Crossing mediums in social support

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A high level discussion on crossing mediums: when to take conversations to different social channels, private channels, or support tickets.

Transcript of Crossing mediums in social support

  • 1. Crossing MediumsCrossing Mediums in Social Supportin Social Support Jason ODonnell @acdntlpoetJason ODonnell @acdntlpoet Image credit: Flickr user10ch
  • 2. ContentsContents WhatIScrossingmediums? Whycrossmediums? Howtocrossmediums? Whentoblogananswer Whentocross-posttoother channels Whentotakeconversationsoffline Resources Image credit:
  • 3. What IS crossing mediums?What IS crossing mediums? Crossingmediumsreferstotaking conversationsfromonevenueortoolto another. Thiscanbeassimpleashighlightinga blogpostinatweet,oritcanmean transitioningafewtwitter@repliesintoa supportticket. InGhostbusters,theysaid Dontcrossthestreamsbutlater wentontobreakthatrule. Insocial,itisokaytocrossthe streams,andsometimesitis theexactright thingtodo. However,weneedtobesmart aboutwhy,how,andwhenwedo. Image credits: Columbia Pictures and
  • 4. Why cross mediums?Why cross mediums? To use the right channel for the right conversations. To assist in the best, most effective method possible. To raise visibility to content on other channels. To engage with other Subject Matter Experts (SMEs) in your networks; combined knowledge is effective and efficient. Remember, the purpose for Social Support: To solve client problems faster. To drive viral adoption by amplifying your support content and building trust in your expertise. Image credit: Image credit:
  • 5. How to cross mediumsHow to cross mediums Build bridges: First and foremost: cross mediums when doing so makes things easier for the client to get the best answer. Directly acknowledge if you dont have an answer, then point to the right place or bring in the right people to help answer questions. Use Twitter @mentions, Facebook tags, or GooglePlus +mentions to connect your network of Subject Matter Experts (SMEs). Reach out to other SMEs via Instant Messenger, email, or phone if need be. Make sure your blogs and forums are RSS feed enabled and get yourself added to the appropriate aggregators. Use links to open support tickets, contact info, forums, or other channels. Image credit: flickr user wallygrom
  • 6. When to blog an answer?When to blog an answer? When you need more room for explanation than the social channel intends (140 characters for twitter or a few paragraphs for a forum post). If you have an example / solution and want to share with more than just the one follower asking for help. To establish more credibility in the answer than a forum reply may provide (reply in the forum by pointing to your blog post). When you have a solution without a question (for example, usage scenarios which may prove helpful to other clients). When a technical document exists, but needs more context (always link back to the originating document). To aid with improving the SEO (search engine optimization) of a technical document. SEO is improved with social sharing which includes blogging. Image credit: Flickr user photosteve101 Image credit: Flickr user Paul Veugen
  • 7. When to cross post to other channels?When to cross post to other channels? When youve blogged or answered a question and want to improve visibility post to other forums, Google+, Twitter, LinkedIn, and/or Facebook. Balance your cross-posting to be sensitive to your audience. Not all posts are appropriate for all channels. Stagger cross-posts to touch audiences in different time zones. When youve posted to a forum and want to highlight the thread for others to see and comment. When you need to engage your network to help find a solution. Image credit: Flickr user cambodia4kidsorg
  • 8. When to take a conversation offline?When to take a conversation offline? When you need a more private or confidential conversation away from public eyes. To enlist the help of an admin. To discuss confidential or client identifying information. To collaborate with a colleague on the right answer before providing it publicly. To challenge a previously provided answer by a colleague if you disagree. Use the channel features provided like direct messages on twitter or private messaging on forums, Instant Messaging, email, or phone. Image credit: Image credit:
  • 9. ResourcesResources Social Business Best Practices: IBMs Social Computing Guidelines: http:// IBMs Business Conduct Guidelines: Image credit: Flickr User San Jos Library
  • 10. Connect with JasonConnect with Jason Choose your favourite channel at: AcdntlPoetAcdntlPoet..comcom