Comments on: Communicate, Inform, Address Users When Things Go Wrong Online http://freshid.com/cia-for-customer-service Thu, 29 Jul 2010 19:14:23 +0000 hourly 1 http://wordpress.org/?v=3.0 By: DR http://freshid.com/cia-for-customer-service/comment-page-1#comment-241 DR Mon, 05 Oct 2009 21:56:11 +0000 http://design-for-users.com/?p=170#comment-241 Well said. I agree that Twitter should be doing much more about this. Ironically, I read in todays Boston GLobe an interview with the big cheese Biz Stone who was talking about how Twitter turned away a $500 million offer from Facebook to sell the company. Well said. I agree that Twitter should be doing much more about this. Ironically, I read in todays Boston GLobe an interview with the big cheese Biz Stone who was talking about how Twitter turned away a $500 million offer from Facebook to sell the company.

]]> By: DR http://freshid.com/cia-for-customer-service/comment-page-1#comment-240 DR Mon, 05 Oct 2009 21:53:31 +0000 http://design-for-users.com/?p=170#comment-240 Nice write-up. Very in-depth and informative rantiness! Gotta love it! I agree that they could have been a lot more proactive and forthcoming. Nice write-up. Very in-depth and informative rantiness! Gotta love it! I agree that they could have been a lot more proactive and forthcoming.

]]> By: jude http://freshid.com/cia-for-customer-service/comment-page-1#comment-232 jude Tue, 10 Mar 2009 17:09:18 +0000 http://design-for-users.com/?p=170#comment-232 I wasn't here for this weekends debacle. That was a good thing as I was here for the other.I was impressed with the twitter community coming together to help police the situation. I, like, many others spent most of the day relaying information and fixes to people just coming on or plain ole clueless. I've seen this happen to much more sophisticated forums run by the WSJ & Market Watch... I wrote a seething letter to the Community Forum telling them that if they honestly didn't care enough about board forum issues than to sent out a form letter when they pulled something off the forum, never returned messages,and never communicated nor co-mingled with their clients than maybe they didn't need any clients..... On the other hand there is a big difference between the two as WSJ&MW were there to pull in a profit through advertising and numbers/responses to their articles where as for the moment this is a free application. However it does not show very much foresight on the part of Ev and the possibilities that this creation brings to the table. I have read through his pages and yes he will bend over backwards for the celebs, when he should be looking to see the who and when of what is driving Twitter. The possibilities are mind boggling and very frustrating to people like us who see that gift just sitting there layered with a thin layer of dust, just waiting for someone to pull the ribbon. There really is no excusse as MSN and MSNBC used volunteers to monitor,pick up on glitches and either report them or find a a path around I wasn’t here for this weekends debacle. That was a good thing as I was here for the other.I was impressed with the twitter community coming together to help police the situation. I, like, many others spent most of the day relaying information and fixes to people just coming on or plain ole clueless.

I’ve seen this happen to much more sophisticated forums run by the WSJ & Market Watch… I wrote a seething letter to the Community Forum telling them that if they honestly didn’t care enough about board forum issues than to sent out a form letter when they pulled something off the forum, never returned messages,and never communicated nor co-mingled with their clients than maybe they didn’t need any clients…..

On the other hand there is a big difference between the two as WSJ&MW were there to pull in a profit through advertising and numbers/responses to their articles where as for the moment this is a free application. However it does not show very much foresight on the part of Ev and the possibilities that this creation brings to the table. I have read through his pages and yes he will bend over backwards for the celebs, when he should be looking to see the who and when of what is driving Twitter. The possibilities are mind boggling and very frustrating to people like us who see that gift just sitting there layered with a thin layer of dust, just waiting for someone to pull the ribbon.

