Dare to answer back?

O2’s crisis management has been much debated of late, not least its management of some of the more colourful social media traffic that’s been heading their way. The question is, when the abuse really piles up, do you respond to those tweets, or let them go?

The attached blog http://bit.ly/OhMFJP from the CIPR admires O2’s response to a couple of particularly graphic tweets. My first instinct was to disagree. Surely responding will only encourage the sender to really let loose in a conversation O2 just can’t win.

But perhaps that’s not the point; they (O2), have proved they are at least listening and are working to do something about it.

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