Overheard lists out the most recent Twitter posts ("tweets") related to this company. Anyone, employee or customer, can convert a tweet into a community topic. Overheard notifies the original Twitter poster of the discussion started in response to their issue.
RT @StokesFineWines: Another good article from Jonny Ray! I really hope this sort of write-up will help to turn the tide for quality... http://bit.ly/9jYZon