Living My Final Paper
Posted by rebeccab2828
I have enjoyed this class, although so many of the conversations have blurred the line between work and school. I was blessed and stressed by the overlap. Sometimes, I’d turn to the week’s reading and feel like it was another part of my work day as I read about topics that were related. I read many responses from my classmates and it seems some of you may relate to that feeling.
In typical fashion, my final paper is rooted in the daily activities of my job. I am looking at the power of the customer who uses social media to be vocal about their consumer experience. My primary focus is the negative consumer. Holidays bring out the worst in people, so I am overwhelmed with angry customers calling in asking for supervisor intervention and responding to a rapidly growing list of social media posts.
I don’t think that my company handles social media with the same finesse that many companies do. I am looking at some of our operational policies in my paper. It almost feels like I’m pulling back a curtain that I’d rather leave closed. I may know the Wizard of Oz is a fraud, but I will always feel disappointed when that curtain is really pulled back. I live these policies so I’m always aware of them. Analyzing it and recognizing it in writing though, makes it harder to ignore.
As I write this, I have 183 social media posts that require an email response. We try to remove the conversation from social media and respond via email. Professor Pignetti had questioned why my company chooses to have an email sent in response to social media posts. Although I work for an online retailer, we have felt the negative power of those consumers. My company is afraid of their power and their stance is to get that conversation moved to a private venue as soon as possible. Unfortunately, while they view silencing the vocal customer as a priority, they don’t allocate the resources required to do this. During non-peak times, I usually leave work on Friday with my responses caught up. Even then, it takes a lot of effort to stay on top of and sometimes additional hours. We are in the middle of a busy holiday and those social media posts are aging by the day and I have no hours in my schedule “ear-marked” for this activity. Those posters can be aggressive when they are ignored and often continue to be vocal in social media. Today, I was able to respond to three posts during my spare moments. While our company culture tells us to fear the posters, our policies and mode of operation does not allow for the issues to be remedied in the time-frame that social media savvy companies do.
My paper is providing me with an interesting opportunity to look at other companies and how they deal with social media. While I will not be able to invoke much change where I currently work, I think the contrast between where I work and how other companies are dealing with social media, has been an interesting project. I think it also gives me some excellent perspective if I find myself working on social media in my future career endeavors.
I have enjoyed this class and the new perspectives it has given me. I wish everyone luck with their papers. (And remember, please be extra nice if you find yourself calling a customer care line over the holiday. Most of us deal with so much negativity over the holidays, but we really have a genuine desire to make the customer happy.) Happy holidays!
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