Let’s tell whiny, attention-seeking customers to grow up and use the correct customer service channels. Sometimes I toss and turn in bed at night and think about work. My career has focused on user engagement in digital for over ten years and it’s something I never get bored of. I find what people will share...

Back in April I wrote a column about why I thought it was a bad idea for HMV to invest in a Facebook Shop. The reaction to my piece was mixed so here we go again. Many of you agreed with me, but several did not – with the most vocal taking issue with my...

I started writing a very clever (but possibly boring) post for FutureBook last night – about the mechanics of perspective, and how we should use it to view the future of publishing in a new light – but then I got distracted by the hack on The Sun’s website. I used to work at The...

It was after the FutureBook Innovation Workshop a few weeks ago that The Bookseller cornered me in the pub. “You’re the girl that was rude about the book industry in New Media Age magazine,” they said. I took a slug of my drink and wondered if I should run away. “That’s me,” I admitted. I...

It’s easy being a new media age columnist. The job involves finding something ridiculous happening in digital – failing businesses using Facebook Shops, say – then ripping it to shreds with industry evidence and your own brand of clever. I get to look bright, people nod their heads in agreement. For a show-off like me,...