Comments on: A conversation with @psnh about the ice storm, social media, and customer service http://blog.jonudell.net/2009/01/12/a-conversation-with-psnh-about-the-ice-storm-social-media-and-customer-service/ Strategies for Internet citizens Fri, 17 Feb 2012 16:47:16 +0000 hourly 1 http://wordpress.com/ By: Patrick saves the day (maybe) « Jon Udell http://blog.jonudell.net/2009/01/12/a-conversation-with-psnh-about-the-ice-storm-social-media-and-customer-service/#comment-134856 Sun, 23 May 2010 13:03:44 +0000 http://blog.jonudell.net/?p=980#comment-134856 [...] Trimming. Effective search: tree trimming but not report a problem.) But when I tweeted my query to Martin Murray (@psnh), he got back to me promptly. It turns out these aren’t power cables, they’re [...]

]]> By: A conversation with Seth Grimes about the voice of the customer « Jon Udell http://blog.jonudell.net/2009/01/12/a-conversation-with-psnh-about-the-ice-storm-social-media-and-customer-service/#comment-127225 Mon, 06 Apr 2009 17:43:40 +0000 http://blog.jonudell.net/?p=980#comment-127225 [...] company” applications, exemplified by Public Service of New Hampshire’s use of Twitter during the December ice storm, and maybe we can begin to restore a market dynamic in which these two complementary voices can [...]

]]> By: Jon Udell http://blog.jonudell.net/2009/01/12/a-conversation-with-psnh-about-the-ice-storm-social-media-and-customer-service/#comment-126457 Tue, 13 Jan 2009 13:40:29 +0000 http://blog.jonudell.net/?p=980#comment-126457 > I think there’s a danger that the
> “flavour of the month” will be used

Agree. One of the points made in the interview is that the breakthrough isn’t Twitter per se, but rather a one-to-many, pub/sub communication pattern of which Twitter is only one convenient form. Conventional blogging is another, and I argue that had this ice storm occurred 3 years ago this same story would have played out there instead.

The pattern — the architecture of one-to-many communication — that’s the thing.

]]> By: Ben http://blog.jonudell.net/2009/01/12/a-conversation-with-psnh-about-the-ice-storm-social-media-and-customer-service/#comment-126456 Tue, 13 Jan 2009 13:03:49 +0000 http://blog.jonudell.net/?p=980#comment-126456 Whilst I agree that Twitter can be a great way to disseminate information, I think there’s a danger that the “flavour of the month” will be used for purposes that are much better served by IM, forums, email, etc.

That said, customer service from utility companies and governments definitely needs improving (in Australia at least), altho I’m not sure they will ever truly embrace Web 2.0 concepts due to the possibilities for negative customer feedback published on their site..

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