Photo: Some rights reserved by Dustin Diaz When do you tell him? A couple months after he opens his account, the "cool" wears off as he stops logging on, and not answering messages from customers. A couple months ago I had an issue with a certain low-cost, SE Asian, hotel chain that will remain nameless. I had emailed one of their customer service managers, and it was taking upwards of 10 days to get an answer. I did the next logical thing, got on twitter and sent a public tweet asking if I could get a response. Ta-Da, like magic, I got an email within a few hours, my question was not answered, so I emailed back, waited another 3 days, no reply, got back on twitter. I waited another 3 days and nothing. Looking through the company's old updates, I noticed they had linked to their CEO's twitter account. So again, I did the most logical thing and sent him a public tweet. It took me 3 days to get a reply from this CEO, saying that his team was on it.