New, improved, internationalized help center
Twitter’s user support team is a small group of 14 people and 4 engineers dedicated to helping people use Twitter. As Twitter has grown, so has the importance of making it easy to find answers to questions, updates about known issues, and the right path to escalate a problem to someone who can help. We've been working hard to improve the help experience for people everywhere, and today we're excited to launch the first iteration of our new and improved Help Center!


So what's new?
When you click help from twitter.com, you'll find the following:

• International help resources: we've translated our help documents into Spanish, French, Italian, and German. Japanese coming soon! Thanks translators, for all your hard work!

• New Look-and-Feel: we've organized articles by topics and groups to help you find what you are looking for faster. We've integrated better with Twitter, and a fresh look-and-feel makes for a happier browsing experience.

• @anywhere integration: you'll notice hovercards in article comments in your tickets! This makes it easy to follow a user, or retweet what others are saying.

• Improved Search: we've worked with Zendesk, our third-party help desk provider, to improve search response times and results.

• Regular updates on known issues: all of our known issues are listed here, updated every week by our Support team. We've also linked to Twitter's Status blog, a great resource for service updates when things have gone wrong on Twitter.com.

• Mobile help section: find out everything you need to know about using Twitter on your phone!

• Business help: answers for questions about Twitter's upcoming business features- more coming soon!

• Integration with @support and @safety: easily find updates from our @support and @safety accounts, as well as the internationalized versions of those accounts.

How it works
Twitter's support team has a cadre of engineers constantly working to improve the help experience and infrastructure. These talented folks work every day on making it easy for the support team to help people through a combination of tools and integrations.

To make it as easy as possible to find an answer without sending an email, we seek to provide all of the information you need in our Help Center. Our help writers, Emily, Ginger, and Lindsay, have added articles for every question we get so that others can benefit from seeing the answers. They've also worked with our translators to provide the same for international users.

Help articles are originally posted in Zendesk, our help ticket system and knowledge base hub. We use Zendesk's API to pull the articles into the custom pages you see on support.twitter.com. Users search for answers in the help center, and if they have a problem that needs help from a human, we provide easy paths to escalation in the articles themselves.

Specialized forms help us collect the right information to reduce steps in issue resolution, and support requests sent from the help center feed back into Zendesk, where they are categorized and escalated to the right group within our Support team. This (plus more Twitter magic from @sfjulie, @pandemona, @tildewill, @ungulation and @niels) makes it possible for our Support team to answer most requests, including international ones, within 12 hours.


Stay tuned
This is just the first round of improvements, so expect more good news soon! As always, we're trying to make things better, and we need your help! If you discover a bug or problem, send @support a direct message to let us know. Try searching for something in our help center, and if you don't find it, send a reply to @support with the question and the hash tag #foshiz, like this:

What is a retweet? #foshiz

We'll review the questions and work on adding any that we're missing. Stay tuned for even more improvement in the upcoming months- we've only just begun!

Special thanks to Zendesk, with whom we celebrated our millionth ticket in a year's time. We look forward to more good times!

One more thing...
If building scalable, intuitive help systems sounds like fun, you should join us- Twitter support is hiring engineers and agents!

Enduring Value

When we discuss the future of Twitter, we focus on the mechanisms through which we can build a platform of enduring value. The three mechanisms most important to building such a platform are architecting for extensibility, providing a robust API to the platform’s functionality, and ensuring the long-term health and value of the user experience.

The purpose of this post is to explain what we are building, how we will sustain the company and ecosystem, and where we believe there will be great opportunities for the vast ecosystem of partners.

Twitter is an open, real-time introduction and information service. On a daily basis we introduce millions to interesting people, trends, content, URLs, organizations, lists, companies, products and services. These introductions result in the formation of a dynamic real-time interest graph. At any given moment, the vast network of connections on Twitter paints a picture of a universe of interests. We follow those people, organizations, services, and other users that interest us, and in turn, others follow us.

To foster this real-time open information platform, we provide a short-format publish/subscribe network and access points to that network such as www.twitter.com, m.twitter.com and several Twitter-branded mobile clients for iPhone, BlackBerry, and Android devices. We also provide a complete API into the functions of the network so that others may create access points. We manage the integrity and relevance of the content in the network in the form of the timeline and we will continue to spend a great deal of time and money fostering user delight and satisfaction. Finally, we are responsible for the extensibility of the network to enable innovations that range from Annotations and Geo-Location to headers that can route support tickets for companies. There are over 100,000 applications leveraging the Twitter API, and we expect that to grow significantly with the expansion of the platform via Annotations in the coming months.

Our responsibilities extend from there. Twitter is responsible for the health, reliability, and scale of the network, Twitter-branded endpoints (SMS, a twitter client on the web and other most popular platforms, Twitter-branded widgets), a consistent user experience, and a sustaining revenue model for the platform. We will provide the best possible experience for each of these.

