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November 17th, 2009 by Wadds

Don’t sync updates: different networks, different audiences (lessons from a 13-year old)

I got an ear bashing from my 13 year old goddaughter this weekend. Why, she asked, do you keep posting nonsense on your Facebook news feed. It’s because I’ve synced my Twitter feed with my Facebook feed I explained. “Twitter?” she said.

My Twitter network is made up of a different group of people from my Twitter network. Facebook is family, friends, mates from school, university and stalkers. Twitter is mainly people from my professional life.

Don’t get me wrong, there’s some crossover between the different networks. Life isn’t perfectly ordered. But inevitably when I push a message automatically from one network to another some folk get confused.

It could be about to get a lot worst. Thanks to a deal between LinkedIn (exclusively professional contacts in my network) and Twitter last week I can sync my LinkedIn feed with my Twitter feed, either automatically, or selectively by adding a hashtag #in to my tweets.

By syncing updates between various networks I’m not sharing a message with a network but have reverted to an aged-old broadcast model. Each network has a different audience and I should tailor my content appropriately.

Stephen Davis has made this case to me on numerous occasions. Have a read of this aptly titled blog post – Tweeters: Stop spamming my Facebook! I’m starting to see his point.

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October 19th, 2009 by Wadds

Hit and miss customer service from Twittering internet retailers

Twitter is developing as a platform for customer relations. It is an incredibly efficient and cost effective means to communicate with customers.

In the last 48 hours I’ve polled internet retailers to find out whether they have contingency plans in place for the national postal strike.

twitter_questions

I asked a dozen brands using Twitter IDs sourced directly or via e-consultancy: @amazon; @CDWOWUK; @espares; @figleaveshome; @firebox; @grazedotcom; @Hotel_Chocolat; @lovefilm; @maplintweet; @overheardatmoo; @playcom; and @waterstonesltd.

I’ve had four responses from @espares, @figleaveshome, @firebox and @lovefilm. @mat_henton from espares deserves special praise. He responded within minutes.

twitter_responses

It’s hardly exhaustive or scientific survey (a bit like real life) but it shows that a handful of internet retailers are making extraordinary efforts to use Twitter as a channel and tackle the impending postal strike.

Equally others are using Twitter as a broadcast channel or have work to do to put contingency plans in place for the postal strike.

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