Groundswell goes into effect… or do they?

UPS does have one downfall. They have not used social media to their fullest. As of right now the company does not own their own blog nor have I been able to find people from UPS on Twitter.


Here, however, are some of the things they have been doing right. They have the UPS whiteboard which is an interactive part of their website which helps customers find/understand how UPS works, how to navigate around the actual website, who works for UPS and what the different areas mean/do.


There was an articleon the UPS website that did discuss the importance of blogging and how it could help businesses.

I also found another sitethat discussed how UPS was using the Internet in new ways to “listen to” their audiences.


Lastly, UPS does have a professional profile on Linkedin.


Overall, I do not think that UPS has seemed to keep up with the newest social media to keep in contact with their consumers. However, UPS has been awarded to have good customer service as well as has been listed by Information Week’s Magazine’s top 500 companies, based on innovative use of technology. They do seem to know how to listen to their audience, but I think they have a little bit of a hard time talking to their audience, and several of the other parts that are included in the Groundswell.



  1. Josh Bernoff Said:

    Good analysis. If you were at UPS, what would you do?

    Here’s a hint. Small businesspeople like to talk to each other.

  2. ally259 Said:

    I think that UPS should join more social media. I think it would be a great benefit to them. When I was doing some of my research I saw that there were several blogs about hating UPS and I think that if UPS had a place where people could more openly discuss the problems they have found with someone or a group of people their customer service would be better. I especially think it would be good if they got a blog, that way people could get more updates in a less formal way, which I think is how younger generations like their news, at least I do.

    And yes I think it would def. help with small businesses and indiviual customers who might now use them as often.

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