Tuesday, August 11, 2009

IZZI hires a "twitterista"

IZZI, the Latvian cable TV, telco and internet services provider who faced a storm of criticism for poor service on Twitter, has hired a full-time employee to look after its interests on Twitter and other social networks.
This, of course, happened while I was on vacation in the US, which is why I am reporting it only now. However, the Twitter firestorm was well under way before I left. There were both anti-IZZI and pro-IZZI (though this was apparently a spoof) Twitter accounts launched.
The problem apparently started when a customer, dissatisfied with IZZI's internet service (claiming up to 100 Mbps speeds for some customers) and frustrated in attempts to get the problem solved, started to badtweet the company. See my earlier post.
The issue also got attention on Latvian TV, causing more bad publicity for IZZI in the "mainstream" media. The company quickly reacted by seeking someone to manage its reputation on Twitter and other social networks. It asked that the letter of application be sent in tweet format, 140 characters. There were quite a few applicants.
This is a good development, early adoption of awareness that company reputation can be made or broken on social networks, also that valuable information about customer attitude and problems can be found on these networks.

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