"Provides a complete toolbox for defining and practicing a coherent social media strategy. It is a comprehensive resource for bringing together such disparate areas as IT, customer service, sales, communications, and more to meet social media goals. Wollan and Smith and their Accenture team explain policies, procedures, roles and responsibilities, metrics, strategies, incentives, and legal issues that may arise. Learn how to empower employees and teams to utilize social media effectively throughout the organization, measure the ROI of social media investments and ensure appropriate business value is achieved over time, make smarter decisions, make them more quickly, and make them stick."-- Provided by publisher.