A truly troubling event happened last week in the world of social media. Twitter announced that they had mistakenly set out reset notices to thousands of their valued users. While initial reports stated that these notices were merely a complimentary, cautionary warning to users, it was later released that they were simply sent out because of a system error. While thousands of personal and business Twitter users were allowed to breathe a sigh of relief at the fact that their information had not been compromised like previously thought, it brought about one bigger question. What does this “accident” mean for web-based businesses?
Random mistakes are bound to happen every day. It’s simply inevitable. However, there are some mistakes that in many cases may result in a “make or break” scenario. In terms of business, more and more small businesses and large corporations are incorporating Twitter into their marketing and outreach strategy due to its “real-time” long arm of outreach to both current and potential clients. This mistake may seem like a small issue and something that comes with the territory for many users. To web-based businesses, however, it is mistakes like these that often trigger a sense of uneasiness.
This is not the first time that Twitter has been confronted with this problem. Back in 2013, a large amount of Twitter accounts were mistakenly banned for supposed spamming. What is a business to do when their biggest mode of customer engagement is taken from them due to a slight system error? The biggest lesson to learn is to not only keep up the relationship between a business and clients, but also to own up to mistakes when they happen and make up for them in the long run. This is a lesson that Twitter has had to learn up to with this latest development.
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