After reading this story I believe that intervening is probably a better decision opposed to interrupting. The way that AT&T uses seems to be a more customer friendly way of going about business. With an entire team devoted to the social network, it is making it possible for the company to interact with it's customers which will allow them to understand what the company needs to do in the future. In other cases like BP where they just interrupt people can frustrate people more then anything. I think that any way a company can get to talk and interact with there own customers is better in every aspect of marketing. Why interrupt and fix things on your own; when you can talk to millions of people who use your products on a daily basis to figure out how to fix and better your company. Another form or example of positive or negative feedback can be found on Youtube. The filtering of comments and ability to comment on other peoples comments takes on the same form of feedback.
Erik Gulbrandson
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