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julespieri

Author Archives: julespieri

Founder and CEO of Daily Grommet.

  • Cranky comments: four lessons on how to deal with them

    With each Grommet launch, we open up a community discussion board with the Grommet's creator.  We recently had a very nasty comment that stopped me in my tracks.

    It was posted by the self-described "An Angry American."  He or she said:

    There are so many products in THIS country that need to be recycled, that I cannot understand why you would not want to give jobs to the unemployed here...This disgusts me....

    I do not wish you well with this venture....

    This barbed comment was in response to our story about a young company that is recycling food and rice bags in Cambodia into durable and interesting bags.

    TORRAIN, Recycled bags from Cambodia

    We tend to get one of these "Made in USA" fan objections anytime we talk about an international product.  I don't mind them--these are people expressing their values and they are normally respectfully delivered. (Here's a good example in the discussion about a very popular Grommet, GripStics.)  But this Torrain bags comment was so unbalanced that it made me think more deeply about how we manage our discussion board, and to share some examples and lessons learned.

    When one of these "tough" comments comes in, the team at Daily Grommet often waits with bated breath for our colleague Katherine Klinger to respond.  Why?  Because she is so skillful and continually surprising. In the case of answering "Angry American,"  Katherine wrote:

    Wouldn't it be wonderful if you used your passion to start a product line that employs Americans? We'd be the first to want to hear about it! You'd be especially interested in Grommet stories such as American MoJo or Blue Moon Bottles.

    Given our 800+ Grommet partners and 20 product categories, we have a difficult remit when we initiate a discussion. We cover stories about ground-breaking innovations ranging from mushroom growing kits, to alternative funerals, to feminine hygiene.  That's practically asking for complexity, if not trouble.

    The nature of any given website is going to be fairly predictive of its particular difficult dialogue.  If Daily Grommet only covered "sustainable/green" products, we would have activists in that space carefully watching us and contributing daily.  (And we do have a nice representation of those people everyday anyway.)

    If we were a fashion site we would have people commenting more breezily about the Grommets, and probably just giving opinions rather than asking a lot of penetrating questions.

    If we were a deal site, we would have community members monitoring pricing very carefully  This is exactly why you do not see open discussion boards on the deal sites (like Groupon, Fab.com, Gilt Groupe).  A CEO at one of the leading sites told me,

    Yeah, we [deal sites] all pulled our discussion boards.  People just post complaints about the prices and share links about where to get things cheaper.  I'm amazed you guys [at Grommet] keep such a positive tone going every day.

    I think we have such a positive tone because we are celebrating inspiring stories.  You might not groove on a given company or product, but it is hard to beat up on a Grommet creator for pursuing their passion. Yet the other reason for the tone of our discussion boards is skillful management by Katherine Klinger, who sets a high bar for all of us who contribute.

    I asked Katherine how she approaches the more difficult cases.  She said,

    I feel that we bring our commenters [Grommet creators] here as a special guest and as such try to stop conversations that are going down an unproductive road. We owe it to them to keep the conversation focused on their products and mission. If this were a discussion board with no special guest, I might instead explore what people think about some of these topics. When I write a reply, I try to not be defensive and I try not to give them any hooks to latch on to to come back with another similar post.

    Katherine Klinger
    Katherine Klinger, Wordsmith Extraordinaire--she could make the copy on a stop sign interesting!

    I also asked Katherine which recent responses were particularly challenging for her or the team.  In the screen shot case below, we had a rare instance of a person on a vendetta against the Grommet creator. The screen shot is hard to read, but basically we deployed the VERY rare nuclear option of deleting a community comment.  We hesitate to do that and always indicate that we have done so.  Generally we welcome negative comments as they might reflect some general concerns, and it is great to have a chance for us and our partners to address them.  But when a person just attacks another person for some matter outside of Daily Grommet, we don't let it stand.  (It is our digital equivalent of "take it outside, kids.")

    Katherine also cited the difficult tenor of the conversation around Spirit Hoods, which are playful faux fur hats.  This story brought out the wrath of a couple of animal rights activists.  Complicating matters,one of our very loyal Grommet fans came back at the animal rights person a bit too zealously.  It would have gotten ugly quickly, if Katherine did not tip in. Here is the strand.

