I was amused the other day by a line I saw on Twitter from Wall Street Journal columnist, Jason Gay (@jasonWSJ – see image at left): “If Twitter didn’t exist, you’d have no idea what airlines your friends are currently furious at” The humour in this pivots on the very real fact that a lot of social media and mobile technology is really quite banal. Like millions of others, I have been guilty of whining on Twitter or SMS or forums about bad experiences with airlines and grocery stores and crowds and restaurants. Yet, the humour also pivots on the very real fact that Twitter – as with other social and mobile media – is much more than just an outlet for venting. It has literally launched revolutions and saved lives, and demonstrably improved opportunities for thousands of businesses. So the question is – is your business taking advantage of…














