Recently I was annoyed with one of my personal online service providers. SmugMug, the photo sharing site I pay $39.95 per year to use, was intermittently failing to accept my uploads. With 2 children starting school and a new soccer season, I have family members & friends chomping at the bit to share in all the excitement by viewing my photos. Obviously any delay in getting these albums posted is a problem, especially when it results in a “where are those photos???” phone call from my mom.
Soon after that a couple things happened: SmugMug founder & CEO Don MacAskill started following me, and I received a tweet reply from SmugMug offering assistance via their help page/email. This got me thinking back to about a year ago when I tried using SmugMug as my HD video service. I upgraded to a Pro account and found that the upload speeds were too slow for me (note: this might have changed over the past year!). At that time I emailed SmugMug support and they could not have handled things better. They immediately downgraded my account and refunded the difference on my upgrade without any hassle whatsoever.
That’s when I started to feel remorse over my tweet complaint, for a couple reasons:
This was a company that had established a track record of reliable support with me. Perhaps I should have sent an e-mail instead of delivering a public spanking-by-tweet.
SmugMug is family owned and operated. Don is an entrepreneur just like me. Normally I tend to give small operations the benefit of the doubt when it comes to issues because I’ve been there before and I understand what it’s like to support a customer base with limited resources.
Looking back, the main reason I tweeted was because SmugMug is not free. As a paid service, I hold it to a higher standard even though it’s basically a start-up.
Obviously social media channels give people voices and influencing power they never had in the past. It wasn’t long ago that a terrible interaction with your phone or cable company might result in a bashing session around the office water cooler and perhaps a letter or e-mail complaint which never received a response. These days we can notify a mass of users in seconds via tools like Twitter & Facebook. Due to the viral nature of these broadcasts, one negative situation can quickly snowball.
So now that we have these public channels available to us, the question becomes: when do we use them? What causes consumers to take that next step and go public with their issues and general complaints? Here are some factors I consider before I “go public”:
Free vs. Paid: I generally expect more from a service I pay for
Previous Support Interactions: if I’ve gotten quality support from you in the past, I’ll lean toward keeping things private
Provider’s Background: entrepreneurs/start-ups usually get the benefit of the doubt because I can relate; big corporations like cable companies, phone companies, etc are easier to scream at because they’re nameless/faceless
Do I aspire to do business with your company one day?: no sense burning bridges before they’ve been built!
I find there are no hard and fast rules on this list. Facebook is a free service (at least in terms of monetary payment), yet I wouldn’t hesitate to rant about Facebook in a public forum. On the other hand Charter is a big company that has won me over through its proactive use of Twitter.
I’m curious to know how others feel about public gripes. What’s your main reason for complaining about a product or service on public channels? Do you get a better response from providers when you go this route? Do you consider the size of the company or what you’ve read about them before you complain? Please chime in below!
Since we’re heading to Digital ID World next week, we thought it might be interesting to show a demo of why virtual directories can help companies build social media driven applications. This post is a follow-up to my previous blog posts on “Virtualizing Social Networks” (Part 1, Part 2 and Part 3) by using a virtual directory to incorporate social media information into a virtual directory like Radiant Logic’s RadiantOne VDS. Our demo shows how you can leverage Twitter to promote products to your users based upon the people following and followed by the user.
Here is the general scenario. Company A is building a portal and would like to expose enhanced information to their customers. They are interested in enriching their user profiles by combining social network information into the data. This makes the information available in the portal more relevant for the users. They decide to start by incorporating information from Twitter into the system. This will allow them to promote products purchased by people following the user and whom the user is following. The following identity/data repositories are involved:
Enterprise Directory containing a list of all users in the portal
Order database
Twitter
One of the key requirements is that they want to minimize the application development costs and also position themselves for incorporating other social networks. They decided to leverage a virtual directory to create a view into the identity and data repositories which allows them to easily consume this information within their application. This also allows them to incorporate additional social networks without making other application changes.
Our demo highlights how you can easily incorporate data from Twitter and combine the data with information coming from both the enterprise directory and the order database without needing to make significant application changes or modify the underlying data sources. The following diagram highlights the logical design:
We used the following approach to create the demo:
Created an Enterprise Directory with the list of customers
Joined the customer directory to the order database to get a list of products purchased by the user
Joined the customer directory to Twitter to get the list of followers and who the user is following
Set the Twitter handles of other users in the VDS store to Twitter handles that match so that we show the relationships (note that we could use something like ICS to do more sophisticated matching without necessarily needed the matching Twitter ID)
The demo shows how to create two different directory tree structures for consumption by the portal:
The “Following View” shows the orders purchased by the user and the people following or being followed by the user on Twitter. The “Purchased View” extends this information to show what products have been purchased across the user’s social graph.
As a sneak peak, here’s a video walking you through what we are showing:
Charlie asked me to take a break from the “wordy” posts I’ve been doing and write “something that any monkey can understand” (his words, not mine). So, let’s give it a shot!
For employers, Twitter—where users post updates, or “tweets,” of no more than 140 characters—offers one more way to find and attract candidates, and a cheaper alternative to big online job boards. It also helps companies target social-media-savvy job hunters and convey an innovative image. For job seekers, Twitter offers the chance to interact one-on-one with companies’ recruiters and can be more convenient than job boards.
No doubt Twitter is a great way to engage with recruiters and potential employers, but how do you find what you’re looking for AND keep track of it? That’s where ChatterBox comes in:
Create a ChatterBox focused on the job search terms and/or job feed handles you’re interested in
Customize your Categories to distinguish different types of roles or specific areas of expertise
Customize your Status to reflect where you are in the process (initial response, sent resume, etc)
Create as many similar ChatterBoxes as you’d like
There you have it- a quick, easy way to manage your Twitter-based job search and know exactly what you’ve responded to.
