What is “Triage?” Typically, it’s a medical term, defined as “the process of sorting victims to determine medical priority, in order to increase the number of survivors.” So how does the concept of “Triage” apply to Social Media Monitoring? The number of social posts that mention brands continually increases. In 2012, 53% of social media […]
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Tag Archives: technicalsupport
The Paradox of Social CRM
February 20, 2012 
11 Comments
There’s a warm feeling you get when you walk into a familiar place. When the staff knows you by name, greets you with delight and serves up “the usual”, you feel honored, respected and welcome. This is the differentiator between the “mom and pop shop” and the mega mall; between the corner store and the […]
Continue readingLose Some “Wait”
February 25, 2011 Comments Off on Lose Some “Wait”
Nothing says “DISRESPECT” quite like forcing someone else to wait. And yet, that is exactly what so many brands do daily to the very customers they claim to value! It’s conventionally accepted that the customer (who NEEDS something) should be willing wait for the service provider (who HAS what they NEED.) However, somewhere along the […]
Continue readingIf Chewbacca had an iPhone
July 12, 2010 11 Comments
If only there had been an Apple store next to the Mos Eisley cantina. If Chewbacca had owned an iPhone 4, the Empire may have never had their chance to strike back.
Continue readingContent: A Banquet Best Served Warm
July 7, 2010 5 Comments
A company that hides answers behind an 800 number is like a banquet host that locks the meal in the pantry. Enabling self-service support is like laying out a rich buffet, rather than forcing guests to beg at the kitchen door.
Continue readingThe Rise of the Vocal Customer
June 30, 2010 7 Comments
Today’s corporations are facing a mighty challenge: The Rise of the Vocal Customer. Individual business functions will have to think as a single organism to truly maximize the available opportunities that come along side Social Media. So, taking a cue from the Power Rangers, we must “Make the MegaZord.”
Continue readingBut what if no one READS the manual?
June 16, 2010 15 Comments
Web analytics will soon make it obvious if anyone is reading our technical documentation. Technical writers must to begin actively listening to customers now, so that future doc-sets can be tailored to their real-time needs.
Continue readingPrepare for the coming judgement
June 15, 2010 9 Comments
Within a year or two, web analytics will make it painfully obvious which technical writers write content that matters and which do not. So the time to tune up your text is today.
Continue reading- Don’t let doubt drown your gift
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