how i told 200 million people my bank was killing trees. and they listened

Aug 262011

One of my very first blog posts was about twitter and how my generation isn’t getting it. (read it here!) It was only a couple of months ago, and since then nothing has changed. My friends still aren’t using it, and I’m using it to death. Maybe this story will change some of them.

During the weekend, my wife and I decided to clean out the kitchen. One particular bench was our main focus and seems to house everything from empty baby bottles and dirty dishes, to “what the kids don’t want to play with” and handyman tools. It also seems to be the home for an obscene amount of unopened letters. Upon closer inspection, 90% of these letters where from the ANZ bank. We have a number of services with the ANZ and I imagine they feel compelled to send us letters about them every other day. Gathered up for storage, I notice that in the office, the 4 drawer filing cabinet has 2 drawers labelled “bank stuff” and these were both full. Something had to be done. Enter twitter.

@ANZ_AN how can I get you to stop sending me paper statements? the amount of mail I get from you is #ridiculous! #ANZ #killingtrees

Fired off in anger and frustration, not really expecting a reply, just wanting my voice heard and after hitting Enter, I totally forgot about it.

A couple of days later:

@GossipISM Have u considered online statements instead? You can find out more info on them at – http://t.co/nlfhUiw. Will DM other info ^RF

Followed by:

@gossipism Could you please follow us so that I can DM you with more info. Thanks ^RF

I reply, totally surprised with:

@ANZ_AU wow, big ups for the reply, im genuinely impressed. have clicked the link and will register shortly. #anz #bankthatlistens

Our bring fling ended with:

@GossipISM Thanks so much 4 your kind words. We’re here to help. I’ve DMed you with another option, let us know if u need any more info. ^RF

Advice taken, online statements order, waiting for result. Still a unsure on what just happened.

My story is one of thousands that gets played out every day between Tweeple and big companies and corporate giants, and for me, it’s served as confirmation that twitter is something not only useful but extremely powerful.

Got beef with “company xyz” that’s notorious for keeping you on hold for hours only to be cut off, hung up on, or put back to the first person you spoke to? Don’t call them back, don’t send them an email, don’t go kick the cat or dog or break stuff around the house, send them a tweet. Let the company and 200 million other tweeters know how you feel. There’s a good chance they’re listening. And if they’re not, bloggers, journalists, and current affairs TV shows most certainly are.

On a humorous and still related note, this was a twitter conversation that was recorded a couple of month ago during Australia 2011 Census night.