Jennifer Conner wrote a great article for newbies on Twitter http://cli.gs/nD8Q5e She quoted me in the article :-
At Herndon-based Network Solutions Inc., Social Media Swami (his title was picked by a staff vote) Shashi Bellamkonda (Twitter: Shashib) has become well-known for his swift ability to get answers to domain name and Web-hosting questions.
Using Twitter, he is able to quickly defuse the anger of upset customers. Recently, one user vented a Tweet full of frustration at Network Solutions. A follower of that user replied that the person should talk to Shashib.
Bellamkonda says the “listening post” of Twitter allowed him to solve a problem that otherwise would have just festered.
Read the rest of the article here http://cli.gs/nD8Q5e. Thank you @jenconner