You're talking about a younger generation, Generation Y, whose interpersonal communication skills are different from Generation X. The younger generation is more comfortable saying something through a digital mechanism than even face to face.

The beauty of social media is that it will point out your company's flaws; the key questions is how quickly you address these flaws.

25 percent of search results for the world's top 20 largest brands are links to user-generated content. 34 percent of bloggers post opinions about products and brands.

We don't have a choice on whether we DO social media, the question is how well we do it.

Folks want to be listened to, they want to be heard.

You're talking about a younger generation, Generation Y, whose interpersonal communication skills are different from Generation X. The younger generation is more comfortable saying something through a digital mechanism than even face to face.

Pushing a company agenda on social media is like throwing water balloons at a porcupine.