All of a Twitter: How businesses are turning tweets into dollars
This article was published in the May 2009 issues of Canary Wharf magazine and City magazine.
Image: Matt Hamm (Flickr)
Twitter's growth has been exponential over the last year with an ever increasing army of people and brands joining the service's ranks of microbloggers. The reason for its growth is undoubtedly down to Twitter's simplicity and the way in which it allows users to receive each other's updates without entering into anything approaching the social bind of a 'friendship'; the system employed by the networking behemoths Facebook and Myspace. If you're interested in what someone's saying then you can 'follow' them and hear more and when you get tired of them you can sever your ties without the slightest twinge of social guilt.
Technology businesses have naturally been some of the first and most effective to use Twitter as a platform for brand awareness and consumer engagement. Dell Outlet UK, the arm of Dell that sells its cut-price returned and refurbished computers regularly tweets about new offers and deals. This is a win-win situation as consumers get alerted to money saving offers and Dell harnesses the power of the microblog to create an exclusive club of potential customers who are privy to the best deals and are actually more likely to purchase them because of the implied scarcity of products offered only to a minority of people.
Twitter has also allowed businesses to keep track of what their customers are saying about them. 5 years ago a customer might have called or emailed their friends to tell them what terrible customer service they had received; a complaint that would have cut the company out of the loop. But now that same customer might tweet about their bad experience and, as Twitter updates are publicly viewable, the company can not only listen to the complaint but also respond to it.
Indeed, Southwest Airlines recently received a slew of free advertising for spotting a tweet by a technology journalist who was dissatisfied with the company's communication regarding his canceled flight. A representative of the airline got in touch with the journalist to smooth things out and the result was a widely read article praising Southwest Airlines' use of Twitter as a customer engagement tool that hit all the major social media news portals.
In the current employment market Twitter has also become a tool of finding work. The social media site mashable.com recently ran an article on finding a job on Twitter and reports seem to suggest that many people have been successful. With the right tweets, retweets and followers it seems like Twitter really can get you a job although this also means that those still in the market for a job should take care of what they say on Twitter as employers are now sure to be watching potential employee's accounts as closely as their blogs, LinkedIn profiles and Facebook activity.
Correctly harnessed then, Twitter can be an unrivaled tool for brand awareness, customer engagement and personal gain but all would do well to remember that Twitter now has the power to make and break reputations and businesses and it would be prudent to plan your engagement strategy before joining one of the world's fastest growing networks.
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About
Tom Hubbard-Green is the E-marketing Executive at Alzheimer's Society and a freelance technology journalist.
His articles have been published in a variety of magazines and industry publications including Figaro Digital, O2 Venue magazine and City magazine.
Top 5 tips for protecting your data online (and getting an imaginary pet dog)
5. Use your imagination
Image: R Philipson (Flickr)
Lots of sites are still using bad security questions and it's an easy way to get your account swiped. Common questions like 'what is the name of your pet?' and 'what is your mother's maiden name?' are actually pretty easy to get the answers to. Friends with your mum on a social network or like to tweet about your cat? Yeah, you're busted.
The way to get around this is simply to use your imagination. I always pick the 'what is the name of your pet?' question because I don't actually have a pet but I do have an imaginary dog. Only I know his name and since he's not real he never appears in photos on Facebook or does something cute I need share on Twitter. He is my imaginary password recovery dog and you shouldn't wait until Christmas to get one.
4. Use KeePass and go crazy with the long passwords
If you don't have an imagination or you do and your imaginary dog is called "password" you can use the program KeePass to securely hold a list of passwords and even generate random ones for you. KeePass has one master password which allows you to copy and paste your other passwords into your browser. This way you only need to remember one password so you can make the others as complicated and as unhackable as you want.
3. Don't let your online accounts go solo
Where possible, always link a secondary email address to an account. Gmail lets you do it and it's a great idea. Even if your password gets compromised it can be possible to get your account back this way. And since another password secured account is safer than a security question you're better off having it this way. Just don't have the same password for your primary and secondary email addresses.
2. The password is dead! Long live the passphrase!
A password (emphasis on 'word') can be brute forced especially if your password is a word in the dictionary. Far more difficult to get at are passwords that are strings of words put together - passphrases. A string of random words is tricky to remember but if you pick a sentence it's much easier to recall. "ThisIsMyExcellentWorkPassword" with some numbers and punctuation in it is actually a pretty good password.
1. Hack yourself
My recent article, 'How I hacked my own life', showed that there is a staggering array of information available about you on the internet. I found pretty much everything I needed in order to give someone a good shot at cracking open some of my online events.
Only by actively trying to hack your accounts can you really be sure how it easy it is to get into them and only by looking through your public social media presences can you know what information you've divulged that might be used to crack open your online world.
Next week I lay into the 3 most irritating ads of 2009. Subscribe via RSS to make sure that you don't miss out.