
36 : Twitter and the Micro-Messaging Revolution
Micro-Messaging for Internal
Communications
Micro-messaging started out primarily as a way for
people to share tiny status updates about themselves,
which isn’t a class of information traditionally traded
at work. But as people found ambient awareness very
powerful in their personal lives, they started to look for
similar connections in their professional lives.
Zappos CEO Tony Hsieh had been using Twitter for
about a year with a group of friends when he decided to
introduce it to his company in the spring of 2008. Today,
about 460 Zappos employees use Twitter (approximately
a quarter of its workforce). The company lists them on
a public website: http://twitter.zappos.com/employees;
and it aggregates their posts to Twitter: http://twitter.
zappos.com/employee_tweets. It even offers classes to
help employees get started with the service.
Hsieh has been a prominent proponent of Twitter,
widely covered by the media, and interviewers usually
assume Zappos was drawn to Twitter primarily for mar-
keting purposes. But Hsieh says that’s not a motivating
factor, and his marketing department wasn’t in on his
plan to encourage employees to Twitter. Instead, he
was interested in the internal connections it could sup-
port. “It helps us build our culture, and it makes working
together better,” he says. “Trust is higher. Communication
is better.” Employees ...