Twitter help proves elusive at three large banks.

• Position: MARKETING NEWS - Brief article

THREE OF THE LARGEST BANKS have yet to get a handle on customer queries sent over the social media Twitter, according to a new report from Javelin Strategy & Research.

According to an article in The New York Times, the company examined more than 5,000 Twitter messages sent by Bank of America, Wells Fargo and Citigroup during a seven-week period last year. Even thought customers seemed to like the immediacy of sending an instant message or complaint to the bank, the banks often failed to...