#SMCustomer

18 million Brits have used social media to interact with brands. Two thirds say that is better than call centres or help lines. Is social media re-defining brand relationships or is it just flash in the pan?

Fishburn Hedges

We live in a new age of democracy, and the rules have changed. There aren’t any. The audience is now in control. So how do you get heard? Embrace disorder

Privacy

Do you relish sharing your secrets? How should the media treat private lives? Can institutions respect what they're privy to? Do legislators govern it responsibly?