http://www.mpdailyfix.com/twitter-does-not-have-an-out-of-office-feature/?utm_source=rss&utm_medium=rss&utm_campaign=twitter-does-not-have-an-out-of-office-feature Opinions. Commentary. News. Sun, 12 Feb 2012 02:23:11 +0000 http://wordpress.org/?v=2.9.1 hourly 1 http://www.mpdailyfix.com/twitter-does-not-have-an-out-of-office-feature/comment-page-1/#comment-42594 kimberly mccabe Thu, 27 Aug 2009 23:39:55 +0000 http://www.mpdailyfix.com/twitter-does-not-have-an-out-of-office-feature/#comment-42594 I think that we live in a world where people understand we are global-ized. We need to respond quickly but I think most people will understand a delay based on time of day. If marketers can respond on weekends: Great. But I don't think that the average person expects that fast a response out of business hours. I think that when something is posted in business hours, that is an urgent issue, the suggested 3 hour delay is reasonable. I think that we live in a world where people understand we are global-ized. We need to respond quickly but I think most people will understand a delay based on time of day. If marketers can respond on weekends: Great. But I don’t think that the average person expects that fast a response out of business hours. I think that when something is posted in business hours, that is an urgent issue, the suggested 3 hour delay is reasonable.

]]> http://www.mpdailyfix.com/twitter-does-not-have-an-out-of-office-feature/comment-page-1/#comment-42593 Elaine Fogel Thu, 27 Aug 2009 17:29:19 +0000 http://www.mpdailyfix.com/twitter-does-not-have-an-out-of-office-feature/#comment-42593 A 24-7 response team is more feasible for corporations, Paul. For small/medium businesses and nonprofits, it's impossible. What do you recommend for cases like this? A 24-7 response team is more feasible for corporations, Paul. For small/medium businesses and nonprofits, it’s impossible. What do you recommend for cases like this?

]]> http://www.mpdailyfix.com/twitter-does-not-have-an-out-of-office-feature/comment-page-1/#comment-42592 Jen Watkiss Thu, 27 Aug 2009 16:25:56 +0000 http://www.mpdailyfix.com/twitter-does-not-have-an-out-of-office-feature/#comment-42592 I think as marketers, when we're using Twitter, we need to ensure we're setting reasonable expectations on how often the account is being monitored. If we don't have the internal resources to monitor our social media accounts 24/7/365, we should be communicating that through all our accounts, and providing alternate means of communication for the public to submit their comments and concerns (email?), with a promise to respond within X hours (2 or 3) as soon as business resumes for the day/week. It's certainly a fine line to walk, but I think there's an important distinction between being a responsible and responsive business, and being held hostage by an unreasonable mob (which is what happened with the Motrin twitstorm) with unreasonable demands for when the company should respond. FWIW I think Motrin did a great job handling the outcry, and perhaps showed a good lesson that we should re-think when we launch campaigns as well. I think as marketers, when we’re using Twitter, we need to ensure we’re setting reasonable expectations on how often the account is being monitored.
If we don’t have the internal resources to monitor our social media accounts 24/7/365, we should be communicating that through all our accounts, and providing alternate means of communication for the public to submit their comments and concerns (email?), with a promise to respond within X hours (2 or 3) as soon as business resumes for the day/week.
It’s certainly a fine line to walk, but I think there’s an important distinction between being a responsible and responsive business, and being held hostage by an unreasonable mob (which is what happened with the Motrin twitstorm) with unreasonable demands for when the company should respond.
FWIW I think Motrin did a great job handling the outcry, and perhaps showed a good lesson that we should re-think when we launch campaigns as well.

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