No.
And yes.
This may be one of the biggest clichés in
PR and comms, but it gets to the heart of a very important consideration – what are you trying to achieve, and what
does success look like?
When I and thousands of other O2 users
found we couldn’t make calls or send texts, we turned to twitter to see what
else we could learn about the problem… was it happening to anyone else, was
there an explanation, and so on. The O2 support page seemed to go offline
around the same time, possibly due to being swamped by enquiries.
Twitter was soon a-buzz with tweets from
disgruntled O2 customers.
There wasn’t a great deal of information
coming out of O2 and the grumbles began to grow in volume and intensity. The O2
twitter account seemed to go a bit quiet at that point too.
By Thursday, O2 seemed to be more in
control of itself, if not of the glitch that had caused the outage, and the
company’s twitter stream was soon alive with responses to customers.
O2 is one of the few brands I follow and
interact with on twitter. Not just because I’m a customer, although that is
ultimately the explanation, but also because I’ve always thought they got the
balance of interaction and broadcast right. There was a human touch to the O2
account but it never overpowered the O2 brand.
But in my opinion the wheels came off on
Thursday.
If you check out Karen Webber’s excellent piece about the outage on NewsReach you’ll see what is probably the most famous
tweet from O2 in response to an abusive customer’s tweet. It was inspired.
Genuinely funny.
That whoever was staffing
the twitter account was given the freedom to do that is a masterstoke.
However, I also got the impression that the
huge positive sentiment that tweet elicited from the wider audience prompted
someone at O2 to declare “do more tweets like that, I think we’ve
found our way out.”
For a while it seemed that O2’s motivation
on twitter was no longer to inform or engage with customers, but to demonstrate
how achingly funny the brand could be – how irreverent and not-at-all-how-you-expected it
was capable of being.
For me, that joke wore thin pretty
quickly.
It was clever though.
Social media is a fickle environment. The
speed with which people get enthused and subsequently bored is staggering at
times. So, why not take advantage of that..? Which is what O2 did.
By engaging in a spot of banter,
attempting to shock us all a little by responding to remarks about anal sex
with people’s mothers for example, the brand was executing the perfect social
media handbrake turn.
O2 outage..? What O2 outage..?? Look over here -
they’re being funny about tweeting first and fellating in hell later, and
joining in with jokes about pigeons.
Did O2 get it right? I think that depends
entirely on what we think they were trying to achieve. If it was reassuring
customers (and don’t forget some of them rely on O2 for their business) that
the problem had been identified and was being put right, I don’t think so. If
it was turning the tide of negative tweets, then yes.
They could have posted some animated cat
gifs, that would probably have had the same effect in terms of getting the
angry mob to put down the pitchforks and torches.
Personally, I think there was too much
emphasis on trying to be clever and funny, and not enough on acknowledging the
problem.
Footnote: can you see sour grapes
here? If you feel like trawling through my twitter stream you’ll find a tweet
from me to O2 stating that despite being inconvenienced by the outage, I wasn’t
feeling at all aggrieved. There are no sour grapes.
Background reading: BBC: "O2 says mobile network fully restored after fault."
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