[prange]

What makes you think a customer service rep is operating the official Twitter account for a $40+BN company?

[danpalmer]

The fact that Twitter is a customer service channel, the tweet was sent with "Qualtrics Social Connect" which describes itself as a customer service tool, the fact that there was a personal sign-off on the tweet which big companies don't tend to do when they're making policy announcements, but that they do tend to do when a customer service rep is replying to a customer question. Plenty of large companies do this sort of support via their official account rather than through a dedicated support account, it generally provides a better customer experience because no one wants to look up an account like "LufthansaSupportEMEA".

I'm not sure what makes you think this is not a customer service interaction?

[prange]

> the fact that Twitter is a customer service channel

This is circular reasoning. Nowhere is it established that Twitter is a customer service channel.

Other parts of your in your first paragraph makes sense, but are also non-obvious and reflect expertise and evidence collecting on your part.

Plenty of large companies do also use Twitter for PR rather than customer service.

Unless clearly stated otherwise, there is no reason for anyone to treat an official Twitter account as anything other than an official statement by a corporation, no different from their official blog, or website.

[duxup]

Not to disagree with your characterization of the tweet or response to the user, but what's the end point then?

"Don't believe our official twitter account if you think customer service is involved?"

I have trouble faulting anyone for believing what was a very clear statement on their official twitter account.