Here’s the link. This article is about how writing to customers has changed.
Writing to customers used to mean mailing a letter or sending a fax. With the popularity of social media, things are changing. Now companies have Facebook, Twitter, e-mail accounts, and other social networks. Some people may say that this has revolutionized the way business works. Maybe it has. Does this change communication?
This allows more instantaneous communication than ever before. On a bad note, it leaves more rooms for mistakes. Many people do not consider social networks a place to use correct grammar and punctuation at all times BUT they do expect businesses to always do this. People running social networking pages for businesses must keep on their toes to make sure that they do not make a grammatical blunder, give incorrect information out, or say something that would make the company look bad.