http://briantroy.com/blog/2008/11/13/the-myth-of-everything-responses-to-my-view-of-track/ The ramblings of an often lucid mind... Mon, 08 Mar 2010 08:01:36 +0000 http://wordpress.org/?v=2.9.1 hourly 1 http://briantroy.com/blog/2008/11/13/the-myth-of-everything-responses-to-my-view-of-track/comment-page-1/#comment-275 odd time signatures » Blog Archive » Tracking the Swarm Sat, 15 Nov 2008 07:32:43 +0000 http://briantroy.com/blog/2008/11/13/the-myth-of-everything-responses-to-my-view-of-track/#comment-275 [...] who is working on a filtering tool for Friendfeed, wrote a post this morning claiming that “everything is myth“. My response: unicorns are mythical; track requires the full stream to be [...] [...] who is working on a filtering tool for Friendfeed, wrote a post this morning claiming that “everything is myth“. My response: unicorns are mythical; track requires the full stream to be [...]

]]> http://briantroy.com/blog/2008/11/13/the-myth-of-everything-responses-to-my-view-of-track/comment-page-1/#comment-586 briantroy Sat, 15 Nov 2008 01:11:58 +0000 http://briantroy.com/blog/2008/11/13/the-myth-of-everything-responses-to-my-view-of-track/#comment-586 The customer service in real time issue is an interesting one. Having been a consultant, operations leader, and a contact center architect for multiple fortune 500 companies I'm fairly certain that no company will attempt to respond in real-time to every "issue" a customer raises in social media. Rather they will attempt to respond to some representative sample in order to effectively create the perception in the marketplace that they both care and are listening. Responding to all of it would destroy margins and drastically inflate costs.<br>The first responder challenge is equally interesting - but fraught with issues. The current mechanisms for communicating with first responders are heavily regulated, to the extent that filing a "false report" is illegal (a felony in some places). How that transfers operationally to social media is a far larger barrier than the scope of the tracked data.<br>Thanks for the comment... it seems like we are starting to clarify why, when and for what applications scope matters. The customer service in real time issue is an interesting one. Having been a consultant, operations leader, and a contact center architect for multiple fortune 500 companies I'm fairly certain that no company will attempt to respond in real-time to every “issue” a customer raises in social media. Rather they will attempt to respond to some representative sample in order to effectively create the perception in the marketplace that they both care and are listening. Responding to all of it would destroy margins and drastically inflate costs.
The first responder challenge is equally interesting – but fraught with issues. The current mechanisms for communicating with first responders are heavily regulated, to the extent that filing a “false report” is illegal (a felony in some places). How that transfers operationally to social media is a far larger barrier than the scope of the tracked data.
Thanks for the comment… it seems like we are starting to clarify why, when and for what applications scope matters.

]]> http://briantroy.com/blog/2008/11/13/the-myth-of-everything-responses-to-my-view-of-track/comment-page-1/#comment-585 hardaway Sat, 15 Nov 2008 00:48:04 +0000 http://briantroy.com/blog/2008/11/13/the-myth-of-everything-responses-to-my-view-of-track/#comment-585 I guess I would have to say, "it depends." I would like to see everything in real time so I could respond to it if I were managing a brand, because customer service can be an issue that must be addressed in real time. Or if I were a first responder. Or if it were something I had to tune into quickly. Nobody needs the whole fire house in real time, but the problem is that EVERYBODY would like SOMETHING in real time that matters to them. I guess I would have to say, “it depends.” I would like to see everything in real time so I could respond to it if I were managing a brand, because customer service can be an issue that must be addressed in real time. Or if I were a first responder. Or if it were something I had to tune into quickly. Nobody needs the whole fire house in real time, but the problem is that EVERYBODY would like SOMETHING in real time that matters to them.

]]> http://briantroy.com/blog/2008/11/13/the-myth-of-everything-responses-to-my-view-of-track/comment-page-1/#comment-413 briantroy Fri, 14 Nov 2008 20:11:58 +0000 http://briantroy.com/blog/2008/11/13/the-myth-of-everything-responses-to-my-view-of-track/#comment-413 The customer service in real time issue is an interesting one. Having been a consultant, operations leader, and a contact center architect for multiple fortune 500 companies I'm fairly certain that no company will attempt to respond in real-time to every "issue" a customer raises in social media. Rather they will attempt to respond to some representative sample in order to effectively create the perception in the marketplace that they both care and are listening. Responding to all of it would destroy margins and drastically inflate costs.<br>The first responder challenge is equally interesting - but fraught with issues. The current mechanisms for communicating with first responders are heavily regulated, to the extent that filing a "false report" is illegal (a felony in some places). How that transfers operationally to social media is a far larger barrier than the scope of the tracked data.<br>Thanks for the comment... it seems like we are starting to clarify why, when and for what applications scope matters. The customer service in real time issue is an interesting one. Having been a consultant, operations leader, and a contact center architect for multiple fortune 500 companies I'm fairly certain that no company will attempt to respond in real-time to every “issue” a customer raises in social media. Rather they will attempt to respond to some representative sample in order to effectively create the perception in the marketplace that they both care and are listening. Responding to all of it would destroy margins and drastically inflate costs.
The first responder challenge is equally interesting – but fraught with issues. The current mechanisms for communicating with first responders are heavily regulated, to the extent that filing a “false report” is illegal (a felony in some places). How that transfers operationally to social media is a far larger barrier than the scope of the tracked data.
Thanks for the comment… it seems like we are starting to clarify why, when and for what applications scope matters.

