Twitter communications director Rachael Horwitz sums it up perfectly: “Twitter is public, so brands are listening.” Keep her advice in mind when you try Tweeting for service satisfaction.
• Address the right audience
. You post a Tweet to a company by using their Twitter handle, which always starts with @. To find the correct handle, type the name in the search field on the home page. • Be concise
. Remember that you only have 140 characters to get your message across. Composing a Tweet is the modern equivalent of sending a telegram. Skip any unnecessary preamble. Include only key details. • Follow along
. While Tweets are public, there is an option to continue a conversation privately within the Twitter platform, through the Direct Message (DM) function. In order to do so, both parties must be following each other. If a company’s customer service rep asks you to follow them, this is likely why. (It’s often a good sign.) • Don’t wear egg on your face
. If you set up a new Twitter account, be aware that the default icon is an egg, which displays in your profile and Tweets. To avoid screaming newbie, change that icon right away. “It doesn’t really matter whether you have a lot of followers,” says Horwitz. “But companies are more inclined to take tweets seriously from someone who seems engaged with Twitter. So you should create a profile to convey that.” Christina Tynan-Wood has been covering technology since the dawn of the Internet and currently writes the Family Tech column for Family Circle. You can find more advice about buying and using technology at GeekGirlfriends.com.