T.O.W. : Week 3

2 02 2010

Is social media monitoring ethical? The answer to this question is a resounding yes! Not only is it ethical, but the responsibility on behalf of the brand itself to make sure they know what is being said about their brand in every way possible on all forums. The area where ethical questions can arise is how the information found is used.

When running a business it is imperative to know how your customers and potential customers feel about your brand, and what they are saying about your brand if you want your brand to continue to grow and prosper. For instance the new Dominos ads where they address the complaints of their customers through taped focus groups. Social media monitoring is just another form of focus groups.

Where ethical questions can come into play is how the information gathered is used. For instance it is easy to manipulate the information you find to skew it towards what ever point you want to prove. For example  if you want to show nothing but positive remarks about a brand you can do that, and vice versa. Just like a reporter who only shows one side of a story or does a half story just to have the most controversial story they can.

Social media monitoring is a great tool for any business to use in order to gauge its feedback from it’s customers. However social media monitoring must be used in a responsible matter.

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One response

4 03 2010
Blog Comments « Micaela Starr Carter

[…] 8. T.O.W. : Week 3 […]

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