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A Contrarian View of Twitter Etiquette
Aug 2, ’09
10:04 PM
Twitter has been around long enough that its users have generated a substantial body of conventional wisdom on the topic of Twitter etiquette. In fact, a Google search shows that there may be as many as two links to Twitter etiquette content for every actual Twitter member (nine million etiquette links for its four million users). An embarrassment of riches to be sure.
Yet within this wealth of good ideas lurks a tendency toward a parochial tone that, at least for this amateur Twitter user, reminds one of a schoolmarm with ruler in hand, ready to strike at the first infraction. So, in the interest of providing a small amount of balance to the universe, I hereby meekly present my Contrarian View Of Twitter Etiquette.
[1] Its OK to just follow others without feeling the need to tweet X times a day or meet an artificial volume expectation.
Being the Adult in the Room for Social Media Initiatives
Jul 6, ’09
11:51 AM
The Social Media hype cycle seems to have leveled off a bit over last few months, and we are seeing more examples of large organizations using these new tools and sharing their successes and lessons learned. The promise of social media for business includes real-time customer feedback, trend identification, additional brand loyalty, and a richer relationship with customers.
A small sampling of recent examples include:
- A passenger on Virgin America doesn’t get his meal, tweets about it, and the airline is quick enough in its monitoring that it can contact the flight crew and get him a meal before the flight ends
- Comcast, a member of an industry not known for terrific customer service, has a team of people monitoring the web and attempting to provide instant responses to those with a complaint, or considering moving to another provider
- TI builds a community portal for its engineers to directly connect with external customers (also engineers) and share best practices, bypassing the standard help desk interface