There really is no excusse as MSN and MSNBC used volunteers to monitor,pick up on glitches and either report them or find a a path around

]]> By: When things go wrong, keep your users in the loop | ux digest http://freshid.com/cia-for-customer-service/comment-page-1#comment-223 When things go wrong, keep your users in the loop | ux digest Tue, 03 Feb 2009 16:20:12 +0000 http://design-for-users.com/?p=170#comment-223 [...] issue, Informing your users, and then Addressing the problem (the process of CIA, as described on Design for Users). When you don’t leave anyone in the dark, you’re offering a more pleasant and secure [...] [...] issue, Informing your users, and then Addressing the problem (the process of CIA, as described on Design for Users). When you don’t leave anyone in the dark, you’re offering a more pleasant and secure [...]

]]> By: Kristi http://freshid.com/cia-for-customer-service/comment-page-1#comment-225 Kristi Mon, 05 Jan 2009 22:55:25 +0000 http://design-for-users.com/?p=170#comment-225 David, thank you for posting to this from your article, which complements this one greatly: http://www.webinknow.com/2009/01/attention-twitter-you-should-be-communicating-better-during-what-some-are-calling-a-crisis.html I was pleased to see that today at http://blog.twitter.com there is a much more informative article on Monday Morning Madness. I fear though, that this was done more to comfort celebrities whose accounts were hacked today, moreso than the MILLIONS of users who make Twitter the popular place to be, every single day. I guess time will tell regarding their priorities. David, thank you for posting to this from your article, which complements this one greatly: http://www.webinknow.com/2009/01/attention-twitter-you-should-be-communicating-better-during-what-some-are-calling-a-crisis.html

I was pleased to see that today at http://blog.twitter.com there is a much more informative article on Monday Morning Madness. I fear though, that this was done more to comfort celebrities whose accounts were hacked today, moreso than the MILLIONS of users who make Twitter the popular place to be, every single day. I guess time will tell regarding their priorities.

]]> By: David Meerman Scott http://freshid.com/cia-for-customer-service/comment-page-1#comment-224 David Meerman Scott Mon, 05 Jan 2009 01:12:42 +0000 http://design-for-users.com/?p=170#comment-224 Well said. I agree that Twitter should be doing much more about this. Ironically, I read in todays Boston GLobe an interview with the big cheese Biz Stone who was talking about how Twitter turned away a $500 million offer from Facebook to sell the company. Well said. I agree that Twitter should be doing much more about this. Ironically, I read in todays Boston GLobe an interview with the big cheese Biz Stone who was talking about how Twitter turned away a $500 million offer from Facebook to sell the company.

]]> By: Kristi http://freshid.com/cia-for-customer-service/comment-page-1#comment-228 Kristi Mon, 05 Jan 2009 00:58:58 +0000 http://design-for-users.com/?p=170#comment-228 I appreciate everyone's comments so much! Gennefer, your post is very interesting: http://jellyflux.wordpress.com/2008/07/24/when-youre-dealing-with-twits-you-might-as-well-call-it-quits/ I was just starting to actively use Twitter in July and I remember hearing about that issue, but it did not affect me. I have been joking about needing the equivalent of a Twitter email tree (like the old phone trees that activate to spread news around) and your post makes me think it really is important. I cherish my Twitter friends, which is why I get so irate about something potentially ruining the service. Lisa, your point is so on target! At PentaSafe, the security software company in Houston where I worked, we had a team that defined crisis strategy, came up with concrete plans about what to do, and we were tested. Houston flooded the bottom of our building totally while we were in the middle of two important things: a product prototype we had promised a customer and a needed product update. The team organized everyone, including customer support who I think worked from home as phone calls were re-routed, and our IT guys climbed down tons of flights of stairs with our computers to bring them to us so we could all work from home and meet customer expectations. You made me remember that. What Twitter faced this weekend, and fell short of, seems even more inexcusable now. I appreciate everyone’s comments so much! Gennefer, your post is very interesting: http://jellyflux.wordpress.com/2008/07/24/when-youre-dealing-with-twits-you-might-as-well-call-it-quits/ I was just starting to actively use Twitter in July and I remember hearing about that issue, but it did not affect me. I have been joking about needing the equivalent of a Twitter email tree (like the old phone trees that activate to spread news around) and your post makes me think it really is important. I cherish my Twitter friends, which is why I get so irate about something potentially ruining the service.

