Twitter Business Center Ushers Customer Service into the Age of Engagement

As the social media phenomenon continues to guide and enrich web engagement strategies, more and more companies are responding with holistic touch points for their customers. Twitter’s rendition, called the Twitter Business Center, allows businesses to interact with their customers even if they're not following them.

Features Coming Soon…

Don’t get too excited just yet—Twitter’s business center is still in beta. Presently only a few chosen companies are able to enjoy the new features, which include:

Contributors Tab: The Contributors tab will streamline the tweeting process by enabling multiple users to access the account and tweet on the company’s behalf.

Verified Business Accounts: Previously only available to individuals, Verified Twitter accounts aim to assist in building trust between businesses and their customers. Now consumers won’t have to wonder whether the company they’re interacting with on Twitter is really the company, or just someone pretending to be affiliated with them.

DM Customers You’re Not Following: This is the biggie, especially for businesses with a large audience on the micro-blogging platform. Without requiring followership in order to communicate privately, Twitter is expanding the number of opportunities for interaction. Customers will be able to build a rapport with the brands they care about, and businesses can conduct customer service without it being in the full view of the public.

The feature is optional, of course, so if for any reason you’d rather not have customers contacting you directly, you don’t have to.

via Twitter Business Center Ushers Customer Service into the Age of Engagement.

Google Goggles Now Supports Translation | PCMag.com

Google Inc.
Image via Wikipedia

Google Goggles, launched last year, is one of the new wave of augmented-reality apps that combine a smartphone camera with a layer of data, giving you more information about what you’re seeing.

So far, the AR apps have tended to focus on visual interpretation of objects (the Statue of Liberty) or interpreting text (such as titles of books, that can then be searched for to find the lowest price). Google’s Goggles has now been upgraded to version 1.1, and to take that text and translate it into another language.

The new version requires Android 1.6 and higher.

The new version of Googles (available via the Android Market app) can read text in English, French, Italian, German and Spanish and translate it into a variety of other languages, according to Google. Don’t want the entire block of text converted? Goggles now allows you to highlight a block with a built-in crop tool and use that as a selection mechanism.

via Google Goggles Now Supports Translation | News & Opinion | PCMag.com.

Don’t Tell the Court “Keine Rechtsprechung” | Joshua Gilliland – JDSupra

In Accessdata Corp. v. Alste Techs. Gmbh, 2010 U.S. Dist. LEXIS 4566 (D. Utah Jan. 21, 2010), a United States based company entered into a contract with a German company to sell electronic discovery forensic software in Germany. Litigation followed after the German Defendant failed to pay the Plaintiff for software sales. The Defendant objected to producing electronic discovery of third parties based on German law and the Hague Convention.

via Don’t Tell the Court “Keine Rechtsprechung” | Joshua Gilliland – JDSupra.

E-discovery challenges in China | Lawyers Weekly

A complicated international anti-dumping case brought several U.S. lawyers and a team of e-discovery experts to a large industrial town in northeast China. They had come to interview senior executives and conduct a search of paper and electronic records at a major pharmaceutical company.

During negotiations for the trip, the company said the team was more than welcome to speak with anyone they wished to meet and that access to records would be granted willingly. What transpired once the team arrived in China, however, was considerably different.

To begin with, their hosts seemed disinclined to get down to business. On the first day, they insisted on giving a tour of the large plant. It was long and far too detailed for the team’s interests. Having everything translated only added to the ordeal.

After the tour ended, the hosts suggested everyone go to lunch. The lead lawyer politely declined, despite the urging of her translator to accept. The lawyer asked, instead, to begin the discovery process. “I would like to begin by taking a copy of your hard drive,” she said to the company’s CEO.

Although the CEO didn’t say no outright, it was obvious this request made him quite upset. Rather than discuss the matter further, he changed the subject back to the luncheon invitation. “We can eat and have something to drink and get to know each other,” he said.

