Social media works best when it addresses concerns in simple, everyday language. Case in point: recent Twitter exchanges between San Francisco’s Bay Area Rapid Transit (BART) and a number of frustrated customers.
Rather respond with typical corporate jargon like “Thank you so much for your feedback. Your opinion matters to us as we strive constantly to better serve you,” BART took the time to explain in unvarnished terms the specific challenges they face.
People may not always be satisfied with the truth, but if you level with them they are generally less dissatisfied than if you respond with canned platitudes and the promise of good intentions.