Someone in Comcast is running a twitter account “comcastcares“, which is a big step forward in engaging their customers, however, Comcast is running into problems… they’re being accused of filtering user connections, providing some poor service and such, but the internal employee who runs the twitter account has to bear the brunt of the social backlash.

Not only that, but they seem to be some PR policy they need to work out. The response to an issue seems to be something like:

“How can we change your opinion”, or “How can we change your perception”.

To me, this translates into “We are doing nothing wrong, how can we make you see it that way?”. Why not address the issues with “What can we do to make this right?”. Maybe they were intended to mean the same thing, but the language is very corporate and polished, just in the wrong direction.

If they “make things right”, the opinions will change, but if they somehow manage to “change opinion”, that won’t necessarily make things right.

May 20th, 2008 by Jeremy Sisson | Trackback