The document discusses how social networks like Facebook are maturing and new behaviors and expectations are emerging. It suggests that Facebook users are increasingly thinking about leaving the network, and that successful organizations are those that are trusting, collaborative, and informal rather than hierarchical and bureaucratic. Finally, it identifies community engagement, transforming customer service, social commerce, and mobile/geo-targeting as potential "game changers" that could help organizations adapt to these new realities.

1. Facebook Comes of Age? Martin Thomas @crowdsurfing

2. A Market Matures Gartner Hype Cycle 46% of UK Facebook users have thought about leaving network & user numbers dropped by 100,000 May-Jun (Marketing, Jun 11)

3. A Market Matures Gartner Hype Cycle 10,000 new companies begin marketing with Facebook every day (Facebook, Jul 11)

4. Growing Specialisation “ as social networks mature the individual platforms are beginning to demonstrate their core strengths & UK consumers are increasingly differentiating them” YouGov (Jul 11) Strength or Weakness?

6. New Behaviour “ Amplifying the volume of moaning”

7. Supercharged Activism

8. New Internal Challenges “ R ude, smelly and stupid” “ Pikey skanks” “ Chavs” “Poor safety standards”

9. New Internal Communications Responsibilities Even though posts were set to 'private', tribunal ruled that they could have been forwarded on and said the sacking was justified because Apple has a clear policy against employees making critical remarks regarding the brand. http://wp.me/p1xtr9-u60 Be honest, respectful, confidential, think of the community & stay in compliance. Apple places a huge value on their brand and their reputation and they expect employees to enhance, not besmirch it.

10. New Expectations “ Customer service expectations are not set by what your competitors are doing but by anyone” General Manager, Customer Services, O2

12. “ Digital communications is a destabilizing force in a bureaucratic environment. And I am sitting right in the middle of a bureaucratic environment.’” Senior corporate communications director “ We’re not set up for this shit” UK CEO

17. 1. Community Engagement Communities already exist ... think about how you can help that community do what it wants to do. Mark Zuckerberg, founder & CEO of Facebook

18. Harnessing new patterns of collective behaviour

20. The Power of Communities Create Content Solve Problems Create Businesses Contribute Ideas 80,000 ideas 

21. Engaging a Community

23. 3. F-Commerce 89% of people have not bought anything via Facebook and 44% don’t have any interest in doing so Havas/Lightspeed, July 11

24. 4. Mobile/Geo-Targeting