One user told PRWeek after alerting Twitter that she had lost followers, she received a “please be patient” response from tech support but not much other information. When asked about this somewhat canned response, Stone said, “We can only tell users what we know…as soon as we investigated it and found that it was [caused by] an error during our database upgrade, we sent out a note telling people what was happening.”
Stone posted a blog and Twitter update explaining the glitch today.
But following this latest round of user backlash, are there plans to hire an agency? Stone says they are not in talks with any agencies now, but they’re not ruling it out. But even so, they're still focusing on a key message to get out to users.
“The message is we’ve identified the problem and now we’re fixing it,” he said. “We’ve mostly been communicating this through our status blog. It’s the pulse of our effort to increase system capacity and make the overall experience better.”
But Stone says there are no plans to conduct any media or blogger outreach to communicate this. Rather, if people are interested they should read the status blog.
“We just assume that if people are interested in Twitter they’ll follow the updates on our blog,” he added. “We don’t call anyone specifically.”