‘Is Twitter the Key to Modern Customer Service’ by Jay Baer
Baer says, “Is Twitter trying to be the most important customer service channel?
Twitter has announced the rollout of the long-rumored feature of being able to send people private messages via its direct messages capability, without them following one another. As you probably know, historically in order to send somebody a direct message in private on Twitter both parties had to follow one another. Now, however, Twitter is saying that if you set your account accordingly to be able to accept direct messages from people who you do not follow, you can get those messages.
If you set your account that way – and you have to elect to do so in your settings – opens up a tremendous amount of potential spam. I don’t necessarily want a lot of direct messages from people that I don’t follow”.
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