Comments on: Playing customer care in public – right way and wrong way

By: Bigpond, Spam, Twitter and why Australia needs to sort this out « Beyond Digital Media

Thu, 02 Oct 2008 13:46:31 +0000

[...] has used the Twitter tool to communicate with their followers. Social Media experts such Stephen Collins have identified the boilerplate, bot-style responses being used and spoken about the internal [...]

By: Is any social media better than none at all?

Is any social media better than none at all? — Thu, 02 Oct 2008 08:58:40 +0000

[...] Stephen Collins [...]

By: » Yes, we know that mixing social media an … The Twitter Agency

» Yes, we know that mixing social media an … The Twitter Agency — Thu, 02 Oct 2008 07:44:46 +0000

[...] http://www.acidlabs.org/2008/09/26/playing-customer-care-in-public-right-way-and-wrong-way/ http://www.acidlabs.org/2008/06/18/slouching-towards-intertwingularity/ [...]

By: Another bad implementation of Twitter for corporate social media :: Nathanael Boehm on the Internet, web UX design, social networking ...

Tue, 30 Sep 2008 02:24:54 +0000

[...] away from this format – hopefully they’ll keep improving and start listening to people like Stephen Collins and get it right. Because this example shows they have absolutely no idea what they’re doing [...]

By: Lid

Lid — Mon, 29 Sep 2008 03:05:49 +0000

Howdy Stephen,

You’re right; I suspect that they are shackled – but that should not excuse ignorance and that is exactly what happened here.

Of course there is someone in charge of the social media growth at Telstra/BigPond – and that person should put much effort into learning about a particular product before letting the company jump in and damage the brand – isn’t that his/her job?

Even if, let’s say, the CEO has said “I want us to be involved in SM” – the marketing group should have said – “sure, but if you want to do it right, these are the things we need to address before we begin.”

Additionally, you don’t go and sign up for the latest greatest thing just to be able to say ‘we’re involved’ – you find the products/services that best suit you.

Sorry – I’m not having a rant at you; I know you respect the social Web – it just bugs me that they are getting all this publicity for doing a really crappy job.

But then again; even bad publicity is better than no publicity…

/rant

But, they didn’t. They jump in first and then have the nerve to say ‘well it’s easy to attack newcomers’ – it has nothing do do with that

By: Katie Harris

Katie Harris — Fri, 26 Sep 2008 12:41:30 +0000

Excellent and timely post.

And damn those lawyers. I know the Bigpond team are good people, evidenced by the helpful and genuinely concerned email I got on the back of the Twitter (stilted) ‘conversation’.

I really hope they can sort this out to everyone’s benefit.