Bits Blog: TSMC Anticipates Big Orders. Is Apple One of Them?

Analysts expect Apple to drop Samsung Electronics as a chip supplier, but when?

In business, it’s not usually wise to be funding your competition. Unfortunately for Apple, processor chips for iPhones and iPads are made by Samsung, the South Korean company that is its top competitor in smartphones.

Most analysts expect Apple will eventually change suppliers. One potential suitor that keeps popping up in the rumor mill is the Taiwan Semiconductor Manufacturing Company (TSMC), the world’s largest contract chip maker, and for good reason.

TSMC is one of the few companies that have the capacity and the technology to meet Apple’s demand. The company had $17.5 billion in revenue in 2012 and its net income rose 32 percent in the fourth quarter. The chairman and chief executive, Morris Chang, is planning a record $9 billion in capital expenditures to expand production in 2013. TSMC makes some of the smallest and most powerful chips, and these chips go into both computers and smartphones.

The added incentive is, TSMC solely makes chips by contract, and probably will never compete with Apple in finished consumer electronics as Samsung has.

“This is the reason that companies such as Nvidia and AMD, which actually compete against each other in PCs, both go to TSMC (to make their chips),” Patrick Liao, an analyst at Nomura Securities, said. “They never worry about technology theft.”

For the last year and a half, industry watchers have tried to predict when TSMC will receive its first big order from Apple.

TSMC’s latest 28-nanometer chip was oversubscribed by existing customers to the point of shortage in 2012, and many believe the company does not have enough capacity for a large Apple order in 2013.

However, the 20-nanometer chip, which TSMC expects to go into full production in 2014, looks promising, analysts say. (Connections within a chip are measured in nanometers, or one-billionth of a meter.)

At an earnings conference on Thursday, Mr. Chang declined to comment on Apple, but he bullishly predicted the 20-nanometer would outsell the 28-nanometer in its first two years.

“Enough discussions have taken place, with enough customers who have large requirements (on 20nm), to lead us to believe that the volume will be very large,” Mr. Chang said.

That bullishness leads analysts to believe that Apple could be a customer involved in these discussions.

“That language makes you feel like the direction is headed where we all expect,” said Steven Pelayo, regional head of technology research at HSBC.

If Samsung cuts capital spending this year, Mr. Pelayo says, that will add another piece to the puzzle of when Apple plans to exit.

“2013 is really a status quo year. Samsung ramps down, TSMC ramps up. We’ll see what happens in 2014.”

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N.T.S.B. Rules Out a Cause for Battery Fire on 787 Dreamliner





Federal investigations said Sunday that they had ruled out excessive voltage as the cause of a battery fire on a Boeing 787 in Boston this month, widening the mystery into what led to the grounding of the world’s most technologically advanced jet after a second battery-related problem last week.




With investigators focused on the plane’s lithium-ion batteries, the National Transportation Safety Board said an examination of the data from the plane’s flight recorder indicated that the battery “did not exceed the designed voltage of 32 volts.” The fire aboard a Japan Airlines plane on Jan. 7 at Logan International Airport in Boston occurred after the passengers had gotten off.


Last week, a battery problem on another 787 forced an All Nippon Airways jetliner to make an emergency landing in Japan. That episode prompted aviation authorities around the world to ground the plane, also known as the Dreamliner. The Federal Aviation Administration said last week that it would not lift the ban until Boeing could show that the batteries were safe.


But with investigators on a global quest to find out what went wrong, the safety board’s statement suggested that there might not be a rapid resumption of 787 flights. The 787 first entered service in November 2011 after more than three and a half years of production delays. Eight airlines currently own 50 787s, including United Airlines.


On Friday, Japanese safety officials, who are in charge of investigating the second battery problem, suggested that overcharging a battery might have caused it to overheat. Pilots decided to make an emergency landing 20 minutes after takeoff after receiving several alarms about the battery and smelled smoke in the cockpit.


That investigation is conducted by Japan’s transportation safety board. American investigators are heplping with the inquiry.


