Any time you ask for the opinions/comments of the public, the majority of responses are going to be from the extremists who feel strongly about what you are asking. I feel that AT&T has done the honorable thing by intervening. They do not respond negatively to those who have made rude or negative comments on their Facebook wall. AT&T does their best to answer their questions, which may come as a surprise to the commenter who was probably not expecting a response. The situation goes to show that AT&T is providing their customers with excellent customer service. Only one possible downfall comes to mind for this tactic, and that is cost. AT&T has to spend a large amount of time on responding to these comments which could be costly in the end.
Companies who interrupt their customers by deleting the comments that they do not approve, or limiting the abilities of customers to post, are ultimately hurting themselves. It may make them look like they have a good reputation, but that’s only because they deleted everything that could hurt their image. By ignoring the customers they will never reach a solution. With the restriction that companies such as BP or McDonalds put on certain users, they are limiting any type of social responsibility. In comparison to AT&T’s approach, it is more cost effective to do this. However, it could potentially hurt relationships with customers in the end.
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