An article suggesting that creating an in-house social media analyst is the way to go. I agree – forget external monitoring – do this as the first step to creating a conversation department and bringing the customer inside your business
Interesting to see how the media is moving into creating social networks. It is the way to go – see previous posts on the rise of collaborative social neworks (Our Spaces rather than MySpaces) and also the Reuters MySpace initiative.
More on transparency and recording customer service calls. This example also shows that one should never underestimate the level of creativity out there. This music video about an experience with Cingular sits on a spoof Cingular site.