Tara Hunt has posted a great piece recently on Twitter for companies (by the way, if you don’t follow Tara’s blog, you really should take a look). Here’s a a small illustrative anecdote from WSTC last week.
I gave a presentation at our internal WebSphere conference that talked about Twitter, among other things (ordinarily I’d Slideshare the presentation, but it did contain some stuff I can’t post externally, sorry about that… maybe I’ll write an external version sometime).
One slight technical hitch. The conference organisers were set up to record presentations from a Windows laptop and Powerpoint using Camtasia. I was presenting using Keynote on the Mac, so I chose to use ScreenFlow to record the session (I noticed that Jason McGee did the same thing for his WebSphere sMash pitch earlier in the week). I tested beforehand and everything seemed good, but just at the end I switched virtual desktops to do an unscripted demo of something, and found a stack dump from ScreenFlow on the screen. I’d spoken for an hour, taken 15 minutes of questions… and lost the lot.
I twittered my frustration and headed out into the corridor, thinking about re-recording.
Within minutes, I checked my email and found an email offering support from one of the guys at Vara Software, who produce ScreenFlow.
Well there’s yet another illustration of the power of Twitter. Let’s be clear, they haven’t in fact been able to recover the data for me, but that doesn’t matter… this level of responsiveness and support just makes the relationship I have to that particular piece of software much more positive and sticky. I’m pretty impressed. I assume that they were using Tweetscan or Summize (Twitter mashups / “search engines”) to watch for references to their software and decide whether to respond. This was just great.
Oh, and this worked brilliantly to illustrate my point about why folks should take a look (or second look) at Twitter in the talk itself. This is increasingly becoming an important channel of communication.