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British Gas Twitter Utilities

Over 11,000 tweets garnered during #askBG British Gas Twitter session


By Ishbel Macleod | PR and social media consultant

October 17, 2013 | 3 min read

Almost 11,500 tweets were sent using hashtag #askBG as the energy company ran a Twitter Q&A on the same day as it announced a 9.2 per cent price hike.Figures from We Are Social found that 11,466 tweets were sent using the hashtag by 15:18, with the figure peaking at 12:54, with around 160 in just a minute."This was clearly a well-meaning move from British Gas, conducting a Twitter Q&A with their Customer Services Director using the #askBG hashtag,” Robin Grant, global managing director, We Are Social said. “Unfortunately, they chose to go ahead with it on the same day they announced a 9.2 per cent price rise, which has provided a channel for the public to vent their genuine anger and frustration, and proved a gift for their critics. "Brands need to learn the lesson that all areas of their comms need to work in a joined up way, and they need well-rehearsed crisis plans in place. Too many are still making crises worse for themselves through easily avoidable mistakes like this."The most retweeted tweet came from the Ian Duncan Smith parody account.

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