conscious drunk man laying on the floor next to my room door.

Honesty, I didn't care about the drunk guy. I was TIRED. Get me a bed. I keyed into the room, and I found...a meeting room. Yes, you heard me, a meeting room. Two couches, neither are a pullout. Now I was pissed.

I called the front desk, explained my problem and they transferred me to a general voicemail for the hotel. I kid you not. I called back, asked them to please not transfer me again and explained there was no pullout in my room. The woman on the phone gaves me attitude, like I am making this UP! I asked her to just send a cot up.

The cot took about 20-25 minutes to arrive. In the meantime, I stepped into the hall and briefly chatted with security, who were still huddled around the unconscious drunk; then I fell asleep on the couch. The cot arrived with no pillows or blankets. The housekeeping man told me to take them from the closet. I found some musty pillows and blanket, wrapped a towel around the dusty pillow and used it. Basically, I reverting to tactics one might use in their 20's while staying in a European hostel.

At this pointed, I'd twittered the whole saga.

I used my phone as an alarm clock and hit the hay.

I will say, the Hyatt Regency Chicago charged me half price for the room and gave me a voucher for breakfast, but why didn't they find me a room in another Hyatt in Chicago? Or another hotel?

You can bet I won't stay at the Hyatt Regency Chicago again, even though the clerk at check out made me smile. After he apologized twice for the room ordeal, he looked at me and said, "Miss Heckenberger, I can only hope that the Eagles or the Phillies win a championship for you this year." I don't know how he knew I was from Philly, I checked in with my passport which identifies NYC as my hometown, but he won me over for a moment and I twittered that too;)

What's up, yo? You doing the "Social Media Rap"?

It used to be you knew you made it when you had a gay rumor spread about you. Now you know made it if you have a firefox plug-in. The latest plug-in to cross my radar blows me away - it's an anti-rickroll plug-in.

Now, this is a godsend if you are one of those people with idiotic friends who rick-roll you regularly, ie - spam you with links disguised as something you want to click on but instead direct you to a video of Rick Astley singing "Never Gonna Give You Up." (Note: you will not be rick-rolled in this post. I am over 30 and over the rick-roll).

Congrats to the sick individual who created the rick roll and rolled it out globally. You now have your own firefox plug-in blocker.

And Rick Astley, once again, retreats to the dusty annals of our minds.

These links are a day late (and a dollar short?) but who cares, I think they are effing genius!

Now, apparently, some of my twitter friends (that's YOU, Colleen Coplick!) are anti-Peep! I heart the Peeps! And NOT just because the company is based in the town next to where I grew up.

I mean, COME ON. Peeps are marshmellow/sugar goodness. They have a chance to rock it primarily once a year, although the website appears to be marketing other holidays for peep love. I'm down with that.

I'll tell you what else I am down with. Check this photo gallery of Peep diorama's the WAPO ran. Totally rad. But even more amazing? Check the PEEP online FILM FEST that YesButNoButYes hosted. Possibly one of the most amazing CGM brand executions I've seen online and ironically, I can't say Peeps was involved nor spent a single marketing dollar on this. That's Brand equity and loyalty at its finest. F'ing marshmellows! Microsoft or FOX will likely acquire Peeps in 2 days for multi-million, billion, quadrillion dollars;) Vampire bite widgets of Peeps are sure to follow.

But wait! here's the dopest of them all. Check it: