AT&T has done exactly as they should. I believe it is better to respond to each poster with a comment or solution to their problem than to remove or ignore a post. By acknowledging the poster, AT&T is accepting that there is negativity towards AT&T among the public. The people commenting just want to be listened to. Eventually they will be heard as well and their problems resolved. AT&T has to start somewhere; they found a good place.
I understand why Disney and McDonalds have chosen to remove posts with profanity. They are companies that also cater to children so it is important all posts on their social media sites use good language and not be abusive. If my child was able to visit Disney’s Facebook page and read negative comments towards them, I don’t want him to learn profanity at the same time. At the same time, this results in taking away ones freedom of speech.
I do not always agree with these companies tactics with social media, but in this case AT&T has done the right thing. I am headed to their Facebook page now to complain about service in the Eastborough area.
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