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There definitely should be higher expectations on conduct for brands than for people, you're right. Is there a function where those replies can only be seen by the person an account replies to?
well it used to be like that but now the algorithm is changing in weird random ways? idk, i just think any twitter account from a brand directly engaging with people should do so in a professional, kind way (especially if you're preaching kindness!)
This case was a very poignant example, and someone had to make this point amongst the mob mentality.
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