Building (or Bashing) a Brand with Twitter

Brands Are Tweet

In the Internet world everything moves very quickly, especially which technologies and social networks are being most used. One day everyone could be using MySpace, the next, Facebook. In last year and a half Twitter has risen to become one of the most influential social networks on the web. The reason, in my opinion, is the simplicity and usefulness of the platform, and additionally it has become invaluable in helping build a brand. It’s branding built on the simple principle of networking effects.

Twitter, for the 5 people out there who don’t know what it is, is a way to share tidbits of information in 140 characters or less. The information shared ranges from coupons for XBox 360 games to the latest news from The New York Times in real time. That information is then spread by having followers who listen, respond, and re-send messages. By monitoring how information moves around Twitter, people and companies can get an uncensored, personal view of their company.

So how do people do this? Well, in a recent issue of Inc. Magazine, the founder of pingg.com, Lorien Gabel, describes how he uses a Twitter desktop application to search the stream of tweets in real time, watching for mentions of his company and his competitors. When someone mentions pingg in a positive way he responds saying thanks, if negative he asks how they can right the wrong. Simple and effective.

However as useful as Twitter is, it can also be detrimental to a brand. Imagine that your company makes a mistake and someone with a fair amount of followers tweets that they are really dissatisfied with the company. This can go three ways, first, you’re there to respond and can help work through the issue. The second is not as nice; say you don’t have a presence on Twitter, the message could spread and your reputation drops. The third is even worse, if the message spreads and gets picked up by an A-list user (someone with 100s of thousands of followers) and could result in your brand taking a major hit.

I will let you draw your own conclusions about whether the risk is worth the reward. I will say, however, can you afford not to have some kind of presence on Twitter? Check it out over at Twitter.com.

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187 Responses to “Building (or Bashing) a Brand with Twitter”

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