Perceptions Matter: Call Center vs Real Person
And note Perter Shankman's quote:
"For consumers (or members), an 800 number is a call center ... a twitter site is a real person."
Think of perceptions: call center or real person.
The key is who is "answering" when someone tweets your organization?
What are you doing to really listen to your members "calling you" via social media?
Who is your "designated Chief Listening Officer?"