Imagine the scene, you’re sat at your desk and you get an email from a friend who’s a customer fo the company you work for. Its far from a simple question that you can answer off the top of your head or following a quick look at internal information sources. I found myself in this situation today and realised I didnt have a clue who to speak to in order to find an answer.

Rather than go round the houses exploiting my network of colleagues all over the company I decided I will do what customers do and I fired a tweet @ my companies account and funnily enough I got an answer that I knew was official enough to provide back to the customer.

This got me thinking. Are the lines for internal and external communications for large corporations being blurred?

If its quicker for an employee to ask the companies web relations team via Twitter in order to get an answer to a query then this has not only flagged a problem and highlighted a possible answer on how to fix the problem.

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