I kinda see this happen around me - it's pretty well known that one of the best ways of getting customer service these days is to have a million twitter followe

I kinda see this happen around me - it's pretty well known that one of the best ways of getting customer service these days is to have a million twitter followers then at-message your complaint to a brand account. The rise of that, in my opinion, is exactly mapped onto my growing disenchantment with Twitter and while not the only driver, is a big part of why I left. It seems to me, businesses have made intentional changes to ensure all other forms of contact with them are so poor and ineffectual, that you'll move those discussions into your family/friends public chat spaces because none of the private alternatives work at all. </end grumpy old man rant>