Tag Archives: Twitter

Recent Twitter Update and Implications for Marketing

September 1, 2010, Twitter sent an email to users regarding two new updates to its service. I found the update about moving to t.co URL wrapping intriguing, especially this sentence:

When you click on these links from Twitter.com or a Twitter application, Twitter will log that click. We hope to use this data to provide better and more relevant content to you over time.

This signals more than providing protection against malicious content (which is important) and to provide better content for users. Rather, by “logging the click,” I see this as part of Twitter’s continued efforts to provide value-added services and data tracking for corporations:

  • Measurement and Analytics: The click-through rate will help with Twitter’s “Resonance” rating. While the resonance rating is part of Twitter’s Promoted Tweets campaign, there is value to provide companies – small, medium and large – access to this data, similar to a Google Analytics dashboard. Maybe Twitter can provide an entry-level offering with minimal information and then charge for for more analytics and optimization options.
  • Content Creation: One type of intelligence is understanding how your audience consumes and distributes the content. By analyzing these patterns, you can gain insight into the types of content that your audience is seeking. You can then develop a content strategy to reach and connect with your tareted audience segments.
  • Influencer Relations: By combining Twitter’s retweet information with the t.co click-through data, you can better identify influencers within your social graph. These would be individuals whose followers not only retweet content but also takes action via click-through information. 


I’m curious to see what future developments will be introduced (or maybe acquired) by Twitter to enable individual and corporate brands to optimize their presence on Twitter. And whether or not these services are complimentary or competitive to companies like Radian6.  What do you think? Anything I’m missing?


Social Media and Customer Service


I noticed this series of tweets with Chris Heuer, Social media Club Founder, on Twitter the last couple of days.

Before I continue, I do want to disclose that I was previously employed with the company that Chris is referencing in his tweets. The purpose of this post is to solely highlight the increased use of social media for sales, customer service, and customer feedback.

Now back to where I was headed =) In the past, most of these sales and customer support activities were done out of the public eye either through customer advisory boards, email customers surveys and other communications methods. However, as more potential and current customers seek information from trusted sources, that is our social graph and friend networks, these previously “secret” processes are being brought to the surface.

From a sales perspective, I recently wrote about the pros and cons of using Twitter for sales prospecting.  In this case, we are now seeing how one has to be careful with connecting with customers with social media, especially with someone like Chris who has over 10,000 followers. Here are my recommendations for engaging with prospects or customers via social media:

  1. Acknowledge the Person’s Feedback: In this case, Chris was unhappy with the amount of time it took for a response and when he was finally contacted, the level of understanding for his business. By recognizing these two points, the company would have acknowledged their mistake. As Alli Gerkman wrote recently, “Sometimes ‘Sorry’ is the Best PR”
  2. Take It Offline: The first tendency is to want to respond via social media to tell your side of the story. While I would have also responded via Twitter back to Chris, my message would be about connecting offline. This way, you demonstrate that you are listening online and being proactive.
  3. Personalize the Brand: I realize there is a lot of discussion about having a “corporate” brand on Twitter vs personal ones. I strongly believe that a corporation should have a corporate brand. With that said, I have also recognized the value of “personalizing” who is managing the Twitter feed. And so your corporate brand isn’t associated with anyone person, you can say that the marketing team or a couple people are responsible for the Twitter feed. In this case, I am unsure who is responding back to Chris.

These are just a few of my ideas – what do you think?

 UPDATE: The company subsequently sent a tweet to Chris apologizing with a plan to call him today.

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Using Social Media for Customer Support – three things to consider by @csalomonlee: http://bit.ly/UnRQs

Sourcing Leads from Twitter: Good, bad and ugly

tweetleadThis morning, I sent out a tweet asking for feedback about press release newswires. A few hours later, I received an email from a company regarding news monitoring service. To protect the innocent, the email started:

Cece, thank you for your interest in [company]. Here’s some basic information

I was a bit confused as I 1) didn’t recognize the name of the company or person and 2) didn’t remember downloading/submitting anything related to news monitoring. Curious, and partially to keep a mental note for future reference, I asked how I demonstrated interest in the company. The response?:

Forgive me Cece, I meant to send this to you referring to your posting on Twitter but failed to.  We monitor mentions of the newswire services and your posting was sent to me as a lead.

