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Most companies need to be involved in social media outreach. Corporations are learning that conversations are happening around them whether they want them to or not. The government can be more organized and responsive to its constituents by using SM channels.

Jeremiah Owyang maintains a list of companies who didn't listen to conversations and got in hot water. Before long, a list of gov't agencies like this will crop up.

People are craving this. Zappos is using Twitter as a main customer service channel, as is Comcast.

posted 2 years, 7 months ago
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