This is interesting. I just made my post yesterday about Social Networking and the help desk and I hear about a vendor who has integrated some sort of social media into a help desk software product. In this case, ManageEngine integrated Twitter with the customer help desk software.
A little background first. When customers feel satisfied or frustrated, they generally vent out their feelings and opinions by calling support or emailing them. If they don’t get any response, they blog about their experiences. With Twitter, it just became easier. 140 characters …

What would happen if our regular help desk integrated with social networking platforms like Facebook, Twitter, Google Docs, etc. Would it be possible? Will it be useful? Will it increase the load on the help desk or reduce it? Will it help the end user or hamper him?
ITIL itself defines the help desk as a “single point of contact”. Social networking talks about collaboration – multiple points of contact. Aren’t they really paradoxical?
Let’s look at how organizations function. They have multiple end users, an IT department with a support team  …

Here’s stuff I am reading today:

Ev’s Advice For Startups: “Do Something Awesome”
This Machine Eats Tweets: The System Behind @Comcast and Others
While You Were Out: Apple’s Years With and Without Steve Jobs