Social media is a vast complex and ever changing animal.
And one of the key things is to ensure,
if you're not going to actually use a specific platform,
that you do actually capture and signpost the platform,
so at least you tell people where they can go to seek help.
In this example, I've used British Airways who actually have
several Twitter accounts and it may be that this has occurred.
This example here may be somebody who is actually squatting on this site;
It may be that this is a historical Twitter page they acquired,
and the person who set it up left,
and they don't know the password and they just abandoned it and it sits here
as the proper site but with very little information on it.
Here's another example.
It's a similar situation where this isn't actually their official Twitter account,
although it says that it is.
So, you do need to make sure you have monitoring in place to check that you
are actually seeing what's being talked about your brand online.