A Reader Says: Lame Social Networking Worse Than None At All
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Deb Donston-Miller
Deb Donston-Miller,
User Rank: Apprentice
6/21/2011 | 10:05:48 PM
re: A Reader Says: Lame Social Networking Worse Than None At All
Companies are probably underestimating the resources they will have to devote to getting social right, especially when a platform like Facebook is used for customer service. I have seen companies that respond to every complaint or negative statement lodged on a social networking site with something like, "Please contact us at (800) 555-5555 to discuss this further." That's likely the safest route in terms of de-escalation, but perhaps not the smartest when it comes to being seen as a company that "gets" social and is using social networking platforms in a way that engages and supports all users. Social isn't easy, to be sure, but it's worth doing right in the end.

Deb Donston-Miller
Contributing Editor, The BrainYard
Alex Dunne
Alex Dunne,
User Rank: Apprentice
6/16/2011 | 6:53:08 PM
re: A Reader Says: Lame Social Networking Worse Than None At All
If a company is going to launch a community about its products, it better be prepared for its angry customers to vent their frustration. Clamping down on that, or just plain ignoring an angry discussion thread, speaks volumes about the company's real aims with its online community.

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