Comcast and new media
New Media and Twitter became a little more relevant today when I read this NY Times article regarding Comcast and it’s new media efforts. Basically blogger, Brandon, complained about Comcast on his blog and was surprised to find a comment from Comcast asking how they could help.
First off I’m glad to see a large business like Comcast step up to the plate and participate in the conversation. How long actual listening will go is yet to be seen. I know I wish my gas company would listen when I have an issue with how they deliver my service. I’ve been on the phone with a person who refused to work with me on an issue.
Secondly, I find it humorous that the blogger referred to in this article was shocked that Comcast knew what he posted. I think he even is quoted as saying something about big brother. To me this says that the average person with a blog doesn’t understand how it works or why blogging is such a relevant means of communication. Brandon if you stumble accross this post you should check out this month’s Wired and read about how to get internet famous.
While I was writing this post there was a twitter conversation about Comcast and this article, and I did receive an @ from @comcastcares. It wasn’t anything substantial but just a message saying I’m here and I can see what is going on. As of right now @comcastcares is not following me so I can only assume that they are watching the public timeline.
Now if only my gas company were on twitter.
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Rachel
July 25, 2008
I think the Twitter customer service is great, as long as it’s thorough. I can see many follow-ups going unanswered. A rep wouldn’t dare hang up the phone in the middle of a conversation with an irate customer. Neglecting to @ someone, however, would be too easy.