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."
Google is shaking things up at its new subsidiary Motorola Mobility, announcing Monday that it will lay off 20 percent of the company's global workforce. Its strategy is to create a small division led by a technology star to spur innovation at the company that invented the cellphone.