    To try to summarize, here's what works at Grommet in creating a productive discussion board:

    • Think "sideways" when a tough comment comes in. Katherine is the master at looking at things differently, rather than frontally.  When we have a difficult email to write, we often consult her.  For instance, we like to check directly with a customer if we see an unusual order come in (like one for 20 pair of work overalls).  Katherine advised, "Don't send an email asking if the order is a mistake.  Just thank the person for the order, while clearly calling out the order contents.  If it is a mistake they will be the first to tell us."  (The 20 pair of work overalls were ordered by a drama teacher--they were costumes for a student play.)
    • If you are CEO or a senior leader in your company, pay close attention to the discussion board. I personally read every comment every day.  I answer many.  These comments are not "optional" to me.  They tell me what people are thinking and feeling, and I can also help set a tone in how we respond by taking on some of the dialogue myself.  I make it clear that it is worth my time to do this, and it is highly valuable work for anyone in the company.
    • Know the difference between an ordinary negative comment and one that is going to lead to a death spiral. Ordinary comments generally represent a criticism based on a different point of view, or a bad experience with the product or service.  NEVER delete those.  But comments that get personal, or are just an extended rant, need to be reigned in.  Make sure your posting guidelines are clear about that, as you do not want to create unique policy on the fly.
    • Understand the value of negative comments. Studies have shown that negative comments mixed in with positive ones actually increase the purchase rate for products.  Why?  People trust what is on the discussion board better, as being unedited and true.  This trust can be extended to any kind of discussion board that lets negative comments stand.  And in the case of product reviews and comments, people may not be concerned with the negative aspects that are raised, in regards to their own use of the product.  They understand that no product is perfect for absolutely everyone.

    The biggest piece of advice about discussion boards I could give is:  hire a Katherine!  When I read the comments at some of my favorite e-commerce sites I often see robotic responses to customer complaints.  These replies look like someone pressed the "send that canned [fill-in-the-blank] response" button.  It's admittedly a very labor-intensive effort to manage a discussion board (and not everyone at Daily Grommet itself agrees with our emphasis on this!), but I would not initiate one if you are not prepared to follow through with it in a real and human way.

  • Does Pinterest stimulate oxytocin production?

    Over the last three months I organized a lot of overdue home interior fix-ups.  Nothing truly major, yet this series of projects has had a surprising mood-lifting effect on me.  I used to come home every night to confront "death by a thousand cuts."  No, not emotional trauma.  I was much more tortured by cracked bathroom tiles, and ice-damaged ceilings, and countless scuffs on our walls.  Now I come home to crisp, freshly-maintained rooms (as long as I ignore the day to day mess).  I can breathe!   But my husband is continually surprised at how openly happy I am about this work.  I mention it a lot. Like almost every night. And he must be thinking..."if I only knew the difference a gallon of paint could make."

    I suspect that these home improvements stimulate the production of the natural "contentment" chemical substance--oxytocin--for me. There is something about taking good care of my house (and my family by extension) that is mood-enhancing.  And I believe that the enormous numbers of women who report the calming, mood-lifting effect of Pinterest to be experiencing some version of the same oxytocin effect.

    Why?  Take a look at a tiny snippet of my "Gardening" board on Pinterest, below, and an amateur deconstruction of my oxytocin theory, which depends on three key components of oxytocin production:  generosity, trust, and optimism:

    Generosity: sharing a project doubles its pleasure. In the first two photos I am pinning my spring garden.  Coincidentally, I do almost all my gardening in my front yard because I enjoy sharing it.  I am away from home most of the week and I like the notion that people are passing by appreciating it in my absence.  I feel generous and oddly connected to strangers, which is a documented oxytocin benefit. But now Pinterest enables me to share my garden with, literally, anyone with an internet connection, in a context that makes more sense than, say, Flickr, Facebook, or Instagram.   And I get a slice of that same enjoyment in looking at garden pins from other people.

    Trust: Pinterest enables people to help each other. In the third pin above, (the purple balls) I am sharing a photo of a garden sculpture I want to make.  I am having a little trouble copying what I found in this French garden, so I pinned the photo and asked for suggestions.  According to the neuroeconomist and TED talk-giver Paul J. Zak, I just produced an oxytocin moment for the people who follow me on Pinterest.  Apparently, one of the central ways to stimulate oxytocin is to give a sign of trust to another person.  Zak is publishing a book about it called The Trust Molecule.  It's very low-demand, but putting this project up and asking for help enables other people to have that feeling of being trusted.  Odds are, I will follow their advice and probably even report back.  According to Zak, the mere act of sharing trust is a tiny step to creating a more stable society.

