Which airlines are “faking” it online?

Which airlines are “faking” it online?
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12 travel Twitter personalities you should follow in 2012

Two airline-related microbloggers, @Heather Poole and @Airfarewatchdog, lead the pack of your 12 favorite Twitter accounts for 2012.

After sifting through your nominations and putting it up to a vote, the results are in. We had a total of 5,789 votes, which is pretty decent for a holiday week.
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Please vote for your favorite Twitter personality

Here you go! These are the finalists for your favorite Twitter personality of 2012 list.

I appreciate your help in narrowing the list down to 24 nominees. There were many deserving candidates.

Now it’s your turn to vote. The top 12 will make the final list. Polling ends on Black Friday, Nov. 25.

Good luck.

(Photo: Paul Snelling/Flickr)

Please nominate your favorite travel Twitter personality of 2012

Who’s worth following on Twitter?

I’m compiling the definitive list for 2012. But I can’t do it alone.
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“It’s extremely difficult to craft the right response to avoid ending up in the fray”

Let’s turn the tables and take a look at customer service from the other side. I recently received a request for help from the unlikeliest of places: the general counsel for a fast-food chain. She wanted to know how to handle the increasing number of complaints that were emerging through social media.

By way of full disclosure, the On Your Side wiki has begun posting the Twitter accounts of corporations, since it’s often a highly effective way of making first contact with a company.

I wanted to share a few excerpts from our correspondence, since I think they are instructive for those of us pondering a social-media grievance.
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