Security challenges in the real-time world of Twitter

Technology Security
February 18, 2013
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Since a few years Twitter has become an important news source for bloggers and journalists, as Pew Research found. That’s not without dangers of course: how reliable is the information in a tweet? We witnessed quite some hoaxes in recent years. Twitter is not only a news source for media, it has also become the subject of news with Twitter users as citizen ‘journalists’ immediately commenting and forming opinions when something happens on the network itself.

Less than an hour ago before writing this, news surfaced (on Twitter first) that the Burger King Twitter account was hacked. The logo got replaced by a McDonald’s logo and the account starting sending the weirdest messages leading to jokes, all kinds of commentaries and messages on the micro-blogging platform.

Before I even had the time to go back to the hacked account and take some screenshots the account got suspended by Twitter. Damage control by the social platform itself? We’ll probably see blogs, opinions and comments popping up in all media the coming hours and days. In fact, it already started and by now most mainstream media have caught up with the Twitter buzz. [Read more...]

Filed Under: Global, Security Tagged With: , , , ,

The personal nature of Twitter: servicing and caring in 140 characters

social-media-icons1
February 8, 2013
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From a business perspective, the best way to look at social media and channels is in an integrated way putting customers, business goals and benefits first. However, it’s important to understand – and thus use – the platforms as well. One of them is certainly Twitter, among many others from a customer service perspective. There are so many tips and tricks on how to use Twitter that it might seem irrelevant to add more. However, the untapped potential of Twitter is huge.

And regardless of all best practices and tips, Twitter deserves more attention and care. And so do customers – in the broadest sense – using the platform. This is especially the case from a customer care viewpoint but also regarding different marketing and business goals.

It’s very easy to use Twitter but I notice that among many of us, the understanding and optimal use of the micro-blogging platform is still relatively low. With a bit more care and focus on the person behind the Twitter account, there are so many ways to be more valuable on Twitter. [Read more...]

Filed Under: Contact centres, Global, Social business Tagged With: , ,