HBSP (USA)
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Community Relations 2.0
Kane, Gerald C.; Fichman, Robert G.; Gallaugher, John; Glaser, JohnArticle HBS-R0911C-EService and Operations ManagementBefore the internet, organizations had far more time to monitor and respond to community activity, but that luxury is long gone, leaving them in dire need of a coherent outreach strategy, fresh skills, and adaptive tactics. Drawing on the authors' study of more than two dozen firms, this article describes the changes wrought by social media in particular and shows managers how to take advantage of them - lessons that Kaiser Permanente, Domino's, ...Starting at €8.20