Digital Marketing, Social Media Strategy, Social Media Tools, Social Media Marketing

Why Twitter Needs Its Bottom Spanked

I see Twitter being in real danger of becoming MySpace and SecondLife. Do you?

twitter social media 300x204 Why Twitter Needs Its Bottom SpankedIf Twitter doesn’t get it’s act together and improve customer experience for the masses of new users signing on, it’s going to end up as an irrelevant, niche community for a self-referential subculture.

It doesn’t surprise me in the least that new research from Hubspot shows that the majority of Twitter “members” have no followers, and have never tweeted. How would they know what to do? Has there ever been a more lonely club (online or off) than Twitter on day one? Nobody welcomes you. Nobody encourages you. You’re left to figure it out for yourself, using a woefully inadequate search tool, a bunch of abbreviations and lingo you don’t know, and a staccato communication style that values brevity over clarity.

The initial sign on and get rolling process on Facebook and Linkedin seems positively red carpet by comparison. You can reliably find people based on their real name. You can find people based on location. Or company. People are actually recommended to you based on your mutual interests.

Experience is Everything

From a collaboration standpoint, Twitter’s open API is admirable. It’s spawned dozens (hundreds?) of innovative, third party add-ons. But the problem is that new users do not know Tweet Deck from a hat rack. I get it, Twitter. Have other companies do your R&D for you, snap up the best ones, etc. That’s a great model when your service is dominated by early adopters that will gladly utilize a multitude of apps to maximize their experience, like a low rider posse with lighted license plate frames and bouncing chassis.

But when Oprah and Ashton and the gang get the rest of the world involved, you cannot cede the customer experience to third parties. You can’t have your Web site being the 37th best way to use your own service. You can’t have a social networking service that does nothing to facilitate the creation of viable networks, other than “recommending” a list of interesting (but certainly not targeted) users and then swamping them with half a million new followers.

Where’s the video for new users? Where’s the getting started guide? Where’s the profile-creation ease-of-use? Where’s a search engine that searches the biography data that users include when they set up the profile? Where’s the “here’s a list of 100 people in your town, who have tweeted about x, y, and z”? Where’s the LOVE for the user?

And I’m not even talking about the outages and unreliable search results that make Twitter the most widely adopted flawed technology since silicone boobs.

I’ve been working on the Web since 1994, and have spent a lot of that time counseling companies on delivering knockout customer experiences (much of the time working side by side with my brilliant friend Maggie Young). It’s all about sending the right messages to your customers at every touchpoint.

The message Twitter is sending right now is one that I’ve actually heard from Web programmers, and makes me cringe, even as I type this:

“If these people aren’t smart enough to figure it out, we don’t want them as a customer”

If Twitter thinks it’s going to lose it’s technophile credibility by adding some functional hand-holding for my mom and others that share her life raft on the adoption curve ocean, they won’t, trust me. Good customer experience is always cool.

@ev @biz Make it easier for people who aren’t geeks to love you. Thanks. Please RT.”

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  • http://www.cm-interiordesign.com/wordpress Richard Marti

    I agree with the Hubspot Stats and the angst many people feel when they are new to Twitter. But on the other hand, it give me a chance to help new users learn. I think it is kinda of cool that the community comes to the aid of new people.

    We all learned to dial a phone, the tool is simple. Twitter is like that. A simple tool and every day new guides and books are written about it.

    I like the fact that the users actually participate in developing tools and strategies around it, instead of over complicating a brilliantly simple communication tool.

    Lets reach out to those struggling instead of following the celebs who don’t.

  • http://www.cm-interiordesign.com/wordpress Richard Marti

    I agree with the Hubspot Stats and the angst many people feel when they are new to Twitter. But on the other hand, it give me a chance to help new users learn. I think it is kinda of cool that the community comes to the aid of new people.

    We all learned to dial a phone, the tool is simple. Twitter is like that. A simple tool and every day new guides and books are written about it.

    I like the fact that the users actually participate in developing tools and strategies around it, instead of over complicating a brilliantly simple communication tool.

    Lets reach out to those struggling instead of following the celebs who don’t.

    • http://www.convinceandconvert.com/ Jason Baer

      Richard, thanks so much for taking the time to comment. I agree that part of Twitter’s appeal is it’s simplicity. But there’s a fine line between simplicity and arrogance. I’m not suggesting making Twitter more complicated, just providing some guidance for new users. I do agree that it provides opportunities for those already using it to help others. But, knowing how to use it, and actually using it successfully are very different scenarios – as evidence by the Hubspot data.

    • http://www.convinceandconvert.com/ Jason Baer

      Richard, thanks so much for taking the time to comment. I agree that part of Twitter’s appeal is it’s simplicity. But there’s a fine line between simplicity and arrogance. I’m not suggesting making Twitter more complicated, just providing some guidance for new users. I do agree that it provides opportunities for those already using it to help others. But, knowing how to use it, and actually using it successfully are very different scenarios – as evidence by the Hubspot data.