Interesting and scary at the same time. While I do see Twitter becoming a real-time source for sales leads, especially when directly related to your product and services, I think there are some best practices to follow:

  1. Reference Source: As the sales person acknowledged, he/she forgot to highlight that this was based on my Twitter posting.
  2. Relevancy: My initial request was feedback on newswires – not media monitoring. It seems like any post with certain keywords are being forwarded as prospective leads which leads me to
  3. Context: Be sure to understand the context of a person’s original tweet
  4. Tweet Me, Don’t Email Me: This is where the big brother part freaked me out. Yes, my email address is on my blog but I used Twitter for a reason. I wanted to get feedback from Twitter. Unless you’re a friend of mine, I don’t expect a response via email from a stranger – Side note – I don’t anticipate a sales person to go through the effort of gonig to my blog for email and since I don’t have it on my Twitter profile…how did he/she get my email?!
  5. Add Value: To me, Twitter is about engaging in a conversation or seeing what my friends/contacts are doing. If you want to respond to me, add value to the conversation.

In the end, just because you track down a possible lead on Twitter, Linkedin, or some other way, there are certain best practices that sales folks need to practice. What do you think? Any other tips for marketing folks mining social media for sales prospects?


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Cut and paste this: Twitter used for sales lead prospects – 5 tips for doing this well by @csalomonlee: http://bit.ly/ilL0X

Blocking Your Twitter Followers

twitterDuring Web 20 I had a very interesting conversation with John Welsh of UMB Live. He mentioned (and has a post) that he blocks anyone not directly related to social media and his direct interests from following his tweets. This is in direct contrast to the recent CNN and Ashton Kutcher race to 1 Million followers.

For John, this enables him to know exactly who everyone is and provides a higher quality community. While this makes sense I’m not sure about blocking everyone. In my case, I don’t mind who follows me as this doesn’t IMPACT me versus if I “followed” all of these folks.

What is you goal?

I think it comes down to what your goal is. For John having higher quality is important. For a celebrity like Ashton this provides a direct link to his fans. For me, my goal is to educate people on marketing, public relations and social media.

For B2B Businesses I think you have to strike a balance. I would recommend blocking any blatant “spam” accounts and being selective on who you follow.

But my competitors…

Some have asked about blocking competitors. While you can block them from following you, you can’t stop them from searching on you and getting those updates. In the end, Twitter is a public avenue for connecting with people and engaging in an open dialogue. I think private Twitter defeats that purpose.

If you’re concerned about competitive issues, then don’t use Twitter.  That’s frankly what instant messaging and email are for.

Conclusions: Block with a strategy in mind

As with everything you need to fully consider your strategy for Twitter and how blocking followers with this. Furthermore, blocking may have a negative impact if you accidentally block someone from your target audience. I’m going to take the conservative approach. I will begin blocking anyone blatantly a spammer (britneyspearsbuzz watch out!) but will keep everyone else.

What do you think – to block or not block is the question?

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All content copyright Cece Salomon-Lee, Creative Commons Attribution-Noncommercial-Share Alike 3.0 Unported, with the attribution: By Cece Salomon-Lee, PR Meets Marketing, and a link to the post.

Revisiting PR Firms and Social Media

The response to my post on which PR firms hasd a social media presence was, well, more than I expected. My post received 66 comments while Jeremiah Owyang’s post had 47 comments. When reviewing the comments, you could see two audiences emerging:

  • those who believe that you have to practice what you preach and

  • those who believed that corporate presence wasn’t as important as much as the work that was done for clients and the individual participation within those firms


Regardless of which camp you belong to, the discussion resulted in the creationing of a wiki to allow PR firms to proactively update their profiles. To the A few firms that did proactively update their profilesm thank you. To those who haven’t yet, why not?


Overall, here is the breakdown:


  • 109 firms are on the list

  • 50 firms have blogs

  • While 38 firms have corporate Twitter profiles, 5 firms deferred to individuals versus corporate Twitter. In total, 13 firms had individuals participating on Twitter.

