Social Media: Hot Topic for Technology Services World
Our 2010 Spring Technology Services World (TSW) Conference is just around the corner, kicking off on Monday, May 3rd. It seems only yesterday we were in Las Vegas last October; I definitely ran out of time to lose that 50 pounds I wanted to get rid of before the next conference! If you are a regular blog reader, you know that social service (customer communities, emerging social media channels like Twitter, etc.) is a hot topic, and I wanted to highlight some conference sessions around this topic you don’t want to miss.
First up is the TSIA’s director of social media, Shawn Santos, who had the top attended session at our Vegas event. Shawn will present, “Don’t Believe the Hype: Social Media & Technology Services,” on Tuesday at 11am. This session dismantles the hype surrounding social media and explores real-world examples of how technology companies are successfully using social media to service their customers. We’ll delve into ROI, staffing & social media operational models and give you compelling data and examples that will get you started down the path of least resistance in structuring your social media tools, people, and processes.
Another really interesting session is longtime TSIA/SSPA member and all around great guy, Manish Sinha, Vice President Global Customer Care, Yahoo. Manish is going to tackle a topic I hear companies struggling with every week–how to successfully leverage customers to create content without throwing quality out the window. Come to his session, “An Efficient and Effective User-Generated Content Moderation,” on Tuesday at 2pm, and learn how Yahoo! is addressing the ongoing challenges with user generated content (UGC) moderation. Manish will discuss his philosophy on how best to improve moderation consistency, effectiveness, and efficiency, as well as the frightening truth of moderation resources and an enormous business opportunity currently untapped. Sinha will outline the opportunities and respective solutions: automation, community, and customer care. I’ve seen a draft of his materials–this will be a great session.
The final session I will hype, selfishly, is my own breakout on Tuesday at 4pm, “The 2010 TSIA Technology Heatmap.” In this session I will unveil the results of my 2010 Member Technology Survey, showing technology adoption and spending trends across support services, professional services, and field service. Social media spending is HOT, and my adoption and spending data shows how quickly companies are moving to support these emerging customer channels.
I look forward to seeing all of you in Santa Clara. If you’d like to schedule a 1:1 meeting with me, look for the signup sheet at the registration desk when you pick up your badge–my slots fill up fast. Thanks for reading!