If you start interacting with customers via Twitter – and are successful – how do you scale your efforts to meet demand? What if you could develop automated agents that can help human agents in responding to Twitter inquiries? In this episode of Emerging Tech Talk, host Dan York is down at the Enterprise 2.0 conference in Boston and talks about how you can now build apps on the IMified platform that can interact with people on Twitter in precisely these type of scenarios. (Read more in this Voxeo Talks blog post.)

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This Voxeo podcast can be found on the web at http://blogs.voxeo.com/ett. If you have comments or feedback about this show, you can either leave comments here on the show blog site or email Dan York.

Technorati Tags: dan york, danyork, emerging communications, emerging tech talk, emerging technology, emergingtechtalk, ett, voxeo, imified, im, self-service, bots, automation, messaging, twitter, customer service

How can Twitter, YouTube and other social media be used during the recovery from a natural disaster?

In this episode, host Dan York spoke with Martin Murray, principal spokesperson for Public Service of New Hampshire (PSNH), about how he used Twitter, YouTube and other social media during the severe ice storm in December 2008 that caused over 60% of the state to lose power. Martin also spoke a bit about issues related to restoring power with regard to the physical infrastructure. He can be found on Twitter at http://twitter.com/psnh or at http://www.psnhnews.com/

You can download or play the podcast here:

Or you can watch on YouTube at:

As is probably obvious from the various blogs I write at, I continue to be fascinated by the ways that social media technologies and micro-blogging in particular are changing some of the ways in which we communicate. Perhaps it is the ubiquitous access through mobile devices… perhaps it is the “one-to-many” aspects of the conversations within something like Twitter. Whatever the reason, the fact remains that we are seeing a new communication method emerge out of all these status updates across all the various services. Whether that is good or bad, or whether it is useful or not, are all perhaps larger questions for another time. In the meantime, I hope you found this interview with Martin Murray interesting.

P.S. If you are interested in the topic, you may also be interested in the 30-minute audio interview I did with Martin for the For Immediate Release (FIR) podcast. Given that FIR is focused on the public relations side of “communications”, Martin and I went deeper into the PR/communications side of using social media as well as the challenges of doing that within the context of a larger company.

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If you enjoyed this show, please consider one (or more) of these options:

• subscribing via iTunes
• subscribing to our YouTube account (if you are a YouTube user)
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Thank you.

This Voxeo podcast can be found on the web at http://blogs.voxeo.com/ett. If you have comments or feedback about this show, you can either leave comments here on the show blog site or email Dan York.

Technorati Tags: dan york, danyork, emerging communications, emerging tech talk, emerging technology, emergingtechtalk, ett, twitter, psnh, voxeo, social media