It’s quite hard to believe that just five years ago we didn’t have tools like Twitter to engage and track the people, things or products that interested us. New tools like Twitter and Facebook now play such an integrated part of our personal and business lives that it is difficult to imagine how we coped when you were curious about a product or things just went awry. Like when you had a problem you couldn’t solve or a question about a new product’s features and all you had was a “Press 1 for enquiries, Press 2….” driven call-centre or an impersonal and often unattended customer service email address at your disposal.
My view is that, for a while, participation in things like Twitter used to be an opt-in choice, but for many people and companies today not being part of the online conversation is a real and detrimental active opting out.
There isn’t the real world and then there’s Twitter. New paradigms like Twitter increasingly reflect the realities of life and business at such a high fidelity that was entirely unimaginable just five short years ago. Oh, and I’m @garyturner, Software company executive.