[hoodq]

Scale is the problem. Let's say this wasn't about Bank of America but rather "your favorite giant company" -- the one that has 40 million online users and 16 million mobile users. How does a relationship that large engage in a meaningful, authentic dialogue in tweet-time?

[benjamincburns]

Personally I'd rather they just didn't try instead of faking it. The latter is disingenuous and belittles the customer.