The word on the street is O2


The word on the street is O2

Tonight Twitter has been awash with reports of the social media team at O2 responding to a customer’s query using street slang. The image on this page is a snapshot of the conversation.

A couple of Storify reports have been created of the conversation between customer @Tunde24_7 and the @O2 team where you can see the exchange in full (warning – there is language in there that you may find offensive).

A step too far?
I’m curious to know what professional communicators think about the exchange. Is it a step in the right direction or a step too far? Do you ever have cause within your communications to use slang and particularly in this manner? If you do, please let me know as I’d love to feature it as a case study on my blog.

My take is that I’m amused by the responses and the fact the O2 social media team has clearly taken the time to engage directly with the tweeter and try to resolve his query. I have to admit I don’t know what half of the words mean and had to look them up via the urban dictionary.

I can picture the team crafting their responses and chuckling to themselves. I’ve sent them a message via Twitter asking if they’d like to comment on their approach. Should they do so, I will update this article to include it.

This isn’t the first time that O2 has made waves with their social media activity via their O2 in the UK Twitter account. Back in July they were praised for their response via Twitter to customers who were expressing their frustration for an outage they were experiencing. You can read a Guardian article about it here.

Do let me know your take on their tweets by commenting below, Rachel.


A question of comms: Shona Sullivan-image

A question of comms: Shona Sullivan

Discover the first comms book Shona Sullivan, Communications and Engagement Executive, Capita BBC Audience Services bought to help her career. Plus her advice for people thinking a...

Read moreRead more
A question of comms: Helen Deverell-image

A question of comms: Helen Deverell

Discover the book Helen Deverell thinks every communicator should read and the one thing she couldn’t do her job without. Helen is the Director of Helen Deverell Communicati...

Read moreRead more
10 tips to transform your storytelling-image

10 tips to transform your storytelling

Stories have the ability to transport us into other worlds, fire up our imaginations, make an emotional connection and resonate long after ending. Today I have 10 tips to help tran...

Read moreRead more

2  responses on The word on the street is O2

  • Ross

  • 11 October 2012 at 1:31 pm

My first reaction was the same as yours – it’s like getting a tweet from Ali G. But looking at the conversation it seems fair game to me in that they’re talking the same language as the customer and they are after all a mobile phone company.

Not something we’d ever get away with in public service because it just wouldn’t be appropriate but this certainly gave me a chuckle and both parties seems to enjoy the conversation so why not.

I’m also pretty sure both parties had a tongue firmly in the cheek, or maybe not.

I think you’re right Ross – you certainly get the impression that they were both enjoying the exchange, and can see it probably wouldn’t work in the public sector! But who knows, maybe someone out there has used language in this way successfully? Thanks for commenting, Rachel

Leave a comment

Post commentPost comment


Learn about internal comms

Who’s hired All Things IC
Get updates by email
Download the All Things IC app