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Facebook DislikeYesterday an article by Kia Kokalitcheva titled Facebook Is Finally Making a ‘Dislike’ Button appeared in my Facebook feed.

What? Wait. #StopTheClock

Say it isn’t so. Facebook is actually listening to what its users are requesting?

I am not exactly sure how long Facebook users have been asking for a dislike button, but I am willing to go out on a limb and say for more than five years. But, while I #like and #dislike the concept of a dislike button, I found comfort in the fact that Facebook only had a like button. It kept things positive and in my opinion led to less bullying and negativity online.

But the real point of this blog post focuses on the time it took Facebook to listen, because In the realm of social media five years (or more) might as well be an eternity. As you might know, Abbie and I teach social media classes at Arizona State University and we both provide social media training to our clients on a regular basis.

One of the topics we discuss is not thinking of social media as a push tool but using social media to listen and engage. Take the opportunity to listen to your audience and engage with them! But who does that rule apply to? Why is it ok for Facebook to take so long to engage (and do they even have a phone number where you can talk to a real person – different rant)? What would happen if everyone just used social media to push content and not listen to their customers? Would social media cease to exist?

So now I want to know, what do you think is the appropriate listening and response time when it comes to customer service and social media?

Rachel Brockway
Rachel Brockway
Senior Account Executive Rachel is a native Arizonian, who enjoys spending time with her family, traveling, playing tennis, reading and social media. She’s a busy mom and is passing the idea of volunteerism onto her son. Check out Rachel's Full Bio

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