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We are all in the process of digesting the education that is available to us on social media. While we are digesting what has been given to us, the truth is that more education is needed to convince the unconvinced that social networking sites and internal, employee-based social communities do change business processes and do produce tangible customer and business outcomes.
It's time to become more collaborative, communicative, and efficient.
Check out the link below, it contains some valuable information and also quotes IBM's Ed Brill, IBM's director of messaging and collaboration: