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Some of you may know that I’m working on a book called “Giving the Business To Social Media – Hype, Hope, Bust, Reality”, and I’d really like your input. Specifically, just one question for now.
Why do you use Social Media?
I’ve read thousands of blog posts and Tweets praising Twitter and how powerful it is as a customer service tool. It’s not, and it’s SO obvious that it’s not that it’s baffling why otherwise seemingly intelligent people don’t seem to see through this. Twitter offers NO advantage over any other means of providing customer service. It’s not technologically advanced. If anything it’s old technology recycled and re marketed. Participation on Twitter and other social media platforms GENERALLY increases overhead, and while it may be seen as a business necessity (perhaps wrongly), it sure as heck cannot be shown as a superior tool.
Here’s an example. You. Go here and read this anecdote about Westjet. Yes, it’ll open a new window so you won’t lose your place. Go on. Shoo.
In a virtually rambling and incoherent blog post, BFChirpy seems to write about metrics, knowledge and such stuff. Take a quick look. A great example of self-indulgent writing and thinking, AND the common extreme self-centeredness of almost all the most active social media pundits and fringe members.
I posted a response on the blog, but you never know what sticks so here’s mine: Continue reading
There’s an interesting and stimulating blog post about automating or personalizing customer service, with respect to the use of social media and networking.
Here’s the reply I left. Comments? Continue reading
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Want to lend a hand? A few years back I authored a book entitled “Perfect Phrases for Customer Service, which was published by McGraw-Hill. It’s now time to do a second edition, and one of the additions will be on social media/networking and customer service.
The book itself is oriented towards practical ways to use, and communicate to customers, and/or prevent doing things that will upset customers. It’s very specific, down to things you can say, and it’s more the type of book people reference rather than read through, although it has enough meat to read straight through.
I’m not sure I understand what falls under the term “social learning” platforms since I’ve seen almost every thing imaginable, including YouTube, described as a social learning tool. But what I’m looking for is your views.
I’ve seen so many vague claims for the effectiveness of social learning, but I’m not really seeing clear explanations of how social learning tools can help learning occur within companies and organizations in a way that will show a return on investment.
You’d expect more. These are educated, intelligent people who, in general, have achieve some level of success in their careers. No failures here. Yet, you’d expect more of an awareness of what they are doing and how they are treating people who don’t agree with their positions. You’d expect more critical thinking. You’d expect more of a desire to debate and discuss with peple who disagree, if only to learn. After all, these ARE learning professionals.
These are the people who are promoting social media and social learning as solutions to a wide variety of problems, although often they don’t specifically state what business problems would be amenable to social media. It’s understandable that there will be zealots. There were television zealots who told us that TV would revolutionize how people learn, and computer based instruction zealots who told us the same for computers and instruction. Continue reading