  • http://www.cm-interiordesign.com/wordpress Richard Marti

    I agree with the Hubspot Stats and the angst many people feel when they are new to Twitter. But on the other hand, it give me a chance to help new users learn. I think it is kinda of cool that the community comes to the aid of new people.

    We all learned to dial a phone, the tool is simple. Twitter is like that. A simple tool and every day new guides and books are written about it.

    I like the fact that the users actually participate in developing tools and strategies around it, instead of over complicating a brilliantly simple communication tool.

    Lets reach out to those struggling instead of following the celebs who don’t.

    • http://www.convinceandconvert.com Jason Baer

      Richard, thanks so much for taking the time to comment. I agree that part of Twitter’s appeal is it’s simplicity. But there’s a fine line between simplicity and arrogance. I’m not suggesting making Twitter more complicated, just providing some guidance for new users. I do agree that it provides opportunities for those already using it to help others. But, knowing how to use it, and actually using it successfully are very different scenarios – as evidence by the Hubspot data.

  • http://www.stevewoodruff.com/ Steve Woodruff

    You nailed it. Twitter has left it to others (developers and users) to help people use the service. Not smart. Especially since it would take relatively little work to provide brief tutorials, quick videos, and more targeted “getting started” suggestions. We’re talking 2 days work by one person for the basics, and maybe a week or two for something slightly more sophisticated and personalized.

    • http://www.convinceandconvert.com/ Jason Baer

      Thanks Steve. I appreciate you popping by. I think it actually made sense to open the API when they were the scrappy upstart. Now, not so much. I completely agree on the relative lack of effort it would require to actually give people a helping hand. Mind-boggling to me that they haven’t done so.

    • http://www.convinceandconvert.com/ Jason Baer

      Thanks Steve. I appreciate you popping by. I think it actually made sense to open the API when they were the scrappy upstart. Now, not so much. I completely agree on the relative lack of effort it would require to actually give people a helping hand. Mind-boggling to me that they haven’t done so.

  • http://www.stevewoodruff.com/ Steve Woodruff

    You nailed it. Twitter has left it to others (developers and users) to help people use the service. Not smart. Especially since it would take relatively little work to provide brief tutorials, quick videos, and more targeted “getting started” suggestions. We’re talking 2 days work by one person for the basics, and maybe a week or two for something slightly more sophisticated and personalized.

  • http://www.stevewoodruff.com Steve Woodruff

    You nailed it. Twitter has left it to others (developers and users) to help people use the service. Not smart. Especially since it would take relatively little work to provide brief tutorials, quick videos, and more targeted “getting started” suggestions. We’re talking 2 days work by one person for the basics, and maybe a week or two for something slightly more sophisticated and personalized.

    • http://www.convinceandconvert.com Jason Baer

      Thanks Steve. I appreciate you popping by. I think it actually made sense to open the API when they were the scrappy upstart. Now, not so much. I completely agree on the relative lack of effort it would require to actually give people a helping hand. Mind-boggling to me that they haven’t done so.

  • http://shotgunconcepts.com/ Chris
  • http://shotgunconcepts.com/ Chris
  • http://shotgunconcepts.com Chris
  • http://thelostjacket.com/ Stuart Foster

    Do you really need to cater to late adopters? I think the wealth of knowledge out there is more then expansive…it’s exhaustive. Think Twitter could probably send them a link to Twittip.com and be done with it.
    [rq=18919,0,blog][/rq]Do Calls To Action Work in Comments?

    • http://www.convinceandconvert.com/ Jason Baer

      You might be right. But, they don’t even send that link.

    • http://www.convinceandconvert.com/ Jason Baer

      You might be right. But, they don’t even send that link.

    • Jenn Juckett

      To Stuart’s point the info is out there, but to Jay’s point it’s not easily found by new folks. Good resource point out – the correct link is twitip.com (one “t”) – for those of us who need that kind of help! :) – if Twitter just had a page with resource links that would be a step up.

      • http://www.convinceandconvert.com/ Jason Baer

        Thanks for weighing in Jenn. You’re spot on. And how hard would it be for them to create ONE PAGE? Crazy.

      • http://www.convinceandconvert.com/ Jason Baer

        Thanks for weighing in Jenn. You’re spot on. And how hard would it be for them to create ONE PAGE? Crazy.

    • Jenn Juckett

      To Stuart’s point the info is out there, but to Jay’s point it’s not easily found by new folks. Good resource point out – the correct link is twitip.com (one “t”) – for those of us who need that kind of help! :) – if Twitter just had a page with resource links that would be a step up.

  • http://thelostjacket.com/ Stuart Foster

    Do you really need to cater to late adopters? I think the wealth of knowledge out there is more then expansive…it’s exhaustive. Think Twitter could probably send them a link to Twittip.com and be done with it.
    [rq=18919,0,blog][/rq]Do Calls To Action Work in Comments?