]]> http://briantroy.com/blog/2008/11/13/the-myth-of-everything-responses-to-my-view-of-track/comment-page-1/#comment-412 hardaway Fri, 14 Nov 2008 19:48:04 +0000 http://briantroy.com/blog/2008/11/13/the-myth-of-everything-responses-to-my-view-of-track/#comment-412 I guess I would have to say, "it depends." I would like to see everything in real time so I could respond to it if I were managing a brand, because customer service can be an issue that must be addressed in real time. Or if I were a first responder. Or if it were something I had to tune into quickly. Nobody needs the whole fire house in real time, but the problem is that EVERYBODY would like SOMETHING in real time that matters to them. I guess I would have to say, “it depends.” I would like to see everything in real time so I could respond to it if I were managing a brand, because customer service can be an issue that must be addressed in real time. Or if I were a first responder. Or if it were something I had to tune into quickly. Nobody needs the whole fire house in real time, but the problem is that EVERYBODY would like SOMETHING in real time that matters to them.

]]> http://briantroy.com/blog/2008/11/13/the-myth-of-everything-responses-to-my-view-of-track/comment-page-1/#comment-274 briantroy Fri, 14 Nov 2008 18:11:58 +0000 http://briantroy.com/blog/2008/11/13/the-myth-of-everything-responses-to-my-view-of-track/#comment-274 The customer service in real time issue is an interesting one. Having been a consultant, operations leader, and a contact center architect for multiple fortune 500 companies I'm fairly certain that no company will attempt to respond in real-time to every "issue" a customer raises in social media. Rather they will attempt to respond to some representative sample in order to effectively create the perception in the marketplace that they both care and are listening. Responding to all of it would destroy margins and drastically inflate costs.<br>The first responder challenge is equally interesting - but fraught with issues. The current mechanisms for communicating with first responders are heavily regulated, to the extent that filing a "false report" is illegal (a felony in some places). How that transfers operationally to social media is a far larger barrier than the scope of the tracked data.<br>Thanks for the comment... it seems like we are starting to clarify why, when and for what applications scope matters. The customer service in real time issue is an interesting one. Having been a consultant, operations leader, and a contact center architect for multiple fortune 500 companies I'm fairly certain that no company will attempt to respond in real-time to every “issue” a customer raises in social media. Rather they will attempt to respond to some representative sample in order to effectively create the perception in the marketplace that they both care and are listening. Responding to all of it would destroy margins and drastically inflate costs.
The first responder challenge is equally interesting – but fraught with issues. The current mechanisms for communicating with first responders are heavily regulated, to the extent that filing a “false report” is illegal (a felony in some places). How that transfers operationally to social media is a far larger barrier than the scope of the tracked data.
Thanks for the comment… it seems like we are starting to clarify why, when and for what applications scope matters.

]]> http://briantroy.com/blog/2008/11/13/the-myth-of-everything-responses-to-my-view-of-track/comment-page-1/#comment-273 hardaway Fri, 14 Nov 2008 17:48:04 +0000 http://briantroy.com/blog/2008/11/13/the-myth-of-everything-responses-to-my-view-of-track/#comment-273 I guess I would have to say, "it depends." I would like to see everything in real time so I could respond to it if I were managing a brand, because customer service can be an issue that must be addressed in real time. Or if I were a first responder. Or if it were something I had to tune into quickly. Nobody needs the whole fire house in real time, but the problem is that EVERYBODY would like SOMETHING in real time that matters to them. I guess I would have to say, “it depends.” I would like to see everything in real time so I could respond to it if I were managing a brand, because customer service can be an issue that must be addressed in real time. Or if I were a first responder. Or if it were something I had to tune into quickly. Nobody needs the whole fire house in real time, but the problem is that EVERYBODY would like SOMETHING in real time that matters to them.

]]> http://briantroy.com/blog/2008/11/13/the-myth-of-everything-responses-to-my-view-of-track/comment-page-1/#comment-411 tweetip Fri, 14 Nov 2008 00:58:29 +0000 http://briantroy.com/blog/2008/11/13/the-myth-of-everything-responses-to-my-view-of-track/#comment-411 Within the Firehose lives discovery - <a href="http://tweetip.us/lkkk1" rel="nofollow">http://tweetip.us/lkkk1</a> Within the Firehose lives discovery – http://tweetip.us/lkkk1

]]> http://briantroy.com/blog/2008/11/13/the-myth-of-everything-responses-to-my-view-of-track/comment-page-1/#comment-410 briantroy Thu, 13 Nov 2008 23:37:22 +0000 http://briantroy.com/blog/2008/11/13/the-myth-of-everything-responses-to-my-view-of-track/#comment-410 Tycho - What is important is arriving at some kind of common ground that allows the track community to support the broad range of track development - and continue to evangelize for openness on the part of the services. <br>Scope (how much data you ingest and from who) and filtering are both integral signal to noise controls for track - IMHO<br>Thanks for the comment... Tycho – What is important is arriving at some kind of common ground that allows the track community to support the broad range of track development – and continue to evangelize for openness on the part of the services.
Scope (how much data you ingest and from who) and filtering are both integral signal to noise controls for track – IMHO
Thanks for the comment…

]]> http://briantroy.com/blog/2008/11/13/the-myth-of-everything-responses-to-my-view-of-track/comment-page-1/#comment-272 tweetip Thu, 13 Nov 2008 22:58:29 +0000 http://briantroy.com/blog/2008/11/13/the-myth-of-everything-responses-to-my-view-of-track/#comment-272 Within the Firehose lives discovery - <a href="http://tweetip.us/lkkk1">http://tweetip.us/lkkk1</a> Within the Firehose lives discovery – http://tweetip.us/lkkk1

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