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Social media monitoring, social media strategy: And the winner is? Customer service often fails, and worse, white papers often fail to illuminate the real issues.

Return on Investment is a business term increasingly applied to social media efforts. We explain how this misses nuances essential to success in the 21st century.

Struggling to survive in the digital world, TV Guide got sold for $1, while Business Week is embarking on various social media initiatives to harness its readership on- and off-line. We explain their lack of success.

How to tweet from Skype and retain a fully-searchable archive. This post gives step by step instructions to take advantage of another feature to use Twitter more effectively.

Your attention, please! I need you to focus on this tweet now. In an economy where consumers have an attention deficit problem, communicating via Twitter may just be more of the same while failing to get your customers’ attention.