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Image source: http://images.smh.com.au/ftsmh/ffximage/2009/03/12/switchboard1_wideweb__470x285,0.jpg CASE STUDY: Facebook for customer service (Large) VodafoneUK: Service (Large) AT&T: Customer Care (Local) Devon Travel
ACTIVE LISTENING: Responses via all social channels to discussions and issues with your brand (not just own channels)
CASE STUDY: Brand search and twitter conversations Local Business Twitter Search: Devon Stone Stone tiling ; Signs express Need signage Image source: http://www.flickr.com/photos/walkadog/3353936487/sizes/m/
FACILITATING CHANGE: Change can be a result of mergers & acquisitions, adoption of new technologies, changes in staffing etc. Social media can be used to collect info about problems in processes & put minds at ease about new co-workers.