Conversation Agent - Valeria Maltoni - Dear Toyota

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Ad hominem really is a bit foolish. No, I'm not from Toyota, I just have no interest in receiving emails so I don't put in real email addresses.

It has nothing to do with my family, that's just a strawman, but thanks. Of course if I were impacted it would have mattered. It mattered enough to 2000 people to make a complaint. It still doesn't diminish the fact that the complaints were negligible.

Could they have reacted differently when it became public, but to assume you know the whole story behind why they reacted like they did is not realistic. We've convinced ourselves that transparency is the only answer. We don't know the whole story, thus your point is you believe it would have been better, while you don't have all the details.

You aren't informed completely, you're not on the inside thus it's silly. It isn't personal, you're just taking it that way. It's silly for anyone to make throw an opinion around like that when they don't know all the details of why a decision was made. Could Toyota have been wrong? Sure, but we can't know that because we aren't privy to all the information behind the decision.

@Paul - making things personal by telling someone they're silly for having an informed opinion is not the way to go :) Glad you can see through rationalizations.

@Melody - what seemed to be just mat issues, turned out to be much more. What, we don't know exactly, yet. I hear from my local dealer monthly with marketing pitches. Yet, I've heard nothing about the issues and what the company is doing to fix them. That is not good. Word of mouth always spread fast. Today, we see it while it spreads. This is the difference.

@Shiv - people woke up and realized even if their car may not be impacted directly, it will be in lost valuation. Plus, given all the recalls, you have no certainty that it might not be. So what we're seeing now is the word of mouth by car owners (I think, not scientific). Also, I'm thinking there was a delay in reporting, there always is one in business. So what we may be seeing is the year-end sales activities. The other thought is that sentiment is hard to figure out online. We still write one thing and mean another in most cases. Communication is quite complex and without contextual analysis, or evaluation, we're just picking at the surface.

Interesting commentary and thank you for the thoughts. I'd like to explain something important about the SIM Score which is excluded from a lot of the commentary surrounding the Mashable post. The SIM Score analysis was based on comparing data from November, December and January. It does not include February which is when the conversation really turned against Toyota. It is worth remembering that when looking at the SIM Score analysis. And I make that point in the Mashable piece too.

Secondly, Edmunds too found a weird buyer intent increase during the end of January when the recall first broke. The real point of the story is how conversations in the social web (reflected in the SIM Score) can serve as a strong signal for counter-intuitive behavior happening online. This isn't just about the SIM Score showing something strange (therefore it appears should be questions) but how it is inline with findings from Edmunds. That behavior did take place.

The data sourcing providers Radian6 or the others aren't perfect and some manual analysis is always required. But they are getting better day by day.

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