Comments on: Government Conversations via Twitter http://andrearbaker.com/2008/10/15/government-conversations-via-twitter/?utm_source=rss&utm_medium=rss&utm_campaign=government-conversations-via-twitter Life Through The User-Driven/Generated Web Sun, 11 Jul 2010 14:32:32 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: mixtmedia http://andrearbaker.com/2008/10/15/government-conversations-via-twitter/comment-page-1/#comment-45 mixtmedia Thu, 16 Oct 2008 18:47:03 +0000 http://andrearbaker.com/?p=80#comment-45 Andrea,<br>Thanks so much for picking up the conversation! (Thank you as well for positive shout-outs for DoD New Media's efforts.) I agree with you that TSA does a great job, as does Comcast. They each have the right spirit and right "face." Sounds like we're talking about a whole new version of empowered customer service -- perhaps customer service 2.0...? Tougher for some agencies-- DoD especially--which deal with very sensitive and/or proprietary topics. Inbound requests and queries are currently handled by a centralized group called Public Inquiry. Info requests are then filtered to appropriate military service, etc. This brings up the issue where do customer care and Twitter care overlap? I suppose they are currenlty serving different audiences. As Millenials age, however, will Twitter (as well as other microblog and blog platforms become the future of customer care? If this is the way that things go, there are tremendous implications for a shift in agencies'/companies' customer care systems to monitoring services and tools. Andrea,
Thanks so much for picking up the conversation! (Thank you as well for positive shout-outs for DoD New Media's efforts.) I agree with you that TSA does a great job, as does Comcast. They each have the right spirit and right “face.” Sounds like we're talking about a whole new version of empowered customer service — perhaps customer service 2.0…? Tougher for some agencies– DoD especially–which deal with very sensitive and/or proprietary topics. Inbound requests and queries are currently handled by a centralized group called Public Inquiry. Info requests are then filtered to appropriate military service, etc. This brings up the issue where do customer care and Twitter care overlap? I suppose they are currenlty serving different audiences. As Millenials age, however, will Twitter (as well as other microblog and blog platforms become the future of customer care? If this is the way that things go, there are tremendous implications for a shift in agencies'/companies' customer care systems to monitoring services and tools.

]]> By: Martin Sullivan http://andrearbaker.com/2008/10/15/government-conversations-via-twitter/comment-page-1/#comment-44 Martin Sullivan Thu, 16 Oct 2008 12:01:02 +0000 http://andrearbaker.com/?p=80#comment-44 There is huge potential for utilizing twitter to KIT w/ representatives etc. I call my elected officials a lot as it is. Problem there is accountability, they never address my issues or return the calls (called the president many times too with the same effect). The transparency alone would be hugely beneficial. You hit the nail on the head:<br><br>"I also like the fact that whomever is the tweeter, they sign their name. I like the transparency in ownership." There is huge potential for utilizing twitter to KIT w/ representatives etc. I call my elected officials a lot as it is. Problem there is accountability, they never address my issues or return the calls (called the president many times too with the same effect). The transparency alone would be hugely beneficial. You hit the nail on the head:

“I also like the fact that whomever is the tweeter, they sign their name. I like the transparency in ownership.”

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