Twitterville Updates

I have completed my first draft of the Introduction and first two chapters of Twitterville. These give an overview of the book plus deal with the history of why and how Twitter started. I've written a little more than 5000 words of a book that will be 65,000-70,000 words long.

I might have been further along, but paused to watch with horror and sadness at the tragedy of #Mumbai Simultaneously, it reconfirmed for me a belief that Twitter is at its best during a crisis. At some points, Citizen-Tweeter were  posting at the rate of 100-a-minute (144,000 posts daily) according to Associated Press. Some of the posts were inappropriate. Others downright hateful. But as I watched, sometimes for hours, I saw a story unfold in realtime, with people on the ground telling what they saw and heard, posting photos far faster than traditional media could match and using Twitter to point at them. Mumbai is an ugly story, but Twitter's role in it was inspirational to me.

So far, more than 50 people have have pointed me toward useful content regarding Twitter. It's as if I'm collaborating with the Twittersphere, which seems altogether fitting for a book that will argue that Twitter brings out the best in most people. Thanks so much to each of you. Those who point me to content I use, will be acknowledged in the published book.

I am going to take a couple of days away from Twitterville to complete an assignment for SAP.

The next four chapters are at the heart of the book and will take more time and words to complete. I am looking for help from each of you, of course. The Chapters are:

• Dell Clears a shelf. This chapter profiles how Dell Computer became the first global enterprise to become immersed in Twitter. It talks with several Dell officials and walks through the varied ways people at Dell are successfully using Twitter. I am looking for on-the-record anecdotes and observations from users who have interacted with Dell in Twitterville.
• Global Goes Local--This chapter reports on several global companies who have used Twitter in useful or interesting ways. I am looking for success stories. I will deal later with companies who have failed in their use of Twitter. I am also not interested in companies that just started an account. I want stories that tell how they and their customers have done something unique or valuable, that readers can look at and perhaps adapt for their own use. I am particularly hungry for companies who use Twitter behind the firewall and/or other b2b applications.
• Local Goes Global. This chapter looks at small companies and individuals who have achieved large footprints because of their Twitter involvement. I have several stories, but I am looking for many more.
• Better support. Lower cost. This chapter looks at companies that are using Twitter to improve customer support and service. So far it profiles Comcast Cares and I am hoping to other stories that fit into this chapter.

Nearly all the case studies and anecdotes I have gather for businesses have been US-based. Twitter is global phenomenon and I am very eager to find stories that are happening in places other than the US.

Thanks for the help so far. Like Naked Conversations, I began this project very nervous that I would not find the content I need to fill out the book. After just one week, my confidence has increased significantly, thanks to help from Twitterville.

Keep those cards and letters coming n.

Comments

[Insurance Agent]

I am totally addicted to Twitter and look forward to hearing more about your book in the future. Twitter is definitely reshaping the news media, I know about things well before my family and friends that aren't addicted yet.

[Matthew Block]

This doesn't have much to do with the chapters you listed, but I thought you might want to keep an eye on the race for the new RNC chair. A couple state chairs looking to lead the national party have set up quite a presence on Twitter. Just thought you might be interested in seeing what unfolds, even if it doesn't fit into the book anywhere.

[martha]

Thanks Twitter...
you rock...

[Justin Thorp]

Shel, you might find this Washington Post Op-Ed on Twitter interesting:
http://www.washingtonpost.com/wp-dyn/content/article/2008/12/02/AR2008120202935.html

Also... if you're looking for stories about Twitter and customer support, this is a blog post from a customer that I helped via Twitter.
http://www.thelovablerogue.co.uk/2008/11/social-media-who-gives-tweet.html

[Kate Brodock]

Hi Shel -

Have you talked with Nate Ritter, the man behind the hashtag concept? If not, I'm happy to put you in touch! He's on to bigger things now: www.crisiswire.com. :-) Very good Twitter case study.

Cheers,
Kate

[Kate Brodock]

Oops, just saw Part 4 Notes! (Catching up on weeks RSS feed, it's been busy here ;-) ) Good luck regardless, and if you do need any more crisis examples, let me know.

There have been many grassroots efforts of using Twitter for activist causes as well.... (not sure what you meant by "twitter around the world" but this is specifically for "causes").

You may also consider the less positive cases of terrorist using Twitter...

Cheers,
Kate