  • http://thelostjacket.com Stuart Foster

    Do you really need to cater to late adopters? I think the wealth of knowledge out there is more then expansive…it’s exhaustive. Think Twitter could probably send them a link to Twittip.com and be done with it.
    [rq=18919,0,blog][/rq]Do Calls To Action Work in Comments?

    • http://www.convinceandconvert.com Jason Baer

      You might be right. But, they don’t even send that link.

    • http://YourWebsite Jenn Juckett

      To Stuart’s point the info is out there, but to Jay’s point it’s not easily found by new folks. Good resource point out – the correct link is twitip.com (one “t”) – for those of us who need that kind of help! :) – if Twitter just had a page with resource links that would be a step up.

      • http://www.convinceandconvert.com Jason Baer

        Thanks for weighing in Jenn. You’re spot on. And how hard would it be for them to create ONE PAGE? Crazy.

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  • http://www.igomogul.com/ iGoMogul

    Some good points here, Jay. I agree that Twitter’s efforts to reach out to new users have not been congruent with its tremendous growth, and that will have to change if they want to maintain that growth. There is a video on the homepage, but it doesn’t appear to have been made by Twitter themselves and is more about the concept of Twitter than how to use it.

    Greg @ iGoMogul

    • http://www.convinceandconvert.com/ Jason Baer

      Thanks Greg for stopping by. If they want mid or late adopters to catch on and really USE it, not just create a profile, they are going to have to spoon feed it a bit – IMHO.

    • http://www.convinceandconvert.com/ Jason Baer

      Thanks Greg for stopping by. If they want mid or late adopters to catch on and really USE it, not just create a profile, they are going to have to spoon feed it a bit – IMHO.

  • http://www.igomogul.com/ iGoMogul

    Some good points here, Jay. I agree that Twitter’s efforts to reach out to new users have not been congruent with its tremendous growth, and that will have to change if they want to maintain that growth. There is a video on the homepage, but it doesn’t appear to have been made by Twitter themselves and is more about the concept of Twitter than how to use it.

    Greg @ iGoMogul

  • http://www.igomogul.com/ iGoMogul

    Some good points here, Jay. I agree that Twitter’s efforts to reach out to new users have not been congruent with its tremendous growth, and that will have to change if they want to maintain that growth. There is a video on the homepage, but it doesn’t appear to have been made by Twitter themselves and is more about the concept of Twitter than how to use it.

    Greg @ iGoMogul

    • http://www.convinceandconvert.com Jason Baer

      Thanks Greg for stopping by. If they want mid or late adopters to catch on and really USE it, not just create a profile, they are going to have to spoon feed it a bit – IMHO.

  • http://livepath.blogspot.com/ Your Name (required)

    All I can say is, Amen Brutha, preach it!

  • http://livepath.blogspot.com/ Your Name (required)

    All I can say is, Amen Brutha, preach it!

  • http://livepath.blogspot.com Your Name (required)

    All I can say is, Amen Brutha, preach it!

  • http://livepath.blogspot.com/ Leigh Durst

    All I can say is, Amen Brutha, preach it! That and why do I have an ugly potato head avatar assigned to me!? WHich I cannot change?
    [rq=19578,0,blog][/rq]10 Tips for Twitter Unmarketing

    • http://www.convinceandconvert.com/ Jason Baer

      Thanks lady. I appreciate you coming by. Not sure about the potato. That is indeed pretty crazy. I think you need to be logged in or something to remove the potato. I’ll start a tubular investigation.

    • http://www.convinceandconvert.com/ Jason Baer

      Thanks lady. I appreciate you coming by. Not sure about the potato. That is indeed pretty crazy. I think you need to be logged in or something to remove the potato. I’ll start a tubular investigation.

  • http://livepath.blogspot.com Leigh Durst

    All I can say is, Amen Brutha, preach it! That and why do I have an ugly potato head avatar assigned to me!? WHich I cannot change?
    [rq=19578,0,blog][/rq]10 Tips for Twitter Unmarketing

    • http://www.convinceandconvert.com Jason Baer

      Thanks lady. I appreciate you coming by. Not sure about the potato. That is indeed pretty crazy. I think you need to be logged in or something to remove the potato. I’ll start a tubular investigation.

  • http://www.firstpersonshooter.ca/ Nikkole Stone

    Great post Jay, in particular the description of Twitter as “the most widely adopted flawed technology since silicone boobs” had my entire office in delighted hysterics.

    • http://www.convinceandconvert.com/ Jason Baer

      Thank you Nikkole. I’m glad you liked that line. I thought about pulling it out when I wrote the first draft, but figured a laugh outweighed the edginess of it. Hope to see a comment from you again soon.

  • http://www.firstpersonshooter.ca Nikkole Stone

    Great post Jay, in particular the description of Twitter as “the most widely adopted flawed technology since silicone boobs” had my entire office in delighted hysterics.

    • http://www.convinceandconvert.com Jason Baer

      Thank you Nikkole. I’m glad you liked that line. I thought about pulling it out when I wrote the first draft, but figured a laugh outweighed the edginess of it. Hope to see a comment from you again soon.

