Toyota’s recent trials with car and truck recalls numbering almost 8 million worldwide poses the big question that some companies must face. Do we open up the lines of communication for all or close up shop and deal with the problem behind closed doors?
Social media espouses the latter – it’s happened, lets deal with it and use the opportunity provided by complaints to show how we will fix the issue in the worlds most interactive and public domain – social networks.
To this end Toyota has employed Twitter in a new forum called ‘Toyota Conversations’ where Tweets keep the customers up to date. According to Sydney ad agency bcm in their weekly insights, the aggregation site pulls in tweets from affiliated accounts such as Toyota’s own Twitter.com feed as well as established media sites.
The only downside is this doesn’t include public views and appears to be monitored. An opportunity missed and as BCM Insights says ‘ in an age of endless information, there’s no point trying to hide in difficult times’
In a recent presentation d.tail made to a Melbourne agency the question was posed as to engaging the public in solving peoples problems and answering their complaints online and in full view – perhaps this is an opportunity to be seen doing all you can to help.
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