Category Archives: Twitter

PayPal Gets an F: How not to handle a social media PR Crisis

Today a group of unhappy customers started a PR campaign to encourage people to close their PayPal accounts.

Paypal have failed to mount any kind of response as of the time of this writing. Continue reading


Twitter: Who I will not follow

There are several kinds of tweeps I will not follow including:

  • Tweeps who are not local to me
  • Tweeps who do not tweet
  • Anyone who uses TrueTwit etc
  • Spammers

If you are in any of the above categories I will usually not follow you.

Continue reading

Twitter: Who I Follow

Last week I blogged about a behaviour that is at best unhelpful when building a twitter community. This got me thinking about the ways and whyfors of following.

By Rob FallaYour Presence Online

It is important to have a process you follow when deciding who to follow. Think about the reasons you are following an account and hope that the people who are following you have a reason for following you.

Continue reading

Twitter as a Customer Service tool

There are many examples of companies who seem to ‘get’ the opportunity afforded by monitoring their presence on Twitter. These companies provide a great customer service experience on Twitter.

By Rob FallaYour Presence Online

In this blog we will look at some behaviours that are and that are not examples of great customer service and we will also look at the reasons a company should be providing this level of customer service.

Why should your company strive to provide a great customer service experience in social media?

You want more money! Continue reading

The problem with auto-follow

Why do so many tweeps use auto-follow and auto-dm services?

By Rob FallaYour Presence Online

I suspect they are using the automated services because they want to build up a following but do not want to put the work into maintaining a good high quality following. There is a fairly recent trend on Twitter, especially amongst the newer users, to confuse quantity with quality. There seems to be some sort of bragging rights associated with having the biggest following amongst your friends.

There is no rational justification for building a large, random, meaningless follower base. Why would it matter if you have thousands of followers but have nothing useful or valuable to say to them.

If you are entertaining, insightful, knowledgeable on a particular subject or are a celebrity in your own right there is a good chance you will have a large follower base. This is because you are providing your followers with something of value. Continue reading