Intellectual Property Law

A Profile of Comcast's Twitter Guy

By Cynthia Brumfield

MediaPost's Catharine Taylor has a fun profile of the Comcast Twitter guy. You'll remember that Comcast got a lot of positive play in the blogosphere when Comcast solved an outage for super-blogger Mike Arrington after first learning of it via Arrington's Twitter complaints.

The cable operator got a lot of kudos for using this cutting-edge microblogging platform to search for customer complaints, although some folks thought that Arrington only got the company's attention because...he's Arrington. But Frank Eliason, the Comcast employee who under the name Comcastcares scans Twitter for complaints (and who posted a comment on my blog entry about the incident) told Taylor that he helps out any customer in distress.

Eliason says he natrually gravitated toward Twitter, but at least one Comcast executive assigned the customer service specialist to follow Twitter for potential customer service problems (and, I suspect, to nip budding PR nightmares in the bud among Twitter's elite blogger users.)

BTW, I found out about this article because Catharine Taylor tweeted me to let me know about it.

Full post as published by IP Democracy on April 30, 2008 (boomark / email).