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Cost cutting to greater reach
As twitter (or similar) becomes popular among in non-techie communities as well, businesses will use these kind of services not only for cost cutting but also for greater reach.
Great news
In a way it make sense. Small businesses tend to be more personal with their clients. They are run by a much smaller group of people who are intimate with the product/service and thus able to talk about it more with their customers. On Twitter the best practices involve a back and forth dialogue with the followers. A small business will probably do that better!
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TWITTER
explain exactly what twitter is
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