30 October 2014

'Oh so very over it today' tweets Westpac

18 February 2010  |  12858 views  |  1 call centre Customer assitant

With many banks still wary of social media, Australia's Westpac provided an example of the potential pitfalls today when an employee accidentally posted a self-pitying tweet using the firm's official account, prompting scorn from followers.

Westpac, which recently posted first quarter profits of A$1.6 billion, told the world via its Twitter account that it was "Oh so very over it today".

Fellow Twitterers were less than sympathetic. One responded: "You're a bank. You made a $1.6 billion first-quarter profit. Cheer up" while another suggested: "Maybe you can go dive in a swimming pool full of my money to make you feel better".

The tweet was removed, with another posted explaining: "Yes, a case of the multiple account slip, here's hoping you have a better day tomorrow CT! ..Ean"

Sentiment within the Twitterverse soon switched, with many expressing sympathy and concern for "CT".

"I'm worried about the @westpac person..... and I hope they don't get the sack," tweeted one while another mused "Nice to know your human :)".

The furore has also seen the bank gain hundreds of Twitter followers - boosting numbers to nearly 900 - in the last few hours.

KeywordsSOCIAL MEDIA

Comments: (1)

Steve Ellis - Metia - London | 18 February, 2010, 12:13

This seems like a very trivial incident (certainly compared to Vodafone's recent problem here in the UK http://www.guardian.co.uk/technology/2010/feb/05/vodafone-twitter-obscene-tweet).

If banks should be positively encouraged to engage directly with their customers, in order to communicate and ideally fix their issues via whatever new channels those customers prefer, then jumping onto trivial gaffes like this seems silly.

I don't know WestPac well, but I wouldn't be surprised if allowing the authentic voice of their employees to escape the corporate firewall (even if slightly inappropriately in this instance), has probably allowed them to score a few points for authenticity and trust with many customers.

Be the first to give this comment the thumbs up 0 thumb ups! (Log in to thumb up)
Comment on this story (membership required)
Log in to receive notifications when someone posts a comment

Finextra news in your inbox

For Finextra's free daily newsletter, breaking news flashes and weekly jobs board, sign up now.

Related blogs

Create a blog about this story (membership required)

Related stories

10 February, 2010
26 January, 2010
14 January, 2010
17 December, 2009
10 December, 2009
08 December, 2009
02 December, 2009
26 October, 2009
16 October, 2009
10 July, 2009
02 July, 2009
27 March, 2009
04 March, 2009
06 January, 2009

Related company news

 

Featured job

to £90k base + Commission + Benefits
London, UK

Find your next job