The GS Yuasa Corporation of Japan, one of the world’s leading lithium-ion battery manufacturers, makes the batteries for the 787, and Thales, of France, makes the control systems for the battery. The battery is part of a complex electrical system that powers the 787. Like many other components and structures, Boeing outsourced much of the manufacturing to partners around the world.


The safety board typically conducts investigations through a process of elimination, and rules out possible causes along the way.


It said that the lithium-ion battery that powered the auxiliary power unit, a small jet engine used on the ground, had been examined in the safety board’s Materials Laboratory in Washington.


The battery was first X-rayed and put through a CT scan. Investigators then disassembled it into its eight individual cells for detailed examination and documentation. Three of the cells were selected for more detailed radiographic examination.


Investigators have also examined several other components that they removed from the airplane, including wire bundles and battery management circuit boards as well as the battery management unit, the controller for the auxiliary power unit, the battery charger and the power start unit.


On Tuesday, investigators will convene in Arizona to test and examine the battery charger and download nonvolatile memory from the auxiliary power unit controller. Several other components have been sent for download or examination to Boeing’s facility in Seattle and to the manufacturer in Japan.


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Google says Wall Street estimates need adjusting






SAN FRANCISCO (Reuters) – Google Inc issued a rare advisory to Wall Street on Friday that analyst estimates for its fourth quarter financial results are flawed.


The world’s No.1 search engine, which reports its quarterly results on Tuesday, said most analysts have not adjusted their estimates to reflect the pending $ 2.35 billion sale of the Motorola Home business.






The business must be presented separately from the results of Google’s continuing operations under U.S. accounting rules, Google Treasurer Brent Callinicos wrote in a post on Google’s investor relations Web page on Friday.


“As of this writing, a majority of Wall Street analysts who cover Google have not reflected the Home business as discontinued operations in their estimates,” Callinicos wrote.


The discrepancy means the fourth-quarter net revenue that Google reports on Tuesday could appear to be less than the $ 12.34 billion average that analysts polled by Thomson Reuters I/B/E/S are expecting.


Raymond James analyst Aaron Kessler says his fourth-quarter net revenue estimate includes nearly $ 900 million from the Motorola Home business.


“They’re saying that the headline number is going to be less than what most analysts have for Q4,” said Kessler.


The advisory is a rare move for Google, which does not provide financial forecasts and typically has limited interactions with analysts. The company has in the past provided accounting advisories to analysts about the Motorola Mobility business, which Google acquired for $ 12.5 billion in May.


Google bought Motorola Mobility primarily for its large portfolio of communications patents and its mobile phone business.


In December, Google agreed to sell the Motorola Home television set-top box business to Arris Group Inc for $ 2.35 billion in cash and stock.


Analysts expect Google to report adjusted earnings of $ 10.56 per share for the fourth quarter.


“It’s a little surprising that they’re doing this the Friday before the report,” said Kessler. “They should have put it out a week ago if they wanted analysts to change their numbers.”


(Reporting By Alexei Oreskovic. Editing by Andre Grenon)


Wireless News Headlines – Yahoo! News





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Will.i.am, Legend take part in young voters event


WASHINGTON (AP) — Will.i.am says though he's an active supporter of President Barack Obama, don't expect the Black Eyed Peas leader to become a politician.


"Nope. I like it from this angle," he said in an interview Saturday night.


Will.i.am attended an event for OurTime.org, a non-profit organization that encourages young people to vote. Several hundred people packed the Donald W. Reynolds Center for American Art and Portraiture, where John Legend, Common and T-Pain performed.


The event was just one of will.i.am's inaugural appearances: He's attending the Candle Light Inaugural Ball and Green Inaugural Ball on Sunday and will be a guest at Obama's public swearing in ceremony Monday and at the Inaugural Ball later that day.


He said it "feels good" to lend his hand to the Obama campaign and that he wants to see young voters do more.


"This is important for the youth to realize how powerful they are and to stay active and stay informed, and go out when it's time to vote. And not just for a presidential candidate, but for local government, too," he said.