  • http://www.faceofthecookie.com/ Kiala

    But I don’t WANT my mom using Twitter. That would be the End Timez.
    [rq=19646,0,blog][/rq]Trivia and other Portland things.

  • http://www.faceofthecookie.com/ Kiala

    But I don’t WANT my mom using Twitter. That would be the End Timez.
    [rq=19646,0,blog][/rq]Trivia and other Portland things.

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  • http://www.faceofthecookie.com Kiala

    But I don’t WANT my mom using Twitter. That would be the End Timez.
    [rq=19646,0,blog][/rq]Trivia and other Portland things.

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  • http://www.sonnygill.com/ Sonny Gill

    What’s funny is that the problem of experience lies not only with new users but early adopters as well. They’ve seemingly focused their attention towards the mainstream users – the Oprahs and Ashtons of Twitter. They haven’t done much to keep their core users happy, but yet have focused time to punch out inane features like ‘Verified account’ links for celebrity profiles.

    It’s evident that customer experience isn’t on their to-do list but wouldn’t it make sense for them to create an environment that appeals more and more to core users, those users who would ultimately be willing to pay for the service (given new feature sets), and help Twitter monetize?
    [rq=22123,0,blog][/rq]#CmtyChat Kickoff

  • http://www.sonnygill.com/ Sonny Gill

    What’s funny is that the problem of experience lies not only with new users but early adopters as well. They’ve seemingly focused their attention towards the mainstream users – the Oprahs and Ashtons of Twitter. They haven’t done much to keep their core users happy, but yet have focused time to punch out inane features like ‘Verified account’ links for celebrity profiles.

    It’s evident that customer experience isn’t on their to-do list but wouldn’t it make sense for them to create an environment that appeals more and more to core users, those users who would ultimately be willing to pay for the service (given new feature sets), and help Twitter monetize?
    [rq=22123,0,blog][/rq]#CmtyChat Kickoff

    • http://www.convinceandconvert.com/ Jason Baer

      Really interesting points Sonny. Indeed, they seem to be catering a bit to the celebs. I can see how the lack of new features for core users is bothersome – it certainly is to me.

      From a monetization perspective, I was thinking about it more from a masses/eyeballs standpoint, thus my rant on ease of use for mid to late adopters.

      Seems like they suck at executing either strategy.

    • http://www.convinceandconvert.com/ Jason Baer

      Really interesting points Sonny. Indeed, they seem to be catering a bit to the celebs. I can see how the lack of new features for core users is bothersome – it certainly is to me.

      From a monetization perspective, I was thinking about it more from a masses/eyeballs standpoint, thus my rant on ease of use for mid to late adopters.

      Seems like they suck at executing either strategy.

  • http://www.sonnygill.com Sonny Gill

    What’s funny is that the problem of experience lies not only with new users but early adopters as well. They’ve seemingly focused their attention towards the mainstream users – the Oprahs and Ashtons of Twitter. They haven’t done much to keep their core users happy, but yet have focused time to punch out inane features like ‘Verified account’ links for celebrity profiles.

    It’s evident that customer experience isn’t on their to-do list but wouldn’t it make sense for them to create an environment that appeals more and more to core users, those users who would ultimately be willing to pay for the service (given new feature sets), and help Twitter monetize?
    [rq=22123,0,blog][/rq]#CmtyChat Kickoff

    • http://www.convinceandconvert.com Jason Baer

      Really interesting points Sonny. Indeed, they seem to be catering a bit to the celebs. I can see how the lack of new features for core users is bothersome – it certainly is to me.

      From a monetization perspective, I was thinking about it more from a masses/eyeballs standpoint, thus my rant on ease of use for mid to late adopters.

      Seems like they suck at executing either strategy.

  • http://www.twitter.com/shawnthinks Shawn Freeman

    Cardinal Rule #1: Don’t teach your community/customers/users to go elsewhere to engage with you. It makes ZERO sense.

  • http://www.twitter.com/shawnthinks Shawn Freeman

    Cardinal Rule #1: Don’t teach your community/customers/users to go elsewhere to engage with you. It makes ZERO sense.

  • http://www.twitter.com/shawnthinks Shawn Freeman

    Cardinal Rule #1: Don’t teach your community/customers/users to go elsewhere to engage with you. It makes ZERO sense.

  • Michelle Leroux

    Twitter is a lot like Pig Latin – you sound really impressive talking to people that havn’t used it before, but once they figure out those first few key steps (RT, DM, Hash tags etc) they are experts too. I do agree that it can be a gong show getting up to speed.

  • Michelle Leroux

    Twitter is a lot like Pig Latin – you sound really impressive talking to people that havn’t used it before, but once they figure out those first few key steps (RT, DM, Hash tags etc) they are experts too. I do agree that it can be a gong show getting up to speed.

