Most companies still have a mass mentality. The individual knowledge, skill and creativity held by staff is hidden behind processes devised in the image of the assembly line.
Products and services are viewed as a source of profit at the point of sale, not after - so talking to customers who have already spent their money is seen as a cost not a source of value.
This presentation, the Keynote at Unicom, held in London on 03 June 2009, shows how social media can change all this and provides a 4 step approach to the process of socialising the way your organisation listens, acknowledges, engages and collaborates with consumers, audiences and stakeholders.
Presentation by Robin Hamman, Head of Social Media at Headshift and Visiting Journalism Fellow at City University London