Contact Center Industry News

TMCNet:  City's Facebook page taken down, restored

[January 30, 2013]

City's Facebook page taken down, restored

Jan 30, 2013 (The News Courier - McClatchy-Tribune Information Services via COMTEX) -- About 1,800 followers of the "City of Athens, Alabama" Facebook page could have missed out on severe weather warnings Wednesday morning due to the site's timeline no longer being available.

City of Athens Communications Specialist Holly Hollman said that the city has utilized Facebook since October 2011, as well as Twitter, Nixle and a city website in an effort for citizens to gather information on power outages, severe weather, road closures and other information. She was concerned that citizens might not be getting vital information.

On Tuesday, in a move that could be called bad timing, Facebook removed the city's rights to administer the page. If a user tried to pull up the "City of Athens, Alabama" page, a timeline was no longer available -- only a box with general information.

An email from Facebook informed Hollman there is a list of reasons why the page might have been deemed in violation of Facebook guidelines. The email stated that it could be attributed to someone hacking the Facebook page, the page's administrators not being authorized representatives, the page infringing on intellectual property rights or the page name being too generic.

Hollman said she sent two appeals to Facebook regarding the issue.

"I sent an appeal to Facebook on Tuesday and again on Wednesday, but have yet to hear from Facebook what the issue with our page is," Hollman said early Wednesday morning. "I have reviewed the list of reasons Facebook has for how we may have violated its guidelines. The only reason that could be an issue is if Facebook has deemed our page name, 'City of Athens, Alabama' as too generic." Andrew Noyes, manager of public policy communications at Facebook told The News Courier by email Wednesday, "We want to make it easy for people to connect with different parts of their local city governments. Since there are many organizations that make up a city, we have asked Page administrators to designate their specific department (e.g. travel/tourism bureau, mayor's office)." By Wednesday afternoon, Hollman had heard from Facebook and was asked to rename the page because "no one person can represent a city, county, etc." A Facebook representative told Hollman that due to a new policy, Facebook started reaching out to cities asking them to clarify their page name and apologized that an email asking administrators to change the name "didn't make it through and the page was disabled." The representative told Hollman that Facebook would be happy to help restore service and answer any questions she might have.

Hollman said she sent the suggested name change "City of Athens, Alabama -- (Public Relations)." By late Wednesday afternoon, the name was approved and the site was up and running.

___ (c)2013 The News Courier (Athens, Ala.) Visit The News Courier (Athens, Ala.) at Distributed by MCT Information Services

[ Back To Cloud Contact Center's Homepage ]


Featured Resources

Featured Report
Millennial Research on Customer Service Expectations

Millennial Research on Customer Service Expectations

The "why" behind this research is simple: our clients recognize that different generations bring different expectations, varied communication preferences and new customer service patterns to the customer experience...
Featured Report
Optimizing the Customer Experience through Cloud Contact Centers

Optimizing the Customer Experience through Cloud Contact Centers

Adoption of cloud contact centers is on the rise. Findings from Aberdeen's January 2014 'Public Cloud vs. On-Premise: How to More Effectively Deploy a Cloud Center' study shows that 31% of contact centers are deployed in the cloud, and our related blog post highlights that companies anticipate their adoption of cloud technology to rise further throughout 2014...
Featured Report
Aberdeen report

Aberdeen Report: Cloud for Mid-Sized Contact Centers – What You Must Know

Cloud Technology is opening new doors for many businesses. However, it does so only when it's combined with the use of best practices and key technology enablers. This document highlights the adoption of cloud technology by mid-size contact centers and illustrates the reasons driving their investments...
Featured Whitepaper
Aberdeen report

Seven Critical Capabilities to Demand From Your Cloud Contact Center Provider

To deliver a world-class customer experience, your contact center must be flexible and reliable, while providing all the tools agents and supervisors need to manage their workflows. Here are seven critical capabilities to look for when deploying a contact center in the cloud...
Featured Webinar

Contact Center Economics and the Cloud

Together, Bob and Drew will help you understand the economic value of upgrading technology, important business and financial considerations, and how to compare total cost of ownership of a premises vs. cloud or hosted solution. Watch the webinar on-demand now...
Featured Datasheet
Zipwire Cloud Contact Center

Zipwire Cloud Contact Center

The appeal of moving services to the cloud is obvious. Cloud services offer reliability and robust feature sets without the need to implement or maintain complex contact center infrastructure. The Zipwire™ cloud-based contact center allows businesses to leverage the flexibility and cost savings of cloud architecture while offering a seamless, first-class customer experience...