    Pinterest is entirely optimistic. Pinboards roughly divide into two categories.  One is "here is who I am."  (Or at least the parts I am proud of, like my garden.)  The second is "here is who I am going to be."  This second category is very interesting.  It is optimistic and future-facing. Pinning is like losing weight, cooking fabulous food, dressing beautifully, travelling to exotic places, and displaying great taste...with none of the actual effort.  This is who I will BE, and no one can argue with that.  In my case, I created an "Easter Projects" board full of the charming and obsessive things I would make IF I had time.  I am telling the world:

    I am really am like THIS person, even though I don't, um, actually have that life right now. But I would if I could, and I will some day.

    And oddly, the mere act of pinning these projects, knowing full well I would never make them, gave me half the satisfaction of actually doing them.  And as proof (to myself) that these boards can someday be my reality, I used my "Need a new haircut" pinboard  to actually figure out a new hairdo. I made this board to show my hairdresser what I wanted, and to solicit input from a couple friends on my finalist choices.  So Pinterest can be concretely useful to organizing a project, which contributes to my optimism about the much more unrealistic boards I create.  (But for the life of me, I have no idea why 333 people decided to follow my haircut board.)

    It's a pretty rare and special thing for a bunch of pixels on a website to provide a consistently pleasant and personal experience.  The "oxytocin effect" of Pinterest is not dependent on delivering great new pins every day, or dumb humor, or exceptional stories.  I can look at my home page, find nothing of interest, but still wander over to fuss with  my own boards and feel...content.  I am tending my future.  (I have boards for trips I am actually planning, and trips I will never take.  Boards for house projects I am doing and houses I will never own. Boards for business ideas, meals, parties, inspirational people, gifts. Basically anything that I can capture online, visually, that I want to remember.)   And I probably spend a maximum of ten minutes a day on the site, so it is not as though it takes a lot of work.

    Pinterest is the site that gives and does not take.  Clearly, being the fastest growing site in history, Pinterest is playing with more than pins and pixels.

  • Kicking 2012 off with Tequila, Tears, and a CakeWreck

    Grommet team party, January 6, 2012

    The Boston-based Grommet team happily kicked off the New Year at Joanne's house.

    By the way, this is not the first time the front of this solid brick house has been broadcast online...alas, it was on the cover of a dozen online papers when the freak Halloween snowstorm felled a massive ancient tree in Joanne's front yard.

    AP Photo by Michael Dwyer

    The only accident at this party occurred when Joanne's favorite child (her dog Sydney) helped himself to our cake.  His ghoulish blue mouth clued her in before the team arrived.  (We just ate around the gashes.  Making do--in true startup fashion)

    Even at a party, we tend to be testing Grommets.  In this case, we had set up a tequila toast because JULIA GOT ENGAGED the very night before our party, to her sweetheart Damian.  The man has great timing.  Gadzooks....our first Grommet wedding!

    Julia and Damian had their celebratory tequila shots in a very cool upcoming Grommet:  Himalayan Salt Cups made by Spice Labs.  You freeze them ahead of time for the best tequila shot ever.

    We have a new software engineer who, in his first three days,  has experienced a tearful good bye party for our first employee Jen, a full-team birthday celebration, and a Tequila Shots/CakeWrecks party.  Hmmm, what will we spring on him next week?

  • Girls, Girls, Girls!

    As a girl, I formed many notions about entrepreneurship by devouring every biography in my elementary school.  I loved the stories about how a single person like Abraham Lincoln could influence the world.  The founder of the Girl Scouts, Juliette Gordon Low, was notably in the group of innovators and leaders who inspired me with her life story.  Thus I was thrilled to be asked to speak about being an entrepreneur at the 100th anniversary of the Girl Scouts for their National Convention in Houston.

    1300 girls converged from all corners.  They also organized their own Leadership Institute which was broadly assembled around the theme of Innovation and Leadership.

    national girl scouts

    It’s always hard to tell if a presentation or talk is “landing” with high school kids.  They are yawning and chronically sleep-deprived.  They are distracted by their phones.  They don’t nod and smile like adults often do in a talk. But the sharp questions from these girls afterwards revealed that they hadn’t missed much from our panel.