  • http://YourWebsite Michelle Leroux

    Twitter is a lot like Pig Latin – you sound really impressive talking to people that havn’t used it before, but once they figure out those first few key steps (RT, DM, Hash tags etc) they are experts too. I do agree that it can be a gong show getting up to speed.

  • http://blog.authoritylabs.com/ Chase Granberry

    I’m seriously disappointed with Twitter and how they took an awesome service in Summize and ruined it. They’ve always had an “we’re better than our users” mindset and it’s completely apparent in all aspects of the service.
    [rq=22181,0,blog][/rq]Bing and Find the Perfect Desktop Wallpaper

    • http://www.convinceandconvert.com/ Jason Baer

      Thanks for coming by Chase. That’s why Authority Labs (www.authoritylabs.com) will succeed. You know who uses it, why they use it, and how to make their lives easier. Good for you. Keep rocking it.

    • http://www.convinceandconvert.com/ Jason Baer

      Thanks for coming by Chase. That’s why Authority Labs (www.authoritylabs.com) will succeed. You know who uses it, why they use it, and how to make their lives easier. Good for you. Keep rocking it.

  • http://blog.authoritylabs.com/ Chase Granberry

    I’m seriously disappointed with Twitter and how they took an awesome service in Summize and ruined it. They’ve always had an “we’re better than our users” mindset and it’s completely apparent in all aspects of the service.
    [rq=22181,0,blog][/rq]Bing and Find the Perfect Desktop Wallpaper

  • http://blog.authoritylabs.com Chase Granberry

    I’m seriously disappointed with Twitter and how they took an awesome service in Summize and ruined it. They’ve always had an “we’re better than our users” mindset and it’s completely apparent in all aspects of the service.
    [rq=22181,0,blog][/rq]Bing and Find the Perfect Desktop Wallpaper

    • http://www.convinceandconvert.com Jason Baer

      Thanks for coming by Chase. That’s why Authority Labs (www.authoritylabs.com) will succeed. You know who uses it, why they use it, and how to make their lives easier. Good for you. Keep rocking it.

  • http://budurl.com/vxpm Kory Kredit

    Great post Jason. FYI – there is a link to a video from CommonCraft on the Twitter home page that does help educate new users about why people use twitter. Still need a simple overview of the basics of how to use twitter though.

  • http://budurl.com/vxpm Kory Kredit

    Great post Jason. FYI – there is a link to a video from CommonCraft on the Twitter home page that does help educate new users about why people use twitter. Still need a simple overview of the basics of how to use twitter though.

    • http://www.convinceandconvert.com/ Jason Baer

      To me, the CommonCraft video describes why you would want to use Twitter. But, if you’re on the site already, aren’t you pretty much convinced of that? Follower recommendations, how tos, even an email newsletter of cool Twitter case studies would be an improvement – and would take VERY little effort.

    • http://www.convinceandconvert.com/ Jason Baer

      To me, the CommonCraft video describes why you would want to use Twitter. But, if you’re on the site already, aren’t you pretty much convinced of that? Follower recommendations, how tos, even an email newsletter of cool Twitter case studies would be an improvement – and would take VERY little effort.

  • http://budurl.com/vxpm Kory Kredit

    Great post Jason. FYI – there is a link to a video from CommonCraft on the Twitter home page that does help educate new users about why people use twitter. Still need a simple overview of the basics of how to use twitter though.

    • http://www.convinceandconvert.com Jason Baer

      To me, the CommonCraft video describes why you would want to use Twitter. But, if you’re on the site already, aren’t you pretty much convinced of that? Follower recommendations, how tos, even an email newsletter of cool Twitter case studies would be an improvement – and would take VERY little effort.

  • Kelly Kearney

    Very insightful Jay. Your post closely correlates to the high churn (~60%) of Twitter users. There is definitely more educated needed than is provided.

    I also think there is something to be said about the psychology / self-consciousness many new users feel and the expectation of saying something interesting. In other words, utilizing Twitter with an emphasis on sharing information versus the self-promotion aspect.

    As always, good stuff!

    Kelly

  • http://YourWebsite Kelly Kearney

    Very insightful Jay. Your post closely correlates to the high churn (~60%) of Twitter users. There is definitely more educated needed than is provided.

    I also think there is something to be said about the psychology / self-consciousness many new users feel and the expectation of saying something interesting. In other words, utilizing Twitter with an emphasis on sharing information versus the self-promotion aspect.

    As always, good stuff!

    Kelly

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  • Jennie

    I could not agree more! I consider myself pretty technically savvy (most days). After joining and trying it for a few days, I went looking for an easy FAQ on the site and couldn’t find much. If it’s there, it needs to be more obvious. Stuff like RTs, hashtags and how to reply directly to someone are simple once you know, but on day 1 they are kind of a mystery.

  • http://YourWebsite Jennie

    I could not agree more! I consider myself pretty technically savvy (most days). After joining and trying it for a few days, I went looking for an easy FAQ on the site and couldn’t find much. If it’s there, it needs to be more obvious. Stuff like RTs, hashtags and how to reply directly to someone are simple once you know, but on day 1 they are kind of a mystery.