Ecosystem Clarity

We heard loud and clear at our Chirp Developer Conference last month that developers desire clarity—clarity about what we believe Twitter must provide, what Twitter looks to the ecosystem to provide, and where the lines, if any, are drawn. We have outlined above the services and responsibilities we will provide in the context of the platform. In order to provide further clarity to the ecosystem, we will also be specific about the boundaries we will draw in order to preserve the integrity, health, and value of the network.

We now employ over 200 people, and we plan to grow this investment as the opportunity demands. To sustain this investment, we have announced Promoted Tweets. These tweets will exist primarily in search and then in the timeline, but in a manner that preserves the integrity and relevance of the timeline. As we have announced, we will use innovative metrics like Resonance so that Promoted Tweets are only shown when they make sense for users and enhance the user experience.

As our primary concern is the long-term health and value of the network, we have and will continue to forgo near-term revenue opportunities in the service of carefully metering the impact of Promoted Tweets on the user experience. It is critical that the core experience of real-time introductions and information is protected for the user and with an eye toward long-term success for all advertisers, users and the Twitter ecosystem. For this reason, aside from Promoted Tweets, we will not allow any third party to inject paid tweets into a timeline on any service that leverages the Twitter API. We are updating our Terms of Service to articulate clearly what we mean by this statement, and we encourage you to read the updated API Terms of Service to be released shortly.

Why are we prohibiting these kinds of ads? First, third party ad networks are not necessarily looking to preserve the unique user experience Twitter has created. They may optimize for either market share or short-term revenue at the expense of the long-term health of the Twitter platform. For example, a third party ad network may seek to maximize ad impressions and click through rates even if it leads to a net decrease in Twitter use due to user dissatisfaction.

Secondly, the basis for building a lasting advertising network that benefits users should be innovation, not near-term monetization. Twitter is uniquely dependent on and responsible for the long-term health and value of the platform. Accordingly, a necessary focus of Promoted Tweets is to explore ways to create value for our users. Third party ad networks may be optimized for near-term monetization at the expense of innovating or creating the best user experience. We believe it is our responsibility to encourage creative product development and to curb practices that compromise innovation.

It is important to keep in mind that Twitter bears all the costs of maintaining the network, protecting the Tweet stream against spam, supporting user requests, and scaling the service. Indeed, Twitter will bear many of the support costs associated with any third-party paid Tweets, as Twitter receives support emails related to anything a user sees in a tweet stream. The third-party bears few of these costs by comparison.

Fostering Innovation

There has never been more opportunity for innovation on the Twitter platform than there is now. In order to continue to provide clarity, our guiding principles include:

1. We don't seek to control what users tweet. And users own their own tweets.
2. We believe there are opportunities to sell ads, build vertical applications, provide breakthrough analytics, and more. Companies are selling real-time display ads or other kinds of mobile ads around the timelines on many Twitter clients, and we derive no explicit value from those ads. That’s fine. We imagine there will be all sorts of other third-party monetization engines that crop up in the vicinity of the timeline.
3. We don’t believe we always need to participate in the myriad ways in which other companies monetize the network.

Platforms evolve. When Annotations ship, there are going to be many new business opportunities on the Twitter platform in addition to those currently available. We know that companies and entrepreneurs will create things with Annotations that we couldn’t have imagined. Companies will emerge that provide all manner of rich data and meta-data services around and in Tweets. Twitter clients could begin to differentiate on their ability to service different data-rich verticals like Finance or Entertainment. Media companies in the ecosystem can begin to incorporate rich tagging capabilities. Much has been written about the opportunities afforded by Annotations because those that understand the benefits of extensible architectures understand their power and potential.

We understand that for a few of these companies, the new Terms of Service prohibit activities in which they’ve invested time and money. We will continue to move as quickly as we can to deliver the Annotations capability to the market so that developers everywhere can create innovative new business solutions on the growing Twitter platform.

We hope that this clarity of purpose, focus, and roadmap helps point a clear way forward for the thousands of companies in the Twitter ecosystem.

Comprehensive analysis of the Twitter user experience in the iTunes App Store showed very plainly that people were looking for an app from Twitter—we didn't have one so they generally got confused and gave up. Obviously, we saw room for improvement. Starting today, Twitter for iPhone and iPod touch is available for free on the iTunes App Store. Loren, Leland, and the rest of the Mobile team have artfully crafted an application that takes the Twitter experience to a whole new level of awesomeness. We hope you'll love it like we do.

Something worth noting is that you don't need a Twitter account to enjoy this application. Browsing trends, reading Top Tweets, finding popular users, and checking out public tweets geographically nearby are all possible immediately upon download. Discovery and consumption of interesting, relevant information is a central focus. However, quick and easy signup exists within the application so new users won't need to visit our web site to create an account. Oh, and 日本語版Twitter for iPhoneを公開してます...With more languages on the way!





Download Twitter for iPhone on the iTunes App Store today.

If you're a Twitter developer, then we invite you to read our engineering blog regularly. Even if you're on the mailing lists and IRC, or already following @twitterapi, the eng blog is a good resource. On Wednesday, Raffi blogged about changes that impact developers regarding requirements around authentication. This is the kind of information anyone working on the Twitter platform is going to want to know. If you get a chance, check it out.