Twitter is struggling – probably because normal people don't know how to use it

Outside the media bubble, Twitter's processes and protocols can be confusing. yet its future depends on attracting new users, and encouraging them to stay

Twitter's chief executive Jack Dorsey needs Ann Feely, a 51-year-old wine marketer in California's Bay Area, to keep posting about her favorite vintages if he's going to convince investors that Silicon Valley's once hottest startup has a future.

The problem: Feely hasn't tweeted since June. Twitter, she says, is corked.