It’s not because Twitter is free that we give them a wide berth and hit refresh and try again. Twitter is constantly down. It’s how Twitter deal with the failure that tames our frustration. Facebook would never get away with the same amount of downtime yet it’s also free and in the same social media space as Twitter…why are our expectations for Facebook different?

Fail often yet we feel empathy not upset

How much time do you give to creating a positive experience in the face of meltdown? There are books on this stuff. They teach us that technical failures are not the end of the relationship. Handled well and happening infrequently they can generate further engagement and even positive engagement with our most passionate advocates.

Take a day to write and then rewrite your error handling engagement.

Unforgiving Error