Brian,
Like the 21 rules for engagement. I particularly like that you have everyone who is going to have customer contact be involved. (Rules 5 & 11.) Social media should not be the sole realm of marketing, the PR team, customer service, or sales. Instead it should be the combination of all of them that can give companies a dynamic approach to their engagement. The result being a give and a take in the conversation with the constant exchange of information as the valuable solution.
@Erroin
Originally posted as a comment
by Erroin
on briansolis using DISQUS.
