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File: HowNotToDoTwitter

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''' <a href="https://twitter.com/ColinTheMathmo">
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<<|
----
My latest posts can be
found here:
  * ColinsBlog
----
Previous blog posts:
  * Calculating52FactorialByHand
  * SmallThingsMightNotBeSoSmall
  * NotIfYouHurry
  * FactoringViaGraphThreeColouring
  * AnotherProofOfTheDoodleTheorem
  * WhenObviousIsNotObvious
  * GraphThreeColouring
  * TheDoodleTheorem
  * BeCarefulWhatYouSay
  * TheMutilatedChessboardRevisited
  * AMirrorCopied
  * TheOtherOtherRopeAroundTheEarth
  * PhotocopyAMirror
  * ThePointOfTheBanachTarskiTheorem
  * SieveOfEratosthenesInPython
  * FastPerrinTest
  * RussianPeasantMultiplication
  * FindingPerrinPseudoPrimes_Part2
  * FindingPerrinPseudoPrimes_Part1
  * TheUnwiseUpdate
  * MilesPerGallon
  * TrackingAnItemOnHackerNews
  * HackerNewsUserAges
  * PokingTheDustyCorners
  * ThereIsNoTimeForThis
  * PublicallySharingLinks
  * LearningTimesTables
  * GracefulDegradation
  * DiagrammingMathsTopics
  * OnTheRack
  * SquareRootByLongDivision
  * BeyondTheBoundary
  * FillInTheGaps
  * SoftwareChecklist
  * NASASpaceCrews
  * TheBirthdayParadox
  * TheTrapeziumConundrum
  * RevisitingTheAnt
  * TheAntAndTheRubberBand
  * IrrationalsExist
  * MultipleChoiceProbabilityPuzzle
  * RandomEratosthenes
  * WrappingUpSquareDissection
  * DissectingASquarePart2
  * DissectingACircle
  * DissectingASquare
  * AnOddityInTennis
  * DecisionTreeForTennis
  * DecisionTreesInGames
  * AMatterOfConvention
  * DoYouNourishOrTarnish
  * BinarySearchReconsidered
  * TwoEqualsFour
  * TheLostPropertyOffice
  * TheForgivingUserInterface
  * SettingUpRSS
  * WithdrawingFromHackerNews
----
Additionally, some earlier writings:
  * RandomWritings.
  * ColinsBlog2010
  * ColinsBlog2009
  * ColinsBlog2008
  * ColinsBlog2007
  * ColinsBlogBefore2007
********
!! 2016/05/24 ...
Recently I had an exchange on Twitter that beautifully exemplifies
how companies get it so totally, totally wrong.  Usually I don't
name names, but on this occasion it's just spectacularly bad, and
then they asked me to point them at a write-up, that I've decided
to go ahead and do so.

It all started with this tweet:
{{{
    08:53 mikehall314
    Seems @123reg are now just ignoring
    updates to my support ticket. Anyone
    recommend a great domain registrar?
}}}

As is typically the case, Mike then got innundated with companies
saying "Pick me! Pick me!"  Rather predictable, and comparatively
easy to ignore.  In particular, Paceweb got into the act with this:
{{{
    08:56 PacewebUK
    @mikehall314 Sure, let's see what we
    can do to help you out? Our website
    ...
}}}

I replied directly to Mike with this:
{{{
    08:56 ColinTheMathmo
    @mikehall314 I use @XenCentricHstng - they
    are expensive, but the service is unbelievably
    good. Outstanding, and well worth it.
}}}

Interestingly, I got a response from @PacewebUK about that tweet.
That's unusual, and potentially a good thing, because it suggests
that they might actually engage with their users.  They said:
{{{
    08:58 PacewebUK
    @ColinTheMathmo have you tagged the
    correct profile for them.  It's not
    loading up on our screens :/
}}}

OK, so it's not clear what they mean.  All the links work for me,
but they've asked a question, so I answer:
{{{
    10:25 ColinTheMathmo
    @PacewebUK Not sure who you are, or
    what profile you're referring to. Both
    profiles load correctly for me - please
    be more specific.
}}}

