I was asked to go on BBC Radio Sheffield this week to talk about how people are using social media to make public complaints about products and services. You can listen to the section from the programme below.
The item was stimulated by the story of a woman from Chesterfield who, frustrated at the lack of response to a complaint against Talk Talk, had resorted to contacting them via her dog’s Facebook account. This ensured that the company woke up and started listening to her.
I think this illustrates how social media and new technologies are now putting power in the hands of ordinary people which previously would only have been available to those with money and / or political power. All this person was doing was deploying tactics which had formerly been deployed by big companies. Remember the adverts featuring a dog tangled in toilet roll? Yes, you remember it because the company involved spent a lot of money creating those images. Now, ordinary people can disseminate images like that using social media.