I get way too much spam in my inbox, even just counting things I've signed up for myself. Most of it I delete, but today's email from CoTweet stood out, and is worth mentioning. A while back I signed up for CoTweet, just to check it out -- nutshell: CoTweet lets you collaboratively monitor and manage multiple Twitter accounts -- but after my initial exploration I didn't go back to it. There may have been a reason, there may not have been. So, CoTweet, noticing my cold start, sent me an email, as any customer-aware and responsive web service should:
Subject: Is CoTweet for you? Hi Nick, We've noticed that no one has logged in to the @nickgrossman Twitter account through CoTweet lately. CoTweet is not for everyone. It's designed for teams who are managing the front-line of the real-time web for their organizations. .... No other tool allows you to engage customers one-on-one like CoTweet does. ....
They seem to have struck a nice balance between being self-promoting ("No other tool allows..."), while being self-aware and honest ("CoTweet is not for everyone"). In particular, I found the ordering of the argument to be effective. Here was my thought process:
Cotweet: "We've noticed that no one has logged in..." Me: "Yeah, yeah, I'm busy" (reaches to delete) CoTweet: "CoTweet is not for everyone" Me: "Ah nice, they're not trying to just straight up sell me. I appreciate that" CoTweet: "It's designed for teams who are managing the front-line of the real-time web for their organizations" Me: "Oh wait, that's me" (clicks sign in link)
So, thinking about my own work, there are two takeaways here: 1) make sure you follow up on cold starts (lord knows we don't do enough of this with some of our projects), and 2) when you do, phrase it in a way that's disarming, honest, and helpful. (looking forward to the email I get after I don't use it for another 3 weeks)
Today, I got my first dose of Twitter smack down, as my account was suspended along with a bunch of others following yesterday's Gov 2.0 Expo. Ouch! Well, at least I'm in good company. As one of the commenters on the Tech Crunch article noted, a situation like this is definitely a bit of a wake-up call about relying on one service for your communications. I felt eerily powerless this morning when I couldn't tweet about not being able to tweet...
I spent most of this morning looking back through old posts about the Chandler Project and OSAF. I've thought about this a lot, due to the many parallels with my work at The Open Planning Project. For newcomers, those parallels are:
Massive funding from a visionary with a dream (in OSAF's case, Mitch Kapor, in TOPP's, Mark Gorton), where that dream may not always be perfectly articulated;
Rapid staffing around an open source project attempting to satisfy that dream (OSAF's Chandler to TOPP's OpenCore /
OpenPlans