Social networks are real time..TV stations need to catchup

Social networks, and especially micro-blogging services like Twitter are incredible sources for the real-time release of news and sports results. As a result, as their use grows and expands, television networks are going to face huge challenges to their archaic programming practices.

These television networks are used to being the “only” source of coverage for their customers to keep up with happenings around the world, be they the latest scores or updates on breaking news items. Because of this, most networks, especially in a place like Australia which is far removed in terms of timezone and geography from most locations globally, often show sporting events on delayed telecast, or hold back breaking news items until regular news bulletins or broadcasts.

These days, that is really playing with fire. At any time, it is very easy to use a service like Twitter Search to find someone tweeting sports scores, or commenting on news items. For example, Channel 7 during the Olympics delayed the broadcast of many of the events, including Matthew Mitcham winning gold in the 10m platform diving. As a result, a number of people tweeted the result of the event before Channel 7 showed it (see here for an example). This meant actually watching became a total let-down and definitely encouraged me to switch channels before it was finished.

If the stations aren’t careful this will start happening more and more, and will be just another death blow to the “dinosaur” networks who are under extreme pressure from a variety of sources (including online) already.

Update (1/9/08): About 10 minutes after posting this it was bought to my attention that someone was live Twittering the coup in Thailand (see here). Yet another great example of the real-time news breaking caapbilities of social networks whic television networks (and for that matter newspapers as well) just can’t replicate.

Web 2.0 companies still need to listen to their customers

Many companies who claim they work in the web 2.0 space listen closely and pay attention to any feedback, issues or comments that their customers may have. However, just calling themselves a web 2.0 company doesn’t mean that a company can forget their most important asset, their customer base. In fact, I would argue that companies who claim to be developing collaborative applications or encouraging customer to create, modify or mash-up content HAVE to listen to their customers intently or face the real risk of losing their credibility totally.

Unfortunately a first-hand example has arisen recently showing that some companies are really dropping the ball in these situations.

The issue involves a product called Twhirl , a Twitter client for the PC which has recently been purchased by Seesmic, a company who encourages customers to create their own video content. Seesmic uses a customer feedback website called GetSatisfaction to track customer feedback, highlight whether they are working on the issues raised, and to provide solutions. Unfortunately it appears that recently Seesmic have not been listening to the feedback from their customers regarding issues with Twhirl.

Sixteen days ago (August 5th) I posted an issue to GetSatisfaction highlighting the fact that the ability to follow someone in Twitter through Twhirl was broken. To date there has been no answer, even though 11 other people to date have flagged the same issue and 5 replies have been posted. In addition, I have tweeted a number of times to Seesmic (see here and here for examples of 2 of the 4 tweets) none of which having garnered any responses.

This is terrible customer service and not good enough in this day and age. In fact, in the spirit of the web 2.0 world, its an EPIC FAIL. Seesmic really needs to pickup their game in terms of customer service or risk bleeding Twhirl customers and destroying the product.

Is anyone listening…..

Update (23/08): As you can see from the comments below, Thomas Knoll from Seesmic has now acknowledged the issue and indicated that they are working on a resolution. I appreciate his acceptance that they should have provided some feedback regarding the issue earlier. If Seesmic had done this they could have saved a whole lot of customer frustration which really just didn’t need to happen. It is interesting to note Thomas’ comment re working smarter, not harder. Sounds like a good topic for another blog post…

Social networks as information sources

I use Twitter a lot while I am at work. I have been feeling a bit guilty about this, as in most large companies doing something like interacting with Twitter rather than focussing on “core” work activities would be viewed as time-wasting and unproductive.

However, what I have realised is that my Twitter network is actually becoming an essential part of my information-sourcing activities, which are critical to my role. Through Twitter I have been able to access many leading thinkers in areas of interest for me in my current role, as well as research reports, case studies and technical information, all of which I have utilised to a great extent, and to great effect to perform the “core” activities of my job.

Whilst there are definitely exceptions to the rule, as mentioned above many large companies are oblivious to the type of benefits that web 2.0 services like Twitter can provide to their employees. Note that I am not referring to Enterprise 2.0 types of services which are generally internally focussed, but open publicly available services like Twitter and Friendfeed. These open systems allow employees to draw on the social networks they have created in the same way they use traditional internal informal networks that are always so beneficial to those who know how to use them.

If only most companies realised the treasure trove of expertiseand information that their employees would be able to access if they encouraged the use of such services. Sadly, its only the enlightened few that do.