Right now, the only news story you’ll see about Twitter is speculation who will acquire the $16B company. (Latest rumor: it’s Disney or Microsoft.) Twitter hasn’t seen the user growth investors expected and, as a public company, its fortunes are at the mercy of those expectations. (Even though those expectations aren’t always reasonable or relevant.)

Regardless, the company hasn’t stopped evolving its product. Lost in the buy-out chatter was an announcement that, I think, is quite significant: The introduction of specialized “customer service accounts”. This is the second time this year that Twitter has shown it recognizes its unique advantages in this area. It is willing to adapt to the needs of customers and companies who use it as a support channel and that could prove more valuable in the long-run, than all of its current schemes to goose ad revenue. Continue reading →