Tweetchat for Service Management

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Tweetchats are organized events that occur at a set time with structured agendas, or informal discussions around a specific topic or range of subjects.

  What is 'tweetchat'?

A tweetchat is simply an organized group chat that takes place using the Twitter platform.  Tweetchats are organized events that occur at a set time.  For example, every other Wednesday evening from 1 to 2pm Pacific Standard Time. To participate, twitterers just need to be using Twitter at the assigned time.

To listen or actively take part, participants just need to include an assigned assigned hashtag in any tweet listening software, or in any tweet.

Our service management tweetchat format is simple, and as follows:

• a hastag is set - a specific hashtag is set for the tweetchat session to mimize noise levels
• predefined question set – a set of questions is distributed prior, with primer information
• structured agenda – the organizer asks questions in turn and gives participants a set period of time to answer or comment
• close - the organizer closes each question, and introduces the next, and closes the session allowing for a five minute marketing and network free-for-all.
• free-for-all - at the end of the tweetchat session everyone can freely market their products and service and basically comment at large about any topic.

What is the tweetchat etiquette?

Often the organizer will set ground rules at the beginning.  Typical ground rules might include:

• the first 5 minutes are for introductions and will include references to primer and supporting information
• each question will be introduced and closed by the organizer, please stay on topic
• no pitching your business until the last 5 minutes
• take banter or irrelevant discussions offline, so as to not hijack the chat

Because tweetchats are so interactive and real-time, the organizer will often direct or chastise participants to ensure the tweets are relevant to the questions or discussion topics.