Two good Facebook-y things from Brendan Hodgson …
The first, an interesting piece on a Tim Horton’s employee Facebook group. Brendan discusses some of the posts of the group (including rather "snarky" directives to the customer) and then concludes with a musing on what is REALLY going on:
Ultimately, I wonder if this form of communication highlights not only
the issues and complaints of customers (which typically has been the
focus of social media) but also those of employees – who are (in a
roundabout way) communicating to their employees that a different form
of customer communication could create a better experience all-round.
Nice piece. There are a lot of employee groups on Facebook (sanctioned and not) and it’s something that employers are going to have to deal with.