Protecting Brand Reputation with Private Conversations Online
Twitter is helping brands maintain their reputations with new features. Twitter is looking at new feature for brands that puts its messaging button in a central location and encouraging customers to start their conversations with the business via direct message, DM, instead of publicly. Many businesses use Twitter to respond to their customers but often that involves getting angry tweets which are in public view.
Twitter is now making a change to the way profiles are displayed on mobile to encourage users to use direct messages rather than public tweets. The new button appears on mobile and takes over the full space where the "Tweet to" and "Message" buttons were. With this feature customers can start a private conversation with the company concerned and thereby, hopefully, prevent public tweets which may be critical of the brand.