Twitter and DirectTV go head to head this week by creating and solving customer service issues at the same time. Mack Collier's article "Worst Example of a Company Twittering?" exposes DirectTV's bumbled use of Twitter, explains the frustration that can cause, and encourages companies to use social media tools "as the rest of us do." The DirectTV/Twitter saga actually begins with Stoney deGeyter's tweet about the company's presence, is filled in with his article "Why DirectTV is Losing My Heart (and Quite Possible My Business)," and then ends with another tweet about the company's immediate response to his customer service issue.

May 8, 2008

Video blogger Sage Lewis keeps you up to date with what's hot in the world of search marketing and social media.

Sage is the founder and President of The Digital Marketing Agency, SageRock Inc.

SageRock was founded in 1999 to help clients engage customers across an ever expanding interactive marketplace. This is accomplished through multiple channels such as search, social media, and vertical targeting; emerging digital opportunities such as mobile and rich media; behavioral targeting thorough email and dynamic engagement; and refinement of all initiatives through understanding usability and metrics.

By using a nationally experienced, independent marketing agency focused only on digital deployment, SageRock's clients are able to navigate easily through this industry, take a holistic approach, leverage the right tools, and experience seamless implementation.

SageRock Inc. - The Digital Marketing Agency



You missed one of the important issues with the Direct TV Twitter account. They say Direct Message (DM) me to get a response. However, that exposes their ignorance of Twitter. Because in order to send a DM to someone they must be following you.

So I can't send you a message unless you are already following me. If I just discover a problem and want it resolved, I can't contact you via Twitter in this way. Unless Direct TV decides to follow everyone on Twitter, which I don't think is possible.

So Direct TV missed the Direct Message boat because they couldn't spend the time to figure it out. A lousy implementation of a social media plan.


That's a great point Chris.

I don't think I really understood that fact. I appreciate you pointing it out.

Thanks for watching and take care,

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Search Engine Guide > Sage Lewis > Twitter Dee Twitter Dumb: DirectTV Done Wrong and Right