All in Twitter

How Closely do Traditional and Social Media Based Customer Support Services Need to be Coordinated?

In Five Challenges Government Faces When Adopting Web 2.0 I wrote about the need to consider the cost impact on the organization of hiring additional “community managers” to support the addition of social media and social networking to overall customer support operations:
Command Line continues a tradition of intelligent, literate, and thoughtful interviews with his October 1, 2008 interview with Evan Prodromou of Control Yourself. The interview provides insight into the related topics of open source software commercialization, and the possible “federated” nature of post-Twitter micro-blogging.

What Comes After Web Sites and Online Social Networks?

Today we use the web in many ways. Traditional web sites — “places we go” on the web to do things — still exist. But increasingly, web based transactions also depend on the nature of our online relationships with other people.
One year ago I published Balkanization of the Web - or Just Better Focus? There I expressed concern that the proliferation of specialized search engines — and the indexing to support them — would lead to a more fragmented web. I thought that gaining the benefits of specialization could ultimately reduce the benefits we experience from the nearly universal access to web based contents that we’ve been taking for granted.
While walking the dog this morning I listened to the Scientific American Science Talk podcast for September 26 where psychologist Robert Epstein talked about being fooled by one of the many automated “chatterbots” that exist on the Web as artificial intelligence demonstrators. The interview made me think about Twitter and the disjointed nature of some of the “conversations” one can follow online via that service.
Members of the Social Media Collective are blogging about Twitter. To see what I mean, go to the Collective’s front page and search for “twitter” or use this Social Media Collective Search Engine I set up using Google’s custom search service. (I’ve already blogged about the topic here.) This Twitter discussion got me to thinking about the decisions we make about connecting with others during the day.