anaisnein:

So I was reading through this noting that these corporate social media people have an average of seventeen years’ experience before joining the social media team, the “social media intern” stereotype is obsolete, and I was going to come back here and post to that effect, and then I saw the following (not quoted in full, even, I have limits):

Sometimes, the customer-support people develop friendly relationships with customers or even whole communities. “We’ve had people send us cookies, personalized M&Ms, even a custom-designed My Little Pony,” Johnston said.

“What?” I asked.

“Somewhere along the way, we befriended the entire brony community,” he explained, as much as something like a community of adults who are (un)ironically into the children’s show My Little Pony can be explained. Apparently, a JetBlue customer sent the main account a “brohoof” emoji, a sort of fist bump of the male fan community. And JetBlue sent one back.

… with my own two eyes and realized they’d uh buried the lede.