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.
Sage,
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.
Chris
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,
Sage
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