Andy Carvin, another employee of NPR, also responds and interacts with his users as well, to build community and improve the journalism.
Below, we see Carvin asking one of his peers for clarification about a situation they had experienced. By asking “what did you think” or “what did you feel” to one of his users, he is improving the quality of the journalism, adding value to it for himself and other onlookers and building a rapport with his users. As a result, it’s no surprise the other person responded — out of respect and trust for Carvin as well as the work he does.
In another conversation below, we see Carvin defending himself against an accusation by a user that he has become a “protest coordinator” in addition to a curator on Twitter. Whether or not this is true, Carvin has made it clear in his response that this is something he does not want to be seen as and has not consciously tried to become. As a result of his interactions with others, he felt as though he had to and was able to openly voice his opinion and his beliefs and defend himself and his work. Anyone who strives to build a community online must be prepared for these accusations and must be willing to answer them in order to build transparency and trust and to keep coming back to interact.
As a matter of fact, emarketer did a study in May of this year about whether interacting with people on Twitter actually does build trust or impact the way a person sees a company who has interacted with them — and the answer is yes.
The study found that 64% percent of Twitter users worldwide were more likely to make a purchase from a business or a company that answered their questions and responded to them on Twitter.
Only 12% were less likely, showing that in most cases, responding can only do more good than harm.