Just a quick heads up. Lots of talk about the use of social networking for business communication, and customer service. My sense is that people are making huge mistakes by not taking into account that social platforms do NOT function like other mediums. That is, psychological and communicative factors will affect effectiveness.

Here’s a brief comment I posted on SCRM – A Dead End.

I’m trying to get my head around definitions for social media in general, since almost everything on this planet is “social” if you want to be literal about it…so if anyone can provide links with good definitions…

The thing I’m focusing on re: social media in general and SCRM is the effects of the medium on communication effectiveness and quality of communication. It seems like many people aren’t recognizing the power of the medium to alter how people process information, both factual and emotional.

I’m going to be dealing with this over the next months in a special section on the Communication Resource Center at http://work911.com/communication/ but I’d really like to hear people’s comments.

How is the future of SCRM going to be affected by the psychological and communicative differences between social media and other forms of human communication (ie. phone, in person, email)?