“He’s got something to hide,” one of the lawyers said to his colleagues. Although he had made this observation in an aside, it was loud enough for the CEO’s translator to hear.

There was a growing tension in the room, which was especially felt by a North American consultant the pharmaceutical had retained to assist with the discovery process. Fluent in Chinese, he suggested everyone take a break.

During the break the consultant explained that cultural differences were causing unnecessary conflict.

In China, he explained, most executives (and all employees, for that matter) use work computers also as personal computers. “The CEO’s computer will have all his personal e-mails on it. Also, his banking and his children’s homework — and who knows what else. When you asked to take a copy of it, to him, it was like asking for a key to his house and going into his home and looking around. Don’t confuse his reluctance to just let you do this with evidence of guilt. That would be a big mistake.”

“Doesn’t he have his work e-mails on a different system than his personal ones?” the consultant was asked. “No,” the consultant replied. “He uses a hotmail account for all his e-mails.”

The consultant explained that in China, it’s not uncommon — in fact, it’s the norm — for people at all levels in a company to use hotmail, Yahoo and other free e-mail providers for business and personal correspondence.

It’s typical, he added, for company computers to be shared by many people. As a result, it’s much harder to identify who specifically might have sent an e-mail if it originated on a communal machine.

Because of the communal usage, passwords and other login features, as commonly seen in North America, might not even be employed. Or, if used, a password was likely known by everyone, rendering it meaningless. “People in China tend to work for the same company for many years, if not for life,” he said. “They are far more of a family than what you encounter in a U.S. firm.”

via E-discovery challenges in China.

Google Changes Name to Topeka?!

Early last month the mayor of Topeka, Kansas stunned the world by announcing that his city was changing its name to Google. We’ve been wondering ever since how best to honor that moving gesture. Today we are pleased to announce that as of 1AM (Central Daylight Time) April 1st, Google has officially changed our name to Topeka.

We didn’t reach this decision lightly; after all, we had a fair amount of brand equity tied up in our old name. But the more we surfed around (the former) Topeka’s municipal website, the more kinship we felt with this fine city at the edge of the Great Plains.

In fact, Topeka Google Mayor Bill Bunten expressed it best: “Don’t be fooled. Even Google recognizes that all roads lead to Kansas, not just yellow brick ones.”

via Official Google Blog: A different kind of company name.

Yes, readers, it is 01 April.  Thankfully even mega-corporations still have a sense of humor!

Don’t lose sleep over U.S. e-discovery nightmares

Broadly speaking, there are two major differences between general Canadian practice and the U.S. federal rules, said Maddex.

One is the scope of discovery. “In the U.S., you can ask for pretty much anything, which is why e-mail has become such an important problem there,” he said. But Canadians “don't have that same problem because the scope is narrower.”

For example, in the U.S., a company may be asked to file through its entire database and produce everything it has, which could be billions of e-mail messages, he said. “The cost to go through that and figure out what you need and what you don't need to provide is extremely expensive,” he said.

Second is the duty to disclose. “In the U.S., parties have the right to compel the other side to produce whatever they ask for, whereas here in Canada, by and large, litigants have an affirmative duty to search their own records for themselves and produce what they think is relevant,” he said.

Canadian businesses and individuals are required to keep certain records, but this is governed by specific legal requirements like tax laws, he said. “Other than that, you have no real obligation to keep anything,” he said.

via Don’t lose sleep over U.S. e-discovery nightmares.

Google, Viacom Don’t Hold Back in Dueling Motions – Law Blog – WSJ

We find pretty amusing this notion that a bunch of Viacom employees secretly uploaded hordes of their own copyrighted videos to YouTube in order to bolster their copyright lawsuit against YouTube’s parent company, Google.

We have no idea if it’s true, of course, but the allegation is out there, as of Thursday.

