What is a telemetry tech?

Social Media Management: What do you feel are the pros and cons of starting a second, dedicated tech support Twitter account for a brand that already has a well-established, general purpose Twitter account?

• We are getting more and more technical support Tweets by the day, which are matters better handled by our tech support team than myself, as they have access to better resources to help our customers. The Tech support team lead has suggested starting a Tech Support Twitter account independent from our existing account. I can see the benefit in this, but I also worry that the 10,000 followers we already have will continue to use the established account for tech support anyhow, as well as the tech support account getting requests for non-tech support related issues. It seems like there would simply be a lot of forwarding back and forth between the managers of each account, and we might lose more time than we save. What do you think, folks? :)

• Answer:

  I think it's fine if you can train your followers to move to the new handle. Doing things like responding to all service questions from the service handle regardless of who they were directed towards will help with that transition but you'll still get folks who don't know there are two. All that is to say you are correct — it's not a bad idea, but the amount of work and confusion it can create is huge. The only way it would really make sense is if the current method has you missing support requests or is leading to intense internal confusion.