1. Use of Social Media for Customer Service & Reputation Management

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* 1. How long has your company actively used social media to connect with customers, clients, colleagues, and community?

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* 2. Do you have a written social media policy and procedures manual or instructions?

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* 3. Are social media activities integrated into your public relations and marketing strategies and plan?

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* 4. How do you use social media?

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* 5. Who oversees and monitors what your communities are saying about your company's reputation?

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* 6. What are the obstacles hindering your company using social media for customer service and reputation management?

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