UPDATED: American Airlines Customer Service Includes Reporting Terror Threats on Twitter

In case you missed it, many in our industry feel that social media management and customer service teams should work in unison. The idea is that the fall of the silos separating these disciplines will improve the performance of both.

American Airlines is one account that blends the two well, but yesterday a very odd interaction demonstrated, once again, the challenges of engaging with users in real-time. From BuzzFeed editor Samir:

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