Turning complaints into compliments in a city library service [ABSTRACT]
Jinfo Blog

By Graham Mainds

Abstract

'Putting customers first' is a core value for service organisations and what better way to do this than by addressing their issues before they have raised them formally? Twitter is awash with enquiries and complaints and, if these can be tracked down and addressed in a proactive way, it will leave the customers with a very positive feeling about that organisation. Graham Mainds describes how Edinburgh City Libraries turned complaints into compliments by setting up Twitter alerts.   

Item

What's Inside:

These days lots of conversations are taking place on Twitter and there are a number of Twitter alert services you can use, including TweetBeep and Twilert, to find out what people are saying about you, if not actually - and this is the important part - to you. Edinburgh City Libraries have used alerts to answer enquiries, address complaints and find audiences.

---

This is a brief abstract of the full article. FUMSI subscribers can log in to MyShop at FreePint to view the full article. Others can subscribe to FUMSI now for access to the complete archive of FUMSI articles.

« Blog