Despite high-profile examples to the contrary, it still behooves you to be careful when you or your employees use Twitter.
Amtrak caught flak last fall for responding seven months later to a customer stuck in an elevator, saying, “We are sorry to hear that. Are you still in the elevator?”
Turns out Amtrak employees had taken action within minutes of the original call for help—but the belated tweet made company officials look like monsters.
Consider using this as a case study in your social media training. The commonsense approach would have been to check in with Amtrak’s emergency team.
“Not our finest hour,” the company said later.
— Adapted from “Amtrak Asks If Woman Stuck In Elevator Is Still There 7 Months Later,” Hilary Hanson, Huffington Post.