[geoduck14]

>Full disclosure: I work on Yahoo Mail, but I’m not speaking for my employer.

I've worked for large corporations before, and I have had training g that explicitly told me not to "go on social media, disclose my affiliation, and then run text support".

I'm not going to tell you how to post on HN - cause I love hearing true tech stories, but you might consider caution

[PyWoody]

One of the things that makes HN special is getting frontline insights like what OP gave. Almost any thread with a major issue/outage will have such a comment. Most of the time, it will come directly from a CTO/CEO.

[robin_reala]

I work for a large corp and I’ve explicitly OKed it with the social media team that it’s OK for me to engage with customer complaints online to get them resolved if necessary. There are a few guidelines, but they’re easy to meet.

[cratermoon]

In my experience, this cuts two ways. Some companies hire what about to PR flacks to respond to complaints with bland, vague apologies and company hype. The good companies have real support people tasked specifically with engaging on social media to help users fix issues, especially common ones. As you might expect, I tend to prefer to do business with the latter, and I suspect I'm not alone.