Social media: A complaint box streaming live, online
- Wed, March 30 2011
- Filed under: Social networking and web 2.0
Social media can be a complaint box put online, streaming in real time, for all to see. For that reason, it’s a good idea to check it early and often.
I was reminded of this as recently as last week, when an internal mix-up at work led to a complaining Tweet going unanswered long enough to cause a problem. This in turn reminded me how important it is to:
1. Be listening for criticism online - at a minimum with Google alerts and Twitter monitoring, as well as regular inspection of your Facebook page. Put someone in charge of it.
2. Unless the criticism comes from an unbalanced person with no followers, reply right away, wherever the criticism happened (Facebook, Twitter, etc.) Show you’re listening and don’t be defensive. If there’s a problem, say what you’ll do to fix it.
3. Thank the person for their input, even if it was unpleasant to hear or nastily delivered. You only benefit from taking the high road publicly and learning from feedback. For example: “Thanks for letting me know you don’t like cake” is better than, “You’re an ungrateful idiot.” I know that can be hard to do, but it’s what works best when you’re put on the spot, in the spotlight.
Comments
Many thanks for making a truthful effort to explain this. I feel fairly strong about this and would like to read more.
If it’s OK, as you learn more in depth knowledge, would you mind posting more articles
similar to this one with more information.
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Thanks a lot for sharing that, it’s true actually and were starting our own facebook and twitter accounts soon, so thanks for sharing this information and I will past it on.