Opinion: Letters of the Week - Firms finally realise that social media are service tools

The revelation that 27 per cent of marketing chiefs believe that the PR department should handle social media (PRWeek,10 December 2010) is hardly surprising.

We conducted a LinkedIn survey last November and more than half said their company does not have a social media strategy. I suspect this will change in 2011 as firms start to understand how they can enhance customer service.

Heather Baker, director of PR, TopLine Communications.


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