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Social Customer Experience: Engage and Retain Customers through Social Media by Joe Cothrel, Dave Evans

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Apendix A Terms and Definitions

In any sufficiently precise study—and the application of social technology is certainly no exception—the need arises for specific terms that enable concepts to be translated into actions. The definitions of many of the terms that are core to social technology are still evolving; however, within this book the following have been adopted and used consistently. More important than agreement on specific terms—at a general level some of these are nearly interchangeable—is understanding the meaning of the following terms and then applying these meanings as you develop your social technology and business programs. This appendix presents the key definitions used in this book, in the order in which they build on each ...

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