Hubspot's 2010 "The State of Inbound Marketing Survey" found that:

• 77% of Internet users read blogs


• Blogs yield an average ROI of 600%


• Companies that blog have two times the number of inbound links versus companies that don't


• 46% of companies with blogs have...

Not long ago, I was asked to give a presentation on crisis management to a group of "seasoned" professionals. As a history enthusiast, I racked my brain to find an analogy that would illustrate the magnificent changes that were taking place in communication. My mind finally landed on the

Someone recently asked me what I thought of BP's handling of the gulf oil spill, and I had to admit, I didn't have an opinion. At some point in the news cycle, I simply quit paying attention.

I quit watching television about three years ago. Not for any philosophical...

I spent nearly 10 years of my professional life apologizing.

"I'm sorry your flight was delayed."
"I'm sorry your bag did not arrive as scheduled."
"I'm sorry that your flight attendant wasn't as helpful as he could have been."

Then there are some of the more memorable...

When I began doing social media for Southwest Airlines in 2006, it was just me and my buddy Brian Lusk trying to find time to manage a corporate blog in addition to our full time jobs. When I left, nearly five years later, we...

I first learned about QR coding a few years ago, and then I didn't hear a peep about them again until recently. Now, finally, they appear to be making a surge. I sat down with Mack Schwab of Louisville-based Block5 to get his take on the past, present...

In 2006 the responsibility of Southwest Airlines' social media efforts fell into my lap. I knew nothing about social media at the time - I didn't read blogs, Twitter didn't even exist, and I playfully mocked a couple of ex-boyfriends who were on MySpace. But, with my new assignment, I...