Christine used Twitter to complain to Royal Mail - Scottish Highers Administration and IT - Question 2 - 2018

Public Visibility: Negative comments can be seen by a large audience, which may lead to further backlash against the company on unrelated matters.

Reputation Damage: Complaints aired publicly can damage the reputation of Royal Mail, affecting customer trust and confidence in their services.

Volume of Complaints: The high volume of tweets and messages may mean that the organization cannot address complaints promptly, leading to delays in resolution.

Need for Resources: Engaging with complaints on social media may require a dedicated team, which could burden the organization with additional costs.

Lack of Non-Verbal Communication: Twitter lacks the ability to convey tone or body language, which may lead to misunderstandings in communication.

Difficulty in Resolution: Issues raised may be difficult to address immediately on social media, complicating the complaint process.

Seriousness Perception: The organization may not take complaints seriously if they are received via Twitter, which could result in inadequate responses.

Character Limit: The character limits on Twitter may restrict the ability to explain complex issues fully, leading to further miscommunication.