Social Media is an effective tool as its open to the public and can be accessed almost everywhere, especially since smartphones have become available.
The days of when you would write to the Head Office or ring them to speak to a human being, rather than listening to an automated voice on the line and annoyingly having to press a hundred numbers to speak to the correct person, are becoming a distant memory.
More and more people are now likely to update their status or send out a tweet to their followers outlining their thoughts and opinions on experience they have had with organisations.
Ulysses Grant Dietz of Newark Museum
