Taking Facebook Creeping a Little Too Far?
Mar 24th, 2013 by Nadia Gunderson
Social media is quickly becoming a marketing norm for many businesses. Social media, notably Facebook, Twitter and YouTube, allow companies to advertise products, raise brand awareness, and interact with current or potential consumers, in a way that was not possible even a few years ago. These days, a Facebook/Twitter/YouTube (or any other channel) link on a company’s webpage is not unusual. But, before we get too ahead of ourselves, Brian Solis raised an alarming concern in a recent blog post. Mr. Solis highlights an increasingly important issue for consumers: “Are businesses invading consumer privacy by listening to social media conversations?”
Not only are companies able to participate in social media conversations with their markets, but they are now also able to “listen” to what consumers are saying without the channel user knowing. This is becoming the new “standard in community engagement”. Is this a good thing? On one hand, being able to ‘eavesdrop’ on consumer conversations allows companies to nurture stronger relationships with customers, encourage loyalty and support, and act upon problems. However, “creeping” into what consumers are saying about a certain brand, product or service where these conversations are not intended for the company is being seen by some as a potential breach of privacy. So, what do you think? Are there boundaries to how businesses should use social media? What would constitute abuse of social media by a business? Share your comments and views.