I complained to the BBC about their use of Twitter/X
Back in October last year, I wrote a complaint email to the BBC because I felt that their continued use of Twitter as the platform for people to contact their presenters and programmes was not in the UK public interest due to the mismanagement of Twitter (now X) by Elon Musk.
I didn't expect a reply, but I actually got one. I also didn't expect any reply to contain anything other than empty excuses as to why they still used Twitter/X and that's exactly what I did get.
As the BBC are a public body, I do not see a problem with publishing their response. I have removed all personally identifiable information.
My Complaint Email
Re: The ongoing use of Twitter/X by the BBC.
As a licence payer, I object to the ongoing use of Twitter/X by the BBC. many of your factual programmes, reporters, and channels all have a presence on Twitter/X, and viewers are actively encouraged to interact with the BBC via these accounts on the Twitter/X platform.
Based on the continual controversial changes that Elon Musk is bringing to that platform, I no longer think it is appropriate that the BBC, which is funded by the UK population, should continue to be associated with it.
Elon Musk has made it clear that he believes in 'free speech' - as long as that free speech aligns with his bigoted worldview - a viewpoint I am sure the BBC would not want to be aligned with based on recent events, such as his statements that certain inclusive language such as 'cisgender' is now considered a slur, and his allowance of disinformation regarding Israel/Gaza, COVID-19, and the Ukraine war, to be promoted unchecked on the platform.
His plans for Twitter/X increasingly seem to be revamping it as a 'paid for' platform. This means that unless people pay for an account, they will not be able to contact the BBC via the recommended channels (the BBC social accounts).
I would like to see a statement from the BBC about their plans regarding their social media accounts on Twitter/X, complete with an explanation of how the licence-fee-paying UK population can continue to interact with BBC teams and shows without having to pay for an account on an increasingly hostile and abusive platform. A platform whose algorithms are designed to promote false truths and fake news as a tactic to drive engagement.
This is not a personal attack on Musk or Twitter/X – I just feel strongly that the BBC should be more accessible to its viewership going forward, and I am sure I am not the only one who feels this.
The BBC's Response
Dear Sir,
Thanks for contacting the BBC.
Please accept our apologies for the delay in replying. We know our correspondents appreciate a quick response and we are sorry you have had to wait on this occasion.
We're sorry to learn of your unhappiness with our use of the social media platform X, formerly known as Twitter.
As technology has advanced, we have attempted to make it easier and more convenient for people to contact our shows and to contribute or interact with presenters. This has developed and evolved through the rise of email and the web, the convenience of mobile texting and the growth of social media tools such as Twitter/X.
Social media is a popular means of communication for many people and complements existing services. It also provides additional sources of content and information as well as offering an alternative means of communication to potentially expensive methods requiring mailrooms and phone staff; methods which take money away from the main purpose of the licence fee, which is to make programmes.
As a public service broadcaster, we have an obligation to reflect the interests of our audience and embrace new technologies that make us more accessible. Given the huge popularity of social networking services, it would be unrealistic for us not to be represented on their platforms.
Nevertheless, we do value your feedback about this matter. Please know that all complaints are sent to senior management and we've included your points in our overnight report.
These reports are among the most widely read sources of feedback in the company and ensures that your concerns have been seen by the right people quickly. This helps inform their decisions about current and future content.
This is our response at Stage 1a of BBC's complaints process. If you're dissatisfied with this reply, a follow-up complaint may be considered at Stage 1b. A follow-up complaint must be submitted within 20 working days through [redacted by me; contains unique link information for this complaint].
Your complaint should include your case number, and clearly and concisely set out why you feel your complaint has not been addressed. We will then look at your complaint again.
Thanks once again for getting in touch.
I didn't follow up for Stage 1b. I had said my piece and was content to let the matter go. Maybe somewhere inside the BBC is one of those big needle things that memos and letters get spiked on, and my printed-out email (via a 1980s dot-matrix printer, naturally) has been added to a stack of similar complaints.