Includes index.

The fourth revolution -- The new social norms -- How relationships and social capital are changing -- Social networking across your organization -- Sales in the facebook era -- Customer service in the facebook era -- Marketing in the facebook era -- Innovation and collaboration in the facebook era -- Recruiting in the facebook era -- Step-by-step guide to social networking for business -- How to : develop your facebook era plan and metrics -- How to : build and manage relationships on the social web -- How to : engage customers with facebook pages and twitter -- How to : advertise and promote on the social web -- Social networking strategy -- Advice for small business -- Advice for nonprofits, healthcare, education, and political campaigns -- Corporate governance, strategy, and implementation -- The future of social business.