Comments on: 5 Ways to Manage Twitter at Scale http://blog.20dbs.com/5-ways-to-manage-twitter-at-scale/2010/02/ Blogging about Twitter and Social Media Mon, 15 Mar 2010 21:26:56 -0700 http://wordpress.org/?v=2.8.4 hourly 1 By: Shashib http://blog.20dbs.com/5-ways-to-manage-twitter-at-scale/2010/02/comment-page-1/#comment-682 Shashib Fri, 05 Mar 2010 18:13:12 +0000 http://blog.20dbs.com/?p=1346#comment-682 Hi Adam,<br><br>At Network Solutions we are doing the business unit / audience approach @netsolcares (support) @nsoffers (product offers) @nscareers (experiment) @growsmartbiz ( small Business resources) @wgbiz (women entrepreneurs) . Your post has got me thinking on a plan to do both one and two above. Thanks.<br><br>Shashi Hi Adam,

At Network Solutions we are doing the business unit / audience approach @netsolcares (support) @nsoffers (product offers) @nscareers (experiment) @growsmartbiz ( small Business resources) @wgbiz (women entrepreneurs) . Your post has got me thinking on a plan to do both one and two above. Thanks.

Shashi

]]> By: Bruce Wilson http://blog.20dbs.com/5-ways-to-manage-twitter-at-scale/2010/02/comment-page-1/#comment-680 Bruce Wilson Fri, 26 Feb 2010 21:17:28 +0000 http://blog.20dbs.com/?p=1346#comment-680 Thanks Eric, and you're welcome Adam. Good to be able to ponder these things as a group! Been thinking about this some more: just like social media "works" when there's a real person behind the tweets, one on one with "a real [named] person" works for customer service. By the way, now I'm totally looking forward to using AT&T's Twitter help rather than calling when I need iPhone-related assistance! Seems not only more time efficient, but like I'll be dealing with a fellow geek. On the other hand, if you glance at the AT&T twitter list - <a href="http://twitter.com/ATTCustomerCare/attcareteam" rel="nofollow">http://twitter.com/ATTCustomerCare/attcareteam</a> - the agents seem to be reusing some of the same tweets. Doubtless their workflow includes pre-written responses like any other specialized customer service environment. Hard to imagine having the job of converting the 50 (100? 500??) most common customer service responses into 140 character Tweets, though! Thanks Eric, and you're welcome Adam. Good to be able to ponder these things as a group! Been thinking about this some more: just like social media “works” when there's a real person behind the tweets, one on one with “a real [named] person” works for customer service. By the way, now I'm totally looking forward to using AT&T's Twitter help rather than calling when I need iPhone-related assistance! Seems not only more time efficient, but like I'll be dealing with a fellow geek. On the other hand, if you glance at the AT&T twitter list – http://twitter.com/ATTCustomerCare/attcareteam – the agents seem to be reusing some of the same tweets. Doubtless their workflow includes pre-written responses like any other specialized customer service environment. Hard to imagine having the job of converting the 50 (100? 500??) most common customer service responses into 140 character Tweets, though!

]]> By: Adam Schoenfeld http://blog.20dbs.com/5-ways-to-manage-twitter-at-scale/2010/02/comment-page-1/#comment-679 Adam Schoenfeld Fri, 26 Feb 2010 20:48:29 +0000 http://blog.20dbs.com/?p=1346#comment-679 Bruce and Eric, thanks for the comments! I think this trend makes a lot of sense for big companies. It helps keep the signal to noise ratio higher for a targeted audience.<br>But as you said, it will take some thought on how to manage the workflow within the organization. Bruce and Eric, thanks for the comments! I think this trend makes a lot of sense for big companies. It helps keep the signal to noise ratio higher for a targeted audience.
But as you said, it will take some thought on how to manage the workflow within the organization.

]]> By: Eric Boggs http://blog.20dbs.com/5-ways-to-manage-twitter-at-scale/2010/02/comment-page-1/#comment-678 Eric Boggs Fri, 26 Feb 2010 18:59:51 +0000 http://blog.20dbs.com/?p=1346#comment-678 Agreed, Bruce. Interesting that there seems to be a shift away from a one-account-to-many social approach to a many-accounts-to-many approach... Agreed, Bruce. Interesting that there seems to be a shift away from a one-account-to-many social approach to a many-accounts-to-many approach…

]]> By: Bruce Wilson http://blog.20dbs.com/5-ways-to-manage-twitter-at-scale/2010/02/comment-page-1/#comment-677 Bruce Wilson Fri, 26 Feb 2010 18:28:02 +0000 http://blog.20dbs.com/?p=1346#comment-677 INNteresting - thanks Adam for running this down for us. The emphasis on massing Twitter accounts rather than sharing the same account (CoTweet style) makes sense, although then there still must be additional layers of admin to assign customer responses to different agents aggregate reporting on all of the different accounts. I wonder what the workflow architecture looks like for BestBuy in particular, to incentivize agents to work independently while keeping any given customer from getting 2,000+ replies. INNteresting – thanks Adam for running this down for us. The emphasis on massing Twitter accounts rather than sharing the same account (CoTweet style) makes sense, although then there still must be additional layers of admin to assign customer responses to different agents aggregate reporting on all of the different accounts. I wonder what the workflow architecture looks like for BestBuy in particular, to incentivize agents to work independently while keeping any given customer from getting 2,000+ replies.

]]>