To be of value, constructive criticism must be offered in an identifiable manner, whether in person or online, not through protected and anonymous channels. It must be offered thoughtfully and sympathetically, in the spirit of a joint effort toward an improved experience.
A business’ website should be the hub for all info. Social media should drive traffic to that hub, not be the hub. It should be an easy task for consumers to find information, not an unpaid part-time job.
The internet and social media have changed the way we connect with those who sell us the beer we love. Now we can actually communicate directly with them and tell them what we do and don’t like about what’s going on with their beer.