The Coming Change in Social Media Business Applications: Separating the Biz from the Buzz, by Josh Gordon, from socialmediatoday.
I was alerted to this from CIOZone Daily
Quote from study, below:
"This study was designed to provide managers with guidance ...by measuring which social media tools are being used right now, and by whom. ...Part I is an overview of both current and future intended business use of social media. Part II focuses on the business use of Twitter, and Part III examines the business use of social networks like Facebook and LinkedIn, with a separate focus on the four general business functions that social media serves: sales, marketing, public relations, and internal communications."
Study concludes there is a "... coming shift in the use of social media--from a helpful tool for a variety of communication needs, to an essential tool for customer engagement." ... a "shift toward customer-centric use of social media"