    The girls swarmed afterwards for photos with the speakers.

    Zubaida Bai of AYZH, Kim Karlsrud of Commonstudio and GreenAid, a Girl Scout, me

    They kept pressing little trinkets into my hand.  I didn’t understand the gifts until they explained their heart-warming tradition of giving each other things to collect and display.   They are called SWAPS:  Special Whatchamacallits Affectionately Pinned Somewhere.

    The giant George. R. Brown Convention center was packed with events and inspiring photos of Girl Scouts and their history.

    The hundreds of adults on hand were equally engaged, and many dressed in coordinated outfits that helped their regional groups stand out.  This Florida woman explained the little hats her group sported.  They were meant to be a specific reference to the fashions of the times 100 years ago, with symbolic details of daisies (the founder’s nickname), her pearls, and also the navy color to represent the new Girl Scout uniform being released for the next 100 years.

    I participate in a lot of tech conferences and competitions.  I typically only see one woman startup founder for every ten men who choose to compete or speak.  I told the girls that they need to change that.  Girls and women have to stop waiting to feel “ready” to create companies.  I can tell you that these girls are ready.  They are perfect.

  • No power? No problem. Where the Grommet team worked today.

    Our Boston based team got hit with an early snowstorm.  With the leaves still on the trees the weight of a fast heavy snow caused a lot of damage. The yards and streets look like some kind of Armageddon, with all the downed leaves and branches.  70% of the households and businesses in Lexington, MA have no power.  Schools were closed.  Halloween is postponed.  Our office was in the affected group.  Yet, the Grommets must go on.  Here's how we coped:

    Ray, Justine and Charlotte put on warm clothes and headlamps to "power through" getting the Grommet orders on their way.  Charlotte stayed warm by running up and down the stairs carrying stuff.  A few of us made a run to Panera for hot soup and sandwiches to keep their blood flowing.

    Jeanne had heat and electricity at home (after losing it for the weekend) so she cozied up in her office to make the Marketing doughnuts.If you contact Daily Grommet about an order, chances are very good you will talk to Chew-hoong.  However, you would have no idea how she was dressed when she chatted with you!  She says "Halloween is one of my fave American enjoyments. Now I look forward to cranberry sauce, stuffing, pumpkin pie, hot chocolate, cookie swap & Yankee swap."

    Julia and June decamped to the public library to get the Grommets out.  (Wendy too, but we missed her for the photo.)  They report that the library was a popular place to hang out for the many displaced residents, but it was quiet and friendly.

    Jesse kept warm at home, editing videos, in his son's old Halloween headgear.

    Joanne sidled up to her kitchen island with coffee brewing and a candle burning.

    Adam hopped around.  He started at the local library  installed himself at home to take customer calls.

    My house has been without heat for two days, so this is me squatting at a friend's house.  I'm soaking up the warmth and looking forward to using the oven later to make a hot dinner.

    Kate had the coziest setup, under a thick blanket next to the fire.  She is also wearing two sweaters and a jacket vest.  There's been no heat in her house, since yesterday.

    Finally two of our remote team members reported in.  Tori said it is 85 degrees and sunny in Southern California so she did not dare send a photo.  But Katherine, in Minneapolis, has precious few opportunities to make us jealous of her weather so she forwarded this glorious shot, below.  Now that is what Halloween SHOULD look like!

     

  • L.L. Bean knows that even the store door handles matter

    I dropped $250 on new X-country ski bindings and boots this weekend.  That's a ton of dough to me.  And since I haven't bought ski equipment in 20+ years, the purchase destination was pretty much a jump ball. I might be more overtly reflective on this kind of decision than the average bear, but most people have a complex subconscious approach to non-routine purchases.  Their decisions reflect their personal values at a level that great brands know how to serve.

    Let's start with the reasons for the purchase.  First, below is a picture of me a week ago, at the point when my old cross country boot totally separated from the sole, on the shores of Lake Champlain.  I shouldn't be smiling as I had no idea how I was going to travel miles back to my car without a functional ski set-up.  (My clever friend Jill figured out how to use her gator and my boot laces to lash my foot to the ski.)

