Quietly responding to social media

I have a vanity search that I check regularly, using NetVibes – searching on our 7 library branch names (and mobile) and our library service name and any common variants on them.

We don’t get a lot of traffic, so I only check it once a week.

Last week, I came across a tweet about an Adam Lambert CD in one of our libraries. The tweeter had even posted a TwitPic of the cover. Their tweet was both complaining and surprised disclaiming our categorising of Adam Brand as Rock.Β  The individual also got a response from a fellow tweeter about how wrong that was. (Note: all our music CDs are catalogued and sorted by genre)

So what did I do? Fixed it.

I have called in the relevant copies of the ‘offending’ CDs and changed their genre on the CD itself and on our catalogue to the more appropriate Pop.

What I didn’t do though, was let the tweeter know that this is what had been done – as I wasn’t sure of the privacy implications for both them and us. Regardless, of whether they realise it or not, they have been heard and something has been done.

Makes me wonder, how often our users don’t realise they have been heard and that action has been taken as a result of what they have said.

Any examples anyone?


    • Bronwyn on June 6, 2012 at 7:49 pm

    Hi Michelle — loved this post — great customer service even if they don’t know about yet…

  1. Thanks, its all about going the extra mile! πŸ™‚

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