You’re right. What is said/written online lasts forever. For business owners, if they’re wise, they’ll take care of problems BEFORE their customers decide to take it to the web. Once that happens, damage control only becomes more difficult. Sadly, a problem can be resolved, but due to the nature of the web, others who read about it might think it happened yesterday.

I have to disagree with you on the point of “we know intellectually that “the internet never forgets.” The point I beg to differ on the definition of “we”. The “tech savvy” may understand this fact- but I know from experience that the non-techies whom I service really don’t “get” it.

They don’t “get” that what they write today will definitely be hear tomorrow and beyond… especially the stuff shared via Facebook, Twitter and Myspace!!!

I think there are precious few “regular” folk who understand the permanence of what is going on here. There are way too many people acting like the information shared via social media is ethereal and transient – and it’s not!

The other day, I heard a radio show host promising “confidentiality” for callers who wanted to confess their infidelity on air. He then suggested that if they didn’t want their voice to be heard – they could just connect with him on Twitter.

HELLO! If you’re afraid your voice will be recognized during a 30 second “here and gone” moment on the radio – you should instead share this sensitive information via Twitter?

Social media is revolutionizing the web. What was once a community of “web smart people” is now growing to include people who really don’t understand the “rules” of the game known as the web. It’s definitely interesting to watch the impact making the web “user friendly” is having on the world!

I think your continuing point about social media having permanence is something that people (including me for that matter) are still wrapping their heads around.

That is, we know intellectually that “the internet never forgets,” but the full impact of that fact on our image, our business, our relationship to our customers and our relationship with potential future customers — that’s an effect that I think we don’t understand well although you’re continually making it more and more clear for me.

It’s not just that it’s permanent, as you say it can continue to grow and change and evolve and affect people. Scary yet exciting.

I’m looking forward to more about the impact that has, what we can control about it, and how to just “deal” with it. Thanks!

Leah, welcome!

Betsy – YEAH! Verb creation rocks!!!
You did a GREAT job of illustration BOTH sides of social media – you’ve got a “rant” and a “rave” in the same blog.

When bean counters get involved in blogging – they start measuring the conversion of RSS subscribers into sales. Sigh. They just don’t get it!

Sara – I too was amazed how quickly the pest control company was there to defend themselves. Like I said, I give them kudos for that. The thing is – companies need to remember that those “faceless” customers might be bloggers. As I mentioned above, those “rants” have staying power when they’re unleashed online!