Social networking usage (Facebook…) surpassed email: what does it mean?

Morgan Stanley yesterday released its latest Internet trends report.

In the PDF version of that report, which is a nice collection of stats and graphs for your next PowerPoint presentation, there is a graphic that shows that, from a communications perspective, social networking has surpassed email.

The graph, that is based on comScore data, clearly indicates that social networking usage surpassed email.

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Online help systems and social media customer service: choice and usability

Social media are said to be great for customer service purposes. And many companies do have a social media presence to service their customers. I guess you know the names of those that do it successfully on Twitter, for instance. 

Last week-end I noticed a tweet from someone asking for help from a well-known software company by tweeting that he needed support and stating why, using the @company.

I asked him – via Twitter – to tell me if the company would answer. Later he tweeted me that they didn’t but that they helped him elsewhere online. Today I read that the company did help him via Twitter. So, kudos to the software company.

However, this small story made me think. I know how frustrating it can be if you have a problem with the software you rely on everyday, and I can be extremely impatient to get help then myself. 

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