Social media is changing the traditional help desk model in higher education. In 140 characters or less, students are demanding assistance, crying for help. If those cries go unheeded, everything — from the credibility of the help desk operation to the metrics on tickets closed over a specific period — becomes invalid. The more these laments go unanswered, the nastier the beating that our organizational reputation takes as the Twittersphere gets populated with negative snipes. Every school is different, so there’s no template to recommend.”]
Source: https://www.darkreading.com/attacks-breaches/when-colleges-use-twitter-as-help-desk