We have automated messaging set up on most of our Twitter accounts, so that new followers get a brief DM about Cinnamon Edge and an invitation to call us. We use Social Oomph which is a free service and it seems that recently some of our long-term followers have been getting the message at random, and sometimes twice.
We've had one complaint about it (out of several thousand followers across all our accounts) but I investigated anyway and saw that the messages have been sent to some people who shouldn't have received them. As a result, I turned off the automated 'Welcome DM' on that account.
Then I stopped to think. The only reasons for us as a marketing company to stop communicating are if it either costs more than it returns directly, or if it indirectly harms the business by damaging our reputation in some way. Of course, a complaint on Twitter is fairly public, so it has to be taken seriously, but one complainant in about five thousand followers is hardly statistically significant.
I can imagine, I think, what top copywriter Jon McCulloch might say about this - if nobody's complaining you're not trying hard enough. He doesn't do Twitter but he does advocate emailing your list every day and asserts once again in today's email that no one who's followed his advice about that has failed to make more sales and profit. Some people hate daily emails, it's true, and will unsubscribe, but more people become customers than would otherwise do so and if you're in business you presumably want to sell something...
Keep communicating. As it happens, I don't think we get a measurable return from our welcome DM so it will be no great loss if we stop it altogether, but not just because one person complained about getting the same message twice in three days (and three times in six months).
Meanwhile, we plan to step up our email marketing. I'll let you know how that goes!
Roy
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