Common kicked off the live performances with songs like "The People" and "Testify." He even danced and kissed a fan onstage — and on the lips — while Beyonce's "Party" blasted in the background.


"Just be whoever you are no matter what they say," Common said to the crowd.


The rapper also hit the stage with John Legend, who played piano as Common performed "The Light." Legend slowed the night's upbeat mood, crooning on songs like "Green Light," ''Tonight (Best You Ever Had)" and "Ordinary People."


Newly crowned Miss America 2013 Mallory Hagan, actress Sophie Bush and Arianna Huffington also attended.


Rapper-singer T-Pain closed the night, performing hits like "Bartender" ''5 o'clock," ''Good Life" and "Blame It."


___


Follow Mesfin Fekadu on Twitter at http://twitter.com/MusicMesfin


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Well: Holly the Cat's Incredible Journey

Nobody knows how it happened: an indoor housecat who got lost on a family excursion managing, after two months and about 200 miles, to return to her hometown.

Even scientists are baffled by how Holly, a 4-year-old tortoiseshell who in early November became separated from Jacob and Bonnie Richter at an R.V. rally in Daytona Beach, Fla., appeared on New Year’s Eve — staggering, weak and emaciated — in a backyard about a mile from the Richter’s house in West Palm Beach.

“Are you sure it’s the same cat?” wondered John Bradshaw, director of the University of Bristol’s Anthrozoology Institute. In other cases, he has suspected, “the cats are just strays, and the people have got kind of a mental justification for expecting it to be the same cat.”

But Holly not only had distinctive black-and-brown harlequin patterns on her fur, but also an implanted microchip to identify her.

“I really believe these stories, but they’re just hard to explain,” said Marc Bekoff, a behavioral ecologist at the University of Colorado. “Maybe being street-smart, maybe reading animal cues, maybe being able to read cars, maybe being a good hunter. I have no data for this.”

There is, in fact, little scientific dogma on cat navigation. Migratory animals like birds, turtles and insects have been studied more closely, and use magnetic fields, olfactory cues, or orientation by the sun.

Scientists say it is more common, although still rare, to hear of dogs returning home, perhaps suggesting, Dr. Bradshaw said, that they have inherited wolves’ ability to navigate using magnetic clues. But it’s also possible that dogs get taken on more family trips, and that lost dogs are more easily noticed or helped by people along the way.

Cats navigate well around familiar landscapes, memorizing locations by sight and smell, and easily figuring out shortcuts, Dr. Bradshaw said.

Strange, faraway locations would seem problematic, although he and Patrick Bateson, a behavioral biologist at Cambridge University, say that cats can sense smells across long distances. “Let’s say they associate the smell of pine with wind coming from the north, so they move in a southerly direction,” Dr. Bateson said.

Peter Borchelt, a New York animal behaviorist, wondered if Holly followed the Florida coast by sight or sound, tracking Interstate 95 and deciding to “keep that to the right and keep the ocean to the left.”

But, he said, “nobody’s going to do an experiment and take a bunch of cats in different directions and see which ones get home.”

The closest, said Roger Tabor, a British cat biologist, may have been a 1954 study in Germany which cats placed in a covered circular maze with exits every 15 degrees most often exited in the direction of their homes, but more reliably if their homes were less than five kilometers away.

New research by the National Geographic and University of Georgia’s Kitty Cams Project, using video footage from 55 pet cats wearing video cameras on their collars, suggests cat behavior is exceedingly complex.

For example, the Kitty Cams study found that four of the cats were two-timing their owners, visiting other homes for food and affection. Not every cat, it seems, shares Holly’s loyalty.

KittyCams also showed most of the cats engaging in risky behavior, including crossing roads and “eating and drinking substances away from home,” risks Holly undoubtedly experienced and seems lucky to have survived.

But there have been other cats who made unexpected comebacks.

“It’s actually happened to me,” said Jackson Galaxy, a cat behaviorist who hosts “My Cat From Hell” on Animal Planet. While living in Boulder, Colo., he moved across town, whereupon his indoor cat, Rabbi, fled and appeared 10 days later at the previous house, “walking five miles through an area he had never been before,” Mr. Galaxy said.