  • 47 firms had a Facebook presence, while 38 had LinkedIn

  • 16 firms have started using Flickr, YouTube and Second Life


So, who else is missing from the list? Go to http://prfirmssocialmedia.pbwiki.com to make the udpates.


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All content copyright Cece Salomon-Lee, Creative Commons Attribution-Noncommercial-Share Alike 3.0 Unported, with the attribution: By Cece Salomon-Lee, PR Meets Marketing, and a link to the post.


Response to Comments regarding “Would YOU Trust a PR Firm without a Social Media Presence with Your Social Media Programs”

There has been quite a bit of discussion from the original post and on a post by Jeremiah Owyang titled “Walking the Talk: Some Agencies and Vendors Demonstrate Social Media Prowess,”. I honestly didn’t think that my initial effort would generate such discussion, which I think provides a lot of fodder for thought.


I do want to provide my perspective on one aspect of Jennifer Leggio’s comment:

Client service comes first, always. Yes agencies should strive to have a presence of their own but not having a presence on Twitter or LinkedIn for their corporation is not a good measurement — at all.

When reviewing Jennifer Leggio’s post “Is ‘social PR’ for real?”, this paragraph resonated with me:


Agencies need to work hard to ease their clients’ or potential clients’ minds by showing hard metrics of how social programs have worked for other clients. There is also more justifiable pressure on marketers as a whole to demonstrate ROI from social media programs. Clients should start requiring these types of ROI metrics or case studies and not take “this is a new practice” as a valid excuse for the agencies not having proof points. The agency at the very least should be able to show how it’s built its own brand / the brand of its people through social media.


I do agree with the position that a PR agency having a social media presence is not necessarily a barometer of how that agency can deliver results for clients using social media. However, I will argue that an agency’s ability to use these tactics/strategies to build awareness and industry expertise demonstrates understanding of the pressures that clients face and their objectives. This includes increasing incoming sales leads, communicating with key customers, building thought leadership, reaching key audiences, etc.



Besides this particular point, I want to add the following:

  • I recognize that individual contributors are just as important as corporate brands. I will still assert that corporate brands will be just as important for establishing brand awareness and thought leadership

  • With that said, how one participates in social media can be dictated based on one’s audience and goals. I strongly believe that having a presence in the right avenues helps to drive an agency’s lead generation efforts

  • Since I was laid off, I decided to do this research out of curiousity. I knew it would take time and spent a several hours over a two week period to “research” the original list. As I was doing this myself, I acknowledge that I may have missing or incorrect information. As such, I appreciate those who have provided updates in comments or emails to me. I have updated the table accordingly.


And finally, as this endeavor is much bigger than I originally anticipated, I have set up a public wiki for agencies and the community to make updates directly.


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All content copyright Cece Salomon-Lee, Creative Commons Attribution-Noncommercial-Share Alike 3.0 Unported, with the attribution: By Cece Salomon-Lee, PR Meets Marketing, and a link to the post.


Would YOU Trust a PR Agency Not Involved in Social Media with YOUR Social Media Programs?

A lot of PR firms are stating that they have social media capabilities and can help develop your strategy in this arena. So I thought, how many are actually practicing what they’re preaching?


I decided to see which PR firms were actively participating in social media. [update 2/20/09] I initially evaluated PR firms listed on O’Dwyer’s list of top 100 independent PR firms. This list was based on worldwide fees for firms with major US operations. As such, some prominent firms, such as Ogilvy & Mather, Ketchum PR and others. Since this post was published, the list has been exanded to include firms that have proactively included information in the comments or email. It is now sorted alphabetically and includes different types of firms, such as IR, healthcare and technology.


Some points to keep in mind:

  • I looked at if the agency had a blog, Twitter profile, Facebook page (both group and/or fan), LinkedIn Group

  • While there are individuals within each agency who have great online presences, I was seeking corporate presence. So some fields may be marked as “none” as a result

  • And since I did this myself, I was trying to maximize my time:

    • I didn’t categorize the type of PR each firm did – I took the list at its word

    • If the blog wasn’t listed on the home page or easily found via a sitemap, I assumed there was none or you don’t really want me to find your blog

    • I searched on the agency’s name or common abbreviation as presented on their website. Anything more exotic or too cute, would not have been found

    • For Twitter, I used Twitter search or tried to manually type in what seemed like an appropriate Twitter handle

    • I used the group search functions found on Facebook and LinkedIn respectively

    • I decided not to look at other sites like delicious, slideshare.net, flickr, etc., frankly, because I was doing this myself =); however, I did include it if the agency made it easy to find


Interesting Findings:

  • Almost all of the agencies did NOT link to their profiles on Facebook, LinkedIn, Twitter, etc. from their website. I would’ve expected this on their Contact Us page or linked from the Blog but this was very rare.

