Following on from my previous post a client pointed me to this article on the Virgin Facebook fiasco. The writer concludes with the following paragraph which believe it or not sums up exactly why I originally got into this stuff all those years ago at the BBC.
The public firing of staff around this brought a lot of negative publicity. It’s a great example of the power vacuum that happens in companies that don’t have coherent internal networks. There is a yinyang relationship between a well organized internal network (where the fired flight attendants should have been allowed to whine and grumble, and also been given guidance) and the outward facing social network, where Virgin’s high standards of customer service should apply to promptly commune with customer questions and concerns as well as enjoy the ‘fan’ status conferred on them by members of their group.