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Why Twitter Works

March 5th, 2009 Posted in Doing It Right

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Enough said.

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This entry was posted on Thursday, March 5th, 2009 at 11:23 am and is filed under Doing It Right. You can follow any responses to this entry through the RSS 2.0 feed. You can skip to the end and leave a response. Pinging is currently not allowed.
  • http://wwww.communityorganizer20.com Debra Askanase

    Jake,
    I have a similar story: I intentionally sent a tweet out that I was disappointed that there were no more invites to the beta version of topify. I was hoping that they were listening. They were, and sent me an invitation…and have responded promptly to my futher queries. Twitter does work – instantly!

  • Susan

    I would argue this demonstrates the failure of the company to showcase where to go for support. Twitter is someone yelling out in an open room. It's not someone knowing where to go for the right resources.

    That's a fail of the support channel, not a win for Twitter.

  • http://www.communityguy.com Jake McKee

    Thanks for the comment, Susan. But I couldn't possible disagree more.

    Dell could have the best support experience in the world and people are still going to a) skip the proper channels, b) not get what they need out of the proper channels, or c) have an experience in proper channels that leaves them lacking for valid or invalid reasons. Dell's presence in Twitter IS a support channel. They're showing that even if you yell “Dell sucks!” in an open room, Dell is aware and will respond.

    That's pretty great support, in my opinion.

  • http://www.communityguy.com Jake McKee

    Thanks for the comment, Susan. But I couldn't possible disagree more.

    Dell could have the best support experience in the world and people are still going to a) skip the proper channels, b) not get what they need out of the proper channels, or c) have an experience in proper channels that leaves them lacking for valid or invalid reasons. Dell's presence in Twitter IS a support channel. They're showing that even if you yell “Dell sucks!” in an open room, Dell is aware and will respond.

    That's pretty great support, in my opinion.