  • While those who had blogs did a good job of putting the blog link front and center on the home page, some were too cute and hid the link under a different section of the website. If you’re one of these agencies and I found your blog regardless, it’s because it was listed on your site map.

  • 39 agencies had blogs; 28 had Twitter profiles with one having a hashtag but no Twitter profile; 35 agencies had Facebook Group pages with two establishing fan pages; and 25 had LinkedIn Group pages while two created company pages


So let’s see how this little experiment works. If you’re a PR agency and I have incorrect information, please provide the corrections below or write a post that links back. I will then update the listing as quickly as I can. And if you have accounts with Flickr, YouTube and Slideshare.net, let me know.


But If you don’t have a social media presence, tell me why. I want to give folks the benefit of doubt. I was able to format the list into a table below captured the list in a jpg (couldn’t get it to format correctly, sorry!) or you can download a pdf version of this list. visit the public wiki and make changes to the table.


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Table of PR Firms and Social Media Presence

Update: 2/19/09 – This table was updated to be in alphabetical order, includes additional PR firms not on the original list, and eliminates “none” from the table. You can also visit the PR Firms Social Media Public Wiki to make changes.


PR Agency

Corporate Blog

Corporate Twitter

Individual Twitter

Facebook Page

LinkedIn Group


5W Public Relations, New

CEO Blog


Ronn Torossian’s Group (469 members), 5WPR Group (5 members)


YouTube Page

Access Comms., San Francisco

The Access Point and PR Measurist

@AccessPR: 14 followers


Corporate group page

Current and former employees


Airfoil PR, Inc., Detroit

Airfoil Public Relations

@AirfoilPR – 15 followers



Allison & Partners, San Francisco

updated 3/10/09
@AllisonPR  30+ indiviual feeds  Corporate Group Page

YouTube Page


APCO Worldwide, Wash., DC

Unable to find blog

@APCOJobs – 2 followers (protected account)


A few groups for summer interns but no corporate page

APCO Alumni


Atomic PR, San Francisco




Bader Rutter, Brookfield, WI


Former employees page



Bender/Helper Impact, Los Angeles


BHI Alumni Society



Bite Communications, San Francisco


@BitePR: 340 followers; @bitesweden


Bite Communications US – HR, Bite Communications UK – HR, Bite Communications is HIRING!, Bite Sweden, Bite Alumni

Company LinkedIn page

YouTube Channel; Flickr

Bliss PR (formerly Bliss Gouverneur & Assocs.), New York


@BlissPR – 0 followers



Burson-Marsteller The Burson-Marsteller Blog @bmdigital and @bmglobalnews   B-M on Facebook LinkedIn Group Social media spaces on the Digital Perspective Blog

Capstrat, Raleigh, NC

Filed Notes


update 5/10/2009 @rharris, and others:

Capstrat Friends


Cerrell Assocs., Los Angeles



Comms. Strategies, Madison, NJ



Consensus Planning Group, Los Angeles

The Front Porch – hyperlink wasn’t working



Cooney/Waters Group, New York



CooperKatz & Co., New York

What’s New



Coyne PR, Parsippany, NJ


@CoynePR – 106 followers


Corporate group page

Company Page

YouTube Channel, Flickr Channel

Upated: 2/22/09 Crenshaw Communications, New York

(Formerly Stanton Crenshaw Comms. — On Feb 9, 2009, became Crenshaw Communications. I have focused only on this brand for the search.)