Professor Tabor cited longer-distance reports he considered credible: Murka, a tortoiseshell in Russia, traveling about 325 miles home to Moscow from her owner’s mother’s house in Voronezh in 1989; Ninja, who returned to Farmington, Utah, in 1997, a year after her family moved from there to Mill Creek, Wash.; and Howie, an indoor Persian cat in Australia who in 1978 ran away from relatives his vacationing family left him with and eventually traveled 1,000 miles to his family’s home.

Professor Tabor also said a Siamese in the English village of Black Notley repeatedly hopped a train, disembarked at White Notley, and walked several miles back to Black Notley.

Still, explaining such journeys is not black and white.

In the Florida case, one glimpse through the factual fog comes on the little cat’s feet. While Dr. Bradshaw speculated Holly might have gotten a lift, perhaps sneaking under the hood of a truck heading down I-95, her paws suggest she was not driven all the way, nor did Holly go lightly.

“Her pads on her feet were bleeding,” Ms. Richter said. “Her claws are worn weird. The front ones are really sharp, the back ones worn down to nothing.”

Scientists say that is consistent with a long walk, since back feet provide propulsion, while front claws engage in activities like tearing. The Richters also said Holly had gone from 13.5 to 7 pounds.

Holly hardly seemed an adventurous wanderer, though her background might have given her a genetic advantage. Her mother was a feral cat roaming the Richters’ mobile home park, and Holly was born inside somebody’s air-conditioner, Ms. Richter said. When, at about six weeks old, Holly padded into their carport and jumped into the lap of Mr. Richter’s mother, there were “scars on her belly from when the air conditioner was turned on,” Ms. Richter said.

Scientists say that such early experience was too brief to explain how Holly might have been comfortable in the wild — after all, she spent most of her life as an indoor cat, except for occasionally running outside to chase lizards. But it might imply innate personality traits like nimbleness or toughness.

“You’ve got these real variations in temperament,” Dr. Bekoff said. “Fish can by shy or bold; there seem to be shy and bold spiders. This cat, it could be she has the personality of a survivor.”

He said being an indoor cat would not extinguish survivalist behaviors, like hunting mice or being aware of the sun’s orientation.

The Richters — Bonnie, 63, a retired nurse, and Jacob, 70, a retired airline mechanics’ supervisor and accomplished bowler — began traveling with Holly only last year, and she easily tolerated a hotel, a cabin or the R.V.

But during the Good Sam R.V. Rally in Daytona, when they were camping near the speedway with 3,000 other motor homes, Holly bolted when Ms. Richter’s mother opened the door one night. Fireworks the next day may have further spooked her, and, after searching for days, alerting animal agencies and posting fliers, the Richters returned home catless.

Two weeks later, an animal rescue worker called the Richters to say a cat resembling Holly had been spotted eating behind the Daytona franchise of Hooters, where employees put out food for feral cats.

Then, on New Year’s Eve, Barb Mazzola, a 52-year-old university executive assistant, noticed a cat “barely standing” in her backyard in West Palm Beach, struggling even to meow. Over six days, Ms. Mazzola and her children cared for the cat, putting out food, including special milk for cats, and eventually the cat came inside.

They named her Cosette after the orphan in Les Misérables, and took her to a veterinarian, Dr. Sara Beg at Paws2Help. Dr. Beg said the cat was underweight and dehydrated, had “back claws and nail beds worn down, probably from all that walking on pavement,” but was “bright and alert” and had no parasites, heartworm or viruses. “She was hesitant and scared around people she didn’t know, so I don’t think she went up to people and got a lift,” Dr. Beg said. “I think she made the journey on her own.”

At Paws2Help, Ms. Mazzola said, “I almost didn’t want to ask, because I wanted to keep her, but I said, ‘Just check and make sure she doesn’t have a microchip.’” When told the cat did, “I just cried.”

The Richters cried, too upon seeing Holly, who instantly relaxed when placed on Mr. Richter’s shoulder. Re-entry is proceeding well, but the mystery persists.

