g1smd - 9:04 am on Oct 18, 2012 (gmt 0)

Because I would be the comcast guy in this twitter conversation. If I started using twitter my customers would probably do the same thing you did - instead of emailing or phoning me during service hours they would blast out their questions on twitter.

Responding on Twitter: an immediate public response.

Seen to be pro-active in dealing with queries and problems.