why twitter at the help desk
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whatwho
whenwher
ewhyhow
@lukelibrarian
at thehelp desk?HDI San Antonio, 2009-11-19
Luke Rosenberger http://bit.ly/hdi-sa
whatwho
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ewhyhow
@lukelibrarian
at thehelp desk?
whatwho
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@lukelibrarian
whatwho
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@lukelibrarian
microblogging
whatwho
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@lukelibrarian
microbloggingpublishing
whatwho
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@lukelibrarian
microbloggingpublishing
syndication
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microbloggingpublishing
syndication
aggregation
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@lukelibrarian
microbloggingpublishing
blog post syndication
aggregation
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microbloggingpublishing
blog post syndication subscribe aggregation
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microbloggingpublishing
blog post syndication subscribe aggregation feed reader/portal
whatwho
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microbloggingpublishing
blog post = tweet syndication subscribe
aggregation feed reader/portal
whatwho
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@lukelibrarian
microbloggingpublishing
blog post = tweet syndication subscribe = followaggregation feed reader/portal
whatwho
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@lukelibrarian
microbloggingpublishing
blog post = tweet syndication subscribe = followaggregation feed reader/portal = home "timeline"
whatwho
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@lukelibrarian
the real powersimplicity
whatwho
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the real powersimplicity
openness
whatwho
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the real powersimplicity
opennesscommunity
whatwho
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@lukelibrarian
at the help desk?
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at the help desk?
notification
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at the help desk?
notification
awareness
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at the help desk?
notification
awareness
engagement
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@lukelibrarian
whatwho
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•inside end users
•public users •helpdesk staff
•sysadmins•external partners
•executives
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@lukelibrarian
•vendors•security intel•competitors•industry news
•professional orgs
•thought leaders
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@lukelibrarian
•colleagues•conferences•type-a users •other help desks
•innovative users
•c-suite
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whatwho
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right hereright now
•brief, quick•proactive (< calls)
•fault-tolerant•mobile-friendly
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•network value
•proactive (< o_O)
•focus attention
•on your schedule
everywhereall the time
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•at user's demand
•point of need •inspiration•low overhead
anywhereanytime
whatwho
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@lukelibrarian
whatwho
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gap analysis
x3
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not?
whatwho
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@lukelibrarian
exposure? too late roi: get in fronttime & attention? automate integrateliability? professionalism accountability
whatwho
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@lukelibrarian
http://twitter.com/[email protected]
Icon graphics:"Modified Human Theme" by Hucz
Creative Commons license CC-BY-SA-2.5http://commons.wikimedia.org/wiki/Modified_Human_icons
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