@CrenshawComm – 1 3 followers


Corporate group page

Company Page


CRT/tanaka, Richmond, VA

What we are thinking about

@CRTTanaka – 25 followers


Corporate group page

Friends of CRT/Tanaka and CRT/Tanaka Public Relations and Marketing


Cubitt Jacobs & Prosek, Stratford, CT

Clever Witty Quick


Corporate group page

CJP Client, Employee and Alumni Group


Cushman/Amberg Comms., Chicago


Corporate group page



Dan Klores Comms., New York



Davies Murphy Group, Burlington, MA



Davies, Santa Barbara, CA


Corporate group page

Employees and Clients Group


Development Counsellors Int’l., New York

DCI Dialogue


Development Counsellors International Group Page


Dye, Van Mol & Lawrence, Nashville, TN



Edelman, New York

Speak Up, Pioneer Thinking

Multiple: @EdelmanDigital, @EngageinHealth, @EdelmaninMIA, @EdelmanDE, @EdelmanSweden

@steverubel, @philgomes, @rickmurray, @marshallmanson, @luebue

Edelman Groups for China, Edelman Change and Employee Engagement, Edelman Poland, and Edelman Australia Alumni

Past & Present Edelman Employees


Edward Howard & Co., Cleveland


@EdwardHoward – not sure if this is for the agency. 0 followers


Corporate group page



Formula PR, San Diego


Formula PR Group


French|West|Vaughan, Raleigh, NC


French/West/Vaughan Alumni

Has a Second Life office

Gibbs & Soell, New York



Gregory FCA Comms., Ardmore, PA



GYMR, Wash., DC


Alumni Page



Hager Sharp, Inc., Wash., DC



Healthstar, New York – could not get to the website



Hill & Knowlton

Collective Conversation Blogs



Hunter PR, New York



ICR (formerly Integrated Corp. Rels.), Westport, CT

ICR Blogs – seems to be several topics under one URL

@ICR – no followers



Imre Comms., Towson, MD



Intermarket, NY



Jackson Spalding, Atlanta



Jasculca/Terman & Assocs., Chicago



Kaplow Comms., New York


Kaplow Global



KCSA Strategic Comms., New York


KCSA Worldwide Interns



KGBTexas Public Relations / Advertising , San Antonio Texas


@Kgbtexas:238 followers



Kwittken & Co., New York



LaunchSquad, San Francisco, CA

(updated 2/22/09) What’s New, Exclamation Blog, Green Amy, Searching for Savvy

@launchsquad – 215 followers  @jmandell @throck @brettweiner @sistaklein 

Corporate Group Page

Company Page

YouTube Page

L.C. Williams & Assocs., Chicago



Levick Strategic Coms., Wash., D.C.

Bullet Proof

   update 5/10/09




   LinkedIn Page


Lewis Public Relations, San Francisco

Lewis 360

@Lewispr – 50 followers


Corporate group page

Lewis Global Public Relations Group


Linden Alschuler & Kaplan, New York



Lippert/Heilshorn Assocs, New York



Lois Paul & Partners

Beyond the Hype


@Tweismann: 217 followers

Corporate group page



Lou Hammond & Assocs., New York



M Booth & Assocs., New York

FWD Thinking





M. Silver Assocs., New York

M. Silver Associates Blog



Makovsky & Co., New York


Mckovsky + Company Alumni Associaton Group

Mckovsky + Company Alumni Association


Maloney & Fox, New York



Marx Layne & Co., Farmington Hills, MI

Responsive, Individualized Results

@Marxlayne – 16 followers


Corporate group page

Marx Layne & Co Small Business Development Forum


Matter Communications, Boston



McNeelly Pigott & Fox, Nashville, TN


Corporate group page

MP&F Group page


MCS, Bedminster, N.J.



