Twitter can be an easy and effective way to get a complaint resolved, as companies are watching what you tweet. But could Twitter be an overly accessible venue for scathing complaints? It’s easy to send a Tweet when the phone company is making you mad, but you might regret it later.
Tweets can get you in trouble legally or with your employer (not to mention personal relationships). A recent article in the New York Times noted that some attributes of Twitter make it susceptible to angry outbursts. First of all, sending a tweet is quick and easy and can capture people at their barest emotions.
Secondly, the limit of characters can make Tweets more potent, as they lack a context or explanation. Ever notice how short e-mails can seem curter? An angry Tweet has more of a sting because of its brevity.
Those aspects are two things to consider before deciding that Twitter is the best place for your complaint. When used correctly, Twitter can be very effective for consumers to be heard.
Comments
A great article on Tweeting and how one can really get into trouble. This reminds me of past problems with blog posters and group discussion postings that would bring down lawsuits. My old college even sued a group of students who create a Google group about the school.
@Bruce -- Wow about the Google group! Thanks for sharing. The legal ramifications of Twitter does seem to have a lot of similarities to blogging, but Twitter is arguably even more dangerous because it thrives on instant thoughts that aren't well thought out.
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