June 12, 2009
/ by jay.krall
It has been widely reported that the Federal Communications Commission has more than 4,000 phone operators at the ready to help people who can’t get TV reception today because they were not prepared for the transition to digital television. Now, like a lot of media pundits discussing the transition today, in your head you may be typecasting those left behind by the switch as elderly, late adopters of technology, or simply out of touch. After all, public service announcements on television have been warning us about the transition (which was originally scheduled for February and delayed until today) for more than a year. Perhaps you would expect that people tech-savvy enough to be engaging on social networks like Twitter will probably be aware of it.
You’d be surprised.
Maybe it would be a good idea for the FCC to have a few of those 4,000 operators answering questions on Twitter. As far as I can tell, the commission has no presence on the fastest growing social network. Aggregated in large quantities, these tweets could be translated into data about what aspect of the transition consumers find most confusing, and drive decisions about where to set up help centers. Of course, these sorts of tweets can be difficult to find if you’re simply sorting through Twitter Search results for “tv”. For social media monitoring purposes, you’re usually better off creating a few Boolean keyword strings to isolate what you’re really looking for, such as “TV AND doesn’t work” or “TV AND problem”, etc. I collected these tweets using the Cision Social Media Dashboard.
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