The Social Contact Centre

to a social networking way of working through the eyes of a Contact Centre manager

Archive for September 2012

First forays in SM


My first steps into the Social world were on a private basis. Having realised that I was already social networking I decided to use the media more frequently just to “acclimatise”.

The easy first steps were to wade into TripAdvisor more and to actually contribute reviews back. This just seemed like good manners to me – if you take information you should contribute equally. To date my reviews have had over 7500 readers – and quite frankly if I can spare some people the horrors and support the gems it makes me feel good.

I decided to raise my LinkedIn profile and get in touch with old colleagues, friends and university peers. This is one of the areas I find the hardest. To me a “friend” is a very specific term. I don’t have thousands of them. What I do have is lots of contacts and acquaintances. Once I got over the name I felt less embarrassed requesting a LinkedIn connection with clients, people I’d met at conferences etc. I have a clear view that my LinkedIn profile is my online CV. People judge me and I judge other people by who I know and I do the same with other people. I still find it difficult to ask for recommendations and don’t particularly like or respect the automatic exchange.

I expanded my Facebook friends and linked my Twitter account in so that I provide content. I still have some reservations about security and posting family pictures but I am getting over what is clearly my “generational” problem. My kids still won’t let me be their friend though!

Twitter and WordPress are my “natural” homes and I think this was a lesson for me. Everyone has their voice and after trying them all, will settle on a primary channel. I find Twitter natural, suits my mobile work and home life, and probably matches my attention span. With Twitter I very quickly saw the lie of the land – the different types of people who use Twitter – there are distinct clusters.

I’ve tried lots of others with different degrees of success – FourSquare (checking in at locations), Waze (collaborative satnav with a bit of Pacman built in), SoundTracking (a life through music), Showyou (watching TV together), Quora and Wikipedia (building and sharing knowledge).

The point is.. its difficult to contemplate a strategy without understanding the problem and the resources available to you.

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Written by greencontact

September 7, 2012 at 2:46 pm