“You don't manage a social wrong. You should be ending it.”

“And if, by the end [of this book], you reckon you might still disagree with me, then I offer you this: you'll still be wrong, but you'll be wrong with a lot more panache and flair than you could possibly manage right now.”

“My dear girl, don't talk nonsense to me! You're lazy, that's all that's wrong with you. Why don't you take up social work?”

“You don't think before you do, then you're shocked when you end up on the wrong side of a shit pile.”

“That sounds so weird: "kill yourself." It makes it sound like you tried to murder someone, only that someone is you. But killing someone is wrong, and I don't think suicide is. It's my life, right? I should be able to end it if I want to. I don't think it's a sin.”

“Ultimately, the purpose of a certification is to establish a particular level of proficiency in a discipline. Unfortunately, “social media” in and of itself, is not a discipline. Digital crisis management, on the other hand, is. So are digital customer service and online community management. This means that a certification program that focuses on social media without addressing each specific business function adapted to social media won’t end up certifying anyone in much of anything.”