The post I did a few days ago, How not to use Twitter HabitatUK a case study, hit a chord on Social Media Today. It was the most viewed post  (more than 22,000 views, 41 comments and 636 RTs, as of this morning)  and it obviously struck a chord with the Twitter community as it was tweeted about for days. It was picked up by the Guardian and Sky News. As a consequence, the Habitat press office contacted me this week to apologise for the matter, and asked me to post this on their behalf. Here's what they said:

I know people have been waiting for a response tweet from us; we are treating this very seriously and wanted to offer a longer message. We have been reading everyone's comments carefully and would like to make a very sincere apology to any Twitter users who were offended.

The top ten trending topics were pasted into hashtags without checking with us and apparently without verifying what all of the tags referred to. This was absolutely not authorised by Habitat. We were shocked when we discovered what happened and are very sorry for the offence that was caused. This is totally against our communications strategy. We never sought to abuse Twitter, have removed the content and will ensure this does not happen again.

It has been really valuable to hear how users would like us to use Twitter and we are determined to do better for the Twitter community.

Habitat Head Office

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