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  • KJ

    Great post. I’m relatively new to Twitter. The first days were weird because I kept hearing about all the Twitter action but once I signed up, the first thing I wanted to know was where all of that action was. It’s up to the user to find it and Twitter did not do much to help me figure that out. I have since found my way around but I still feel it is an organic process as Twitter grows.

    It seems the terminology is exclusive to experienced users. Trends, hash tags, RT, and @replies all take some getting used to. I even think the term micro-blogging is confusing because Twitter is nothing like the traditional blogging we have come to understand.

    To me, Twitter also operates in a manner that seems opposite from most forums, boards, and other social media but how do you articulate that precisely? It’s weird but once you figure it out, it’s fun. You just have to stick with it long enough to make some connections. However, I can see why new users give up.

    So, yes, it wouldn’t hurt Twitter to offer a little more for the new users that sign up and ask, “Now what?”

  • http://YourWebsite KJ

    Great post. I’m relatively new to Twitter. The first days were weird because I kept hearing about all the Twitter action but once I signed up, the first thing I wanted to know was where all of that action was. It’s up to the user to find it and Twitter did not do much to help me figure that out. I have since found my way around but I still feel it is an organic process as Twitter grows.

    It seems the terminology is exclusive to experienced users. Trends, hash tags, RT, and @replies all take some getting used to. I even think the term micro-blogging is confusing because Twitter is nothing like the traditional blogging we have come to understand.

    To me, Twitter also operates in a manner that seems opposite from most forums, boards, and other social media but how do you articulate that precisely? It’s weird but once you figure it out, it’s fun. You just have to stick with it long enough to make some connections. However, I can see why new users give up.

    So, yes, it wouldn’t hurt Twitter to offer a little more for the new users that sign up and ask, “Now what?”

  • http://ceforprofit.com/ Linda Ireland

    Every customer experience starts with a person and a need they’d give something of value to have solved. Behind the curtain of the excellent points made in this conversation is Twitter’s choice of who to target and what to solve. Is it Web 2.0-savvy self learners in search of a community of same? The experience might be just fine. If they want masses who want to share their lives, the experience fails in all the ways Jason deftly points out.
    [rq=33856,0,blog][/rq]How to find your company’s bag of missing profit

  • http://ceforprofit.com/ Linda Ireland

    Every customer experience starts with a person and a need they’d give something of value to have solved. Behind the curtain of the excellent points made in this conversation is Twitter’s choice of who to target and what to solve. Is it Web 2.0-savvy self learners in search of a community of same? The experience might be just fine. If they want masses who want to share their lives, the experience fails in all the ways Jason deftly points out.
    [rq=33856,0,blog][/rq]How to find your company’s bag of missing profit

  • http://ceforprofit.com Linda Ireland

    Every customer experience starts with a person and a need they’d give something of value to have solved. Behind the curtain of the excellent points made in this conversation is Twitter’s choice of who to target and what to solve. Is it Web 2.0-savvy self learners in search of a community of same? The experience might be just fine. If they want masses who want to share their lives, the experience fails in all the ways Jason deftly points out.
    [rq=33856,0,blog][/rq]How to find your company’s bag of missing profit

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  • http://www.notwillsmith.com William Smith

    Couldn’t agree more about Twitter and the fact their web site is one of the worst ways to use the service. If they ever DO figure out how to make money, they should break off some for TweetDeck, Tweetie and Twitterific. Then again, 2 of those three have found ways to monetize that Twitter hasn’t.
    [rq=35447,0,blog][/rq]Adam Carolla – Find a Partner, Talk Less

  • http://www.notwillsmith.com/ William Smith

    Couldn’t agree more about Twitter and the fact their web site is one of the worst ways to use the service. If they ever DO figure out how to make money, they should break off some for TweetDeck, Tweetie and Twitterific. Then again, 2 of those three have found ways to monetize that Twitter hasn’t.
    [rq=35447,0,blog][/rq]Adam Carolla – Find a Partner, Talk Less

  • http://www.themurr.com/ DaveMurr

    The 1st time I used Twitter, I immediately dismissed it for the very reason you pointed out – there was nothing to show me how or why I should be and could be using Twitter. Only after coming across a blog post that explained a step-by-step guide, did I give it a 2nd try.

    Twitter should pay bloggers like this for helping re-direct lost interest.
    [rq=35524,0,blog][/rq]The Ford Lincoln MKS vs. the Garage Door

  • http://www.themurr.com/ DaveMurr

    The 1st time I used Twitter, I immediately dismissed it for the very reason you pointed out – there was nothing to show me how or why I should be and could be using Twitter. Only after coming across a blog post that explained a step-by-step guide, did I give it a 2nd try.

    Twitter should pay bloggers like this for helping re-direct lost interest.
    [rq=35524,0,blog][/rq]The Ford Lincoln MKS vs. the Garage Door

  • http://www.themurr.com DaveMurr

    The 1st time I used Twitter, I immediately dismissed it for the very reason you pointed out – there was nothing to show me how or why I should be and could be using Twitter. Only after coming across a blog post that explained a step-by-step guide, did I give it a 2nd try.

