Issue #4

I think AT&T did the right thing in intervening instead of interrupting the comments on their Facebook page. By intervening and responding to each comment it shows the customer that they truly want to understand and help fix the situation. Even though all the comments were negative the way AT&T handled the situation portrays them in a positive light. When companies like BP interrupt negative comments it makes them look scared, guilty, and unable to handle any negative publicity. However, I can understand companies like McDonald's and Disney having limits to what can be posted. Companies like Disney, that are children-based, are not going to want them to see comments with curse words in them. I think AT&T, McDonald's, and Disney handle situations like this correctly based on their audience; but companies like BP that delete negative comments are simply hiding and unwilling to confront the problem.