    Here are the broken boots:

    Here is the reason why I was feeling urgency to get back in gear for the season:
    Continue Reading

  • Citizen Commerce, Let the Revolution Begin

    citizen commerce

    On an otherwise unremarkable January morning, the US Government recently made my day. Specifically, a public servant named David J. Kappos.  He's Director of the United States Patent and Trademark Office. His organization surprised me with the unexpected delivery of a very official-looking Trademark certificate for:

    Citizen Commerce

    We had applied for this a year ago, but hadn't heard any updates in months.  The trademark just showed up.  Shiny gold seal and all.

    I'm delighted for Daily Grommet to be the cheerleader and guiding hand for Citizen Commerce.  It's a movement that represents the following thoughts:

    • Individual people have great power to shape the world we live in, through the most ordinary of behaviors: sharing, writing, talking, buying.
    • We control 65% of the US economy via these actions.
    • Every decision to buy (or not buy) a product or service is a "vote" for something.  A vote for a company and people who do business in a way that supports your values
    • Because the tools to create products are so much more accessible than ever, there is a new Industrial Revolution happening all around us.   Big companies with scale no longer control the tools of production and distribution.
    • With social media sharing tools, technologies, and behaviors (and the engagement of highly accessible video) we can finally have the information to act on our values.
    • We can efficiently organize to support (or expose) companies, people, and products that deserve our time, attention, money and resources

    THOSE are the reasons I'm grinning ear to ear holding the Trademark certificate.  Let the Revolution begin.

  • My So-Called Daily Grommet Life

    Carol Fishman Cohen

    This post so delighted me, that we are reprinting it from Yahoo!  Shine in its entirety. BTW, for anyone anticipating a return to work, or looking to make a big change in your job in 2011, check out Carol's company.  They run wonderful events and publish truly helpful advice for the "relauncher."

    by Carol Fishman Cohen, Co-founder, iRelaunch, Co-author, Back on the Career Track

    I have been a loyal fan of Daily Grommet since early on*, but it is only recently that I realized how intertwined my life has become with the new products I have purchased from the site. As the mother of four teenagers and as the co-founder of a small company, I really appreciate the built-in vetting vehicle the site has become for me.  Grommet streamlines the purchasing process for items I'd normally either spend a lot of time researching before buying, or just not getting around to buying at all, even though I needed them.  So here goes....

    Yawn......time to rest my head on the "CleanRest Ultra" pillow I bought from Daily Grommet.  I ended up buying four of them because I realized the pillows around the house were 20 years old! Plus we have a few allergy sensitive members of the family, so I was intrigued by the allergen free materials. As advertised, the pillows arrive, soft and comfortable.

    Napapijri BeltIt's morning! I'm getting dressed - today I am going to wear my "Napapijri Naik" belt that I got from Grommet as a 50th birthday present for myself.  This belt actually has grommets on it for the belt buckle to latch into, which is one of the reasons it's such an easy gift to give to others - it fits everyone.  As my kids can tell you I am somewhat fashion challenged, especially in the casual wear department. Wearing this belt makes me feel uncharacteristically chic.  I got one for one of my best friends who is on par with me in the fashion backward department. We both get compliments whenever we wear them.

    Into the kitchen to make breakfast!  One of my kids barely eats except for breakfast, so I try to make him pancakes as often as I can.  I am using not one, but two Lodge Cookware cast iron skillets purchased from Grommet about six months ago.  Exactly as portrayed on the video, they are naturally non-stick, and everything, including pancakes, cooks beautifully in them.  I feel like a bit of a 1950's throwback cooking breakfast in my cast iron pans, but so be it.

    I'm hard at work planning the iRelaunch Return to Work Conferences my company produces.  I need speakers' gifts!  Of course, I go straight to Grommet and find a number of contenders; The "I'm not a paper cup" cup, the Memory on Hand flashdrive bracelets, and the Tea Forte collections.  I get eight of each to give to speakers at conferences in different cities. For our university host in each city, I get one of my favorites - the Zip-N-Go Blanket.  I love this product, especially because it was created by a person who returned to work after a career break (as did a number of Grommet people, including their dynamic founder Jules Pieri).

