Thumbs up—or down?

According to Irish writer and poet Oscar Wilde, “the only thing worse than being talked about is not being talked about.”

In other words, there’s no such thing as bad publicity.

True or false?

Queen’s University engineering student Justin Pho said it well when he wrote: “saying bad publicity improves a product’s image is like saying bullying builds character.”

Plus, with quick access to online review sites, it’s way too easy for a “bullied” consumer to tattle.

In an age where public opinion dominates—largely unfiltered, widely read and sometimes presented manifesto-style—it might be time to revisit some long-standing adages that no longer work.

How Do Scientists Make Themselves Heard?

We found in our recent report on customer service and technical support that only a small percentage of scientists take to social media platforms to publicly air complaints. But scientists also kvetch about under-performing products and poor service via private online conversations and of course, in the lab—each of which has its own way of going viral.

Of the 4% that report that they use social media platforms to publicly complain, the following depicts their preferred channels:

 

From Customer Service and Technical Support for Life Science Products:
Customer Preferences, ©2011 BioInformatics LLC. Click to enlarge.

Only 4%? you might ask. Me too. I thought it would be higher. But reflect on your own usage of social media. How often do YOU post a complaint? Many of us rely on the squeaky wheels to do that for us.

All I want to do is read about it when I’m ready to buy.

One life scientist points out the obvious:

“…if you get comfortable with something doing it [as applies to social media usage] with Verizon Wireless then you’re more likely to do it with a life science supplier as well.”

Do you use social media to publicly complain about products? Let us know; leave a comment!