• Urs E. GattikerEmail author
Part of the SpringerBriefs in Computer Science book series (BRIEFSCOMPUTER)


This chapter provides a quick overview of what will be addressed in this book. In particular, the content of each chapter is summarized and, as importantly, how these things may apply to your work situation is discussed. Some critical questions and issues that must be addressed for social media use, whether beginning or continuing, are outlined. Examples are given throughout.


Social Medium Customer Relationship Management Customer Engagement Twitter Account Global Brand 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.


  1. Gattiker, Urs E. (January 23, 2008—updated August 23, 2011). European Commission: Defining the term SME. [Blog post - ComMetrics]. Retrieved August 23, 2011, from
  2. Gattiker, Urs, E. (September 22, 2011). Going viral or selling product: ROI anyone? [Blog post - ComMetrics]. Retrieved February 6, 2012, from
  3. Gattiker, Urs E. (December 4, 2011). ComMetrics 2012 social media trends: Engagement. [Blog post - ComMetrics]. Retrieved December 15, 2011, from
  4. Gattiker, Urs E. (February 5, 2012). Facebook: why is nobody listening? [Blog post - ComMetrics]. Retrieved February6, 2012, from
  5. Gattiker, Urs E. (February 7, 2012). Facebook: why is nobody listening?—P&G and Secret’s 9 percent sales increase [Blog comment - ComMetrics]. Retrieved February 6, 2012, from
  6. Gattiker, Urs E. (February 12, 2012). Social CRM: Kundenservice mit Twitter? [Blog post - CyTRAP]. Retrieved March 27, 2012, from
  7. Milkman KL, Chugh D, Bazerman MH (2009). How can decision making be improved? Perspectives on Psychological Science 4, 379–383CrossRefGoogle Scholar
  8. Wargo E (2007). More than just the facts: helping patients make informed choices. Cornell University, Department of Human Development: Outreach and Extension. Retrieved February 6, 2012, from

Copyright information

© The Author(s) 2013

Authors and Affiliations

  1. 1.CyTRAP Labs GmbHZurichSwitzerland

Personalised recommendations