Issue 4

I think AT&T definitely has the best approach in dealing with negative comments on social networking sites. There are always two sides to every story. Interrupting customers, rather than intervening, seems really one sided and doesn’t allow constructive criticism. Intervening allows companies to address the issues that customers may be facing and just has a more personal feel. They might not be able to change every negative customer’s feelings, but a few words can go a long way. However, comments that are extremely negative or vulgar are probably better off left unaddressed.