Join us as we interview Frank Eliason, Digital Care Manager at Comcast on how he started something of a phenomenon using Twitter to help people with their Comcast challenges, under the name @comcastcares.

When discussing his experience with social networks, Frank notes that Twittering about people’s fragged modems at work wasn’t the first exposure he’d had with Internet community-building:

My first experience in social media was not listening to Customers, but rather communicating about the health of our daughter Gianna, who was born premature. Years later when she was diagnosed with cancer, we again communicated through our website.

She passed away in 2004, shortly before her 4th birthday. What is interesting is how her website put us in touch with so many great people from around the world. Some of the closest friends I will ever have. In Gia’s memory when possible we work to support many of the charitable organizations that were there for us.

 

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