“We haven’t the slightest idea how they do this,” Mr. Galaxy said. “Anybody who says they do is lying, and, if you find it, please God, tell me what it is.”

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N.T.S.B. Rules Out a Cause for Battery Fire on 787 Dreamliner





Federal investigations said Sunday that they had ruled out excessive voltage as the cause of a battery fire on a Boeing 787 in Boston this month, widening the mystery into what led to the grounding of the world’s most technologically advanced jet after a second battery-related problem last week.




With investigators focused on the plane’s lithium-ion batteries, the National Transportation Safety Board said an examination of the data from the plane’s flight recorder indicated that the battery “did not exceed the designed voltage of 32 volts.” The fire aboard a Japan Airlines plane on Jan. 7 at Logan International Airport in Boston occurred after the passengers had gotten off.


Last week, a battery problem on another 787 forced an All Nippon Airways jetliner to make an emergency landing in Japan. That episode prompted aviation authorities around the world to ground the plane, also known as the Dreamliner. The Federal Aviation Administration said last week that it would not lift the ban until Boeing could show that the batteries were safe.


But with investigators on a global quest to find out what went wrong, the safety board’s statement suggested that there might not be a rapid resumption of 787 flights. The 787 first entered service in November 2011 after more than three and a half years of production delays. Eight airlines currently own 50 787s, including United Airlines.


On Friday, Japanese safety officials, who are in charge of investigating the second battery problem, suggested that overcharging a battery might have caused it to overheat. Pilots decided to make an emergency landing 20 minutes after takeoff after receiving several alarms about the battery and smelled smoke in the cockpit.


That investigation is conducted by Japan’s transportation safety board. American investigators are heplping with the inquiry.


The GS Yuasa Corporation of Japan, one of the world’s leading lithium-ion battery manufacturers, makes the batteries for the 787, and Thales, of France, makes the control systems for the battery. The battery is part of a complex electrical system that powers the 787. Like many other components and structures, Boeing outsourced much of the manufacturing to partners around the world.


The safety board typically conducts investigations through a process of elimination, and rules out possible causes along the way.


It said that the lithium-ion battery that powered the auxiliary power unit, a small jet engine used on the ground, had been examined in the safety board’s Materials Laboratory in Washington.


The battery was first X-rayed and put through a CT scan. Investigators then disassembled it into its eight individual cells for detailed examination and documentation. Three of the cells were selected for more detailed radiographic examination.


Investigators have also examined several other components that they removed from the airplane, including wire bundles and battery management circuit boards as well as the battery management unit, the controller for the auxiliary power unit, the battery charger and the power start unit.


On Tuesday, investigators will convene in Arizona to test and examine the battery charger and download nonvolatile memory from the auxiliary power unit controller. Several other components have been sent for download or examination to Boeing’s facility in Seattle and manufacturer’s facilities in Japan.


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Boeing Closer to Answer on 787s, but Not to Getting Them Back in Air


Issei Kato/Reuters


Safety inspectors looked over a 787 on Friday in Japan. The plane made an emergency landing after receiving a smoke alarm.







With 787 Dreamliners grounded around the world, Boeing is scrambling to devise a technical fix that would allow the planes to fly again soon, even as investigators in the United States and Japan are trying to figure out what caused the plane’s lithium-ion batteries to overheat.




Ray LaHood, the transportation secretary, made it clear on Friday that a rapid outcome was unlikely, saying that 787s would not be allowed to fly until the authorities were “1,000 percent sure” they were safe.


“Those planes aren’t flying now until we have a chance to examine the batteries,” Mr. LaHood told reporters. “That seems to be where the problem is.”


The Federal Aviation Administration on Wednesday took the rare step of grounding Boeing’s technologically advanced 787s after a plane in Japan made an emergency landing when one of its two lithium-ion batteries set off a smoke alarm in the cockpit. Last week at Boston’s Logan Airport, a battery ignited in a parked 787.


The last time the government grounded an entire fleet of airplanes was in 1979, after the crash of a McDonnell Douglas DC-10.


