Pro-active User Support on Twitter

Following a recent tweet:

D’oh, Firefox crashed for second time this morning. Moving over to Chrome.

I received the following response:

@briankelly sorry your Firefox is hanging 😦 Here are quick fixes to prevent this again http://mzl.la/atSsFt #fxhelp

Hmm, good example of pro-active user support: rather than waiting for a user to use official channels to report a problem, a community monitors popular communication channels and responds pro-actively. An example of the ‘big society’ in action in the IT environment, perhaps? And an example of user support being provided by people who care – in this case fans of Firefox.

Itis also worth noting that my intial tweet was retweeted:

RT @briankelly: D’oh, Firefox crashed for second time this morning. Moving over to Chrome.

Perhaps this retweet was spotted with FireFox supporters spotting the risks that a user might move to the Chrome browser?

 

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