What are the benefits and costs to JPMorgan Chase’s reputation given its use of a stakeholder question-and-answer session on Twitter?

What are the benefits and costs to JPMorgan Chase’s reputation given its use of a stakeholder question-and-answer session on Twitter? How do its various stakeholders now think of JPMorgan Chase’s image?
Would you define this incident as a crisis? Assume you are JPMorgan Chase’s CEO and are conducting a press conference: what main points about the incident should you emphasize to the media and convey to the public?