    How did holiday season creep up on me so fast? I need Hanukah gifts for my family and hostess gifts for the Christmas parties we are going to.  Grommet doesn't disappoint: Bananagrams, the CyberCube, the Maine Flame eco-friendly fire starters, plus a Gorillapod tripod for my husband...perfect!  Then I discover one of my favorite grommets of all time: the Big Dipper Beeswax Candle; exquisitely crafted, a beautiful beeswax aroma, and a gorgeous color and feel.  I have bought more than 10 of these for hostess gifts, for presents for my own company team, plus I had to buy one for myself.  I can hardly bring myself to light it because it is so beautiful.  But it burns for FIFTY hours, so I know I will use it for a long time.

    It seems as though every day I am interacting with the Daily Grommet products I have purchased, whether for friends, family, co-workers, clients or myself.  Thanks, Grommet, for being there at critical moments with just the right product.   Happy Holidays!

    *Disclosure:  I have known Daily Grommet's Founder Jules Pieri for years, and she's on the Advisory Board of my company iRelaunch.  I also know some of the Grommet management team. However, no one at Grommet asked me to write this and it is not some thinly veiled advertisement for the company.  I would have written it even if I had no connection to Jules. I can be reached at info@irelaunch.com.

     

     


  • Doin' what it takes

    I like these two pictures of Jen and Kate testing a potential Grommet.  I don't think this particular product made the cut, but I kept it out of the picture frame either way.   They are doing their thing on the little Wallis Court lane where we are located.  It really helps to be in the center of a town to do our testing.  More home like.  I can't imagine trying out the more adventurous Grommets in a downtown city setting. ( I WOULD like our office to have a proper kitchen, though.)

  • "I've met the expert and he is us." --Pogo in 2010

    I got my Sears Tool catalog today.   Next to the artful cover rendering of the "Right Angle Impact Driver" are three prominent icons.  The familiar Facebook and Twitter (mildly jarring at Sears, no?). And above those, a mysterious round blue icon with the words "Reality Checked" next to it.  Hmmm....I open the catalog and find this layout:

    The Real People, whose photos are sprinkled on every page of the thick catalog, range from "Norb, traveling handyman" to Tina, "NHRA dragster driver."  Sears is faster than I would have expected at recognizing the reality of 2010.  They are conceding that the definition of an influential expert has been completely upended.   Not that long ago, in a now-outdated era of traditional media, people who could simply garner more audience were deemed "experts." Think of pediatrician/author T. Berry Brazelton.  Consumer activist Ralph Nader. Finance advisor Suze Orman.

    Not so today.  Today we recognize the truth we always lived in our "real lives." What we experience in our homes, families, and neighborhoods.  Namely, that you get to be an expert by really doing something, not just by talking about it. And social media and video make that basic truth as plain as day.  Moms want real-time advice from other moms.  We like getting financial advice from our peers on Mint.com, not from an over caffeinated talking head.  And, Ralph was a real marvel, but we can each be an influential consumer activist tomorrow, if we want to spend our energies in that direction.

    We've been very careful at Daily Grommet to build an experience that is open to a wide range of experts.  Our team takes a holistic approach to evaluating a potential Grommet, but we don't pretend to be Underwriter Laboratory, or Dr. Oz.   We love to call in experts to help us explore and accurately articulate a story.  Bloggers, practitioners, editors, people in the right demographic, sports pros, chefs.   You get the picture.  That approach is not only contemporary, but it is very scalable and not subject to the vulnerabilities of tying Daily Grommet to a single name or face.  (That's why I bristle at the slightest comparison to Martha Stewart.  It's not about her, particularly.  It's about Martha creating a successful business for a very different era.  Grommet is for today.)

    I do find women embrace this approach naturally.  Women just encountering Daily Grommet never ask me the question that many men pose, "How can your team be good at so many categories?"  Women, being in control of 80% of the consumer spend, know what it is like to be skilled at assessing products in a wide variety of categories because it is an important financial skill for them.  They don't want to be hoodwinked.   It can be different for many men.  Their consumer life is often focussed on a narrower range of categories, where they enjoy diving deep and looking for expert advice.  Women rarely have so much time for an individual purchase, and they actively maintain a natural "board of experts" with their on and offline friendships, service providers, and their trusted retail sources, where appropriate.

    For both men and women, Daily Grommet becomes a natural extension of both of these thoughtful consumer approaches.  Everyone is busy, everyone appreciates a trusted source and a group of people who do all the work.  And they all recognize that "real people" are the go-to source in today's level playing field of social and rich media.


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