So to help with that, and dispel the notion that social media is just a waste of time, I worked on creating a model around the enterprise value of social media. I looked at an area of a company and wanted to see, if I took the metrics used to measure, say Customer Service and I applied social media, how would the performance of that department change.

From all the posts, comments and tweets, we all know that customer service needs to shift. Is social media the way the shift will happen? That remains to be seen, although there are already hundreds of companies going in this direction. Would love to hear your thoughts and comments! If you are still wondering if there is an ROI, check out this presentation on slideshare.net: ROI of Social Media Learn. Share. Grow! Thanks for tuning in! Dr. Natalie Follow me on twitter: www.twitter.com/drnatalie