Frank Bulk wrote:
When the local power companies uses twitter, then maybe I'll consider using
twitter for our customers.
There's the temptation by some of companies to leverage the latest
technology to appear "cool" and "in tune" with customers, but by far and
large, when something goes down customers either do no nothing, wait, or
call in. I think the best use of everyone's time is to make sure their call
center/support desk has the capability to post an announcement to those that
call in. And then make sure something gets posted to the website. SMS,
Facebook, and Twitter fall in line after all that.
A plain-text status website and recorded message before the phone tree
scale quite well in the event of a major problem.
But yeah, Twitter will attract the "what's cool right now" demographic.
~Seth
