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The number of Tweets directed at companies has grown by 50% in the last year, much of it fuelled by users sounding off about shoddy service or poor quality goods. Firms are taking notice - not least because Twitter is so public - and make sure their PR departments are watching closely to send out speedy replies. Often they're lauded for their witty responses as much as lambasted for when things go wrong. Peter White talks to Twitter UK about this short-cut to complaining and ask where it leaves people who aren't part of Twitter? First broadcast on You & Yours, 30 December 2016.
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