How to become an authentic, effective "social business" - and stay that way!

Proven solutions for the real people, process, and technology obstacles businesses face in using social media
How to have the successful internal conversations that lead to successful external conversations
Strategies for improving organizational dynamics, collaboration, governance, training, engagement, policies, technology integration, workflows, CRM, and metrics


Many organizations have already evolved into social brands. They may be active on Twitter and Facebook; they may have corporate blogs and communities. However, behind the firewall, chaos, anarchy, and conflict reign. In Smart Business, Social Business, two leading enterprise consultants show how to build an internal framework for success with social media: one that will make external engagement more effective, meaningful, and sustainable. Michael Brito and Aaron Lewis systematically identify the internal people, process and technology obstacles to long-term success with social media, and offer best practice solutions. They cover a wide spectrum of issues, offering actionable intelligence and helping decision-makers build real, workable plans. Topics addressed include organizational dynamics, internal communications, collaboration, governance, metrics, training, employee activation, policies, technology integration, workflows, CRM, and much more. Drawing on their own experience, Brito and Lewis present dozens of examples and case studies. Using this book, companies can go beyond "social branding" to become true "social businesses": smarter, more open and transparent, more effective at acquiring and using new technologies, more capable of engaging great talent and putting it to work.