There are fundamental tenets to the way to behave in the new world of conversation and having a good strategy, implementation and crisis management plan is essential, says Eileen Brown, author of BCS book Working the Crowd. There are things you can put in place so you can be successful in social media and there are behaviours you can adopt so that your customers will communicate with you.

Many have jumped onto the social networking bandwagon and not been successful. They have registered with every social media site they know and they have found themselves overwhelmed with all the information. They wonder how they are going to manage to keep up with all of the information flowing at them and do their job too. ...

Get Start-ups now with the O’Reilly learning platform.

O’Reilly members experience live online training, plus books, videos, and digital content from nearly 200 publishers.