Comments on: Email is dead, taken out by Twitter, chat and communities.

By: Tools controlling communication « Blog Stu – Stuart Miniman

Tools controlling communication « Blog Stu – Stuart Miniman — Wed, 15 Jul 2009 11:42:51 +0000

[...] emails. Now I’m no suggesting that we should get rid of email (nor would I claim that email is dead or even that you should take a day a week away from email), rather like PowerPoint, it should be [...]

By: The argument that “email is dead” is a red herring – Think Outside In

Wed, 24 Jun 2009 00:48:24 +0000

[...] some time now, many, many people have spoken about how email is on the way out as a primary communication channel, and how [...]

By: If e-mail’s dead, then what’s all this stuff in my inbox? « Diabloguer

If e-mail’s dead, then what’s all this stuff in my inbox? « Diabloguer — Wed, 27 May 2009 16:54:17 +0000

[...] “Taken out by Twitter, Chat and Communities,” opines Gartner Group’s Michael Maoz, saying, “Customers want more immediacy, and e-mail never lived up to that standard.” [...]

By: David Kay

David Kay — Thu, 21 May 2009 15:17:12 +0000

By email, do you mean really email (support@yourbiz.com) or are you including all online case submission techniques? If the former, I generally agree. If the latter, I’m seeing exactly the opposite trend–not only for all the reasons Gary Ross brings up in his response, but also because online case submission is the logical entry point for many of the other resources you describe–smart knowledgebase interactions, forums searching and posting, chat interventions, etc. Call it “service experience management” or whatever–it all starts with presenting a need online.

I live in the high-complexity tech support world–lower complexity, highly repeatable service issues may be different.

–David

By: Glenn

Glenn — Wed, 20 May 2009 17:29:46 +0000

I agree with your points. I disagree with your conclusion. More here:
http://www.allbusiness.com/technology/software-services-applications-internet-social/12336189-1.html

I’ll be reading…

Glenn

By: Michael Maoz, Gartner : “L’email est mort !” : ContactDistance

Michael Maoz, Gartner : “L’email est mort !” : ContactDistance — Tue, 12 May 2009 20:43:39 +0000

[...] (l’article en anglais sur le blog Gartner) [...]

By: John Pescatore

John Pescatore — Mon, 11 May 2009 19:50:46 +0000

Phishing and spam is what largely killed email for business to consumer communications. Twitter has just started to see attacks against it – and Twitter appears to be even less attack resilient than email!

By: George Sinkinson

George Sinkinson — Mon, 11 May 2009 15:54:18 +0000

For the most part, you are correct. Twitter and other social networks actually help in the application development arena, with quick questions and answers.

But isn’t there still a place for e-mail? For remote developers, delivery of final documentation is usually required. Not sure I’d want to deliver a Users Manual in 140 byte chunks…

By: Gartner: Michael Maoz says that for contact centres, e-mail is undead, replaced by Twitter, chat, etc, etc. | Textio

Mon, 11 May 2009 15:06:06 +0000

[...] Email is dead, taken out by Twitter, chat and communities (No Ratings Yet) Loading … [...]

By: Anne Stanton

Anne Stanton — Mon, 11 May 2009 11:32:51 +0000

SPAM killed/slowed down/ tripped up e-mail more than new technology. It is really a matter of if the general population (customer service reps as well as consumers, partners and CEOs as well as staff) can keep up with their e-mail.

If in the habit of staying current on e-mail and having systems to file and retrieve easily exist then all the other technologies available today can’t beat the functionality I have found in e-mail.