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

["Blount, Patricia A" <Patricia -dot- Blount -at- ca -dot- com>]

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. 

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)

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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