Merritt Group, Reston, VA

Merritt Blog

@MerrittGroup – 65 followers



Morgan & Myers, Jefferson, WI



New Media Strategies

NMS Blog

(update 2/22/09)


NMS has several employees who participate in social media.  NMS Fan Page NMS Group Page on LinkedIn

Delicious, Flickr, YouTube, FriendFeed 

New West, Louisville, KY

new.west blog



Padilla Speer Beardsley, Minneapolis

The Lead


Current and former employees


Page One PR, Palo Alto, CA

The Page Wonders

@Pageonepr – 109 followers


Corporate group page

Company LinkedIn page

YouTube channel

PAN Communications, Andover, MA


@PANcomm – 74 followers



Peppercom, New York

Reason Enough



Pierpont Comms., Houston


@PierpontCom – 98 followers



Porter Novelli

Multiple blogs

@porternovelli, @pndigital, @pn_atx, @marjinalpn, @pn_chile, @pn_uk


Corporate group page

LinkedIn Alumni Group, and group for our London office

Flickr, Delicious

Public Communications, Chicago


@PCI – 0 followers



Qorvis Comms., Wash., DC

The Q

@Qorvis: no followers


Corporate group page



Quinn & Co., New York


@Quinnandco – 225 followers



Rasky Baerlein, Boston

   update: 5/10/09 @betsykelly
 Rasky Baerlein Strategic Communications    


rbb Public Relations, Miami


Careers Page



Regan Comms., Boston



RF | Binder Partners, New York


RF/Binder Partners


Rogers Group, Los Angeles


The Rogers Group Employees, Past and Present


Ron Sachs Comms., Tallahassee, FL

Several blogs – Ron, Michelle, Ryan, Alia and Sachs



Ruder Finn Group, New York

Ethics Blog, (Updated 2/22/09) Left Brain, Right Brain, RF Voices, Communicating Promise (Middle East), Dot Org (UK), Dot Comms (UK)

@RuderFinn – 2 followers, @RuderFinnUK – 207 followers


Four group pages for China, Healthcare Group, Israel and corporate



S&S Public Relations, Glenview, IL

public relations evolved

@SSPR – 40 followers



Schneider Assocs., Boston


Internship Page and Intern Group



Schwartz Comms., Waltham, MA

Schwartz Blog

@Schwartz – 0 followers (protected account)


Corporate group page



Shelton Group, Dallas –



Shift Communications, Brighton, MA

PR-Squared, slice snackable PR


Group Page


Spark PR, San Francisco

sparkpr blog

  updated 3/12/09 @ paulasantos

@ donnasokolsky














Corporate group page

 Sparkpr Company Profile


Spectrum Science Comms., Wash., DC

The Spectrum Blog

@SpectrumScience – 48 followers


Groups for the company, Summer 2008 and Staff

Spectrum Science Communications Group


Spring O’Brien & Co., New York



Sterling Communications, Los Gatos, CA


@SterlingPR – 108 followers


Corporate group page

Company Page

Upate (2/22/09) Delicious, Flickr, FriendFeed, YouTube,












Taylor, New York /



Text 100 Int’l., San Francisco

HYPERText, London, Sydney, Malaysia

@Text100: Over 600 followers


Hong Kong, London, Madrid 1, Madrid2, Bangalore

Text 100 Alumni

Second Life

The Edison Group, Atlanta


Corporate group page

Company Page


The Hoffman Agency, San Jose, CA

Ismael’s Corner



The Horn Group, San Francisco

Brass Tacks

HornGroup – 3 followers


Several groups for PR

Horn Group Alumni


The Jeffrey Group, Miami



The Standing Partnership, St. Louis, MO

Where do you stand?


@Susanisk: 668 followers

Corporate group page

Standing Partnership Group Page


Vollmer, Houston



Waggener Edstrom, Bellevue, WA

Multiple blogs written by several individuals

@WaggenerEdstrom – 513 followers


Fan page, Careers With Waggener Edstrom

Waggener Edstrom Worldwide


WeissComm Partners, San Francisco



Widmeyer Comms., Wash., DC


Corporate group page



William Mills Agency, Atlanta

Financial Industry Marketing Blog

@Wmagency – 34 2 followers (updated 2/22/09)

 Multiple…Pres  Scott Mills’, Network Facebook Group  Corporate Group Page


Winning Strategies PR, Newark



Wragg & Casas PR, Miami



Zeno Group

Zeno | acropolis


Corporate group page



technorati tags: PR PR Agency PR Firm Public Relations Social Media Twitter Blog Facebook LinkedIn
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All content copyright Cece Salomon-Lee, Creative Commons Attribution-Noncommercial-Share Alike 3.0 Unported, with the attribution: By Cece Salomon-Lee, PR Meets Marketing, and a link to the post.