My company has been focusing a lot of effort on developing an integration, multi-channel communications strategy for 2010. We firmly believe that our marketplace consists of individuals who each may prefer IM, web searching, social media, blog, email, telephone and in-person communications.
There has been much discussion lately about which is more important. I am preaching that each is most important, depending upon the individual who is communicating with us.
Some people believe phone calls carry the highest urgency and drive the fastest response. Others prefer social media and IM because it is what they are most comfortable with.