Proactive Use Of Twitter – Careful Now!
May 10, 2010 at 4:53 pm
I’m a firm believer that Twitter, when used correctly, can be a great customer service tool. For example, Tourism Ireland has notched up plenty of successes from engaging with people who tweet about coming to Ireland. Imagine this – you’re sitting at home in Washington and you comment to your mates that you’re looking forward to your vacation in Ireland. Next you get a tweet from Discover Ireland (who have checked your profile, see that you like hillwalking) suggesting some ‘off the beaten track hill walks’ that you might be interested in. You’re pleased. You respond with a question about them, and so a conversation begins.
This is how to do it.
In response to a tweet about ’9 days in Ireland in June’, read from bottom to top:
Here’s how not to do it!
Read this from the bottom up…
Sorry eircom! While it’s to be applauded that you’re using social media, I think your team need a little more training in what steps to take before actually engaging. It’s not a numbers game where you tweet to as many people as possible. It’s important to read the person’s profile on Twitter, click the link to their blog/website and get a feel for who they are. If you had done this, you’d know that Jon Handelaar is a very tech savvy person indeed who would not respond well to being marketed to during his busy day. 
Tags: proactive twitter, twitter fail, twitter for marketing
