I’ve noticed three interesting trends on twitter in the last week which I think have a bearing on customer service, organisational data privacy, developing/maintaining social networks in the professional sphere. One of them has been my direct experience, the others I’ve observed.
I don’t think these are necessarily Good or Bad things, just a consequence of the way that twitter is being used. But something “service providers” will need to watch out for.
1. Feedback on an official service made via a twitter reply (@personname) to an individual person tweeting (mostly) in their personal capacity. The person is closely associated with the service, but not solely responsible for it. Organisations will need to watch out for this and respond/be seen to respond?
2. Direct messages via twitter (or other means) commenting on a blog post. I’ve posted a summary of these as a comment on the relevant blog post, unattributed, as I think they’re valid comments. Given that bloggers can say whatever they like, comments offer other perspectives – not quite the challenge of peer review, but it feels to me as though there’s something about fairness and balance in including these sorts of comments too. Over-scrupulous? (couldn’t the person just have posted an anonymous comment on the blog themself?) Just naïve?
3. Re-posting someone else’s tweet rather than re-tweeting, but without acknowledging the original poster (eg. “via @personname”). If someone works hard to get an informative tweet in less than 140 characters, shouldn’t they get some credit from the network?! (This might just be me, with a background in copyright and working in an organisation where avoiding and detecting plagiarism is of concern.)