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Dan Bergeron, a colleague of mine at Jive Software, mentioned how McDonald’s wrote this tweet today and Dan said that is was #Fail:
I completely agreed and responded with this tweet:
Am I asking too much? Shouldn’t these guys be investing a little more in social media to have “listeners” around the clock?
Also, should banks be let off the hook? I don’t believe so.
Please share what you think.
Thanks for reading and/or watching – Mike
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[UPDATE 6/16/10] There has been great discussion elsewhere. Check out this discussion on Jeremiah Owyang’s group, Social CRM Pioneers.
Also, CRM Outsiders had a nice outlook on this discussion by suggestion “Local Social“.
{ 6 comments… read them below or add one }
Total fail. It’s that corporate mentality of just moving into social media, where everything has set hours just like their normal corporate work days. A total lack of investment too! If much much smaller companies can be around 24/7 then a huge corporation can too. You’re either online to just blindly tweet without actually interacting or you’re online to interact and you should be around when your customers are. Sure, I’ll give a smaller company a pass, no one person can work 24/7 (and if they try…they’re insane and begging for burnout) and odds are they don’t have customers demanding it either. But have a million customers? Odds are they’re going to have questions all day long.
Thanks for the comment. Smaller companies definitely get a pass as that kind of investment may not be worth the time and effort. Maybe they could post their rough Twitter business hours though? Just a thought.
I think it would depend on the business. Some I could see posting their hours or just making it clear they’re a 1 person shop and not glued to their computer (or phone), others might not and just “be around” all day without really responding 24/7 with the knowledge that their customers and the type of people engaging with them are going to go offline and need to sleep too.
A big company doesn’t have that luxury though. Their customers ARE online all day and if they’re going to make that foray into social media then they had best realize that and respond accordingly.
At least in my opinion
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I agree and disagree – the main account should never “sign off” – at least officially like that… but I could see individuals such as “@mickydeeMike” – (making that name up) who clearly has a schedule, and a life offline, and it makes sense to let people know he is offline. Such as the difference between the CBSNews account here and town and MistyMontano.
Good point. @mickydeeMike should certainly not have to be on 24/7 but @McDonalds should be covered no matter what time. Martin Schneider brought up a good point in a post that maybe social should be looked at locally. @IowaMcDonalds?
I love this paragraph:
“A big company doesn’t have that luxury though. Their customers ARE online all day and if they’re going to make that foray into social media then they had best realize that and respond accordingly.”
Thanks for commenting D. Much appreciated.
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