We use Twitter mostly to broadcast brief updates to our members about downtime and announcements. In general, if there's an outage or a system problem, even a relatively small one, and we're able to post any information we can about it to Twitter, we will. However, it is not one of our methods of member support. While Twitter does have some value, we feel it is particularly ill-suited for working together with our members to find and solve problems.
So, if you send us an @nfsn Tweet, keep in mind:
- We don't have any PR people or a "social media team." Since we use Twitter for outages, we tend not to use it much under ordinary circumstances, we may not even see a tweet for several days.
- Even if we see your Tweet, we're unlikely to have the information at hand needed to answer.
- We probably won't know who you are anyway.
- Even if you tell us who you are, we can't take someone's word for it over Twitter.
- The answer almost never fits within 140 characters. (And most people can testify that trying to force things to fit can consume a ridiculous amount of time.)
- Answering the few questions we could answer would just mislead people who haven't read this into asking questions that we can't answer and then frustrate them when we don't.
As with all forms of feedback, we value what you have to say, and a real person will (eventually) read everything Tweeted to @nfsn. So feel free to use it to let us know what's on your mind, as long as you understand we won't be able to answer. Should you want a reply, we recommend using one of the member support options that allows us to provide one.
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