The document summarizes the social media strategies and initiatives of an insurance provider over the past year. Key points include: 1) Social media platforms are converging into an integrated system to increase reach and engagement by 2020. 2) The insurance provider saw growth in members using online tools and mobile apps, with over 13 million portal logins and 30,000 downloads of a provider app. 3) On social media, the provider launched Spanish-language pages and saw a 70% increase in Facebook fan engagement. Customer service also addressed a rising volume of issues on Twitter and Facebook. 4) Moving forward, the provider will focus on enhancing the member experience through social customer service, wellness programs, and