Users can also send pictures, videos, GIFs and emojis via Direct Message. While Direct Messages used to be limited to 140 characters, just like public Tweets, Twitter expanded the character limit of Direct Messages to 10,000 in August 2015. Direct Messages, on the other hand, are private one-on-one or group messages that only show up to those involved. The public side of Twitter allows users to Tweet messages of 140 characters or fewer, and these messages show up on their profile page and on the Home timelines of their followers.

So when and why is it appropriate to initiate a Twitter Direct Message with a consumer? Read on to learn the ins and outs of Twitter DMs, how your brand can use them to provide better customer care, and other creative ways to use DMs to improve your presence on this popular network. While most customer service interactions on Twitter start as a public message from a consumer, mentioning the name or the handle of a brand, public messages aren’t always the best place to share certain information or resolve an issue. Private or public messaging, that is the question - especially when it comes to social customer service.

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