Mind the Gap
http://onlinehelptwopointzero.wordpress.com/2009/01/13/mind-the-gap/

Online Help Two.Zero
2009

Abstract:

Twitter and other social media give customers the potential to create their own models of customer service, their own expectations of how help and support might be provided. They will find gaps through which to force departments to talk to each other, erode lines between companies, and perhaps ultimately for companies unwilling to change they may bypass them altogether and look to each other for help through applications such as Twitter.