Does social media reward whining?

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The worm is turning

It's taken a while, but it's clear the social media world is waking up to the fact that companies using Twitter as a back-door customer service channel staffed by PR personnel isn't a sustainable practice.

I think it's great that PR people (I am one) are using social channels to interact with their stakeholders directly, but they shouldn't pretend to be in the tech support or complaints department business when they're ultimately not responsible for that function.

I've seen more than a few people (PR folks included) throw complaints about companies up on Twitter with "we'll see if they respond" snark. Then when they aren't answered in 5 minutes they go on to moan about that they should be there to deal with complaints and respond in public on Twitter. Ridiculous.

Twitter's great for a lot of things. It's not great for an online complaints department.

Posted by: DoctorJones   Posted on: 09/24/09 You are currently: a Guest | Members login | Terms of Use

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