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How To Reassure Users When Your Site Goes Down, Using Twitter

by / Tuesday, 08 March 2011 / Published in Of Interest


Microsoft has teamed up with Psychster, a research firm that apparently specializes in “the psychology of social media”, to study how companies should use Twitter to address a site outage, unscheduled downtime or interrupted service.
The results showed that half of the (120) respondents in the sample would consult a Twitter feed to get information about an outage, and that negative feelings about the downtime would reduce if they find out the responsible company seemingly cares enough to tweet about it.
According to the study, acknowledging an outage and giving an explanation also reduces users’ likelihood to contact support.
You can download the complete study here.

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