Another storm was brewing on Twitter Tuesday, and it was courtesy of Best Buy. Although the company later apologized in writing, their legal department took the initiative to send Scott Beale of Laughing Squid a cease and desist letter for running a picture of a t-shirt which parodied their brand. Scott had been Tweeting the whole affair starting on December 11
The story does have a happy ending. After Scott called the Best Buy Corporate Public Relations Group explaining the situation regarding their demand letter, the company quickly issued an apology letter.
While we were discussing the community merits of this tool, Scott was asking his network of 2,948 followers, on Twitter "so my question, where are all the PR bloggers on this issue? It's alright to write about something other than Facebook once in a while."
I have contacted Scott to learn if anything else happened with the DMCA at Rackspace.
Today's post at Fast Company Expert blogs outlines how Cease and Desist letters and lawsuits are not what you'd consider having a customer conversation, especially in this age of rapid information sharing and community support and outreach. If those tools are available to customers, why wouldn't companies use them as well? Conversation is always preferable to taking positions.