    Twitter should pay bloggers like this for helping re-direct lost interest.
    [rq=35524,0,blog][/rq]The Ford Lincoln MKS vs. the Garage Door

  • http://www.xtrord.com/ Alan Rider

    You are soooo right on this. While they’re at it, maybe they can explain why the hell I’d wanna tweet in the first place. I signed up because I heard it was the next big thing, but really haven’t figured out why it’s all the rage. Maybe I will eventually, but why not have a tour that tells me all the cool things I can do with it? How hard is that?

  • http://www.xtrord.com/ Alan Rider

    You are soooo right on this. While they’re at it, maybe they can explain why the hell I’d wanna tweet in the first place. I signed up because I heard it was the next big thing, but really haven’t figured out why it’s all the rage. Maybe I will eventually, but why not have a tour that tells me all the cool things I can do with it? How hard is that?

  • http://www.xtrord.com Alan Rider

    You are soooo right on this. While they’re at it, maybe they can explain why the hell I’d wanna tweet in the first place. I signed up because I heard it was the next big thing, but really haven’t figured out why it’s all the rage. Maybe I will eventually, but why not have a tour that tells me all the cool things I can do with it? How hard is that?

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  • http://twitter.com/rightgirl/status/2248592900 RightGirl

    RT @ChiNewsBench: Spanking Twitter http://bit.ly/C7N4V

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  • http://twitter.com/narciso17/status/2280893869 Narciso17

    In Case U Missed This Last Wk, @jaybaer Makes a Strong Case 4 Twitter Getting Its Bottom Spanked http://bit.ly/obwkm

  • http://twitter.com/strawberryjamm/status/2282110389 Jenni Merrifield

    RT @jaybaer (from http://bit.ly/hC3rT): @ev @biz Make it easier for people who aren’t geeks to love twitter. Thanks. Please RT

  • http://twitter.com/brettpohlman/status/2284991699 Brett Pohlman

    I totally agree! Why Twitter Needs Its Bottom Spanked by @JayBaer http://bit.ly/obwkm

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  • http://www.theelusivefish.com/articles Rob Clark

    “I see Twitter being in real danger of becoming MySpace and SecondLife. Do you?”

    Gotta say, that first line caught my attention. For a second I thought your post was going to unveil that Twitter actually had a business model in place and they were in danger of pulling in some revenue.

    Twitter is, essentially a startup. For now I’ll be happy if the 29 employees just focus on keeping the thing up and running and the Fail Whale at bay instead of holding the hands of new users.

    Besides, how much easier does it have to get?

    There’s Lee LeFever’s video that explains the service in plain english (can’t miss it – look for the big red button that says ‘watch a video’ on http://www.twitter.com). There’s a how-to video on http://help.twitter.com/portal which is easily reached from … well… any page on twitter. Right at the bottom the link that says ‘help’.

    Never mind that every pundit, expert, guru, maven and consultant from here to timbuktu has writ at least one blog post about twitter making NOT finding info about the service a veritable impossibility. http://tinyurl.com/q9lwqe

    But even still…. it’s an open text field. With the words ‘What are you doing?’ above it and a button that says ‘update’ below it. How much easier does it have to get?
    [rq=70667,0,blog][/rq]Twitter Updates for 2009-06-25

  • http://www.theelusivefish.com/articles Rob Clark

    “I see Twitter being in real danger of becoming MySpace and SecondLife. Do you?”

    Gotta say, that first line caught my attention. For a second I thought your post was going to unveil that Twitter actually had a business model in place and they were in danger of pulling in some revenue.

    Twitter is, essentially a startup. For now I’ll be happy if the 29 employees just focus on keeping the thing up and running and the Fail Whale at bay instead of holding the hands of new users.

    Besides, how much easier does it have to get?

    There’s Lee LeFever’s video that explains the service in plain english (can’t miss it – look for the big red button that says ‘watch a video’ on http://www.twitter.com). There’s a how-to video on http://help.twitter.com/portal which is easily reached from … well… any page on twitter. Right at the bottom the link that says ‘help’.

    Never mind that every pundit, expert, guru, maven and consultant from here to timbuktu has writ at least one blog post about twitter making NOT finding info about the service a veritable impossibility. http://tinyurl.com/q9lwqe

    But even still…. it’s an open text field. With the words ‘What are you doing?’ above it and a button that says ‘update’ below it. How much easier does it have to get?
    [rq=70667,0,blog][/rq]Twitter Updates for 2009-06-25

  • http://twitter.com/julieburgess/status/2388812057 JulieBurgess

    Why Twitter Needs Its Bottom Spanked http://bit.ly/18QgXX (via feedly)

  • http://twitter.com/yamasas/status/2405989927 yamasas

    [twitter] Why Twitter Needs Its Bottom Spanked | Social Media Marketing | Social Media Consulting – Convince & Convert http://bit.ly/vMNuO

  • http://twitter.com/amandabucklow/status/2533330424 Amanda Bucklow

    RT @tweetmeme Why Twitter Needs Its Bottom Spanked | Social Media Marketing | Social Media Consulting – Convince & Co… http://bit.ly/EDuAH

  • Ivory

    Jason, I see what you mean but as one of those early adopters, I also get the point of those web devs. Evan & the gang didn’t start Twitter to make $$, they were just programming nerds who wanted to do something cool with their time. So I’m not sure they really care about building a huge user base by catering to mid-late adopters.

