I do not use Twitter. From what I see reading other posts, I am not alone among your players who don’t use it. Yes, there is a link that one can use to see all your recent tweets.
One problem is that there is no organization to those tweets, no coherence that binds them together. Which means that while it may be incredibly easy for you ANet folks to use, and also to carry on a dialog with other Twitter users, it is horrible for someone not an avid Twitter user who just logged in for the day to discover why something isn’t working. For the sake of your “support” staff being able to mindlessly tweet a little bit of info with trivial ease, you force your customers to wade through dregs of unrelated info in search of any precious gems that relate to their concern. That’s horribly inefficient – you’re providing a service, and every good service makes things easier for their customers, not harder, and does so efficiently.
Now maybe you choose to use Twitter as a fallback to alert your customers in the event that your game is so hosed that your website isn’t even available. If that’s the case, then say so in the game client when the client can’t connect (assuming the two could be related), with the link explicitly given. I only found the link in a forum topic that complained about your use of Twitter (not very constructively, I might add), which means your customers (without the recently suggested guidance) have to know that you use Twitter before any need arises to be aware of that knowledge.
However, in every circumstance wherein your own website is up, you need to have your information available. What if Twitter goes down? What if they stop accepting your tweets, or lose them? Unless you have a contract with Twitter where they compensate you for lost service, you really can’t rely on them as part of your service model. Maybe you assume that putting it somewhere on the internet equals informing your customers in a timely and effective manner but they really are not equal, not even close.
Please, every responsible administrator (I used to be one) knows that a very important part of a service is how robustly and clearly it reports information when something goes wrong. Which means having fallback pages/servers that need minimal overhead to report the most basic information for serious problems, as well as a fixed, well-publicized or easily-found, page that succinctly describes in an organized and clear manner the known state of all of your ongoing issues when your service is mostly functioning.
Also, by having such a page you empower your customers with the ability to quickly and easily see that their issue isn’t known, which means they can conclude it’s likely either new, or unique to themselves. And again, that saves the effort of everyone as a whole.
Twitter completely fails to be of service – as you currently use it anyway.