Customer Service on Twitter - Proactive or Reactive?

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14 July 2009


  • Electronic picketing has certainly become a top issue for public relations teams. At what point to organizations decide to ignore or legitimize the picketer(s) with a response? It's a tough balancing act. Some banks suck. Some credit unions suck. That said, they don't all suck. And they aren't all being accurately represented by the few, loud voices that are drawing negative attention to them. The real challenge for organizations is to create adequate Twitter/Social Media policies that protect their reputations, without being victim to populous thuggery.

  • Don't fall for the follower trap. Just as there are spam (fake) email addresses, there are spam twitter accounts, and many of them follow each other to boost their follower count.

    There are services that, for a price, will load up your twitter account with thousands of followers, and it's a safe bet most of those will not be real people.

    Don't misunderstand, there are millions of legitimate accounts in Twitter, but just don't go blindly trying to "reach out" to spam accounts whose only purpose is to boost follower counts.

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