And there it stopped.  Check the timestamp, which is BST.  I tweeted
to them at 10:25, and then nearly three hours later they still hadn't
replied.  So much for engaging with their users.  So I tweeted at them
again:
{{{
    13:16 ColinTheMathmo
    @PacewebUK I see that you were quick to
    respond to asking about new business, but
    there's no response when I then talk to you.
    Poor form.
}}}

The response was brief, and not very helpful:
{{{
    13:18 PacewebUK
    @ColinTheMathmo (@XenCentricHstng) the
    Twitter profile does not load.
}}}

I responded fairly promptly:
{{{
    13:34 ColinTheMathmo
    @PacewebUK The @XenCentricHstng twitter
    profile page loads for me - do you want
    me to take a screenshot so you can see
    for yourself?
}}}

....... and followed up with the screenshot:
{{{
    13:40 ColinTheMathmo
    @PacewebUK Here is @XenCentricHstng's
    twitter profile page as shown in my browser
    (scaled down) - do you not see it?
    pic.twitter.com/YVhmEs7pxv
}}}

Again, I waited nearly three hours, and then prodded them:
{{{
    16:25 ColinTheMathmo
    @PacewebUK Again, you interact with me, and
    then ignore the question I ask.  Result:
    I have no confidence that you would be a
    good supplier.
}}}

I was then interested to know if any of my tweeps have any experience
of Paceweb, so I asked:
{{{
    16:26 ColinTheMathmo
    Do any of my tweeps have any experience of
    @PacewebUK ?? My twitter exchanges suggest
    they would not be responsive to issues.
    Reactions?
}}}

Seemed a reasonable question, since this entire exchange started with
someone asking for a better company, and Paceweb seemed to be keen to
step up to the plate.

Then, surprisingly, I got this:
{{{
    16:32 PacewebUK
    @ColinTheMathmo for technical support issues
    please DM @AskPaceweb.
}}}

Where did that come from?  I'm not a customer - they should know that
from the tweets we've been exchanging - and I certainly don't have any
technical support issues with them.  That started to feel a bit like
it was an automated response from a bot.  At this point I've pretty
much decided I will never go with Paceweb - their handling of Twitter
is a great example of how not to engage with people.  So I said:
{{{
    16:39 ColinTheMathmo
    .@AskPaceweb @PacewebUK Do you want me to take
    the time to write up why the exchanges with you
    are a good example of how not to do Twitter?
}}}

The clincher:
{{{
    17:00 AskPaceweb
    @ColinTheMathmo @PacewebUK you can do if you want.
    We love to hear customer feedback! Email it to
    Hosting@paceweb.co.uk :) ^DC
}}}

That got this reply:
{{{
    17:09 ColinTheMathmo
    .@AskPaceweb So you've *still* not got the message
    that I'm not a customer? I'll certainly be blogging
    "How not to do twitter" CC:@PacewebUK
}}}

And so this is making good on that promise.  One response from a
follower of mine made it clear that it's not just me being astonished
at the thread:
{{{
    17:12 icecolbeveridge
    @ColinTheMathmo Gosh. Reading the thread would be
    enough for most people. @AskPaceweb @PacewebUK
}}}

Then they said this:
{{{
    17:18 AskPaceweb
    @ColinTheMathmo please can you send us the link
    when you have created the blog post, as it will
    sure be some reading. ^DC
}}}

Happy to oblige:
{{{
    17:23 ColinTheMathmo
    @AskPaceweb I'll do that - thanks.
}}}

So I ask, am I being unreasonable?  To summarise this from my point of view:

* Someone asks for recommendations for web companies that provide a good service;

* Paceweb says "Pick Me! Pick Me!";

* When I respond, they say that twitter profiles don't load;

* I ask for clarification - it takes three hours for them to respond;

* I point that out, they come back with a near content-free reply;

* I send them a screenshot - three hours later there's no response;

* I tweet a request for feedback about them;

* Promptly they reply with a non-sequitur;

I am not filled with confidence, and will /not/ be using Paceweb.  After
this twitter exchange, would you?

And if the answer to that is a resounding "No!" then it just goes to show
that this is a great example of how a company should not do twitter.
----

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----
********>
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********
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----
!! Comments

I've decided no longer to include comments directly via the Disqus
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If the number of emails/comments gets too large to handle then I
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unlikely.

********<