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This story highlights that more and more people are turning to social media to comment, correspond and vent their frustrations. It is not surprising as we are all busy and it is far easier to deal with matters and raise queries via social media or chat platforms so that we can multitask.
In addition, businesses are turning to social media as messages can go viral in seconds and so it is the easiest way to share messages.
However, social media does seem to create a false sense of security and so those commenting do sometimes fail to apply a filter to what is said. Of course, this may not raise issues in relation to personal lives and in fact supports the concept of freedom of speech. However, the lines can be blurred when an individual has a public association with their employer and makes an inappropriate comment.
Social media is becoming the default method of dealing with customers - perhaps because it is seen as softer and more approachable than conventional complaints departments, but also because of its sheer convenience as a means of sounding off”
