As previously mentioned in this blog, NBC has received harsh criticisms for its handling of the 2012 Olympic Games coverage, pushing many customers to Twitter, with hashtags along the lines of #NBCFail growing in popularity. However, the television network, along with the social media site, is again in the spotlight after its reaction to complaints against a specific Twitter user.
Guy Adams, a Los Angeles correspondent for the paper The Independent, posted complaints from his Twitter account about coverage of the Games and included the email address of Gary Zenkel, the head of NBC Olympics, encouraging followers to complain to him. In response, Twitter suspended Adams' account.
As reported by the New York Times, Twitter officials believed the tweet to violate company policies, by releasing personal information. NBC was encouraged to file a support claim, which led to the suspension. However, after public backlash, Twitter rescinded and reactivated Adams' account.
"Our interest was in protecting our executive, not suspending the user from Twitter," an NBC spokesman said in a statement. "We didn’t initially understand the repercussions of our complaint, but now that we do, we have rescinded it."
However, recent reports show that the email address in question, was in fact, not private, and was simply a corporate account that fell into similar style of other NBC email addresses.
Twitter's popularity has greatly hinged on its policy of allowing users essentially free range in what they wish to voice over the internet. The company has publicly written about the importance of freedom of speech and has stood up for Twitter users in a court of law.
When customers complain to a company, it is crucial for the business to respond in a manner that will not cause further upset or alienation. Pairing with a 24/7 answering service will ensure that whether an individual uses the phone, sends an email or uses text messaging as a means of contact, each concern will be addressed in a courteous and careful manner.