Readers welcome back to my blog. In this week I will be briefly discuss some concepts in legal risk of social media to an organisation. In today’s modern generation, many organisations have been using social media as a tool to communicate efficiently, share information, increase network and improve business exposure. Having said that, there are disadvantages and risks associated when using social media for business purposes. One good example of an organisation that uses social media that could encounter several legal risks is the Centrelink.
Centrelink is a part of the Australian government department of human services that provides support to families, students, jobseekers, elderly and people with disability and financial problems. However there are many negative feedbacks that can be found in different social networking platforms about Centrelink’s poor customer service and management. So could these bad reviews affect Centrelink’s reputation and cause misleading conduct to the organisation?
Centrelink was identified as an “anti-christ” company in an online blog post. Criticising an organisation through the social media could disintegrate a company’s name and reputation. But what could cause Centrelink’s reputation to be at risk in this context?
- Being exposed in social media
- Difficulty of controlling social media platforms
Centrelink’s exposures to social media have pros and cons. Pros – Yes they can communicate effectively and quickly respond to Centrelink clients. However there are also cons – in this matter because Centrelink provides services to many clients around Australia. Hence, the company often have delayed response to customers’ queries, which results to negative perception of the company’s service. When this type of scenario happens, some clients will become frustrated and unsatisfied to Centrelink’s customer service. Unhappy customers will often post negative and inappropriate feedbacks, reviews and comments in social media to get attention and inform other users.
Social media users can easily post any topic online that other users can freely see and read globally. Hence, an unhappy client can post negative feedbacks to Centrelink effortlessly and within minutes people not only in Australia but also around the world will be able to read it. Unhappy clients have the ability put deceiving and false information online to attract readers and get more attention. This fraudulent information can cause potential, new and existing clients to mistrust and criticise Centrelink.