Opinion: From our Readers - Firms must use Twitter to engage customers

Having just finalised our social media strategy and had it agreed, I was interested in the details of how to manage a Twitter feed (Features, 1 October).

There were many useful pieces of advice, especially the importance of understanding how you are going to use social media and what you want to get from Twitter as a communication tool. Once you are clear about that, you must understand what people are saying about your organisation.

One of the key elements is recognising that using Twitter is different to using Facebook and this has to be considered when developing a strategy.

Many organisations are still concerned about using social media such as Twitter. The fear is that staff will do or say something that is a problem.

I am sure that is the same concern people had when they started using phones.

There is nothing to prevent staff saying or doing stupid things when they meet people face to face, so it is no different when online. Yes, there need to be checks and balances in place, but this should not stop organisations from moving into the realms of social media to engage with customers.

Amanda Coleman, acting corporate comms director, Greater Manchester Police

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