The grounding comes as the United States is going through a record stretch of safe commercial jet flying: It has been nearly four years since a fatal airline crash, with nearly three billion passengers flying in that period. The last airliner crash, near Buffalo, N.Y., came after a quiet period of two and a half years, which suggests a declining crash rate.


Investigators in Japan said Friday that a possible explanation for the problems with the 787’s batteries was that they were overcharged — a hazard that has long been a concern for lithium-ion batteries. But how that could have happened to a plane that Boeing says has multiple systems to prevent such an event is still unclear.


Given the uncertainty, it will be hard for federal regulators to approve any corrective measures proposed by Boeing. To lift the grounding order, Boeing must demonstrate that any fix it puts in place would prevent similar episodes from happening.


The government’s approach, while prudent, worries industry officials who fear it does not provide a rapid exit for Boeing.


The F.A.A. typically sets a course of corrective action for airlines when it issues a safety directive. But in the case of the 787, the government’s order, called an emergency airworthiness directive, required that Boeing demonstrate that the batteries were safe but did not specify how.


While the government and the plane maker are cooperating, there are few precedents for the situation.


“Everyone wants the airplane back in the air quickly and safely,” said Mark V. Rosenker, a former chairman of the National Transportation Safety Board. “But I don’t believe there will be a corner cut to accomplish that. It will happen when all are confident they have a good solution that will contain a fire or a leak.”


Boeing engineers, Mr. Rosenker said, are working around the clock. “I bet they have cots and food for the engineers who are working on this,” he said. “They have produced a reliable and safe aircraft and as advanced as it is, they don’t want to put airplanes in the air with the problems we have seen.”


The government approved Boeing’s use of lithium-ion batteries to power some of the plane’s systems in 2007, but special conditions were imposed on the plane maker to ensure the batteries would not overheat or ignite. Government inspectors also approved Boeing’s testing plans for the batteries and were present when they were performed.


Even so, after the episode in Boston, the federal agency said it would review the 787’s design and manufacturing with a focus on the electrical systems and batteries. The agency also said it would review the certification process.


The 787 has more electrical systems than previous generations of airplanes. These systems operate hydraulic pumps, de-ice the wings, pressurize the cabin and handle other tasks. The plane also has electric brakes instead of hydraulic ones. To run these systems, the 787 has six generators with a capacity equivalent to the power needed by 400 homes.


Nicola Clark and Christopher Drew contributed reporting.



This article has been revised to reflect the following correction:

Correction: January 19, 2013

An earlier version of this article misstated how regulators responded to small cracks found in the wings of the Airbus A380, and when those cracks were found. Regulators required inspections, followed by fixes, last year, not two years ago; the plane was not grounded.



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Social media dispute resolution stumps some companies






(Reuters) – If HBO cuts out on you in the middle of the latest “Girls” episode, and you have Charter Communications Inc as your cable provider, don’t try tweeting your dismay to their customer service department. Nobody will hear your lament.


Charter, the fourth largest cable provider in the U.S. with 5.2 million customers across 25 states, closed up its social-media based customer service team in December. “Umatter2Charter,” as it was known, had been taking customer complaints over Twitter and Facebook and trying to resolve them, but the company says it is now done with working out customer service issues in social media forums.






The move, which might seem to conflict with the growth of social media, highlights the difficulty some businesses are having with free-flowing, round-the-clock social media, its public nature and the expectation of immediate responses.


With Facebook users numbering about a billion and Twitter drawing 200 million, it might be hard to believe that any retail enterprise would drop out of the fray, but Charter isn’t the only major company to announce such a move. Also in December, the largest single grocery store in New England – the Wegmans in Northborough, Massachusetts – shuttered its Facebook page despite having some 8,000 fans.


“It’s a tough sport,” says J.D. Peterson, vice president of product marketing for San Francisco-based Zendesk, which helps companies manage customer service. “The real-time nature of it – at times the volume that can come from it – it’s very new and different for businesses.”


While Peterson’s company recommends going where the customers are – and a big chunk are clearly on social media – Peterson says not all businesses share the same philosophy or have the ability to engage those consumers in these open forums. But any company that has a significant online presence doesn’t really have a choice, he says, working with consumers through social media is expected of them.


