I have always loved how airlines are using Twitter. Browsing through some airlines’ Twitter pages, I found @QatarAirways account to be a little… disturbing, in a Twitter sense of course. What I noticed about them was that they set their Twitter account to PRIVATE.
Airlines and Private accounts! That doesn’t sound like a good combination, seeing that there are constant possibilities of delays, flight booking problems, flight cancellations… you know the drill. I have faced some problems and airlines like Malaysia Airlines and Airasia have never failed to help me through Twitter and Facebook. Thumbs up to both of them.
But a private twitter account? Things your business need to know about protecting your tweets
1) People can’t see your tweets.
It won’t appear on your timeline and it won’t appear on the Twitter search engine. Literally, you don’t exist at all unless someone requested to follow you.
2) People can send you a tweet, BUT…..
If they have not requested to follow and you have not approved it, they wouldn’t be able to receive your tweets, see your tweets, or reply.
This means that when a customer, who doesn’t know much about Twitter or is new to twitter and didn’t sent a request to follow, sent an inquiry or a problem that they are facing and you proceeded to respond to their inquiry, they would not get it. They would then think that you didn’t reply when you actually did! Some airlines learned the hard way when they responded late. Some had great success of responding to tweets just like how KLM is using Twitter. What about this?
3. Protected tweets aren’t real time
The reason why I say so is because it takes time to request to follow, wait to get approved and then I am able to received tweets. Twitter was built to be in real time, so don’t make it troublesome for someone who wants to get in touch with you.
I couldn’t think of any reason why @QatarAirways set their Twitter account to private, unless it’s an exclusivity thing that I didn’t know of. It could even be a “method” to attract more people to follow them, since you can’t see their tweets and the only way to see their tweets is to follow them. My advice is to not control how things are supposed to work, just let it flow.
If @unmarketing knew about this, he might say “WHAAAAT? Are you freaking out of your mind?”
Your thoughts on this?
photo credit: andypowe11