Colleges get mixed reviews when using Twitter for customer service


At 10:58 a.m. on October 3, Lindenwood University junior Katherine Anderson notified the university’s official Twitter handle about a car crash on campus, and said a professor almost hit her car. “Do something about the driving on campus,” she Tweeted in all caps. Lindenwood’s response from @LindenwoodU came five-and-a-half hours later: “Specific suggestions for improvement are always welcome,” U.S News reports. Chelsy McInnis, also a junior at Lindenwood, says the university looked her friend Anderson up in the directory and called her cell phone–rather than sending a direct message on Twitter. That partly explains why McInnis says the school is ignoring its student body on social media, where it responds only to “positive messages or the occasional nonthreatening question.”

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