Title of the Essay, Author, and Date

S ocial Media strategies for Complaining by Norra Dunne (June 27, 2014)

Title of the Reflection

O nline communications for complaining

First Impression

A n essay that gives or advices you on how you should complain in social media

Quote

Y ou catch more flies with honey than with vinegar

Reflection Paper

Social media strategy is the deployment and development of modern strategic plans for social media. A Social media strategy incorporates these new ways of communication where media is not only broadcast but also shared, commented, opined edited or modified by the public at large.

With the explosion of social media usage around the world, social media websites have become an important platform for businesses to engage with customers, prospects, employees, and candidates. For customer interactions, companies use external social media platforms to engage with existing and prospective customers, reinforce brand messaging, influence customer opinions, and provide targeted offers, and service customer more efficiently. It doesn’t always happen that way. But frustrated consumers remember when it does, and they choose to take faster, more public routes to reach businesses: They log on to social networks like Twitter and Facebook. Consumers should remember that their social media messages to companies don’t always have to be complaints. But let’s face reality: People are more inclined to contact customer service with a criticism than with praise. When that’s the case, consumers don’t have to phrase their sentiments with hostility. For many customers, getting a direct response is not necessarily the point. Rather, they want their friends and followers to see it. Often, they want to warn others to avoid a company or product, much like in a review on Amazon or Yelp, but just targeting people they know. Sometimes complainers just want to commiserate, to start a dialogue about shared experiences.

Based on the explanation above about the social media strategies for complaining customers now a days, is not satisfied on customer services given by the company so the social media is their alternative way to complain regarding the company products. Social media is like their friend where you can post your experience on a specific products or service.

5 Things That I've learned from the article:

1. Social media trends still, it’s faster than privately emailing customer service.
2. Accessing customer support digitally is convenient. You can send a quick 140-character Tweet from anywhere.
3. The most alluring reason for lodging a complaint on Twitter or Facebook is that social media is public.
4.  A complaint posted online for the world to see can seriously hurt a brand’s public image.
5. There are strategies to increase the message’s exposure: “Be sure to include the most shocking or interesting bit of information,” recommends social media expert Lauren Dugan to get more notice, she suggests tagging other accounts in the tweet, like “prominent journalists, consumer advocacy groups, [and] local politicians.”

5 Integrative Questions

1. What if the digital strategy render the old ways obsolete?
2. Where it will become a permanent societal expectation, complaints heard and resolved, consumers must share them in a public space?
3. Why some people willing to sacrifice privacy?
4. Why and what could be the reasons some brands don’t respond to every complaint posted on social networks?
5. Why people are more inclined to contact customer service with a criticism than with praise?