Lisa, your point is so on target! At PentaSafe, the security software company in Houston where I worked, we had a team that defined crisis strategy, came up with concrete plans about what to do, and we were tested. Houston flooded the bottom of our building totally while we were in the middle of two important things: a product prototype we had promised a customer and a needed product update. The team organized everyone, including customer support who I think worked from home as phone calls were re-routed, and our IT guys climbed down tons of flights of stairs with our computers to bring them to us so we could all work from home and meet customer expectations. You made me remember that. What Twitter faced this weekend, and fell short of, seems even more inexcusable now.

]]> By: Lisa Qualls http://freshid.com/cia-for-customer-service/comment-page-1#comment-229 Lisa Qualls Mon, 05 Jan 2009 00:22:54 +0000 http://design-for-users.com/?p=170#comment-229 Kris, Great post and the CIA approach is crisis communication 101. Every company who claims to make the customer their number 1 priority should embrace and implement this kind of plan. The only thing I would add to your approach is PREPARE...a company needs to have the CIA plan developed and ready to go when the event occurs. Cheers, Lisa, @lqualls4444 Kris,

Great post and the CIA approach is crisis communication 101. Every company who claims to make the customer their number 1 priority should embrace and implement this kind of plan. The only thing I would add to your approach is PREPARE…a company needs to have the CIA plan developed and ready to go when the event occurs.

Cheers,
Lisa, @lqualls4444

]]> By: stiennon http://freshid.com/cia-for-customer-service/comment-page-1#comment-226 stiennon Mon, 05 Jan 2009 00:12:45 +0000 http://design-for-users.com/?p=170#comment-226 Completely agree with you Kris. On top of the responsiveness the folks at Twitter have to think ahead. Twitter squatting, phishing, worms, scams, stolen IDs are all possible. Simple controls that prevent, for instance, sending tens of DMs per minute, will protect Twitter from a complete melt down. The connection to the SMS networks has wider repercussions. What if a Twitter worm spread on the Friday after Thanksgiving? Retailers would not appreciate a major breakdown of the phone systems just then. -Stiennon Completely agree with you Kris. On top of the responsiveness the folks at Twitter have to think ahead. Twitter squatting, phishing, worms, scams, stolen IDs are all possible. Simple controls that prevent, for instance, sending tens of DMs per minute, will protect Twitter from a complete melt down. The connection to the SMS networks has wider repercussions. What if a Twitter worm spread on the Friday after Thanksgiving? Retailers would not appreciate a major breakdown of the phone systems just then.

-Stiennon

]]> By: Lori http://freshid.com/cia-for-customer-service/comment-page-1#comment-227 Lori Sun, 04 Jan 2009 23:53:33 +0000 http://design-for-users.com/?p=170#comment-227 Kris, I agree. I used to work in data processing. We kept our customers (other employees) frequently informed and ALWAYS overestimated resolution of problems. They knew who was in control in main console and would often ask to speak to specific techs. Now as a business owner (math and calculus tutor), I have the same policy: I inform parents that I think that grades will not improve BEFORE the tests or the grade reports come out. I ALWAYS have an explanation AND a solution. So parents advertise for us. We haven't spent ad dollars in almost ten years. But Twitter is free. Surely, they are growing everyday. It would probably take a mass exodus for big changes to come, so what do you do? You are doing it. Your argument is extremely reasonable. Just be a squeaky wheel. Spread the word. That usually works. Kris, I agree. I used to work in data processing. We kept our customers (other employees) frequently informed and ALWAYS overestimated resolution of problems. They knew who was in control in main console and would often ask to speak to specific techs.

Now as a business owner (math and calculus tutor), I have the same policy: I inform parents that I think that grades will not improve BEFORE the tests or the grade reports come out. I ALWAYS have an explanation AND a solution. So parents advertise for us. We haven’t spent ad dollars in almost ten years.

But Twitter is free. Surely, they are growing everyday. It would probably take a mass exodus for big changes to come, so what do you do? You are doing it. Your argument is extremely reasonable. Just be a squeaky wheel. Spread the word. That usually works.

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