What is the term for when actual company personnel get involved in reading the posts here(or any forum), and rather than comment to say a "basher" directly, they instead use a different "path" of communication, like say their own website's chat board, to communicate information back to a "supportive" member on the board, who then posts this "company info" to the board, as return "comments" to the basher?
I believe the technical term is "silly".