Make Marketing History: The Top 5 Made-Up Words Of Web 2.0.

I've just come across John Dodd's fine blog Make Marketing History, which has some extremely straightforward and sensible comments on social media and the like. Starting with:

Conversation
It's a metaphor folks. It doesn't mean that your customers want a conversation with you. They generally want a quiet life without unwanted noise from you. They want the ability to interact with you on their terms, they want you to listen and, most crucially, they now have the ability to have a conversation about you when you screw up. Your focus should be on listening and not screwing up rather than having a conversation.

Make Marketing History: The Top 5 Made-Up Words Of Web 2.0.