Digital channels are growing but there is a trend amongst young people for ‘private’ social media. And what does that mean? Especially for customer services?
by Peter Sharples
We’re told that what we thought of as social is going private. Or, if you prefer, we’re being social in private. Sharing one message with a lot of people isn’t the done thing anymore, especially among the younger set.
In my corner of the local government sector (transport) 16-24 year olds are a key audience to be engaged. Public consultations have been – perhaps subconsciously – aimed at the ‘grey’ sector, assumed to be the biggest public transport users; certainly they are one of the most vocal and passionate.