    Also, twitter is very simple and there’s not much to learn. For those that are curious all you need to do is google “how to use twitter” and you’ll find what you need.

  • http://YourWebsite Ivory

    Jason, I see what you mean but as one of those early adopters, I also get the point of those web devs. Evan & the gang didn’t start Twitter to make $$, they were just programming nerds who wanted to do something cool with their time. So I’m not sure they really care about building a huge user base by catering to mid-late adopters.

    Also, twitter is very simple and there’s not much to learn. For those that are curious all you need to do is google “how to use twitter” and you’ll find what you need.

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  • Mike Byrnes

    I joined Twitter earlier this summer to see what the noise was all about. Actually, there was a group of us who took the plunge simultaneously and I’m the only one still giving it a whirl; I find it therapeutic when the Red Sox are getting spanked by the Yankees. I am not sure what a Tweet Deck is and am not sure how people communicate directly. Somebody explained to me what RT means and how hash-tagging works but your point is Twitter should be doing this up front and I agree.

  • Mike Byrnes

    I joined Twitter earlier this summer to see what the noise was all about. Actually, there was a group of us who took the plunge simultaneously and I’m the only one still giving it a whirl; I find it therapeutic when the Red Sox are getting spanked by the Yankees. I am not sure what a Tweet Deck is and am not sure how people communicate directly. Somebody explained to me what RT means and how hash-tagging works but your point is Twitter should be doing this up front and I agree.

  • http://YourWebsite Mike Byrnes

    I joined Twitter earlier this summer to see what the noise was all about. Actually, there was a group of us who took the plunge simultaneously and I’m the only one still giving it a whirl; I find it therapeutic when the Red Sox are getting spanked by the Yankees. I am not sure what a Tweet Deck is and am not sure how people communicate directly. Somebody explained to me what RT means and how hash-tagging works but your point is Twitter should be doing this up front and I agree.

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  • http://twitter.com/hessmichael/status/3750804468 Michael Hess

    Nice rant from @jaybear – Why Twitter Needs Its Bottom Spanked – http://bit.ly/3qsMA

  • http://twitter.com/hessmichael/status/3750845692 Michael Hess

    Correction: Sorry, nice rant from @jaybaer. Why Twitter Needs Its Bottom Spanked – http://bit.ly/3qsMA

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  • http://twitter.com/soshmedia_tyro/status/9287793683 Bekki Miske

    Why Twitter Needs Its Bottom Spanked – http://bit.ly/9DwQPc via @jaybaer

  • http://twitter.com/johnebailey johnebailey

    Why on earth would anyone think that geeks love Twitter?

    I know HOW to use Twitter, I just haven't found a good reason WHY to use Twitter.

    The only useful experience I've had on Twitter has been when following a thread of tweets duing a live web cast. The entire time the thought going through my head was how much better and easier this would be if they had set up an IRC chat room instead of using Twitter.

    I'm also not sure why people think that anyone has trouble figuring out how to use Twitter. There just isn't enough to it to confuse anyone. I think my biggest issue was not knowing Twitter etiquette and whether to put the #tag at the end or the beginning of the 140 characters. I've also been disappointed that you cannot prevent a user from following you without blocking them entirely, but this is explained in the help documentation.

    I don't think the question is how, its why. Personally I pretty much use Twitter when its either the best or only option available. Its never been the best option, but there have been occasions when its been the only one. I'm sure this will cease to be the case when the fad fades and Twitter passes into obscurity as so many other internet fads have done.

  • http://twitter.com/trini76/status/10637981986 MBhoolai
  • http://twitter.com/annadavidsson/status/10688688665 Anna Davidsson

    Twitter – endast för sociala medier-datanördar? http://bit.ly/obwkm #svpt

  • letstalkandchat

    If you’re looking for webinar software, then check out Evergreen Business System. Its perfect for marketers and let’s you automate the scheduling of your webinars, build your list, and even follow up with your webinar registrants. If you’re going to buy Evergreen Business System, then you might as well get a free bonus! So check out http://www.mikelmurphy.com/evergreen-business-system-bonus-webinar-software/ and you’ll get a great bonus that tells you how to create a webinar, what is a webinar, and a blueprint for making a successful one. None of the other people offering bonuses are offering this. Hurry in case the guy (some dude that worked on Lord of the RIngs) offering the bonus decides to pull it down.