http://joannejacobs.net/?p=763

The same goes for government use of social media.  In order to maximise the possible outcomes for connections forged using social media, you have to invest in responsiveness.  This simultaneously builds the sense of a relationship with social media correspondents, and reduces the likelihood of negative experiences of social media, because the crowd itself is self-monitoring.  (For example, in the recent episode on twitter of a phishing incident, it was twitter users themselves that warned each other of the problem, virtually wiping out the problem within hours of it emerging.)