Posted by Chanelle Schneider on May 14, 2009
RTOD: If the fix exists, what’s the problem?
In light of the hailstorm surrounding the fix replies issue on Twitter, I thought it necessary to bring focus back to the real issue: customer service. All of Twitterville is upset because a decision was made for them based on an assumption. Replying to followers and hiding replies from non-followers is confusing, so let us make it easier. Fail. Users complain about the issue and the response is less than helpful. Fail again. Twitter may have failed on the service side of things, but the customers are failing, too.
Multiple Twitter users have found an easy way to fix this problem by the addition of a character ahead of the “@” symbol in a reply. Instead of this fix becoming a trend, the “#fixreplies” hashtag is still trending. In an age when social media makes it almost impossible for companies to have a bad day, users must recognize their own responsibility in the proliferation of the problem. If the solution is out there, why not use it? Why continue to tweet about a problem that isn’t really there?
Calling @biz and @ev names won’t get you what you want, either. As many customers of Twitter like to tout their higher level of sophistication, it is appalling to see these people reduce themselves to childish behavior. When a child throws a tantrum, calls people names, or pouts for not getting their way, they’re either ignored or punished. Maybe the response is not pleasing to the customers, but who says customers have to get their way all the time?
UPDATE: Twitter founder, Biz Stone, admits to “screwing up”, but this change has been in the works for a while http://mashable.com/2009/05/14/twitter-screwed-up/