We use Twitter mostly to broadcast brief updates about downtime and announcements to our members. If there's an outage or a system problem that affects all or most of the userbase, we'll usually try to post about it to Twitter. (Unless the problem takes less time to fix than to describe.) However, Twitter is not one of our methods of member support. Twitter specializes in angry, pithy yelling. It is not well-suited to working together to find and solve problems.
So, if you send an @nfsn Tweet, keep in mind:
- We don't have any PR people or a "social media team." There's no one here whose job is to look at (or post on) Twitter, so we may not even see a tweet for several days or weeks.
- Even if we see your Tweet, we're unlikely to have the information at hand needed to answer.
- We probably won't know who you are anyway.
- Even if you tell us who you are, we can't take someone's word for it over Twitter.
- The answer rarely fits in the length of a tweet. (And trying to force things to fit can consume a ridiculous amount of time.)
- Answering the few questions we could answer would mislead people who haven't read this into asking questions that we can't answer and then frustrate them when we don't.
As with all forms of feedback, we value what you have to say, and a real person will (probably, eventually) read everything Tweeted to @nfsn. So feel free to use it to say what's on your mind as long as you understand that we won't answer.
Should you want a reply, we recommend using one of the member support options that allows us to provide one, like posting on our forum.