Some good info here.
LOVE this, Carrie! I think automation has certainly helped businesses – and especially social businesses – make their way through these crazy times, but there's a time and a place for it! I can't tell you how many times I've seen it happen (and when I tweeted about that BoA situation they actually reached out to me and SWORE that wasn't an automated response to protesters – Um, OKAY).
I've also seen automation hurt accounts … like when lazy marketers set up auto tweets and then don't live tweet for days so the same automated tweet is the only thing you see in their steam for miles. Yeah, you're really kill'n the "social" aren't ya?!
CMGRs who know their stuff certainly know when and how to automate (and when not to do so). Great piece!