On social media, many companies take on a different idea from the ones they show on TV ads, or in person. Taking a closer look at specifically the Twitter accounts, I will compare Telus and Bell to one another.
First things first, right off the bat as soon as you take on look at Telus’ Twitter profile you can see a seamless transition from their paper ads and tv ads over to the social media site. They continue to primarily use cute animals as their mascots and playing off them and their amazing attributes to describe features of devices and services that Telus offers. the first impression I get looking at Bell’s Twitter is not quite as much uniformity between all the platforms. They show a lot of products, and involvement in communities and charity work. But it does not all translate through perfectly. When I look at Telus’ posts, I think instantly “oh its Telus” when I look at Bell’s posts it definitely takes some looking into to see exactly who this is talking to me.
Secondly, when looking at communication with fans and other users Telus again takes the cake. Telus seems to constantly be replying to every message and post that comes their way. Publicly they are helpful and informative, and always quick to respond. Compared to Bell who seems to never interact with other people. Now Bell might be interacting with other accounts via direct messages, keeping it private. or maybe they just do not respond at all to those trying to contact them. Either way, what is the harm in answering questions and helping people out publicly. You may answer a question a lot of people had and now they can see the answer already posted easily, without having to ask Bell. Also answering the public is always the right way to go because it shows a human side to the company that is usually not seen.
All in all, Bell is showing a lot more products and services that they offer. Whereas Telus is mainly just helping users and sticking with their theme. I personally like the way Telus is using Twitter over Bell. I think it is smart to use it strictly for communication with customers and not be branding or trying to sell products on Twitter. These companies have enough of that everywhere else, it is refreshing to contact a company without seeing every new deals and product they are offering. I appreciate how Bell shares what is going on and what they are doing in the community, but I think they need to offer a little more assistance to customers because this is the easiest spot to contact a company directly.
