I first noticed this with some of the suppliers with whom I deal as the administrative principal of the schools. Rather than wanting to work to keep my business, I was surprised that there was a sense of entitlement to it and I was the last person on their list of customers to satisfy instead of the first. Other times, I would get a quote for work to be done and it was me (not them) who wanted to get the last few pieces of the project completed. The only thing that was prompt was the issuing of an invoice and their expectation that I would pay it immediately (even if I had been kept waiting for the service to be completed).
This story is a great example of this. A school board realized that their Twitter feed was “a bit flat” so they hired a 34-year-old as their Web Experience Coordinator to get “some more engagement” with its customers (students). Student focus groups said things were working well and that students were getting more involved because the Board was responding to their tweets. Everything was fine until a student tweeted “close school tammarow, PLEASE” and the response was “but then how would you learn how to spell tomorrow” (with a requisite smiley face emoticon). Personally, I think the tweetmaster could have worded the response a bit differently to reduce the potential for people to be offended (“being offended” is another thing that is either a by-product of my age or society in general) but the “damage” was done. Even though most of the responses were positive before and after the tweet, the employee was terminated for doing exactly what the Board expected!
When it comes to our relationship with our parents and students, we hope that you do not get the feeling that we are “entitled” to your continued support…whether you have been a parent at the school for 15 days (eg: started school in January) or 15 years (eg: have students here at the school and also off in university). We also hope that when we say we are going to do something (phone you every month, prepare your child for post-secondary education, etc.), you not only see that we follow through on those promises but also know that from the teacher all the way up to Mr. Macdonald, we will listen to your concerns if you feel that we are not keeping up our end of the bargain.