I sent in an audio comment to today's FIR (20 January) about the growth of mobile messaging apps like WhatsApp, Viber, and LINE. Are you using any of these apps today, either personally or professionally?
My research in the 1990's showed that social media systems need content constraint e.g., filtering much like what Facebook did/does automagically with EdgeRank. G+ to my knowledge lacks that, and as such will surfer from a Firehose issue; mitigated by the fact that the circles/communities on G+ act as natural filters.
Starting a MOOC this week all about gamification. It's a free 10-week course offered by Coursera. Will be sure to keep the community updated about my experience, including relevant examples for the FIR Community.
Bryan, I took this course previously. You're in for a fun time. It was largely conceptual when I took Prof. Werbach's course. I hope now you'll be able to share more real-world examples of how gamification has been applied at work. Thanks.
Here's an example of an Instagram Direct message I sent to US-based American Airlines last Friday. More than 72 hours later, it hasn't even been viewed. As I noted in my audio comment on this week's FIR, the airline isn't yet set up to review and respond to these private messages on IG. They redirected me to send in the question via Twitter DM. That approach might work in the interim, but it won't last long once customers turn to this channel for their customer service needs in increasing numbers.
Director of Customer Success at Lithium. Husband & dad. Red Sox fan. Based in Austin, TX.
Bryan Person is the Director of Customer Success at Lithium, a social a customer experience platform. In his role, Bryan works with enterprises to build brand advocates by integrating social customer service into their business strategy.
Bryan is the founder of the Social Media Breakfast, a networking and education series for social media professionals with chapters in more than 40 cities around the world. Bryan lives in Austin, Texas with his wife and two children, and is a diehard Boston Red Sox fan.
Areas of interest:
How brands provide customer service through social media
Facebook brand marketing, including News Feed Optimization (NFO) and EdgeRank
- Got married in Brisbane, Australia!
Syracuse University (BA)
Queensland University of Technology (MA)
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