Once used mostly for one-time promos and marketing, Twitter is now something businesses are relying on to provide customer service. For instance, Southwest Airlines tweets to alert folks about delays. And Best Buy responds to questions and complaints via Twitter. And they're not alone.
Let's say you're thinking of ordering a pair of shoes online and you want to know the store's exchange policy. You could pick up the phone — but then you'll hear the old recording: "To ensure quality service, your call may be monitored or recorded."
The following exchange has played out over and over in the last ten days:
Point: "NBC's coverage of the Olympics stinks, because everything is tape-delayed and cut to shreds, and also the announcers are awful and they only care about American athletes, and by the time I get to watch anything, I already know what happened."
Counterpoint: "People are watching in huge numbers."
Chick-fil-A has been in the news lately, not because of its chicken sandwiches but thanks to comments by the fast food company's president opposing same-sex marriage.
Social media helped spread the story and some of the country's mayors urged Chick-fil-A not to come to their cities. This led conservatives, including former Arkansas Gov. Mike Huckabee, to call for the public to support the chain on Wednesday by eating at one of its restaurants.