In dueling summary-judgment motions unveiled Thursday in the long-running, heated battle between Google and YouTube, some new intriguing allegations were revealed. Among them, that Viacom that Google’s YouTube unit had sought to exploit copyrighted works for profit, and, yes, that Viacom itself had secretly uploaded copyrighted clips it later demanded YouTube remove. Click here for the WSJ story; here for the NYT story; here for Google’s summary judgment motion; here for Viacom’s SJ motion. (We’ve got a clash of the legal titans here: Google is represented by lawyers from Wilson Sonsini and Mayer Brown; Viacom is repped by Shearman & Sterling and Jenner & Block.) The case is in front of New York federal judge Louis Stanton.

via Google, Viacom Don’t Hold Back in Dueling Motions – Law Blog – WSJ.

Twitter Weekly Updates for 2010-02-21

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E-Discovery Do’s and Don’ts of ‘Pension Committee’ | Law.com

JUDGE SCHEINDLIN’S ‘PENSION COMMITTEE’ CASE DO’S

Do issue written litigation holds. Litigation holds should be in writing and disseminated to the widest of audiences early. For prospective plaintiffs, litigation holds should be issued no later than upon retention of outside counsel. Litigation holds should explicitly instruct employees and potential custodians not to destroy records. Slip Op. at 12, 29, 33, 44, 47, 72.

Do search broadly. Preservation and collection of the records of employees who were key players in the events in dispute is a given. The failure to preserve and obtain records of employees with relatively minor or even redundant roles, however, could also be branded as negligent. Likewise, failure to collect the documents of former employees or those of individuals who may have changed jobs within the company can trigger unwelcome scrutiny. Slip Op. at 10, 49, 53, 58, 67-69.

Do supervise discovery adequately. Individuals well-versed in discovery responsibilities, such as in-house or outside counsel, should seize control of preservation and collection activities. Delegating these duties to an unsupervised, inexperienced assistant or paralegal, or affording employees the discretion to determine what should be maintained and turned over, can be problematic. Slip Op. at 28, 50-54, 65, 77.

Do chronicle discovery efforts contemporaneously. Keeping close track of one’s own discovery efforts — e.g., when preservation was mandated; what has been preserved; which custodians have had their files collected; what has been produced; why ostensible sources of discovery were not tapped — will be invaluably helpful if those efforts are later challenged by the opposition. Being able to pronounce with certainty that those efforts were diligent and thorough should minimize the danger of a discovery skirmish turning into an all-out battle before the court. Slip Op. 30-33, 54-57.

Do assume that oversights will be identified. Multi-front and multi-party suits carry unique concerns, as do actions where discovery is obtained by subpoena from non-parties. Adversaries can often track down the documents that should have appeared, but did not appear, in your production — or at least identify the gaps. Overselling the reliability of your collection and production, as plaintiffs did with glowing affidavits here, will only do permanent damage to your credibility before the court. Slip Op. at 32.

Do monitor and manage discovery, even in the wake of a stay. A discovery stay is not a release from discovery obligations. Discovery stays may be imposed for a variety of reasons, such as pending adjudication of a motion to dismiss implicating the PSLRA, or pending resolution of a related first-filed proceeding. Preservation of electronic or paper documents should not await termination of the stay, or lapse during the stay. Slip Op. at 47.

Do “anticipate and undertake document preservation with the most serious and thorough care, if for no other reason than to avoid the detour of sanctions.” Slip Op. at 25. In addition to facing sanctions, the plaintiffs here were forced to devote months and considerable resources to defending their discovery efforts — time and money that could have been better spent pursuing their claims against the defendants.

Do sweep all forms of ESI. Restricting preservation and collection to email inboxes is insufficient. An appropriately comprehensive discovery plan considers other sources, including central electronic and network files, personal computers on which employees conducted company work, PDAs, and backup tapes (when “such tapes are the sole source of relevant information”). Slip Op. at 43 n.99, 59-60, 70, 73.

via Law.com – E-Discovery Do’s and Don’ts of ‘Pension Committee’.

Twitter Weekly Updates for 2009-11-15

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