But leaving X can have negative consequences for organisations and their relationships with customers.
“When users leave, the impact depends on who is leaving and why. A local authority posting news provides significant value to the network. If such an account leaves, it can hurt both the platform and its users,” he tells BBC News.
“Users protesting by leaving should weigh the broader social implications of staying versus exiting.”
For some organisations who need to get their message out quickly, X still has value that other competitors simply can’t offer.
“For us there is still that value [on being on X],” says Andrew Cassidy, senior director of digital strategy and engagement at the Massachusetts Bay Transportation Authority (MBTA).
“We try to match where our riders are. When people are tweeting at the MBTA someone can provide a definitive answer in the moment. Our broadcasting system is exclusively tied into our X account, but we still field customer service questions across other platforms.”
“Our focus is providing customer service to the largest number of riders that we possibly can,” Mr Cassidy says.
“With the current landscape being what it is, X still feeds that need.”
It’s “unthinkable”, Mr Gensing explains, not to have a presence on social media in 2025.
“We have to view all the platforms critically, it’s not only X. The companies behind them set up the rules of the game and they can change them.”
Credit: Source link
