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The Social Business Imperative: Adapting Your Business Model to the Always-Connected Customer, First Edition by Clara Shih

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11. Legal, Governance, and Compliance Frameworks

“The man who achieves makes many mistakes, but he never makes the biggest mistake of all—doing nothing.”

—Benjamin Franklin (Author’s Note: I’m sure he meant women, too!)

Every organization today faces a Social Business Imperative to adapt to the always-connected, social customer. Among Fortune 500 firms, more than three-quarters now have an official presence (often multiple initiatives) on Twitter, Facebook, LinkedIn, or YouTube. But along with the unprecedented opportunities for marketing, sales, customer service, human resources, and nearly every departmental function or business unit, Social Business—like any disruptive technology—also introduces new risks. From PR fires and fines for regulatory ...

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