The sad state of social media support among Indian companies

Use of social media by Indian companies have skyrocketed in the recent years due to many reasons, two to be specific –

  1. It helps people connect directly with government – a lot has been done in this regard under the Digital India initiative.
  2. Since social media is a public space, brands / companies are pressurized to correctly resolve the issue or it is a ticking time bomb for them in case the problem becomes viral, can damage reputation easily.

Now coming back to the support brands on Twitter, an example here:

BSNL is a telecom operator in India, and they have a Twitter account where they answer queries. My query was pretty simple – BSNL announced availability of 4G uSIMs nationally so I asked them if 4G service is available in Pune. Their response as seen above – they want contact details from me. Moreover, the reply says “Sorry for the inconvenience caused”. I didn’t face any inconvenience here. It’s just out of context! Why not just reply to the tweet with a simple yes or no? It doesn’t contain any private information.

Many such countless examples can be seen on the Tweet with replies page of their twitter profiles. Interestingly it’s a common trend, and I don’t know why. If you look at the twitter profiles of some international brands – they don’t reply in similar fashion, except in cases where private information (account number, mobile number, etc.) is involved.

Common general information can be shared publicly, no? If information involves private matters such as – someone has a specific problem for which details are needed – that conversation can happen in private.

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History repeats itself – RSS and Blogs making a comeback?

Unless you’ve been sitting under a rock for the past couple of weeks, you would be well aware of the Cambridge Analytica scandal that happened with Facebook. Around the same time, I came across an article on Twitter – the source for all the content I read, which says It’s Time for an RSS Revival. I wasn’t using Facebook much and this news has pushed me even farther from it. There are specific reasons I am still on Facebook but my activity has reduced significantly.

Ever since Google Reader was killed, I had been using this RSS reader called NewsBlur. But I was already significantly into using social media as a source of new content, so I never really used Newsblur seriously – in spite of me having a premium account all these years.

Continue reading “History repeats itself – RSS and Blogs making a comeback?”

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