I just found out this morning that a client I work with answered their social phone for the first time a few days ago. They have been monitoring keywords in Twitter via Tweetscan’s (UPDATE: he used Summize, not Tweetscan) RSS feeds and when a customer complained about a particular product, the listening employee responded (even though the product had nothing to do with what he does at the company.) That response got an answer to the frustrated customer and the customer had the delight of getting a question/frustration dealt with that he didn’t expect an answer on. The customer came back around in Twitter and said thanks to the client. He noted that he was impressed, and frankly, a little surprised that they were listening and responded.

This is just another case of a ringing social phone that would have gone unanswered were it not for someone listening to it. Companies put significant amounts of money into the technology, personnel, and training for inbound customer service calls, but most companies are not even thinking about the unbound social calls that are being made for the world to see but going unanswered. Your social phone is probably ringing. Are you going to answer it?

Over the weekend I finally did something I’ve been meaning to do for a while now, which was to organize my Google Reader feeds. The problem I had was that I was trying to follow over 50 blogs and other miscellaneous feeds but there was no organization to it. Some feeds were much more important to me than others but I hadn’t made it easy on myself to get to the preferred feeds quickly. I’ve known for some time that Google Reader allows you to create folders so it was time to give it a shot. I created the following for my use:

• Top 5 - The top five blogs I read to stay aware of what’s going on in new media marketing. These are Seth Godin’s blog, Mashable, TechCrunch, TechMeme, and Mitch Joel’s Six Pixels blog.
• Friends - Blogs that my friends write.
• My Stuff - Anything I do that has an RSS feed.
• Clients - Blogs and anything else I’m monitoring for clients including some Technorati feeds and Tweetscan feeds.
• Everything Else - Catchall for anything I want to check in with from time to time.

So far it’s been great. I find myself using Reader more now than before. A nice little surprise for me was that Google will aggregate all the feeds from a single folder so I can quickly see what’s new from my Friends blogs for instance. I should have done this a while back but I’m glad it’s set up now!