re:Tech Writing for Social Networks (Twitter, Facebook, etc.)

[Gregory P Sweet <gps03 -at- health -dot- state -dot- ny -dot- us>]

Patricia worries:

> I think this is my biggest fear when using sites like Facebook, Twitter,
> even Techwr-L. I don't want us to simply post the party line, "Please
> contact 1-800-Support" ad infinitum. Our brand is in the customers'
> hands... one small slip-up can potentially be transmitted all over the
> web (i.e, "virally") in mere seconds, undoing years of brand
> cultivation. (shudder)

And what pray tell makes you think that just by avoiding social media
yourself you can prevent this from happening? The outlets are there, anyone
who has issues already has a voice, by engaging you can head that off --
the alternative, well as they say: Your silence speaks volumes.

There are already documented cases where companies have done more harm to
themselves by not engaging in social media than by staying out for fear of
giving someone with a grudge a voice. I'll post some examples as soon as my
Internet access is restored.

-Greg
twitter: @gps03

techwr-l-bounces+gps03=health -dot- state -dot- ny -dot- us -at- lists -dot- techwr-l -dot- com wrote on
06/03/2009 09:00:12 AM:

> To engage customers in the documentation process via social networks, it
> stands to reason that we'll need to develop a plan for dealing with
> complaints, criticisms, and just plain crankiness.
>

>
> Whatever we do, it has to be real, but not sure how to accomplish that
> yet.
>
> I picked up a copy of Groundswell (Charlene Li, Josh Bernoff) and am
> finding it very insightful (halfway through it). Thanks, Geoff. Your
> original post led me to it. I agree that the social sites seem better
> suited for marketing, sales and support functions that doc, but I'm sure
> if I can just stop myself from thinking solely in terms of "books," this
> whole idea has promise.
>
> Patty b.
>
>
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ComponentOne Doc-To-Help 2009 is your all-in-one authoring and publishing 
solution. Author in Doc-To-Help's XML-based editor,  Microsoft Word or 
HTML and publish to the Web, Help systems or printed manuals. 
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Help & Manual 5: The complete help authoring tool for individual
authors and teams. Professional power, intuitive interface. Write
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