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Social media: boldly going beyond ITSM’s final frontiers

Think of this situation: A social media savvy user attempts to log into your web application; nothing happens. Where are they going to go first: to your website (searching for how to contact you for problems), or to a social media outlet to vent frustration? This article from Computer Business Review makes an interesting suggestion: instead of having your marketing team monitoring tweets and Facebook posts, why not have your help desk team keep an eye out for technical problems? As the post explains: With less time spent logging calls and more capacity for addressing service issues, service desks can focus their efforts on the age old challenge of addressing the disconnect between IT and the business. Instead of being the 'caretakers' who spend all their time performing mundane functions, IT staff can turn their considerable expertise to introducing or improving services that support broader business goals. While it seems unconventional, it makes perfect sense in the long run: by having your help desk monitor complaints on social media sites, you can cut out the middle man and provide direct support to customers. Instead of a Twitter reply saying “we'll look into that”, think of the impact of a twitter reply that says “Hi, I'm Dave, and I'm going to be the person that helps fix your problem.”

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About Anne Grybowski

Anne is a former staff writer for CAI's Accelerating IT Success, with a degree in Media Studies from Penn State University.

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