We have a twitter account for announcements. I find it quite inconvenient and inappropriate when people send questions or messages through Twitter that could be

We have a twitter account for announcements. I find it quite inconvenient and inappropriate when people send questions or messages through Twitter that could be better handled through email. It's essentially a waste of time as the twitter format is so limiting.... it's not possible to say anything detailed or truly informative in those tiny messages. That said, it is worth engaging customers and providing info on Twitter. I wouldn't really call what it works well for 'customer service', however.