Twitter as EWS for businss

Michael Arrington of Techcrunch had no Comcast service. After many hours of it being down, he twittered about it.

And then I lost my cool, tearing into Comcast on Twitter. Jeff Jarvis and others picked up the story and blogged about it.

And this brings me to the point of this post. Within 20 minutes of my first Twitter message I got a call from a Comcast executive in Philadelphia who wanted to know how he could help.

He said he monitors Twitter and blogs to get an understanding of what people are saying about Comcast, and so he saw the discussion break out around my messages.

Sure, Arrington is a tech heavy and maybe others of us would not have gotten such as fast response. But still, Comcast was smart, and took a potentially damaging incident and turned it into good PR. All because they Twitter.