Did you see the story about a guy named Mike Wilson?  He used his Twitter account to communicate his fears and frustrations to the outside world as a passenger on an ill-fated commercial airline flight last month.  Fortunately, no one was killed but dozens were injured.  This emergency application of the social networking tool is one of the first examples of extreme micro-blogging.  It certainly won’t be the last.  In Wilson’s case, he was understandably agitated about the circumstances.  Almost as riveting as his descriptions of the horrific event are his notes on the airline’s subsequent actions. It’s another reminder that businesses must always listen to their customers- especially in the most trying of circumstances.