Advocates for the use social media say the challenge actually presents an opportunity for businesses – showing they are responsive to complaints and care about their customers can bring in revenue.


“I have seen this time and time again, and the end result is that the interaction often turns an irate customer into an advocate for the brand. And that is worth it’s weight in gold,” says Mike Rowan, chief marketing office for Atlanta-based Swarm, which manages social media for companies.


That’s certainly the way retailer Lands’ End, a division of Sears Holdings Corp, sees it.


“When we started using social media tools like Facebook and Twitter in early 2009, it gave us a new opportunity to do what we’ve done for 50 years, which is connect with our customers,” says Michele Casper, Lands’ End’s senior director of public relations. “Whether it is through social media, our call centers or online, we offer the same level of customer service through each channel.”


DIVERTING COURSE


Charter says it is not walking away completely from social media – just the idea of providing customer service via Twitter. The company says it has ample other avenues for consumers to get help – including telephone, customer service counters and live chat on its web page.


“We communicate with thousands of customers each day on the phone and in person, and that’s where we’ll focus our efforts,” says Charter spokeswoman Anita Lamont. “While social media is a method some consumers choose to seek help, Charter offers phone and web-based contact solutions where all customers can access resources to provide assistance.”


The abandonment of the Facebook page at the Massachusetts Wegmans store, which caused a great fuss among the store’s “fans,” was, in large part, due to the inability to respond quickly enough to consumers. Store personnel couldn’t break off enough time from their other roles to constantly monitor the page, Wegmans spokeswoman Jo Natale says, allowing comments to sit unanswered – a no-no in the world of social media.


“Our top priority has always been, and will continue to be, providing incredible service to customers who shop in our stores,” she says. “And it isn’t as though there aren’t other avenues for folks to connect with us if they have a question or concern.”


As much as customers expressed surprise and dissatisfaction at the decision, Natale says, it came down to a decision that if the store couldn’t serve the Facebook page at a level it felt was expected that it shouldn’t do it at all.


“They quickly discovered, once the store opened and got very, very busy, that it wasn’t so easy to stay on top of comments or to find the time to post,” Natale says. “In a retail operation like ours, there isn’t anyone sitting at a PC or checking a mobile device throughout the day. It’s a fast-paced business that requires our people to be on the floor serving customers.”


(The author is a Reuters contributor. The opinions expressed are his own)


(Follow us @ReutersMoney or at http://www.reuters.com/finance/personal-finance; Editing by Beth Pinsker and Tim Dobbyn)


Social Media News Headlines – Yahoo! News





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Alicia Keys first Sundance as producer, composer


PARK CITY, Utah (AP) — It's a busy week for Alicia Keys.


The singer-songwriter is set to perform at three events during Barack Obama's presidential inauguration on Monday. She'll sing the National Anthem at the Super Bowl on Feb. 3. And meanwhile, she popped over to Park City, Utah, to debut her first film as executive producer and composer.


The 32-year-old entertainer is attending her first Sundance Film Festival to support "The Inevitable Defeat of Mister and Pete," which premiered Friday. Directed by George Tillman, Jr., the film tells the story of two young boys who survive the streets of Brooklyn on their own.


Keys said she was drawn to the film because of its "authentic" story and its setting in her hometown of New York City.


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Business Briefing | Medicine: F.D.A. Clears Botox to Help Bladder Control



Botox, the wrinkle treatment made by Allergan, has been approved to treat adults with overactive bladders who cannot tolerate or were not helped by other drugs, the Food and Drug Administration said on Friday. Botox injected into the bladder muscle causes the bladder to relax, increasing its storage capacity. “Clinical studies have demonstrated Botox’s ability to significantly reduce the frequency of urinary incontinence,” Dr. Hylton V. Joffe, director of the F.D.A.’s reproductive and urologic products division, said in a statement. “Today’s approval provides an important additional treatment option for patients with overactive bladder, a condition that affects an estimated 33 million men and women in the United States.”


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