All system wide announcements that will effect the entire user base are always sent via email in addition to Twitter and a post on the SmartNet User Portal. If it a smaller less wide spread issue we weigh the options between using a blast email or simply using Twitter and a post on the User Portal. We try and use Twitter as a tool to get information out in a very quick and concise manner, these tweets are also what generate a post onto the User Portal (these can be found in the upper right hand portion of the main portal page). It also allows us to get information to users in the field if they choose to follow our Twitter feed by SMS.
The communication hierarchy breaks down as follows:
1. Important system wide announcements - Email, Portal Post and Twitter
2. Regional announcements - Portal Post, Twitter and depending on importance/severity may also include Email
3. Other announcements - Portal Post, Twitter and depending on importance/severity may also include Email
Again, all of our Twitter announcements also show up on the main page of the Portal as well so you do not have to be a Twitter user to get this information.