Scale is the problem. Let's say this wasn't about Bank of America but rather "your favorite giant company" -- the one that has 40 million online users and 16 million mobile users. How does a relationship that large engage in a meaningful, authentic dialogue in tweet-time?

Personally I'd rather they just didn't try instead of faking it. The latter is disingenuous and belittles the customer.

First, sit in front of a large, high quality monitor attached to a web-enabled computer and if possible, a keyboard. Next, bring up a browser and use the top-right-most tip of your iPhone as a kind of "extended finger" to type on that keyboard. The address you want is "www.sandmonkey.com." Its my personal site. The content is my resume.