Just because you have 356 different social media, web 2.0 accounts and services where you post for advertising your brand, doesn't mean your company stands behind you.
In an era of instant on, we also have instant feedback expectations.
So what are you going to do about it?
As an example, I discuss business uses of social media but when I ask about the execution of the services side, usually you hear, of course we expect the best from our people or some other similar line. Now it is all very nice for marketing and the executives to say they want to use all of this, but what about the front lines people? The ones that actually have to see, speak, touch or help real people? How does this help?
The usual complaint is the executives are not on Twitter or use someone/something else to post for them. Who cares about that, why is this any different than a weekly newsletter they don't write?
But the front lines get it, or so you think. What they get is you have opened the flood gates to any site someone wants to join. This is a great thing, but getting the employees to use it for business is hard. They use these programs for their benefit usually and sometimes for business.
As I am writing this at the PACLUG and The View Admin conference in Las Vegas, I pondered what if housekeeping was on Twitter? What about the bartender? Valet?
As it turns out they are on Twitter, someone from the hotel and they respond fairly quickly. So kudos to them.
Is this the new customer service/ What if you could Tweet to these people? Would they respond to your needs efficiently or properly?
The premise of Social Business is to be more interactive and engage the customer....but what if your front line customer service is not so great? Case in point, my hotel room had 1 hanger.
Presumably the hotel has a checklist that Housekeeping follows and my guess is a previous guest helped themselves to some hangars. There was 1 which held the laundry bag and list of services, so I know Housekeeping was there, but I would think they would make a note to get more hangars to the room. This is where Social Business gets hurt, because what if I or you started ranting on Twitter or a travel site? People don't take the time anymore to go through proper or usual channels, they just want to tweet or ping someone and get instant help.
Social Business should be an extension of customer service in a natural way. Yet, that is not really how it is working in every organization. Make the effort to be prevalent across the board so everyone is part of the solution.
Social media is being used as a shortcut but there is no shortcut to great customer service.
My Sametime JumpStart Session at Connect 2014
Thu, Dec 12th 2013 6:30a Keith Brooks I am happy to announce we will be doing a JumpStart session about how to enable the IBM Sametime Voice in Sametime 9. For those that are unaware, SUTLite is now known as IBM Sametime Voice and is no longer an added license expense. You can load this up on your own and off you go! It is FREE! But wait, you say you do not know any telephony? You are not the PBX person? You have no idea what a PBX is or does? Well, come on down to Orlando this winter, the week of Jan 26-Feb 1 and get hands on wal [read] Keywords: ibm
Took Vacation, Came back an IBM Champion
Mon, Dec 9th 2013 7:20a Keith Brooks IBM has announced the new Champions for ICS and I am honored to be named, for the second time in a row, as an IBM Champion for 2014. While on vacation with a cell phone that only makes and receive calls and no laptop, just an iPad. I was really only logging on in the morning and evening and Israel is 7 hours ahead of Eastern time. When i got back Thursday night my streams were filled with the news. Very happy to hear my old friend from Lotus days, Oliver Heinz, will be handling us this year. [read] Keywords: ibm
The Social Zombie
Thu, Oct 31st 2013 7:40a Keith Brooks I was working in the lab late one night, when my eyes beheld an eerie site, a new social site popped up asking me to join them.
What crazy thing is this I thought? Join us it said. Join them? There must be social sites I bet even for vampires, werewolves and zombies. (Yes they are real sites, may not be safe at work for obvious reasons.)
Social sites? Don't they know people have work to do? Talk to your buddies after work or on the weekends.
It was then I heard a knock on the lab door [read] Keywords: google
Update to IBM Notes 9.0.1 in 20 minutes
Tue, Oct 29th 2013 11:30a Keith Brooks This was for all 3 clients, Notes, Admin and Developer.
Fast or slow? Convenient or difficult?
You make the call, but if you jump at the chance to update your Apple devices the second a release comes out, you should do the same for Notes, Domino and Traveler.
After all, what is more important? Games and apps or your living and breathing inbox/sidebar/portal/streams?
And don't forget there is also a new version of SwiftFile to make life that little bit easier to get to inbox near zero. [read] Keywords: admin
IBM Sametime 9 Installation Spreadsheet
Wed, Oct 23rd 2013 1:50p Keith Brooks Better late than never, I have posted here a spreadsheet for installation of Sametime 9, similar to my IBM Connections 4.5 installation spreadsheet.
I took this IBM Sametime Wiki page provided and broke it down by topics (WAS, DB2, MUX, Media Manager, etc).
For those that need, that is, should be, documenting your installation details, hopefully this helps make your life easier.
You can download my spreadsheet from the link below:
Sametime 9 Installation Spreadsheet for Documentation
[read] Keywords: connections
Who Saw Your Slides? Part 2
Tue, Oct 15th 2013 12:00p Keith Brooks The 2nd part of my "Who aw your slides?" post is live at the IBM Social business Insights Blog.
you give a presentation at a conference, do you remember to post and
share your slides with those who didn’t attend? Besides posting through
the organization that ran the conference, you can also publish your
presentation on your blog or at SlideShare, which can both feed to your Twitter and Facebook accounts. But in order to get shares, first you’ll need memorable slides!
[read] Keywords: connections
Who Saw Your Slides?
Mon, Oct 7th 2013 9:50a Keith Brooks As part of the IBM Redbook Thought Leaders, I had originally wrote this post for the IBM Social Business Insights blog. This is my first two part post there.
Who saw your slides? Four tips on getting more shares (Part 1)
Has this ever happened to you? You spend weeks working on your presentation for the big conference and when your day arrives you get into presenter mode, show up early to your appointed room and prepare to take the stage. You think to yourself, this is going to be a great se [read] Keywords: ibm