Comments on: Are You Abusing Your Social Media Voice?

By: Is The Customer Always Right If He Is Clearly Wrong… | MichaelSchechter.Me | MichaelSchechter.Me

Fri, 15 Apr 2011 06:17:25 +0000

[...] of debate as to who is in the wrong. There was a particularly good post and resulting debate on Danny Brown’s post on the subject, but what makes this particular story enjoyable to debate is that both Meacham [...]

By: Happy Birthday and a Present for You | Danny Brown

Happy Birthday and a Present for You | Danny Brown — Fri, 07 Jan 2011 06:13:13 +0000

[...] are some great ones on display in that post. Speaking of viewpoints, the ones that were shared on Are You Abusing Your Social Media Voice? were brilliant, and another reason why companies need to look at the bigger picture in this [...]

By: Blog Comments Decreasing Because Of Twitter? | The Money Of Blog

Blog Comments Decreasing Because Of Twitter? | The Money Of Blog — Wed, 10 Feb 2010 14:30:13 +0000

[...] how comments make a blog. They can take the original post into a whole new level altogether, with opposing views and discussions opening up some great [...]

By: Shaun Low | Blog Comments Decreasing Because Of Twitter?

Shaun Low | Blog Comments Decreasing Because Of Twitter? — Fri, 28 Aug 2009 15:52:04 +0000

[...] how comments make a blog. They can take the original post into a whole new level altogether, with opposing views and discussions opening up some great [...]

By: Is Twitter Killing Blog Comments?

Is Twitter Killing Blog Comments? — Tue, 25 Aug 2009 18:20:51 +0000

[...] how comments make a blog. They can take the original post into a whole new level altogether, with opposing views and discussions opening up some great [...]

By: Danny Brown

Danny Brown — Mon, 24 Aug 2009 04:26:41 +0000

PR could certainly have jumped in and made a big difference here. Something for their team to look at and what tools they're using to monitor discussions – especially those happening with and around key personnel.

By: Danny Brown

Danny Brown — Sun, 02 Aug 2009 08:08:51 +0000

Best. Analysis. Ever.

Well played sir!

By: How to Thank Your Twitter Network: A Follow Friday and a Half | Confident Writing

Fri, 24 Jul 2009 07:47:33 +0000

[...] is the example I mentioned in the comment box, from a post at Danny Brown’s blog – it shows Disqus in [...]

By: amandahite

amandahite — Thu, 23 Jul 2009 00:02:11 +0000

Doug didn't need to go to the CMO smells like an attention thing. Barry didn't do himself any favors with his response especially now that everyone's talking about it. I don't know if I'd love or hate being a CMO for a big brand on Twitter these days. Probably both.

By: Jenn Mattern

Jenn Mattern — Wed, 22 Jul 2009 23:57:59 +0000

Regarding the general issue, it really comes down to this: people can say whatever they want. It's an exec's responsibility to gauge the importance of the questions / criticism and decide what's worth responding to (and how). It's never inappropriate to air a legitimate complaint. So what if he did it on Twitter? So what if he directed it to the CMO? If he had something valid to say, and he felt that it would have been a waste of time to follow traditional channels, then he did the right thing (even if I don't agree with his approach as a whole).

Look, I've had company presidents and top marketing execs contact me over tweets and blog posts in the past, even when they weren't directed to those people. More often than not, it's led to positive changes. So obviously high level execs are listening to people and seeking out feedback, and they're reaching out to consumers just as consumers are reaching out to them. If that exec chooses to engage in social media directly (as opposed to something like a general company account), and they choose to interact with consumers directly, then they've officially invited that customer feedback. If they don't like it, they have other options (whereas sometimes consumers feel they genuinely don't).